Lemon Casino - Достъпът до акаунта на играча е забавен.

I've been playing at this casino for several months, and since yesterday I suddenly can't log in to my account. I was playing yesterday and had a balance of €140. Then I started having trouble starting games, and support recommended clearing the cache, which I did. After that, I couldn't log in at all. I contacted support several times; they replied once with the same solution as yesterday. I've tried all their suggestions, but nothing works. It's clearly a problem with my account, and support is no longer responding. As a result, I can't withdraw my money. I've already spent several hundred, if not thousands, of euros at this casino.

Ich spiele schon seit mehreren Monaten bei dem Casino und kann mich seit gestern plötzlich nicht mehr mit meinem Konto anmelden. Ich habe gestern noch gespielt und EUR 140 Guthaben noch oben. Dann gab es Probleme Spiele zu starten, der Support hat mir empfohlen den Cache zu löschen, das habe ich getan und dann konnte ich mich gar nicht mehr anmelden. Habe den Support mehrmals kontaktiert, 1x wurde geantwortet, gleiche Lösung wie gestern vorgeschlagen, habe alle Lösungsvorschläge versucht, nichts funktioniert, es liegt eindeutig an meinem Benutzerkonto, support reagiert nicht mehr. Mein Geld kann ich somit auch nicht auszahlen, habe bei diesrm Casino schon mehrere 100 wenn nicht sogar 1000 Euro ausgegeben.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Jacqui1007,

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Dear Jacqui1007,

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,
Katarina
Casino.Guru