Lanista Casino - Player’s account has been closed, causing withdrawal issues.

I requested a withdrawal of €400 after my win. Before requesting the withdrawal, the casino informed me that withdrawals are processed within 3–5 business days. I waited for the stated processing time.

On the third business day, I contacted support because I was extremely stressed and emotionally overwhelmed by the lack of information. I wrote that if I did not receive any response, I would commit suicide. I understand now that this was a terrible thing to say, and I deeply regret writing it. I was not trying to manipulate anyone—I was desperate and wanted a clear answer about my withdrawal.

Instead of simply telling me how long the account review would take or what was happening with my withdrawal, my account was immediately closed "for my own protection." I understand why they reacted this way, but it has left me in an even worse situation.

I still have not received my €400 withdrawal, I do not know whether I will receive it, and I cannot access my account anymore. I also cannot contact support through the website because my account has been excluded.

I am only asking for a clear answer:

What is the status of my €400 withdrawal?

Will it still be paid?

If my account is under review, how long will that review take?

How can I complete any verification if it is required?

I am not trying to avoid the rules. I simply want clear communication and for my withdrawal request to be handled fairly.

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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 received any emails from the casino after your account was blocked regarding the payout of your winnings?
• Could you please specify when exactly you submitted your withdrawal request? Please note that it's quite usual for withdrawals to take a few days or even weeks to get fully processed. This delay may be caused by unfinished KYC verification, gameplay verification, issues with your payment provider, or a high volume of withdrawal requests. That's why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawal before submitting a complaint.
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• What types of games did you play to accumulate your winnings?
• Have you made any successful withdrawals from this casino before?

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

Dear Levik,

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,
Veronika
Casino.Guru