Lanista Casino - La retirada del jugador se ha retrasado.

I've been waiting for my payout since January 21st. I've written several emails and received a reply saying it had already been processed. Then, I received another email saying it would take 3-5 days. I don't know what to believe; every email brings a new answer or excuse. I contacted my broker/wallet provider, and they said they see no shipment to my wallet address, but supposedly the payment has already been completed according to the Lanista website, which is a lie. I received the last email on February 8th. I'm still waiting the 3-5 business days it can take, but I'm sure this is a lie since it doesn't take 3-5 business days with BTC.

Ich watrte seit dem 21.01 auf die auzahlung habe mehre emails geschrieben habe die antwort bekommen es wäre schon ausgezahlt dannach es spätet sich jetz eine email das es 3-5 tage dauert ich weiß nicht was ich glauben soll jede email kommt eine neue antwort oder ausrede ich habe much mit meinen broker /wallet anbieter auseinander gesetz er sagte ich sehe keine sendung für ihre wallet adresse aber angeblich soll diese zahlung schon abgeschlossen sein laut lanista webiste was eine lüge ist die letze email hab ich am 8.02 erhalten ich warte noch die 3-5 werktage die es dauern kann aber ich bin mir sicher dies ist eine lüge da es bei btc ja keine 3-5 werktage dauert

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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.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification?
• Could you please send me a screenshot of your transaction history showing the pending withdrawal requests?
• When was the last time you communicated with the casino regarding the delay in processing your payment?

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

1. No, I've never received a payout; this was my first time on this website.

2. Yes, I did.

3. Yesterday I received an email with the transaction ID of the alleged payout. The problem is, it wasn't mine. After tracing the ID, I saw it was confirmed, but it was supposedly for €19,000 in BTC. This is the transaction ID: 2cd88636d9c1bf9c326b16b36f5debe27e468135e378896bef590b974b0a7891

I checked this here and you can clearly see that it's far too much money.

The thing is, three days ago they said the payout would take longer, now they say I've received it, but I haven't, and I was never sent a proper transaction ID to check.

1. Nein habe noch nie eine auszahlung erhalten war mein erstes mal auf dieser webseite

2. Ja das habe ich

3. Gestern hab ich eine email bekommen mit der transaktions id der angeblichen auszahlung das problem dabei es war nicht meine nach dem ich die id verfolgt habe hab ich gesehen sie ist bestätigt aber es waren angeblich 19.000 euro in btc. dies ist die transaktions id 2cd88636d9c1bf9c326b16b36f5debe27e468135e378896bef590b974b0a7891

Hier habe ich diese nachgeschaut und man sieht ja eindeutig das es sich um viel zu viel geld handelt

Das ding ist 3 tage zu vor hieß es die auszahlung würde noch dauern jetz hieß es wieder ich habe es erhalten habe ich aber nicht und mir wurde nie eine richtige transaktions id gesendet um es nachzuschauen

Have you notified the casino about the discrepancy in the transaction for which they sent you the transaction ID? If so, what explanation did they provide?

If you have any more recent communications with customer support regarding this issue, kindly forward them to me at veronika.f@casino.guru.

Thank you for your cooperation.

Yes, I said it was the wrong ID and even provided proof, but I haven't received a response for days.

Ja hab habe gesagt das es die falsche id ist habe es auch mit beweisen wieder legt aber keine antwort seit tagen

Hello Snowxhaze,

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

Dear Snowxhaze

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, Peter (peter.c@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 there,

Thank you Snowxhaze for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lanista Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Dear Casino Guru,

Could the player please specify the withdrawal amount that is missing and date it was requested.

Kind Regards,

Lanista Team

1. Yes, of course I can, everything has been explained and already provided at the beginning.

1. Ja klar kann ich ist zwar alles erklärt und schon bereit gestellt wurden am anfang

Hello Snowxhaze,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter 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 Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Casino Guru,

Players withdrawal was completed on 24.01.26, evidence have been emailed to Peter.

Kind regards,

Lanista Team

Only this is correct, that's what it says, but as also disclosed above, I was sent the wrong transaction ID. I can't track whether the payout was made. I can disclose everything via email, that this statement is only half the truth. In short, according to Lanista, the payout was completed, but according to my wallet app, I haven't received any payout, and I was only sent false proof of the payout. Regards, player

Nur so abgeschlossen ist richtig das steht da aber wie auch oben offengelegt würde mir falsche transaktions id gesendet ich kann nicht nachverfolgen ob die auszahlung ausgezahlt wurde per email kann ich alles offen legen das diese ausage nur die halbe wahrheit ist im kurzen auszahlung wurde laut lanista abgeschlossen laut meiner wallet app hab ich aber keine auszahlung erhalten ubd mir wurden nur falsche beweisse für die auszahlung zugesendet lg spieler

I would like the evidence to be disclosed to me as well, so that I can review it.

Ich würde mir wünschen das die beweise auch mir offengelegt werden damit ich dies auch prüfen kann

Dear Lanista Casino representative, would it be possible to share the transaction details of the payout so the player can confirm the transaction ID and the wallet to which the amount was paid? It can be posted here, and I can mark the post as private so it will only be visible to the involved parties. Alternatively, you can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Casino Guru,

We have requested an ARN (Acquirer Reference Number) for the player's transaction.

Please refrain from sharing any internal details with the customer.

Kind Regards,

Lanista Team

Dear Snowxhaze,

Please find the transaction hash for your withdrawal below:

Hash: 2cd88636d9c1bf9c326b16b36f5debe27e468135e378896bef590b974b0a7891

You can use this ID on a blockchain explorer to track the status of your funds.

Please let us know if you need any further assistance.

Kind Regards,

Lanista Team

As I said, it's the wrong transaction. It's about 0.33 BTC in your hash ID. My payout was 80 euros. Regards, player

Wie ich ja sage es ist die falsche transaktion es geht um 0,33 btc in ihrer hash id meine auzahlung wareb 80 euro lg spieler

Dear Snowxhaze,

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.

Why it's not the same account:

Date: The account in the second video has a transaction from April 4th that doesn't appear at all in the first video (mempool.space). If it were the same account, all transactions up to the current date would be visible there.

Amounts: The BTC values ​​in the second video (e.g. 0.00163885 or 0.00238756) do not appear in the history of the first account.

Frequency: The wallet in the second video shows much more activity over a longer period than the account on mempool.space.

Warum es nicht dasselbe Konto ist:

​Datum: Das Konto im zweiten Video hat eine Transaktion vom 4. April, die im ersten Video (mempool.space) überhaupt nicht auftaucht. Wäre es dasselbe Konto, müssten dort alle Bewegungen bis zum aktuellen Datum sichtbar sein.

​Beträge: Die BTC-Werte im zweiten Video (z.B. 0,00163885 oder 0,00238756) kommen im Verlauf des ersten Kontos nicht vor.

​Häufigkeit: Das Wallet im zweiten Video zeigt viel mehr Bewegung über einen längeren Zeitraum als das Konto auf mempool.space.

Dear Casino Guru,

We have forwarded evidence to Peter via email.

Kind regards,

Lanista Team

Thank you for providing me with the information Lanista Casino representative. I have responded to your email, and I await your response!

Dear Snowxhaze, in the meantime, could you provide me with your wallet ID so I can cross-reference it with the information provided to me by the casino? You can post it directly into the chat, and I will mark your response as private so only the involved parties are able to see your post. Thank you in advance for your cooperation!

Dear Peter,

We have provided additional information via email, please check.

Kind Regards,

Lanista Team

Hello Snowxhaze,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter 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 Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you to both parties for the update. Dear Lanista Casino representative, I have responded to your email and I await your response!

Dear Snowxhaze, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Casino Guru,

Unfortunately, we have not yet received your email.

Could you please reply directly to the previous message containing our wallet details so we can keep your request in one thread?

Kind Regards,

Lanista Team

Dear Lanista Casino representative, I have resent the email per your request. Thank you in advance for your response!

Dear Peter,

Unfortunately, we have not received an email from you.

We sent another email to you on 08.05, but you didn't reply.

Could you please try to reply to the email in which we sent the crypto wallet details to you?

Kind regards,

Lanista Team

Thank you for the update Lanista Casino representative, I have replied to your email multiple times now, the last time being on 11/5. Let me know if you received the message or if I need to provide it once again. Thank you in advance!

Dear Peter,

It seems there may be a delivery issue from your or our side.

Could you please provide your colleague’s contact details, we can attempt to reach them instead.

Once they receive it, you can simply reply to that email to continue the conversation?

Kind Regards,

Lanista team

Of course, you may contact my colleague through (veronika.f@casino.guru). I will let her know that you will contact her about this case and she'll pass my request through that channel. Thank you for your cooperation!

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.

Dear Peter,

We sent an email to your colleague, Veronika, on May 21st but have not yet received a response.

Could you please look into this or follow up on her end? Thank you.

Kind Regards,

Lanista Team

Hello everyone, my name is Matej and I will be taking this complaint over from my colleague Peter. I have familiarised myself with this issue, and will do my best to help the mediation process to move towards successful resolution.

Dear Lanista Casino, I have sent a message from my mailbox (matej.l@casino.guru) to complaints@lanista.com with my findings, you can respond either by replying to my message or in this thread. If you do not receive my message within reaosnable time, please let me know here. I will repost the message, in a way that it will be visible only to the involved parties. Thank you.

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.

I have received a message form the casino representative. Unfortunately, my original message has not been delivered, but now we have established working communication channel. Due to this delay, I am slightly prolonging the timer, to give the casino representative time to investigate and reply to my message. Thank yo ufor your understanding.

Dear Casino Guru,

We sent an email to Matej on June 11, but we have not yet received a reply.

Could you please check your inbox and follow up on that email at your earliest convenience?

Kind Regards,

Lanista Team

Dear Lanista Casino, I have replied to your message on 10th June and now on 15th June. Ticket ID is 51588849 and it has been sent to complaints@lanista.com. Hope this helps.

Dear Casino Guru,

We are having issues with receiving your emails, we have emailed screenshot to Matej.

Kind regards,

Lanista Team

Dear Lanista Casino, as I am receiving your messages with no problems, I assume the issue is with Zendesk. Could you please check the firewall settings and message filters, to see if my messages are being blocked by the system? Also, could you please check the spam folder for any of my messages?

Alternatively, if you could provide me with different e-mail address I can send my messages to, I will re-send my original response there.

Dear Casino Guru,

We will try to contact Matej using my colleagues email.

Kind Regards,

Lanista Team

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.

Dear Lanista Casino, I am receiving your messages but it seems like my replies are being caught in your spam box or by the firewall. I have asked our affiliation team for additional contact email I can use to reach to you. I will prolong the timer if necessary, so we can sort this communication breakdown and continue the mediation process.

I have received another e-mail from Lnista support, and sent my response to the ticket ID 52566015. If this message is not received, we will continue communicating through this thread only.

Update: It has been a week since I have tried to reach the casino affiliate Gera via e-mail, with no response. I will prolong the timer to give the affiliate and casino representative time to respond to my question above and/or my e-mail. If nothing happens, I will be forced to close the complaint as unresolved, until the communication issue is resolved on their side.

Dear Snowxhaze, seems like the casino has managed to resolve the communication issue, and I have re-sent my original request to check the e-wallets. Once I hear back, I will let youknow what was found and discussed.

Dear Casino Guru,

Email has been sent to Matej with requested information.

Kind Regards,

Lanista Team

Dear Lanista Casino, I have responded to your message. Thank you.

Dear Snowxhaze, as soon as I get the confirmation regarding the used e-wallets, I will post an update here to keep you in the loop as well. Thank you for your understanding and continued patience with this complaint.

Dear Casino Guru,

We are currently investigating this for you.

Because this is a cryptocurrency transaction, the process can take a bit longer than usual.

Please rest assured that we are working closely with the relevant department to trace the transaction, and we will update you as soon as we have more information.

Kind Regards,

Lanista Team

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.

Dear Casino Guru,

Here are the crypto transaction details: $66.86 USD was sent to the exact wallet address provided by the player, with a $14.90 USD network fee.

Kind Regards,

Lanista Team

Dear Lanista Casino, I have checked my mailbox but seems like I have not received a response to my question that has been e-mailed to support@lanista.com on 16th July. In my message I have provided the wallet ID stated as correct by the player and the wallet ID you have stated as correct. I have asked for a screenshot from the player's profile showing the e-wallet actually connected to the account and showcase of past e-wallet transactions made by the player, to confirm which one of the two wallets is correct.

If you could respond to my e-mail and provided the details mentioned, I believe it could bring this ocmplaint to an end. Thank you for your cooperation and understanding.

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.

Dear Lanista Team, I understand the difference between the crypto transfer and the banking transfer, as well as appriciate the blockchain confirmation of the payment. Yet my main question I have been asking since 16th June is unanswered - could you please provide me a screenshot of the player's profile showing what e-wallet is connected to the account, alongside the cashier history showing crypto transactions (deposits/withdrawals) made, to confirm what e-wallet is correct, since both you and the player have provided different addresses as the correct ones? Thank you.

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.

Dear Casino Guru,

Unfortunately, due to a technical error, we are unable to send attachments at this time.

However, all relevant information has been provided previously.

Kind Regards,

Lanista Team

Dear Lanista Casino, thank you for the update. Much appreciated.

Dear Snowxhaze, unfortunately it seems like I will not be able to mediate this case any further, and the complaint will have to be closed as unresolved.

To sum up the situation: the withdrawal in question ahs been processed and paid by the casino. However, the provided e-wallet is different on each side. To confirm which of the e-wallets is actually correct, we would have to see the profile information from your player account, and see the e-wallet linked to your account.

Since the casino is not able to provide this evidence, I am unable to proceed with the mediation. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Tobique Gaming Commission and submit a complaint with them. To do this, please go to the casino's website and look for the Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions.

If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej