Here is a chat transcript sent to me.

LiveAgent

Chat transcript

Hi Dan Marks,

We are sending you the chat transcript you requested.

Dan Marks (13:25:47): withdrawal
Elisa (13:25:53): Hey, Dan! 👋 I am Elisa and I will be at your service today.
Dan Marks (13:26:28): I was wondering about my withdrawal is everything ok with my verification?
Elisa (13:27:44): One of our managers will check your documents and inform you of the progress by e-mail
Dan Marks (13:28:10): they were sent in a while ago
Elisa (13:30:24): As part of our security procedure, please send the following documents in response to support@lemon.casino to this email (alternatively, you could add the files on your Player Account). -Bank statement for address verification in PDF format.
The document must include your full name and residential address, and cannot be older than 3 months.
You can generate the statement through your bank’s mobile application or by contacting their customer service department.
Dan Marks (13:30:30): Back in January 2024 i got a message when I logged on my account was verified just checking to make sure
Elisa (13:31:08): No, your account has not been verified
Dan Marks (13:31:47): why is it taking this long as its over 9 months
Elisa (13:32:37): We are still missing the confirmation of the address in PDF format not older than 90 days
Dan Marks (13:34:04): how do I upload this?
Dan Marks (13:34:32): the utility bill was verified back in jan 2024
Dan Marks (13:35:29): there is no option to upload it how do I do it again?
Elisa (13:36:18): https://lemon.casino/en/upload-documents
Dan Marks (13:36:51): thanks uploading it now
Elisa (13:37:20): Thank you for your co-operation
Dan Marks (13:45:53): your system says it was approved sent an image
Dan Marks (13:47:43): they all have check marks but your system says pending still. I also have an email from your system saying it was approved I can send you and image too
Elisa (13:48:06): We do not accept formatted, black-marked files, scanned copies or screenshots from online banking. We only accept original PDF documents that you have downloaded from online banking.
Dan Marks (13:49:49): ok this new one was downloaded from the utility company site
Elisa (13:52:45): Thank you for your co-operation
Dan Marks (13:53:35): there is proof your system approved the address documents
Dan Marks (13:54:49): is the new utility bill I sent ok as it was downloaded right from the company website
Elisa (13:55:06): It could have been a mistake
Elisa (13:55:39): One of our managers will check your documents and inform you of the progress by e-mail
Dan Marks (13:55:48): how is this my fault? I started playing as it said I was verified now I can’t get my withdrawal
Elisa (13:58:58): We are in the process of checking your documents.
Dan Marks (14:03:08): this also proves I deposited to your casino
Dan Marks (14:07:03): I downloaded a statement that shows my name and address from the bank as well. just in case.
Elisa (14:07:40): Thank you
Dan Marks (14:08:11): how long will it take to verify the document that says it’s processing?
Dan Marks (14:09:33): once they verify it they can process my withdrawal?
Elisa (14:10:59): Before payouts are processed, the player’s gaming behaviour is checked for unusual gaming patterns. Unless expressly stated otherwise in the terms and conditions of the promotion, the maximum permitted bet (including features such as bonus purchase, gambling and/or mini-games) must not exceed €2 in total and/or €0.20 per line until the wagering requirements have been met. Bets that exceed this limit until the bonus has been fully wagered will not be accepted. The following limits apply for other currencies: 2 USD, 2 CAD, 10 PLN, 20 NOK, 200 INR, 800 HUF, 40 ZAR.
Dan Marks (14:13:03): so you’re looking for ways not to pay players this isn’t right.
Elisa (14:14:41): These rules are generally put in place to ensure fair play and avoid exploitation of the bonus system.
Dan Marks (14:16:11): I have downloaded the chat text as this I played for 6 hours and hon back some of the money I lost and now you’re not going to pay it out. this is fraud.
Dan Marks (14:18:27): you are fin taking my deposits and then when a player wins you don’t pay them this isn’t right and against the law., Not happy about this as you were the ones that said that I was verified and now I’m not and if I get verified you will try not to pay me. come on this isn’t a legit casino then
Elisa (14:19:19): Your documents will be checked and the game history. After verification, you will receive an e-mail
Dan Marks (14:19:38): how long does this take?
Elisa (14:20:28): Unfortunately I can’t give an exact time
Dan Marks (14:21:36): Guess I’m out my money yet again another casino that’s a scam. Hard to find legit casinos
Dan Marks (14:23:29): I can see the reviews on Trust Pilot you have scammed many people. I’m contacting my bank as you just told me that I won’t get my money
Dan Marks (14:24:14): here is a trust pilot review Chris P
1 review
CA
Rated 1 out of 5 stars
A day ago
Scam website
Scam website. Bonus conditions state that you can only bet max 2 CAD. First time I’ve ever came across this nonsense. Scammed me of 150 bucks. Avoid like the plague.

Date of experience: October 09, 2024
Elisa (14:24:47): We have not given you such information. Once your documents and game history are checked, I cannot tell you when your payout will be processed.
Elisa (14:25:47): Please be patient, we will endeavour to clarify your request as quickly as possible
Dan Marks (14:26:35): It’s not going to be as your system said I was verified and then you say it wasn’t you can’t be trusted at all. as I have never heard a casino looking through players gaming history unless they are looking for ways not to pay.
Elisa (14:28:29): You can find all the information on the bonus terms here https://lemon.casino/en/promo/bonuses-terms
Dan Marks (14:31:15): scam casino I’m preparing my reviews to post as I know your not going to pay as there is no reason to bring uop what you did unless you know your not paying out.
Dan Marks (14:33:51): I’m just going to lose the money I weon as I know your not paying me
Elisa (14:33:51): First and foremost, we want to assure you that our goal is to provide a fair and enjoyable gaming environment for all of our customers. We take all payment-related issues very seriously.
Dan Marks (14:38:16): Noit enjoyable when you say I’m verified and I start depositing and then you say I’m not verified and then when you say when I get verified I will not get my withdrawal as you have to see my gaming. I played fair and trusted if I won I would get my money and most casinos lock it that you can’t bet over the max but you don’t just to take people winnings. this isn’t fair play.
Elisa (14:40:01): Please be patient. You will be informed about the progress by e-mail.
Dan Marks (14:41:37): I have no faith in this place after this chat and reading reviews on trust pilot. I canceling my request and just losing the money as I know for a fact your not paying out
Dan Marks (14:42:50): it doesn’t take that long to verify a document. I