Lemon kazino - konfiskovani dobici

Hello with you

Lemon Casino has informed me that they have confiscated my winnings/payouts because I broke the rules of a bonus by betting €3 per spins instead of Max of €2. Does anyone have experience with it?

It must be said that I had paid approx. €600 the day before (without bonus), won and ordered payment of €1500! The next day I get a bonus (not dependent on a new deposit) which they claim I played incorrectly - I have not yet received documentation for this - and on that basis they confiscate everything!

Any input here?

Hej med jer

Lemon Casino har meddelt mig, at de har konfiskeret mine gevinster/udbetalinger fordi jeg ved en bonus har brudt reglerne ved at bette €3 pr. spin i stedet for Max på €2. Er der nogen, der har erfaring med det?

Det skal siges, at jeg havde indbetalt ca. €600 dagen før (uden bonus), vundet og bestilt udbetaling af €1500! Dagen efter får jeg en bonus (ikke afhængig af ny indbetaling) som de påstår jeg har spillet forkert - jeg har endnu ikke modtaget dokumentation herfor - og på den baggrund konfiskerer de alt!

Noget input her?

Hello,

this is indeed a quite usual issue, and it is also one of the reasons I do not like bonuses much. There are too many rules, yet mostly, it is up to the player alone to adhere to these. Well, back to your problem, now.

We at Casino Guru believe in fair and decent approach towards every issue - max bet limit included:

"we think that this rule should be enforced at software level, i.e., that the casino's software or website shouldn't let players place higher bets than the limit. This is one of our requirements for 'fair and safe casinos'.

If enforcing max bets is not possible because the casino runs on third-party software that doesn't support them (or for any other reason), the casino should carefully judge each case separately. Some players may break the rule on accident, e.g., by clicking the 'Max Bet' button on a slot machine by mistake. It is unfair to punish them for this, especially if they didn't win anything in the game rounds with over-the-top bet sizes."

If I'm not mistaken, this casino does not apply any active restrictions on bets while playing with a bonus. Am I correct?

Hi Radka

Thank you very much for your comment!

I completely agree and for the same reason I never request a deposit bonus, as it is too opaque. I didn't do that here either (although I had the opportunity and deposited several times)

What happens instead is that - after playing and requesting a payout - I get a random bonus (treasure box) when I log in to see the status of my payouts. I play the €50 on a machine and win nothing. I don't have any of my "own money" in there. It is here that the casino believes that I have played for over Betmax, which is very hidden in their terms. It also states that it is not "possible" to play for more than €2 per spin and that, if necessary, they reserve the right to confiscate the winnings. It is technically possible And they apparently consider that it gives them the right to confiscate completely independent amounts.

It seems crazy in every way, and I also expect that upon closer review they will realize that it is of course a mistake. The alternative is that I can never play there again, as they will always be able to confiscate my winnings with reference to a mistake in the past completely unrelated to the winnings. This can hardly be how their conditions are to be interpreted - even by them

Hej Radka

Mange tak for din kommentar!

Jeg er helt enig og jeg anmoder af samme grund aldrig om deposit bonus, da det er for uigennemsigtigt. Det gjorde jeg heller ikke her (selvom jeg havde muligheden og indbetalte adskillige gange)

Det, der i stedet sker er at jeg - efter at have spillet og anmodet om udbetaling - får en tilfældig bonus (treasure box), da jeg logger ind for at se status på mine udbetalinger. Jeg spiller de €50 op på en maskine og vinder intet. Jeg har ingen af mine "egne penge" med ind. Det er her, at casino mener, at jeg har spillet for over Betmax, hvilket står meget gemt i deres terms. Her står også, at det ikke "er muligt" at spille for mere end €2 pr spin og at de i givet fald forbeholder sig retten til at konfiskere gevinsterne. Det er teknisk muligt Og de vurderer så tilsyneladende at det giver dem ret til konfiskering af helt uafhængige beløb.

Det virker på alle måder vanvittigt, og jeg forventer også, at de ved nærmere review indser at der selvfølgelig er tale om en fejl. Alternativet er jo at jeg aldrig kan spille der igen, da de altid vil kunne konfiskere mine gevinster med henvisning til en fejl i fortiden helt uden sammenhæng til gevinst. Det kan næppe være sådan, deres betingelser skal fortolkes - selv af dem

and to clearly answer your question; no, it is possible to bet anything without warning or anything.

Otherwise agree - but regardless of their bad technical solution and saved conditions, I won nothing/got out of the bonus game after 5 minutes with 0, so that doesn't give you the right to confiscate. Bonus on the €50 is wagered around 9%, so (also) for that reason alone it is impossible for the €2200 in winnings to come from here.

og for at svare klart på dit sprøgsmål; nej, det er muligt at bette hvad som helst uden advarsel eller andet.

Ellers enig - men uafhængigt af deres dårlige tekniske løsning og gemte betingelser, så vandt jeg intet/gik ud af bonus spillet efter 5 minutter med 0, så det giver en ikke ret til at konfiskere. Bonus på de €50 er wagered omkring 9%, så (også) alene af den grund er det umuligt at de €2200 i gevinster kommer herfra.

Just received this from Lemon Casino:

We are writing to apologize for the recent inconvenience caused by the mistaken confiscation of your funds. We understand that this was an error on our part, and we sincerely regret any distress it may have caused.

We have investigated the matter and can confirm that the funds have now been returned to your account. As a token of our apology, we have also added a 50 EUR bonus to your account.

We value you as a customer and we want to assure you that we are committed to providing you with the best possible gaming experience.

Thank you for your understanding.

I read the whole situation you had. I see, but it was solved according to the last post am I right ? So the casino refunded the money they took from you and now you'll be able to withdraw it ? Have you made your withdrawal yet? Feel free to let me know. 🙂

Hi Jaro

Thank you for your message. It's fixed, yes! They have just approved my payment. Apparently it pays to complain 😊

Hej Jaro

Tak for for din besked. Det er løst, ja! De har netop godkendt min udbetaling. Det kan tilsyneladende godt betale sig at klage 😊

That's great news. I'm glad the casino finally admitted it was a mistake and will pay you back. I wish everyone could admit a fault like that. So when you get your money back, let me know. 

Anyway, are you going to keep playing here when the casino has taken a reasonable step and helped to resolve the situation ? 🎉😁

Hi Jaro

No, I have lost my trust in the casino. When they can make such a drastic and completely wrong decision and just take my €2,200 out of the blue, I don't trust them not to try to find a similar excuse to steal my money a second time. It's not worth taking the chance with the selection of casinos out there.

Hej Jaro

Nej, jeg har mistet min tillid til casinoet. Når de kan træffe så voldsom og helt forkert en beslutning og bare uden videre tage mine €2.200, så stoler jeg ikke på, at de ikke vil prøve at finde en lignende undskyldning for at stjæle mine penge en anden gang. Det er ikke værd at tage chancen med det udvalg af casinoer, der er.

Hopefully, next time you won't have to go through any similar issues.

Do you have some other casino in mind already, perhaps?