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Dear Pawelziemba,

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

Please understand that this is NOT a simple withdrawal delay. Lemon Casino has officially CONFISCATED 36,986.51 PLN of my winnings, claiming I violated the "Max Bet" bonus rule.

However, this is a technical error on the casino's part. I placed higher bets, BUT only after the bonus session ended and I deposited my own new, personal funds. The casino system malfunctioned and mistakenly treated my personal cash deposits as "bonus funds."

I have attached bank statements confirming that my winnings came solely from my personal funds and not from a bonus. I request that the status of this complaint be changed from "delay" to "wrongful forfeiture."

Greetings,

Paul Ziemba



Proszę zrozumieć, że to NIE jest zwykłe opóźnienie wypłaty. Kasyno Lemon oficjalnie SKOFISKOWAŁO 36 986,51 zł z mojej wygranej, twierdząc, że naruszyłem zasadę bonusu „Max Bet".



Jest to jednak błąd techniczny kasyna. Obstawiałem wyższe stawki, ALE dopiero po zakończeniu sesji bonusowej i wpłacie własnych, nowych, prywatnych środków pieniężnych. System kasyna uległ awarii i błędnie potraktował moje osobiste wpłaty gotówkowe jako „środki bonusowe".



Załączam wyciągi bankowe potwierdzające, że moje wygrane pochodziły wyłącznie z moich prywatnych pieniędzy, a nie z bonusu. Proszę o zmianę statusu tej skargi z „opóźnienie" na „bezprawne przepadek".



Pozdrowienia,

Paweł Ziemba



Dear Mediator, I am filing a formal complaint against Lemon Casino regarding the unfair, retroactive forfeiture of my winnings of PLN 36,986.51 (total turnover of PLN 144,490) from the August 7th session. I strongly object to the casino's decision, which is based on a serious technical discrepancy in time synchronization, a clear separation of my own funds, and gross administrative negligence. Please review the exact facts of my case: Time zone discrepancy (3:30 PM vs. 6:31 PM): According to my phone (local time in Poland, CEST), the system clearly notified me of meeting the 100% bonus wagering requirement at approximately 3:30 PM. My balance was converted to real money, and I was given the green light to play freely. However, the casino claims the bonus was active until 6:31 PM server time. Due to this 3-hour time difference, the casino falsely accused me of violating the maximum bet rule (PLN 8 limit). Different games used for betting: When I first contacted customer support, they quickly rejected my claim, claiming they wouldn't honor my bets because I'd exceeded the limit on a "fruit slot" (Sizzling Hot Deluxe). However, there's a serious flaw in their reasoning: I'd fully completed and met the bonus requirements on a completely different slot game! I only started playing high stakes on the Sizzling Hot Deluxe fruit slot AFTER the system showed that my bonus had been used and my funds had been transferred to real money.

Szanowny Mediatorze, składam formalną skargę przeciwko Lemon Casino w sprawie niesprawiedliwego, wstecznego przepadku moich wygranych w wysokości 36 986,51 PLN (łączny obrót 144 490 PLN) z sesji z 7 sierpnia. Zdecydowanie sprzeciwiam się decyzji kasyna, opartej na poważnej technicznej rozbieżności w synchronizacji czasu, wyraźnym oddzieleniu moich własnych środków oraz rażącym zaniedbaniu administracyjnym. Proszę o zapoznanie się z dokładnymi faktami mojej sprawy: Rozbieżność strefy czasowej (15:30 vs. 18:31): Według mojego telefonu (czas lokalny w Polsce, CEST), system wyraźnie powiadomił mnie o spełnieniu 100% warunku obrotu bonusem około godziny 15:30. Moje saldo zostało przeliczone na prawdziwe pieniądze i otrzymałem zielone światło do swobodnej gry. Kasyno twierdzi jednak, że bonus był aktywny do godziny 18:31 czasu serwera. Z powodu tej 3-godzinnej różnicy czasu, kasyno fałszywie oskarżyło mnie o naruszenie zasady maksymalnego zakładu (limit 8 PLN). Różne gry wykorzystywane do obstawiania: Kiedy po raz pierwszy skontaktowałem się z obsługą klienta, szybko odrzucili moje roszczenie, twierdząc, że nie uznają moich stawek, ponieważ przekroczyłem limit na „automacie owocowym" (Sizzling Hot Deluxe). Jest jednak poważny błąd w ich rozumowaniu: w pełni ukończyłem i spełniłem wymagania dotyczące bonusu w zupełnie innej grze slotowej! Zacząłem grać o wysokie stawki na automacie owocowym Sizzling Hot Deluxe dopiero PO tym, jak system pokazał, że mój bonus został wykorzystany, a moje środki zostały przelane na prawdziwe pieniądze.


Subsequent Deposits & Clear Separation of Funds:The casino states the bonus ended at 18:31. My payment history clearly shows that I made further, separate cash deposits via BLIK at 18:45, 19:00, and later. These fresh deposits absolutely cannot be linked to the old, finished bonus. The big winnings that I had on my account around 20:30 came directly from these late, clean deposits and my regular gameplay. The old bonus should have zero impact on this money.Irrefutable Proof of Multiple Screenshots (Not 1, Not 2, but Several):I possess a whole sequence of several screenshots that completely expose the casino's flawed timeline:I have screenshots proving that before 18:00, my real money balance grew to over 50,000 PLN because the system treated my funds as fully unlocked and allowed high stakes.I have screenshots proving that around 20:30, after a subsequent losing streak, my balance dropped down to approximately 300 PLN.This proves that the casino performed a retroactive, virtual balance confiscation after the fact. They went back into my history, targeted the exact moment where the server clock hit 18:31, and manually "chopped off" exactly 36,986.51 PLN from my past balance logs, even though the system allowed me to play through those funds in good faith.Drogi Drelichu,

Subsequent The Ultimate Proof of Copy-Paste Negligence ("Fireball Casino"):To prove that Lemon Casino never actually investigated my individual session logs, their Complaints Department sent me an automated rejection template where they completely forgot to change the brand name. The official email text states: "...if a bet exceeding this limit is placed during the wagering period, Fireball Casino may confiscate all winnings...". I have never played at Fireball Casino; my account is with Lemon Casino. This generic template proves my case was handled carelessly by a bot.I am uploading several crucial screenshots showing the completed bonus status, the 50,000+ PLN balance, the subsequent 300 PLN balance, my BLIK payment timeline (18:45/19:00), and the compromising email.I kindly request your intervention to demand the second-by-second server logs from the casino to prove that my high-stakes gameplay occurred out of good faith after the bonus was cleared on my screen.Thank you for your assistance.Best regards,Paweł

Thank you for the clarification. Please allow me to ask a few questions to better understand the situation.

• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings displayed in the bonus balance?
• Do I understand correctly that you completed the wagering requirement of the bonus at 15:55 on August 7? What is the exact time you activated the bonus?
• If possible, could you please share your bonus history in Lemon Casino?

Thank you in advance for your answer.

Dear Jean,



Thank you for your detailed follow-up. Based on my comprehensive profile audit, transaction timestamps, and the newly retrieved records, here are the direct answers to your questions:



1. Balance Separation (Real vs. Bonus Money):

No, Lemon Casino’s system did not mechanically separate my balance into two visible wallets after my raw cash deposits. Because this operator utilizes a "Continuous Balance" system architecture, my fresh cash deposits were automatically mixed into the active session display. However, contractually and factually, the funds were completely different. My screenshots from 20:19 prove that my balance had dropped to a mere 339.04 PLN, which means my previous funds were completely depleted. I was strictly wagering my own fresh deposit of 1,000 PLN made at 19:48:17.



2. Status of Winnings ("Withdrawable" / "Real Money"):

The system registered my winnings as Real Withdrawable Money. The absolute proof of this is that at 21:20 on August 7th, the casino's software fully permitted me to request three independent bank withdrawals (9,000 PLN, 9,000 PLN, and 5,000 PLN) with active "Cancel" buttons. No casino software allows a player to physically trigger and submit standard bank withdrawals if the funds are locked under an unfulfilled promo bonus balance.



3. Wagering Requirement & Activation Timestamps:

- Bonus Activation: The promotion was activated at approximately 10:09 AM on August 7th, at a moment when my account balance was completely down to 0.00 PLN. 

- Bonus Completion: Yes, your understanding is contractually correct. My profile history explicitly shows the promotion reached "Obrót: 100.00%" (Wagering: 100.00%) later that afternoon at 15:55. The entry right above it ("Obrót: 3.33% for a 4,000 PLN threshold") is a completely separate system tracker that monitors the mandatory real-money deposit turnover before a withdrawal is permitted. This confirms the promo bonus was officially closed by the system.



4. CRITICAL NOTE ON CHANGING TIMESTAMPS AND SYSTEM MANIPULATION:

I want to explicitly notify you about a major discrepancy regarding the screenshots. In the full batch of images I uploaded earlier, the casino's internal logs displayed an impossible, glitched date of "2026-08-14" (a date in the future). However, when checking the exact same profile tabs today, the dates have suddenly changed and corrected themselves to the actual chronological timeline. This proves beyond doubt that Lemon Casino has manually altered their system settings, server time zones, or software logs AFTER I initiated this dispute. Their internal financial audit is completely unstable, and they are modifying the interface data in real-time to cover up their technical wallet errors.



5. Irrefutable Game History Evidence (Coin UP: Lightning):

I am also attaching my official Game History from earlier that day. It proves that between 12:47 PM and 13:16 PM, I generated a massive turnover of 6,518.60 PLN on the slot "Coin UP: Lightning" (Booongo) [ST]. This heavy, mid-day session is precisely where the promo wagering requirements were fulfilled, leading to the 15:55 completion status. The casino's automated blanket claim that my high bets violated rules is completely debunked by this specific log.



I kindly request that you formalize this complaint and invite Lemon Casino to explain why they confiscated unlocked cash winnings generated hours after a bonus was marked as 100% completed.



Best regards,

Pawelziemba



Dear Jean,

Just to clarify further regarding the images: please carefully cross-reference the email attachments and the initial screenshots I provided in my first submission.

In those earlier files, you will see the glitched, post-dated timestamps generated by the casino's server. The new attachments I just uploaded in my previous message show how the system interface has since adjusted or modified those dates on my profile today.

Please review both sets of documents to see this unstable server behavior for yourself. Thank you.

Dear Jean,



I am providing additional clarification regarding the timestamps and balance levels in the screenshots to help you audit the timeline perfectly:



1. The "Coin UP: Lightning" session (6,518.60 PLN turnover): In this log, the system displays the correct real-time date and hour smoothly. This marks the exact period where the main body of the volume was generated.



2. The Bonus Status logs with changing balances: As the balance numbers go lower and lower, down to the final pennies (0.99 PLN) where the promotional wagering requirement actually concludes, the system interface switches its behavior. 



Please observe how the system tracks the declining balance and registers the precise moment where the promotional bet constraints ended and my fresh cash deposits took over. This visual transition is the definitive proof of how my funds shifted from the promotion into an unrestricted real-money session.



Dear Pawelziemba,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samko, (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear Pawelziemba,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Lemon Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Lemon Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

Thank you for taking over my case and formally inviting Lemon Casino to the discussion.

There are no new updates since my last post. All the crucial evidence—including my full gameplay history logs, verified bank transfer PDFs showing my 14,000 PLN deposits, and the casino's email confirmation regarding the bonus timeline—has already been uploaded to this thread.

I am ready and waiting for Lemon Casino to provide their official explanation and data logs regarding this retroactive confiscation of my real-money cash winnings.

Best regards,

Pawelziemba

Dear Samuel, Dear Player

Thank you for bringing this case to our attention.

We would like to inform you that we are currently investigating the matter in detail and reviewing the relevant account activity and information. This shouldn't take longer than a couple of days. Once our investigation is complete, we will provide you with a detailed update and our findings.

Thank you for your patience and cooperation.

Kind regards,

Lemon Casino Team 

Hello everyone,

Thank you both for the updates.

Dear Lemon Casino,

Understood. We will wait for your investigation and the detailed update regarding the case.

Thank you for your cooperation.

Dear Samuel, Dear Player,

Thank you for the detailed information provided. We have reviewed the case, including the bonus history, transaction history and relevant game records.

We understand the player's concerns regarding the later deposits, gameplay and timestamps. However, our review does not support the claim that the confiscation resulted from a technical error or manipulation of the player's account.

Please find our position below: 

1. Bonus play and maximum stake violation

The player activated a PLN 4,000 (EUR 1,000) bonus on August 7, 2026.

According to our system records, the bonus play started at 15:58 UTC (17:58 Polish time) and the wagering requirement was completed at 16:31 UTC (18:31 Polish time).

During the bonus wagering period, the player placed multiple bets on Sizzling Hot Deluxe exceeding the applicable PLN 8 maximum stake, including:

20 bets of PLN 20, 46 bets of PLN 50, 163 bets of PLN 100, 245 bets of PLN 200, 104 bets of PLN 500

These bets were made using bonus funds and constituted the relevant violation of the promotional terms. 

Importantly, later bets placed using real-money funds were not themselves classified as maximum-stake violations. The decision was based on the bets exceeding the limit while bonus funds were being used. 

2. Subsequent gameplay and deposits (What happened to the funds afterwards)

The player's later gameplay is an important part of understanding the outcome.

We acknowledge that the player continued playing after the bonus wagering was completed and made additional real-money deposits.

These subsequent deposits were not themselves treated as bonus funds, nor were the subsequent high-value bets classified as additional maximum-stake violations.

The relevant issue is the origin of the funds used for the subsequent gameplay.

The player had generated funds during the bonus cycle in which the maximum-stake restriction was breached. Those funds were subsequently used for further gameplay, resulting in the disputed winnings of PLN 36,986.51.

Therefore, the fact that the player subsequently continued playing or made additional deposits does not reverse the earlier violation or make the winnings generated through the continued use of the affected funds independently valid.

3. Clarification regarding timestamps

We would also like to clarify the player's allegation concerning different timestamps.

Our operational system records are stored in UTC, while the corresponding times displayed or understood by the player may reflect the local time on his device.

The relevant timestamps are:

15:58 UTC = 17:58 Polish time — bonus play started

16:31 UTC = 18:31 Polish time — bonus wagering was completed

Therefore, the apparent difference between the times referred to by the player and those contained in our records can be explained by the UTC vs. Polish local-time presentation, rather than by any alteration of the records.

Our assessment of the disputed bets is based on the operational timestamps recorded by the system and

the decision was based on the recorded bonus activity, transaction history and game logs.

Conclusion

In summary, the case is not about whether the player made subsequent deposits or whether he later played with what he understood to be cash funds.

The later real-money deposits and gameplay were not themselves classified as maximum-stake violations.

The basis of the decision was the earlier breach of the maximum-stake restriction while bonus funds were being used, and the subsequent use of funds generated through that non-compliant bonus gameplay.

Applicable Terms & Conditions:

19. Regulations regarding bonuses:

Point 4. (...) Bonuses are awarded as part of the conditions contained in the Regulations of individual Lemon Casino promotions.

Point 6. If a Player violates any of these restrictions, Lemon Casino reserves the right to suspend payments and confiscate all winnings.

Point 10. Before processing any withdrawal, gameplay will be reviewed for irregular patterns. Unless explicitly stated otherwise in the promotional terms and conditions, the maximum stake allowed (including features such as bonus buy, gamble options, or mini-games) cannot exceed 2 € in total stake of a single spin and/or 0.20 € per line, while wagering requirements are active. If you place a stake higher than the allowed limit during this time, Lemon Casino reserves the right to confiscate all winnings and bonus funds related to that bonus, including any winnings generated from compliant bets. This means any winnings from the bonus will be forfeited, and you will not be able to withdraw those funds(...)"

We hope this answered all questions sufficiently. We remain fully cooperative with the Casino Guru team and are happy to provide the relevant records needed to independently verify the bonus timeline and the disputed gameplay.

Kind regards,

Casino Representative

Dear Samuel,

I would like to respond directly to the statement provided by the Lemon Casino representative. The casino's defense perfectly confirms my case and exposes the technical failure of their "Continuous Balance" system.

1. Mutual Agreement on Timestamps:

The casino officially confirms that my promotional bonus concluded at 16:31 UTC (18:31 Polish local time). From this exact minute onward, all maximum bet restrictions legally expired.

2. The Source of the Winnings (The 339.04 PLN Proof):

The casino claims that my subsequent winnings of 36,986.51 PLN originated from "contaminated funds" generated during the bonus cycle. This is mathematically and factually impossible based on my tracking logs:

- At 17:48 UTC (19:48 Polish local time), hours AFTER the bonus ended, I deposited 1,000 PLN of my own raw cash via PKO Bank Polski (verified by my uploaded bank PDF).

- At 18:19 UTC (20:19 Polish local time), my total balance had dropped down to just 339.04 PLN (as proven by my previously uploaded slot screenshot).

This means all previous funds on the account were entirely depleted and gone. The 339.04 PLN remaining on my screen was strictly the last part of my OWN 1,000 PLN cash deposit that was actively losing in the machine. It was precisely from this low cash balance that I triggered the legitimate feature on Burning Clover Link, which generated the massive payout.

3. Predatory Retroactive Enforcement:

The casino admitted that my later deposits were "not treated as bonus funds" and my evening high stakes "were not classified as violations." Therefore, by confiscating my 36,986.51 PLN balance, Lemon Casino is illegally seizing profits generated from a fresh, independent raw cash deposit. They allowed me to risk 14,000 PLN of my own hard-earned money in deposits that evening, but the moment I won, they retroactively wiped my balance using an expired morning session as an excuse.

Since the casino has explicitly confirmed the bonus ended at 16:31 UTC and my cash deposits were independent, I kindly ask Samuel to rule in my favor and request the full restoration of my 36,986.51 PLN cash balance.

Best regards,

Pawelziemba

Hello everyone,

thank you both for the detailed updates and explanations.

Dear Pawelziemba,

I have reviewed your latest response and the casino's explanation.

The casino has now clearly confirmed that the maximum-stake violation occurred during the bonus wagering period, and that the later bets placed with real-money funds were not themselves considered violations.

Before I can reach a conclusion, however, I need to establish exactly how the funds from the bonus period were subsequently treated and whether the confiscation affected only winnings connected to the non-compliant bonus activity or also funds that were deposited separately as real money afterwards.

I would therefore like to clarify one point with you first.

You have not directly addressed the casino's statement that you exceeded the applicable maximum stake while wagering with bonus funds. Are you aware that you placed the bets described by the casino above during the bonus wagering period, including the bets exceeding the stated maximum stake?

If you acknowledge that you did exceed the applicable maximum stake while using the bonus, then I would consider the casino's position regarding the violation itself to be understandable, provided that the applicable bonus terms clearly allowed the casino to confiscate the relevant bonus winnings.

However, the remaining question is what happened to the funds afterwards. In particular, I need to establish whether the casino also affected or confiscated funds that originated from your subsequent real-money deposits and gameplay.

Dear Lemon Casino,

Thank you for the detailed explanation and for clarifying the timeline and the distinction between the bonus gameplay and the subsequent real-money activity.

However, I still need more detailed records to independently verify how the funds moved through the account after the bonus wagering was completed.

You state that the disputed PLN 36,986.51 originated from funds generated during the bonus cycle in which the maximum-stake violation occurred. At the same time, you confirm that the player subsequently made additional real-money deposits and that the later bets were not treated as bonus bets or as maximum-stake violations.

I therefore need to understand precisely how you determined that the disputed balance remained connected to the earlier non-compliant bonus activity despite the subsequent real-money deposits and gameplay.

Please provide the following:

1. The complete gameplay log for the relevant period, including all bets, game rounds, timestamps, bet amounts, outcomes, and, where available, an indication of whether each bet was funded from bonus funds or real-money funds.
2. The complete account transaction history for the relevant period, including all deposits, withdrawals, bonus credits, bonus deductions, balance adjustments, winnings, losses, and any other transactions affecting the player's balance.
3. A clear breakdown of the player's bonus balance and real-money balance over time, particularly from the beginning of the bonus wagering period until the confiscation.
4. Please specifically explain how the funds generated during the non-compliant bonus play were tracked after the wagering requirement was completed, and how you determined that those funds were still present or contributed to the disputed PLN 36,986.51 after the player made subsequent real-money deposits.
5. Please clarify whether the player's subsequent real-money deposits were ever mixed with, added to, or used together with funds originating from the bonus. If so, please explain how your system tracks the different sources of funds.
6. Most importantly, please provide a step-by-step calculation of the PLN 36,986.51 confiscation, showing which amount was considered bonus-related, which amount originated from subsequent real-money deposits, and exactly what amount was ultimately confiscated under the maximum-stake violation.

The player's argument is essentially that the funds generated from the bonus had already been depleted before the subsequent real-money deposits and gameplay, and that the disputed winnings were therefore generated from his own later deposits.

I cannot independently verify or reject this argument based solely on the current explanation. I need the underlying gameplay and balance records to reconstruct the sequence of events and determine whether the casino's conclusion regarding the origin of the disputed winnings is supported by the account records.

Please provide the complete records rather than selected examples, as the distinction between bonus funds and real-money funds is central to my assessment.

Once I receive and review these records, I will be able to assess whether the confiscation was limited to winnings connected to the non-compliant bonus activity or whether it also affected legitimate real-money funds generated afterwards.

Thank you both for your cooperation.