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Good day!

I have sent all the withdrawal documentation to Lemon Casino. However, despite receiving the required documents, they will not let me verify it. I have not claimed a bonus and am urgently asking for help.

Guten Tag!

Ich habe alle Unterlagen zur Auszahlung an Lemon Casino geschickt. Jedoch lassen sie mich trotz des Erhalts der geforderten Unterlagen nicht verifizieren. Ich habe keinen Bonus in Anspruch genommen und bitte dringenst um Hilfe.

Dear jony_rutty,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear jony_rutty,

Have you received your withdrawal from the casino yet?

No.

Nein.

Thank you for your reply, jony_rutty. Have you made any successful withdrawals before? Did the casino explain what was wrong with your documents? Did you provide all the required documents as soon as possible and in the correct format?

Haven't made any withdrawals yet.

They said that the address on the bank statement isn't at the top, although that's not true.

Yes.

Habe noch keine Auszahlungen vorgenommen.

Sie meinten dass die Adresse am Kontoauszug nicht oben steht, obwohl dass nicht stimmt.

Ja.

Please urgently for help, despite receiving all the necessary documents, the casino will not let me verify. It's about 3500€

Bitte dringenst um Hilfe, trotz erhalt aller erforderlichen Unterlagen lässt mich das Casino nicht verifizieren. Es geht um 3500€

Before we contact the casino and ask for their standpoint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have sent Lemon Casino all the required documentation.

Tried several times but they just don't want to accept it. Do you want me to send you the documents?

Ich habe dem Lemon Casino alle erforderlichen Unterlagen gesendet.

Habe es mehrmals versucht jedoch wollen sie es einfach nicht akzeptieren. Soll ich Ihren die Unterlagen zusenden?

I've also been accused of fraud.

Außerdem wird mir Betrug vorgeworfen.

However, the bank sent me the necessary documents.

Die Bank hat mir aber die erforderlichen Dokumente zugesendet.

Thank you very much, jony_rutty, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, jony_rutty,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Lemon Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Lemon Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw?

Thank you in advance for providing the information.

Dear all,

Based on our records the player delayed to provide the Proof of Address which was necessary to fully verify the player account. That was sent now and the account was marked verified in the morning. The bank transfers should be processed today.

Thank you,

LemonCasino

Thank you very much for your reply and update, Lemon Casino team.

Dear jony_rutty,

Can you please confirm your issue was resolved? What is the status of your withdrawal?

If not, at this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Please let us know as soon as you receive the payment.

Dear jony_rutty,

We are extending the timer by 7 days. Please note that in case you fail to respond in the given time frame or do not require any further assistance, based on the information provided by the casino, we will consider the complaint resolved.

Greetings all,

Based on my previous posts and the information provided by the casino, we consider the complaint resolved. Therefore, I will now mark it as 'resolved' in our system.

Thank you, Lemon Casino, for your help and cooperation.

Best regards,

Branislav, Casino.guru