Lanista Casino - プレイヤーの撤退が遅れています。

Well i played i Won and now i wait. 

I requested 2 withdrawals. First on the 10th of February and the second on the 11th of Feb. On the 26th Feb they requested Documents i uploaded them immediately and they was approved 1 week later. 

The first withdrawal came on the 6th of March

on the 7th of March my second withdrawal got canceled. 

So i went to the Site and wanted to request another one but the System is blocking me now from withdrawal. Kyc Tab is empty.

I tried to contact the Livesupport but they are not helping saying things like use incognito mode and delete cookies.

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 ELSPECK,

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.

• Do I understand correctly that you have already passed the KYC verification?
• Have you used the same payment method for both of your withdrawals?
• Have you accumulated 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,

Attila

Yes they asked for Id+Selfie and i uploaded it. It was confirmed and now the KYC Tab is empty.

I used the first deposit crypto bonus. I only played the allowed Slots with a maximum of 0,80€ per bet, no bonus buys.

Yeah i used the same payment method. (ETH)

Dear Player,

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, Hadi (hadi.a@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,

Attila

Dear ELSPECK,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Lanista Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Lanista Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Dear ELSPECK,

We are writing to inform you, regarding your pending withdrawal request.

At this time, we have had to temporarily pause the processing of your transaction as we require further verification to ensure the security of your account and remain compliant with our financial regulations.

To move forward, we specifically require you to provide crypto proof of ownership and proof of your deposits.

Once the relevant department has reviewed and confirmed these details, we will immediately resume the processing of your withdrawal. Thank you for your patience and cooperation in helping us maintain a secure gaming environment.

Kind regards,

Lanista Casino Team

Dear ELSPECK,

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,
Hadi
Casino.Guru