Complaints Procedure
Lemon complaints begin with customer support and can proceed to a formal written submission if the issue remains unresolved. Orange Entertainment B.V. provides a Complaint Submission Form for the formal procedure. Keep the original support record so the complaint can be investigated as one case.
Prepare the complaint
| Part of the submission | What to provide |
|---|---|
| Account | Registered account holder and identifier |
| Event | Date, product, transaction or game reference |
| Description | A brief chronology and the disputed action |
| Evidence | Relevant support replies, confirmations and screenshots |
| Requested outcome | The action or explanation you are seeking |
Only the registered account holder may file a complaint under Lemon’s procedure. First ask support for clarification or an informal resolution. If that does not resolve the issue, obtain the official form through the account service and submit the written complaint. Do not send multiple versions with different amounts or dates; if you correct a mistake, identify the correction clearly.
Acknowledgement and review
The published procedure distinguishes responsible-gaming complaints from other complaints. Responsible-gaming matters receive priority. For other complaints, acknowledgement is described within seven calendar days and a final response is targeted within four weeks; a notified extension can apply in complex cases. Ask the case handler for the timetable applying to your complaint rather than treating a target as a guaranteed outcome.
Final response and escalation
Keep the final written response, including the reason for the decision and any proposed remedy. After the internal procedure, eligible unresolved disputes may be referred to Resolvo, the independent ADR provider named by Lemon. Its admission conditions and evidence requirements still apply. Use the referral details in the current official procedure and include the original complaint and final response.
The Curaçao Gaming Authority supervises licensing compliance; Lemon’s procedure distinguishes that supervisory role from deciding an individual transaction dispute. If a case concerns a personal-data right, keep that request identifiable as a privacy matter rather than embedding it only in a payment complaint.
Choose the relevant supporting procedure
For a delayed withdrawal, compare Payments and Withdrawals and attach the transaction reference. For a verification decision, consult AML and KYC and identify the document request. For data access or correction, use Privacy Policy. Start account contact through support within the account service and obtain the current official complaints procedure.