Lemon Casino - El retiro del jugador se retrasa debido a problemas con su cuenta.

Dear Casino Guru Team,

After reading your positive review of Lemon Casino on your website, I registered there and started playing.

Today I wanted to withdraw my winnings of over €1,000. However, the document upload function in my profile is unavailable, as it indicates that it is not yet activated.

I then contacted Lemon Casino's support chat and asked them to activate this option. However, the support team's response was that I should continue playing, as the feature would activate automatically.

However, I would like to withdraw my winnings and not continue playing.

I therefore ask for your support in resolving this problem.

Thank you in advance for your help!

Best regards

Harry6699

Liebes Casino Guru Team,

nachdem ich eure positive Bewertung über Lemon Casino auf eurer Website gelesen habe, habe ich mich dort registriert und mit dem Spielen begonnen.

Heute wollte ich meinen Gewinn von über 1.000 € auszahlen lassen. Allerdings ist die Funktion zum Hochladen von Dokumenten in meinem Profil nicht verfügbar, da dort angezeigt wird, dass sie noch nicht aktiviert ist.

Daraufhin habe ich den Support-Chat von Lemon Casino kontaktiert und um Aktivierung dieser Option gebeten. Die Antwort des Supports war jedoch, dass ich weiter spielen soll, da sich die Funktion automatisch aktiviert.

Ich möchte jedoch meinen Gewinn auszahlen lassen und nicht weiterspielen.

Ich bitte euch daher um Unterstützung bei der Klärung dieses Problems.

Vielen Dank im Voraus für eure Hilfe!

Mit freundlichen Grüßen

Harry6699

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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 confirm you attempted to request a payout regardless of your verification status? With what result?
• Did you make sure you completed the necessary wagering of your deposit?

12. Every deposit made into a Player’s Account is subject to at least one turnover before any funds stored in the Player’s Account will be available. Bets with minimal risk (opposing bets) on table Games are not counted towards the fulfillment of deposit trading conditions. There is a possibility of a handling fee of 5% (minimum € 10 per transaction) if you wish to cancel the game and close the Player's Account before making at least a 1 turnover.

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

Dear Harry6699,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru