The player from Italy successfully closed his account with Lanista due to gambling addiction, but it was reopened without his consent. After reporting the issue, he received an apology and a request for bank details for a refund, but despite providing the information, he has not received any money after 20 days.
Lanista Casino - Player’s account has been inappropriately reopened.
Opened
Current status
Waiting for player to reply
6d 22h 50m 27s
Lanista Casino
Safety Index:Fresh casinoCase summary
Discussion
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Public
17 hours ago
Translation
I signed up to Lanista over the Christmas period.
After playing for a while, I successfully closed my account on January 20, 2026, citing my gambling addiction several times.
Despite this, they reopened my account without my consent on March 30, 2026. They even emailed me offers with huge bonuses, PRETENDING NOTHING I HAD BEEN INVOLVED.
I reported it via email to support and they immediately apologized and asked me for my bank details for a refund with an email sent on April 16th but after a good 20 days they are still asking me for the details but I have not seen any money.
Help me.
I find all this disrespectful.
AN ACCOUNT CLOSED DUE TO GAMBLING ADDICTION CANNOT BE REOPENED AND BONUSES ARE NOT SENT.
IT'S VERY SERIOUS.
Automatic translation:
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1 hour ago
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.
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1 hour ago
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.
- Could you please forward me the email you received from the casino in January, confirming that your account was permanently closed? My email address is veronika.f@casino.guru.
- Have you received any additional responses from the casino since 16 April, when you were requested to send an email with your bank details? If so, kindly forward them to me as well.
- When was the last time the casino communicated with you regarding the refund of your deposits?
- In the screenshot you uploaded with your complaint, the casino promised you a refund of €170. Could you please explain why you set the disputed amount to €500?
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
