Lanista Casino - La retirada del jugador se ha retrasado.

I played a welcome offer at the casino that was non-sticky. However, I won €601 with my own money and cancelled the bonus. I put my money in for withdrawal, after which the casino started delaying me. I have sent them the KYC documents they requested several times, but the casino is still holding the money. I have contacted aspa, where they apologize, whine and make a new notification to the casino staff, and aspa promises to be in touch by email. However, I have not heard anything and the matter has not progressed anywhere. Could you contact the casino? If necessary, I will send you the same documents that I have sent to the casino via the website and email. My withdrawals have been blocked by the operator, so I cannot even withdraw my money.

Pelasin kasinolla tervetuliaistarjouksen joka oli non-sticky. Voitin kuitenkin omalla rahalla 601€ ja peruutin bonuksen. Laitoin rahani nostoon jonka jälkeen alkoi kasinolta viivyttely. Olen lähettänyt heille heidän pyytämät KYC-dokumentit moneen kertaan mutta kasino pidättelee silti rahoja. Olen ottanut aspaan yhteyttä joissa he pahoittelevat, voivottelevat ja tekevät uuden ilmoituksen kasinon henkilökunnalle ja aspa lupaa olla yhteydessä sähköpostitse. Kuitenkaan mitään ei ole kuulunut ja asia ei ole edennyt mihinkään. Saisitteko te kasinoon yhteyttä? Lähetän teille tarvittaessa ne samat dokumentit mitkä olen kasinolle lähettänyt sivuston sekä sähköpostin kautta. Nostoni ovat estetty operaattorin toimesta joten en pysty edes nostamaan rahojani.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Could you please confirm if my understanding is correct that the bonus was already active when you reached winnings of €601?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

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

Attila

I don't have any link to the bonus. Lanista Casino offers a welcome bonus of 125% up to €777 which is also available on your website. I just played that bonus. I can confirm that I won with my own money and the bonus and own funds are clearly separated. When I won, I cancelled the bonus and put my money on withdrawal. In other words, I didn't play the bonus money at the casino at all.

Minulla ei ole mitään linkkiä bonukseen. Lanista Casino tarjoaa tervetuliaisbonuksen 125% 777€ asti joka löytyy myös teidän verkkosivuilta. Pelasin juuri sen kyseisen bonuksen. Voin vahvistaa että voitin oman rahan osuudella ja bonus- sekä omat varat ovat selkeästi erotettuina toisistaan. Kun olin voittanut, peruutin bonuksen ja laitoin rahani nostoon. Toisinsanoen en pelannut bonusrahaa kasinolle ollenkaan.

Thank you for your reply. I would like to clarify a few details.

• When you reached the €601 balance, was the welcome bonus still active on your account, or had it already been cancelled?
• Additionally, could you please tell us how much was in your real-money balance and how much was in your bonus balance at the moment you cancelled the bonus?
• Has the casino informed you that the winnings are disputed due to the bonus, or is the withdrawal currently being delayed solely because of the KYC verification process?

I look forward to your response.

Dear Player,

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.

Lanista.com has fixed their site and I will complete the verification process next.

Lanista.com on korjannut heidän sivustonsa ja teen seuraavaksi vahvistusprosessin loppuun.

Thank you for the update. I'm glad to hear the verification process can now continue.

Before we proceed, could you please clarify the questions from my previous message?

Your answers will help me better understand the situation and determine how we can proceed.

Thank you in advance for your reply.

Dear Player,

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,
Attila
Casino.Guru