Lemon Casino - プレイヤーのアカウントは閉鎖され、資金は没収されます。

I am writing to file a formal complaint against Lemon Casino, which operates under Curacao Interactive Licensing (CIL) N.V. 5536/JAZ. I have encountered serious issues with the casino regarding the blocking of my account and the confiscation of my funds due to a minor discrepancy in my registration details.

Problem Details:

The issue arose during the verification process of my account, where Lemon Casino identified a discrepancy in my surname. My registered name was slightly different from the name on my legal documents, which I had submitted as part of the verification process (ID, bank statement, and proof of deposit). Despite successfully verifying my deposits, they refused to offer an opportunity to correct this minor typo in my last name.

Instead, they chose to permanently block my account and confiscate the remaining balance, citing their Terms and Conditions about providing accurate information.

I believe this response is disproportionate to the issue and could have been resolved through additional verification or minor corrections.

I tried to not escalate this multiple times and their response seems to be like robots with no ears treating me like a criminal. and no reply to my last attempts to find a healthy solution on this matter.

Escalation Attempts:

I attempted to escalate the matter through Curacao’s complaint system, but due to the nature of Lemon Casino’s license under CIL, my complaint was rejected. As you may know, the Curacao licensing structure allows private entities like CIL to handle licensing and disputes independently, making it difficult to resolve such issues through official regulatory channels.

Request for Assistance:

Given the limitations of the Curacao licensing system and my inability to resolve this matter directly with the casino, I am seeking Casino Guru’s assistance to facilitate a resolution. I have attached all necessary documentation, including email correspondences and proof of my attempts to correct the registration details with Lemon Casino.

I sincerely hope that Casino Guru can help me resolve this situation fairly and retrieve the funds that were unjustly confiscated. Your assistance in addressing this matter would be greatly appreciated.

Thank you for your time and attention to this complaint. I look forward to your support.

Dear petitgamer,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lemon Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please share the nature of the discrepancy by indicating what name and surname was used in your player profile?

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 

Did you achieve your current balance with the help of a bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, and thanks a lot for taking in count my complaint.

As showed in the screenshots, the discrepancy was on my full name at the profile, that has a second name, no my last name as showed in my Id documents.

About what games did I play to accumulate your current balance in the casino, i played slot games like break da bank again megaways, among ther slot games. and No bonus included.

i can share here the screenshot of the email i got from the casino asking about the discrepancies and my reply.

Do I understand correctly you filled in your profile:

• first name: YOUR NAME + YOUR NICKNAME
• surname: YOUR SURNAME

Is your nickname the only extra element in the information entered in your player profile?

Yes. And as if you see in my documents that was the only thing they used to identify as incongruent and decided to close my account and confiscate my winnings.

Hello petitgamer,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

No problem. I will wait.

Thank you very much, petitgamer, for your patience. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear petitgamer,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Lemon Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Lemon Casino,

Could you please provide detailed information regarding this case, specifically outlining the reasons for the closure of the player’s account and the forfeiture of his winnings? From previous messages, it seems there may have been a misunderstanding rather than an intention to abuse the casino’s system. The player inadvertently filled his username in the first name field, and I believe this discrepancy could have been addressed with the player before confiscating his funds and closing the account, in the spirit of fairness and a pro-player approach. I kindly request that you reconsider your decision in this matter.

Thank you in advance for your response!

Best Regards,

Kubo

"Today, I received an email from Lemon Casino stating that a $100 withdrawal has been approved, with no further explanation. I’ve reached out to them for clarification, especially since they still owe me $700, not $100."

and my account it is still blocked

Dear petitgamer,

I must inform you that I’ve received a response from Lemon Casino regarding your account issue, and I’d like to share their stance with you.

While I’ve made every effort to negotiate a fair compromise on your behalf, seeking to have your account unblocked and your winnings refunded, the casino has presented several arguments that I must acknowledge. The registration process is a fundamental aspect of every online casino’s operation. Providing accurate and truthful information is not just a formality; it is essential for the casino to meet regulatory requirements, prevent fraud, and promote responsible gambling. This data helps verify identities, safeguard financial transactions, and prevent money laundering, as well as ensure adherence to legal requirements such as age restrictions. In short, reliable data protects both players and the casino itself.

It’s important to note that players bear full responsibility for providing accurate, authentic information during registration. Using a nickname or any name that does not match official documents violates the casino's Terms & Conditions and its KYC (Know Your Customer) policy. While I believe your actions were not malicious, the casino has justifiably flagged the use of a completely different name as providing false information. They’ve clarified that had it been a minor typo, they would have corrected it based on your documentation. However, the use of a different name in this case is a violation.

I was, however, able to negotiate a small gesture of goodwill from the casino - a refund of your most recent deposit in the amount of CA$100. While I wish I could have achieved more for you, this is the extent of what they were willing and able to offer.

Due to these circumstances, I have no choice but to close your complaint as unjustified, as the evidence clearly shows that incorrect information was provided at registration.

For future reference, I strongly advise adhering strictly to any online casino’s Terms & Conditions and ensuring that the information you provide is truthful and accurate. This will help you avoid similar situations in the future, as most casinos would likely handle such cases in a similar way.

Thank you for your understanding, and I’m sorry I couldn’t deliver a more favorable outcome this time. Should you encounter any issues with this or another casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center - we’re always here to assist.

Best regards,

Kubo