Lanista Casino - プレイヤーの撤退が遅れています。

Hello,

On January 18, 2026, I won €3900 at Lanista Casino. I played using a bonus, which I fully wagered. I requested a withdrawal of €500 on the same day and another of €500 the following day. After several days of no progress, I contacted customer support. Unfortunately, they only gave me vague assurances and told me there was a slight delay. On February 8, 2026, I received a request to verify my identity and upload various documents. The document upload feature was only enabled on the same day I received the request. In essence, I received the verification request approximately three weeks after submitting the withdrawal request.

On February 8, 2026, I uploaded all the documents and waited until February 13, 2026, when I was asked to upload documents again. However, it wasn't clear which documents were required again (see attached screenshot), and support couldn't help me. They didn't understand what I wanted and their response was completely unrelated to my question.

I've been waiting for the payout for almost a month now.

Hallo,

ich habe am 18.01.2026 im Casino Lanista 3900€ gewonnen. Es wurde mit Bonus gespielt und dieser wurde vollständig umgesetzt. Ich beantragte am gleichen Tag und am nächsten Tag eine Auszahlung in Höhe von jeweils 500€. Mehrere Tage nach dem nichts passierte, kontaktierte ich den Support. Dort wurde man leider nur vertröstet und einem mitgeteilt daß es sich leicht verzögert. Am 08.02.26 erhielt ich dann die Aufforderung mich zu verifizieren und diverse Dokumente hochzuladen. Das hochladen der Dokumente wurde auch erst an dem gleichen Tag der Aufforderung freigeschaltet. Die Aufforderung zur Verifizierung erhielt ich quasi erst ca. 3 Wochen nach dem Auszahlungsantrag.

Am 08.02.26 lud ich alle Dokumente hoch und wartete bis zum 13.02.26 , da sollte ich dann wieder Dokumente hochladen. In diesem Fall ist aber nicht ersichtlich welche Dokumente erneut gewollt (beigefügter Screenshot) sind und beim Support konnte mir nicht geholfen werden. Der Support hat gar nicht verstanden was ich wollte und antwortete mit keinem Bezug zu meiner Frage.

Ich warte jetzt schon fast einen Monat auf die Auszahlung.

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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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which documents have you submitted to the casino for verification? Have any of them been reviewed and approved by the casino’s relevant department?
• Have you tried contacting customer support via email to clarify which documents you may need to resubmit?
• What types of games did you play?
• Could you please send me a link or a screenshot of the bonus you activated and played with?

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

Best regards

Veronika

Hello,

Customer service was informed via email, but there was no response.

The following documents were submitted:

Credit card front and back

Identity card front and back

Transaction history

Selfie + ID with website in the background

Only slots were played.

Screenshots come separately via email.

Hallo,

der Kundendienst wurde per E-Mail informiert, aber es gab keine Antwort.

Folgende Dokumente wurden eingereicht:

Kreditkarte Vor - und Rückseite

Personalausweis Vor - und Rückseite

Transaktionsverlauf

Selfie + Ausweis mit Webseite im Hintergrund

Es wurden nur Slots gespielt.

Screenshots kommen separat per E-Mail.

Hello Zippex83,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Have you received any response from customer support via email in the meantime? If so, kindly forward it to me at veronika.f@casino.guru.

What suggestions did you receive from live chat support regarding the verification request?

Am I correct in understanding that you originally uploaded your documents on February 8, but these documents are no longer visible in your casino profile?

Hello,

I have now been informed which documents I need to submit.

I did this, but then I didn't hear anything for another 4 days.

Hallo,

mittlerweile wurde mir mitgeteilt was ich an Dokumenten nachreichen soll.

Dies habe ich getan, danach habe ich aber wieder 4 Tage nichts gehört.

• Which identity documents have you submitted to the casino, and when exactly did you submit the most recent one?
• Have any of your documents been reviewed and approved by the relevant department in the meantime?
• Have any of your documents been declined during the KYC process?
• Are there any documents in your account that are still pending verification?
• When was the last time the casino communicated with you regarding the verification of your account?

Hello,

All documents were accepted except for the selfie with ID card and the website in the background.

This was rejected again on March 5, 2026.

The verification portal is having a problem; the selfie is not being accepted as a JPG file.

Converted to PDF and PNG format, it can be uploaded but will be rejected by the KYC department as not being original.

To me, it now looks more like a delaying tactic, so that they might squander the winnings again.

I have been waiting for my payout since January 18, 2026.

Communication with the casino is very slow to non-existent.

Document verification takes approximately one week each time.

Hallo,

es wurden alle Dokumente bis auf das Selfie mit Perso und der Website im Hintergrund akzeptiert.

Am 05.03.26 wurde dies erneut abgelehnt.

Problem im Verifizierungsportal wird das Selfie als JPG Datei nicht angenommen.

Umgewandelt in PDF und PNG kann man hochladen aber wird von der KYC Abteilung als nicht Original abgelehnt.

Für mich sieht es mittlerweile eher wie eine hinhalte Taktik aus,damit man eventuell den Gewinn wieder verspielt.

Ich warte nun seit 18.01.26 auf meine Auszahlung.

Kommunikation mit dem Casino ist sehr schleppend bis kaum vorhanden.

Dokumentenprüfung dauert jedesmal ca. 1 Woche.

Dear Zippex83

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Zippex83,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Lanista Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Quick update:

Verification has finally worked and the first €1000 has been paid out.

Kurzes Update:

Verifizierung hat nun endlich geklappt und die ersten 1000€ wurden ausgezahlt.

Hello Zippex83,

I’m happy to hear things are moving in the right direction. I will leave this complaint open until I receive confirmation that all funds have been received.

Thank you,

I will let you know as soon as all the funds have been received.

Vielen Dank,

sobald alle Gelder eingegangen sind,gebe ich sofort bescheid.

Dear Zippex83,

We are pleased to confirm that your account verification and the 2 initial withdrawal requests have been successfully completed.

Furthermore, we would like to inform you that our team is looking into your latest withdrawal requests.

We truly appreciate your patience and cooperation and we’ll make sure to keep you informed every step of the way.

Kind Regards,

Lanista Casino Team

Dear Lanista Casino representative,

thank you very much for the update. I will leave this complaint open until Zippex83 confirms his withdrawals have been paid out.

Hello,

We still need €1400 and then it's done.

Hallo,

1400€ fehlen noch und dann ist es erledigt.

Dear Zippex83,

We would like to inform you that we are looking into your pending withdrawal requests and we endeavour to complete them as soon as possible.

Thank you for your cooperation and patience.

Kind Regards,

Lanista Casino Team

Dear Lanista Casino Team,

Thank you for providing the information. We would appreciate it if you could keep us updated on any developments.

The payout has now been completed.

Auszahlung ist jetzt komplett erfolgt.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Zippex83,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia