Lanista Casino - Player’s winnings haven’t been received yet.

Hallo liebes Casino-Guru Team,

ich warte nun schon seit 13 Tagen auf die Auszahlungen bei Lanista und werde vom Support immer wieder vertröstet, dass bald ausgezahlt wird.

Eine Kyc Verifizierung wurde nicht gefordert.

Viele Grüße, Florian

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.

Dear PasoBet,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear PasoBet,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hallo,

nach wie vor wurde keine Auszahlung veranlasst.

Grüße

Dear PasoBet, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Dear PasoBet,

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, Hadi, (hadi.a@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,

Karla Mayfly

Dear PasoBet,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Lanista Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Lanista Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Dear PasoBet,

We would like to kindly inform you that our team is looking into your account verification and we'll return to you shortly with a clear update on how to proceed so that you complete your withdrawal smoothly.

We truly appreciate your patience and understanding.

Kind Regards,

Lanista Casino Team

Dear PasoBet,

We kindly request to check the email provided and upload the required documents in order to complete your account verification and proceed with the payment.

Thank you in advance.

Kind Regards,

Lanista Casino Team

Hallo liebes Lanista Team,

ich hab soeben alle angeforderten Dokumente per Mail bereitgestellt.

Vielen Dank für Ihre Hilfe!

Grüße Florian ****

Dear PasoBet,

Kindly be informed that our team is reviewing the provided documents.

We truly appreciate your cooperation and patience, and we’ll make sure to keep you informed every step of the way.

Kind Regards,

Lanista Casino Team

Hallo, meine Auszahlung wurde heute vom casino storniert. Ich habe alles Dokumente schin vor Wochen eingereicht und keine Rückmeldung bekommen. Zudem bin ich für Auszahlungen von Casino gesperrt und kann keine neue beantragen.

Bitte beziehen Sie Stellung hierzu, ich hab alles von Ihnen geforderte eingereicht.

Bitte veranlassen Sie die Auszahlung erneut und führen diese endlich durch.

Grüße

Dear Lanista Casino,

Could you please explain why the withdrawal was cancelled and why the player is currently unable to request a new one?

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 PasoBet,

Unfortunately, Lanista Casino has not responded to our inquiry within the given timeframe, so we are unable to continue resolving this complaint. We are closing it as "unresolved," which will negatively affect the casino's Safety Index.

We recommend submitting your complaint directly to the Tobique Gaming Commission, the casino's licensing authority. You can do so through their validator page at https://validate.thetgc.ca, where a complaint submission form is available. Please include all relevant details and correspondence with the casino.

We are sorry we could not be of more help.

Best regards,

Hadi