Lemon Casino - Igrač se suočava sa odloženim povlačenjem zbog zahteva kazina.

The casino requires me to take a photo of the card I haven't even used to deposit money. They keep finding excuses to not pay me my money.

kasyno wymaga ode mnie zdjęć karty której nawet nieuzywalam do wpłaty teraz. Co chwilę wynajduje jakiś powód żeby mi noe wypłacić piwniedzy

Hello,

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 advise which payment method you have used for deposits and which for withdrawals?
• Have you made previous withdrawals from the casino?
• Could you please list which documents you provided to the casino for verification thus far?
• Does the number of the card appear in any documents you provided to the casino during verification?
• Did the casino justify or explain why they want this document from you?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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Thank you for your patience, and stay safe.

Dear Tomas and Casino Guru Team,

We appreciate the opportunity to clarify the situation raised by the player.

After a thorough review of the case, we can confirm that the player’s account was fully verified, and both withdrawal requests — for PLN 3978.75 and PLN 4000 — were approved and sent on July 19, in full, without any deductions or delays.

We would like to further clarify a few key points:

• Verification of Payment Method – The player was asked to provide documentation related to payment cards mentioned in the submitted bank statement. This is a standard procedure, ensuring the secure handling of user funds. The request was not related to the card used for the deposit itself, but to another card number visible in the provided document.

• Transparency and Communication – All document requests included clear instructions and each document approval was also promptly confirmed.

• The full account verification was completed on July 18 at 16:35, and both withdrawals followed standard procedure and were processed the next day.

Conclusion:

We fully understand how parts of this process might have seemed unclear to the player, especially if there was an assumption that all documents had already been sufficient. However, from our side, we communicated clearly, promptly, and respectfully, while offering flexible verification options and maintaining strict adherence to regulatory standards.

We’re pleased that both withdrawals were completed successfully and that the player’s account is now fully verified. Should there be any further concerns, our support team remains available and ready to assist.

Kind regards,

Casino Representative

Lemon Casino🍋

Thanks to both parties for your replies.

Dear player,

Could you please confirm the verification of your account was complete and the payout reached your bank account?

May we consider the issue resolved?

Looking forward to your reply.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear OLIOLI7,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas