Lemon Casino - Die Einzahlung wurde dem Spielerkonto nicht gutgeschrieben.

I attempted to make a deposit of €100 with Jeton and claim a bonus. However, upon claiming the bonus in the bonus tab, I received an error message. Despite this, the transaction is displayed as successful on both ends. Nevertheless, I did not receive my playable balance.

Unfortunately, the support team has proven to be unhelpful. They simply assert that everything went smoothly and do not bother to address my concerns. I find this rather impertinent!

Ich wollte 100 € mit Jeton einzahlen und einen Bonus claimen. Beim claimen im Bonus-tab bekam ich eine Fehlermeldung. Die Transaktion wird allerdings auf beiden Seiten als erfolgreich angezeigt. Balance zum Spielen bekam ich nicht.

Der Support ist leider gar nicht hilfreich. Der behauptet einfach, dass alles korrekt verlaufen ist und geht auch gar nicht auf mich ein. Finde ich ziemlich unverschämt!

Dear dmr2103,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

I think it's a technical error related to booking the bonus. The transaction is shown as successful in the casino. Unfortunately I couldn't access it and the balance is 0. A support employee has now contacted me. Let's see what happens.

Ich denke es ist ein technischer Fehler im Zusammenhang mit der Buchung des Bonus. Die Transaktion wird im Casino als erfolgreich angezeigt. Leider konnte ich darauf nicht zugreifen und bei der Balance steht 0. Es hat sich jetzt auch mal ein Support-Mitarbeiter mit mir in Verbindung gesetzt. Mal sehen was bei raus kommt.

Dear dmr2103,

The error may still be caused by failed transaction. Please be sure to forward a payment confirmation from your provider to the casino as a proof that you did send the money. Let us know once the casino will provide you any update regarding the case.

The transaction was successful and I quickly communicated this to support. The support contacted me briefly. But there has been silence for a few days. So far I haven't received any further updates.

Die Transaktion war erfolgreich, das hatte ich dem support auch schnell übermittelt. Der support hatte kurzzeitig mit mir Kontakt aufgenommen. Seit ein paar Tagen ist aber Stille. Bisher habe ich kein weiteres update bekommen.

Would it be possible to forward the payment confirmation and your casino account deposit history to nikolas.b@casino.guru?

Hi Nick, I sent you the payment history by email. I also sent the game history with the last bets. Just want to make it clear that I never received the deposit and didn't gamble it away. Lemon support has also received the gameplay, but everything still seems very complicated. This is absolutely incomprehensible to me because the matter is clear.

Hi Nick, ich habe dir den Zahlungsverlauf per email zugeschickt. Dazu hab ich den Spielverlauf mit den letzten Wetten gesendet. Will nur klarstellen, dass ich nie die Einzahlung erhalten habe und diese auch nicht verspielt habe. Der Spielverlauf liegt dem Support von Lemon auch vor, trotzdem scheint alles sehr kompliziert zu sein. Mir ist das absolut unverständlich, da die Sache eindeutig ist.

Thank you dmr2103 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello dmr2103,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Lemon Casino to join the conversation.

Dear Lemon Casino,

Can you please provide information on why was the player's deposit not credited to the player's account balance?

Hello, you can close the case.

I received the money today!

Many thanks to the Guru team!

Hallo, ihr könnt den Fall schließen.

Ich habe heute das Geld erhalten!

Vielen Dank an das Guru-Team!

Thank you for your response, dmr2103.

I'm glad to hear that you received the money. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru