Lanista Casino - La retirada del jugador se ha retrasado durante más de un mes.

I don't know why it says Puerto Rico here, I play from Germany.

Let me describe what happened: I deposited on December 10th and started playing on the evening of December 11th at 11 PM. It's a non-sticky casino, and I hadn't activated any bonus. During the free spins on the game Jaws of Justice, I hit the maximum win with a 60-cent bet and won 6,000. I played for a few more hours and eventually left 5,500. I requested a withdrawal of 1,000 due to the casino's limits. Nothing happened for a week. The maximum win pullover from Hacksaw arrived in the meantime. Then, on Thursday of the following week, I was told I needed to verify my identity. I provided everything they requested. The response was that the quality of my pictures was too poor (Sony Alpha camera and a Samsung S25 Ultra). I checked myself; every letter on my ID is legible, and selfies are clearly recognizable. After hearing this a total of three times (I didn't receive an email; I always had to ask in the live chat), I naturally got angry. Today I was in the live chat again, where I was told my documents were fine, but at that moment the page changed, and I was now supposed to verify my wallet, including my name, address, and date of birth. I use Exodus, which isn't a personal wallet. I also used it for the deposit. A full month has passed, and I haven't received a single cent. I don't know what else to do.

Warum auch immer hier Puerto rico steht, ich spiele aus Deutschland.

Ich beschreibe mal die Entwicklung: ich habe am 10.12. Eingezahlt, und am 11.12. Abends um 23 Uhr angefangen zu spielen, es ist ein non sticky casino und ich hatte keinen Bonus aktiviert. Bei dem Spiel jaws of justice habe ich dann auf einem Einsatz von 60 Cent in den freispielen den maxwin getroffen und damit 6k gewonnen. Ich habe noch ein paar Stunden gespielt und schließlich 5,5k stehen lassen. 1k zur Auszahlung beantragt, aufgrund der limits des casinos. Eine Woche lang nichts passiert. Der maxwin pullover von hacksaw ist inzwischen angekommen. Dann am Donnerstag der folgewoche habe ich erfahren, dass ich mich verifizieren soll. Ich habe alles, was verlangt wurde, geliefert. Daraufhin kam die Antwort, dass due Qualität meiner Bilder zu schlecht sei (Sony alpha Kamera und ein Samsung s25 ultra). Ich habe es selbst überprüft, es ist jeder Buchstabe auf meiner ID lesbar und selfies sind klar erkennbar. Nachdem ich das insgesamt 3 Mal gehört habe ( es kam keine Mail, ich musste immer im live Chat nachfragen), bin ich natürlich irgendwann sauer geworden. Heute war ich nochmal im live Chat, wo mir gesagt wurde, meine Dokumente seien ok, doch im selben Moment änderte sich die Seite, und ich sollte nun meine wallet nachweisen, mit name, Adresse, Geburtsdatum. Ich nutze exodus, was keine personenbezogene wallet ist. Für die Einzahlung habe ich diese ebenfalls genutzt. Es ist ein voller Monat vergangen und ich habe noch keinen Cent. Ich weiß nicht, was ich noch machen soll.

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Dear Biggelow, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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

Best regards, 

Attila G.

Well, the problem was, I never received an email; I always had to ask in the live chat. It took a whole week before I even had the chance to verify my account. They started by demanding a picture of my ID and a selfie with the casino visible in the background. Difficult enough, but I complied. Then nothing happened again. Another week without any updates, neither on the website nor via email. Then the stalling tactics began. My account quality was supposedly too low. Okay, maybe that can happen once in a while. But after three attempts with a thorough self-check... countless inquiries in the live chat, this seemed unbelievable. I wrote to support via email and sent them the pictures as well. Now, yesterday (a whole month has passed), my status had changed to "it looks like your account doesn't need to be verified." So I asked again in the live chat. They told me my verification looked good. During the conversation, the situation changed, and I was asked to provide proof of my wallet address, which, as mentioned, is impossible since I use Exodus, an anonymous wallet. What really annoyed me was that they kept coming up with new requirements after five weeks. It's clearly a tactic to weaken me and make me lose my winnings. That's why I filed a complaint. I also sent screenshots of my wallet address and the payment from December 10, 2026.

Naja, das Problem war, ich habe nie eine Mail bekommen, sondern musste immer im live Chat nachfragen, das hat erst mal eine Woche gedauert, bis ich überhaupt die Möglichkeit hatte, mich zu verifizieren. Angefangen haben die Forderungen mit einem Bild meiner ID, und einem selfie von mir auf dem im Hintergrund das casino zu sehen ist. Schwer genug, aber ich habe geliefert. Anschließend passierte wieder nichts. Wieder eine Woche lang keine Updates, weder auf der Seite, noch per Mail. Dann begann die hinhalte Taktik. Meine Qualität sei zu schlecht. Ok das kann ja vielleicht einmal passieren. Aber nach 3 Versuchen mit ausführlicher sichtungsprüfung von mir selbst... unzählige Anfragen im live Chat, schien mir dies unglaubwürdig. Ich habe dem Support geschrieben, per Mail, auch dort die Bilder hingeschickt. Jetzt gestern (ein ganzer Monat verging) war mein statis geändert, auf "es sieht so aus als müsse dein konto nicht verifiziert werden". Ich habe daraufhin wieder im live Chat nachgefragt. Live chat sagte mir, meine Überprüfung sieht gut aus. Während des Gesprächs änderte sich die Seite, und ich sollte meine wallet nachweisen, was wie bereits erwähnt, nicht in Verbindung mit einer Person möglich ist, weil ich Exodus nutze, welche eine anonyme wallet ist. Aber auch, dass denen nach 5 Wochen noch neue Sachen einfallen, die man verlangt, hat mich sehr aufgeregt. Es ist spürbar taktik, damit ich schwach werde und meinen Gewinn verspiele. Daraufhin hab ich die Beschwerde verfasst. Trotzdem habe ich Screenshots von meiner wallet Adresse und der Zahlung vom 10. Dezember 2026 geschickt.

Sorry, I meant December 2025, that was a typo. The deposit was made on December 10, 2025.

Entschuldigung, ich meine natürlich dezember 2025, das war ein Tippfehler. Die Einzahlung erfolgte am 10.12.2025

Dear Biggelow, thank you for your response.

Could you please forward the evidence you have mentioned along with aby relevant communication with the casino? You can reach me via email at attila.g@casino.guru.

Thank you for your patience and cooperation.

Hello, I sent you the evidence by email. Unfortunately, I don't have any evidence from the chats.

Guten Tag, ich habe Ihnen die Nachweise per Mail zukommen lassen. Von den Chats habe ich leider keine Nachweise.

Dear Biggelow,

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, Jana (jana.k@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

My name is Jana,

I am here to assist you in resolving this matter. I sincerely apologize for the difficulties you are experiencing.

I will reach out to Lanista Casino outside of this complaint thread and will keep you updated with any new information as soon as I receive it.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello everyone!

Thank you for your patience.

Excuse us for our delayed response, we were facing some technical difficulties in the platform which they have now been solved successfully.

Dear Biggelow,

After information that we had from the KYC Department, there is one last document to be sent regarding the verification. The KYC team will need from you to provide a better quality selfie of you to fully verify your identity. After that, the relevant team will try to verify our account as soon as possible.

Thank you so much for your understanding and your cooperation!

Best regards,

Lanista Casino Team

I already uploaded the selfie yesterday, but to be honest, a selfie was requested right at the beginning of the process. I sent it, and it was accepted. Now it's being requested again; I don't understand it.

Das selfie habe ich bereits gestern hochgeladen, aber ehrlich gesagt wurde ein selfie schon ganz am Anfang des Prozesses gefordert, ich habe es geschickt, es wurde akzeptiert. Jetzt schon wieder, ich verstehe es nicht.

Dear Biggelow,

Thank you so much for your patience.

We kindly inform you that your account is successfully verified. You may start requesting your withdrawals.

Thank you for your cooperation.

Best regards,

Lanista Team

I'm currently waiting for the final payment. I still need the last 500 euros, then the matter will be settled.

Aktuell warte ich auf die letzte Zahlung. Es fehlen noch die letzten 500 Euro, dann ist der Fall erledigt.

Dear Biggelow,

thank you for the update. Please keep us informed when you receive the funds.

Nothing yet....

Noch nichts....

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

Dear Biggelow,

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,

Jana