Lemon Casino - Spilleren har et problem med forsinket tilbagetrækning.

Good day!

I made a withdrawal, which was credited to my credit card account. Since withdrawals from other people are not allowed to this account, the amount was sent back to the sender on 01/23/2025.

However, the missing amount of EUR 975 was not credited back to my player account. According to the casino, the amount has not been received. After consulting with my credit card company, I was sent a receipt for the return.

However, the casino does not accept this receipt.

I was able to successfully carry out multiple withdrawals to my checking account with the casino.

I request your assistance.

Guten Tag!

Ich habe eine Auszahlung gemacht, welche auf das Konto meiner Kreditkarte gebucht worden ist. Da keine Auszahlung von anderen Personen auf diese Konto erlaubt ist, wurde der Betrag am 23.01.2025 zurück an den Absender gesendet.

Der fehlende Betrag von EUR 975 wurde mir aber nicht mehr auf mein Spielerkonto gebucht. Lt. dem Casino ist der Betrag nicht angekommen. Nach Rücksprache mit meiner Kreditkartenunternehmen wurde mir ein Beleg für die Rücksendung gesendet.

Diesen Beleg akzeptiert jedoch das Casino nicht.

Ich konnte bei dem Casino aber mehrere Auszahlungen auf mein Girokonto erfolgreich durchführen.

Ich bitte um Unterstützung.

Dear burtscher.wolfgang,

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. 

• Did the casino specify what evidence would be satisfactory in this situation for you to provide?
• Could you please share with me your communication with the casino when trying to resolve 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good evening! I will post the email traffic here tomorrow.

Guten Abend! Ich werde hier morgen den mailverkehr posten.

Dear burtscher.wolfgang,

If the issue persists, please note I haven't yet received any evidence from you. Kindly provide it, otherwise we might not pursue the complaint.

My email is tomas@casino.guru

Dear burtscher.wolfgang,

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.