Lemon Casino - El jugador cree que el reintegro se ha retrasado.

Hello, I deposited €25 at Lemon Casino and won €400. I then requested a payout of €400 and was then asked for verification by email. I sent the casino my identity card (both sides). They also wanted my online banking a single document that confirms the deposit and an excerpt from November where my address is visible and all in PDF format which of course I have also done, but they are still not satisfied. I do not know what else they want from me. Please help she me

Kind regards

S*** Jessica

Hallo habe beim Lemon Casino 25€ eingezahlt und 400€ gewonnen.Habe dann eine Auszahlung der 400€ beantragt,wurde dann um die Verifizierung gebeten per Email.Habe dem Casino meinen Personalausweis (beide Seiten)zukommen lassen.Desweiteren wollten sie aus meinem Online banking ein einzelnes Dokument was die Einzahlung bestätigt und einen Auszug aus November wo meine Adresse ersichtlich ist und das alles im PDF Format was ich natürlich auch erledigt habe,aber sie sind immer noch nicht zufrieden.Ich weiß nicht was die noch von mir wollen.Bitte helfen sie mir.

Mit freundlichen Grüßen

S*** Jessica

Dear schaeferjessica,

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 schaeferjessica,

Have you received your withdrawal from the casino yet?

Dear schaeferjessica,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.