Lemon Casino - Играчът няма достъп до своя акаунт.

For two days, I've been struggling with the casino's customer service because after a big win, I was suddenly logged out of my account and cannot log back in. The verification code for password reset is not arriving, even though the email is correct. However, I am receiving other emails from the casino. Customer service says the account is active and nothing is wrong, but they refuse to help me. I've requested the code 10 times now, and still nothing. On October 10, I changed my password and the code arrived without any issues. I believe my account has been blocked without reason and I cannot retrieve my winnings. Please help.

Od dwóch dni walczę z obsługą kasyna, ponieważ po dużej wygranej zostałam wylogowana nagle z konta i nie mogę się zalogować ponownie. Nie przychodzi do mnie kod weryfikacyjny do resetu hasła, a mail jest prawidłowy. Przychodzą za to inne maile z kasyna. Obsługa twierdzi, że konto jest aktywne i nic się nie dzieje, nie chcą mi pomóc. Proszę już po raz 10 o podanie kodu i nic. 10 października zmieniałam hasło i wtedy kod przyszedł bez problemu. Uważam, że mam konto zablokowane bez powodu i nie mogę odzyskać wygranych pieniędzy. Proszę o pomoc.

Dear malinasp647,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there a possibility that someone else logged in to your casino account?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Sometimes, emails can end up in spam or junk folders. Make sure to check these folders for the password reset codes. If the casino insists everything is fine, request a detailed explanation of why you can’t receive the reset codes.

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,

Dominika

Send email by you. It's not possible that someone log in into my account. I checked every folders, nothing.

Dear malinasp647, have you managed to contact the casino and find out why you cannot log in to your casino account?

Yes of course. The said that my account is active and everything is alright.

Dear malinasp647, kindly share your communication with the casino. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Are there any funds in your casino account?

Dear malinasp647,

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.