The player from North Rhine-Westphalia has been attempting to withdraw €1,000 for a month after winning €5,500. Despite providing verification documents, the casino claims the photos were of poor quality and now requires additional verification of his wallet details. He has yet to receive any funds.
Lanista Casino - Player's withdrawal has been delayed for over a month.
Opened
Current status
Waiting for player to reply
6d 4h 25m 52s
Lanista Casino
Safety Index:Fresh casinoCase summary
Discussion
Public
Public
1 month ago
Translation
I don't know why it says Puerto Rico here, I play from Germany.
Let me describe what happened: I deposited on December 10th and started playing on the evening of December 11th at 11 PM. It's a non-sticky casino, and I hadn't activated any bonus. During the free spins on the game Jaws of Justice, I hit the maximum win with a 60-cent bet and won 6,000. I played for a few more hours and eventually left 5,500. I requested a withdrawal of 1,000 due to the casino's limits. Nothing happened for a week. The maximum win pullover from Hacksaw arrived in the meantime. Then, on Thursday of the following week, I was told I needed to verify my identity. I provided everything they requested. The response was that the quality of my pictures was too poor (Sony Alpha camera and a Samsung S25 Ultra). I checked myself; every letter on my ID is legible, and selfies are clearly recognizable. After hearing this a total of three times (I didn't receive an email; I always had to ask in the live chat), I naturally got angry. Today I was in the live chat again, where I was told my documents were fine, but at that moment the page changed, and I was now supposed to verify my wallet, including my name, address, and date of birth. I use Exodus, which isn't a personal wallet. I also used it for the deposit. A full month has passed, and I haven't received a single cent. I don't know what else to do.
Automatic translation:
Public
Public
1 month 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.
Public
Public
1 month ago
Dear Biggelow,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Attila G.
Public
Public
1 month ago
Translation
Well, the problem was, I never received an email; I always had to ask in the live chat. It took a whole week before I even had the chance to verify my account. They started by demanding a picture of my ID and a selfie with the casino visible in the background. Difficult enough, but I complied. Then nothing happened again. Another week without any updates, neither on the website nor via email. Then the stalling tactics began. My account quality was supposedly too low. Okay, maybe that can happen once in a while. But after three attempts with a thorough self-check... countless inquiries in the live chat, this seemed unbelievable. I wrote to support via email and sent them the pictures as well. Now, yesterday (a whole month has passed), my status had changed to "it looks like your account doesn't need to be verified." So I asked again in the live chat. They told me my verification looked good. During the conversation, the situation changed, and I was asked to provide proof of my wallet address, which, as mentioned, is impossible since I use Exodus, an anonymous wallet. What really annoyed me was that they kept coming up with new requirements after five weeks. It's clearly a tactic to weaken me and make me lose my winnings. That's why I filed a complaint. I also sent screenshots of my wallet address and the payment from December 10, 2026.
Automatic translation:
Public
Public
1 month ago
Translation
Sorry, I meant December 2025, that was a typo. The deposit was made on December 10, 2025.
Automatic translation:
Public
Public
3 weeks ago
Dear Biggelow, thank you for your response.
Could you please forward the evidence you have mentioned along with aby relevant communication with the casino? You can reach me via email at [email protected].
Thank you for your patience and cooperation.
Public
Public
3 weeks ago
Translation
Hello, I sent you the evidence by email. Unfortunately, I don't have any evidence from the chats.
Automatic translation:
Public
Public
2 weeks ago
Dear Biggelow,
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, Jana ([email protected]). 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,
Attila
Public
Public
2 weeks ago
My name is Jana,
I am here to assist you in resolving this matter. I sincerely apologize for the difficulties you are experiencing.
I will reach out to Lanista Casino outside of this complaint thread and will keep you updated with any new information as soon as I receive it.
Public
Public
1 week ago
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.
Public
Public
1 week ago
Hello everyone!
Thank you for your patience.
Excuse us for our delayed response, we were facing some technical difficulties in the platform which they have now been solved successfully.
Dear Biggelow,
After information that we had from the KYC Department, there is one last document to be sent regarding the verification. The KYC team will need from you to provide a better quality selfie of you to fully verify your identity. After that, the relevant team will try to verify our account as soon as possible.
Thank you so much for your understanding and your cooperation!
Best regards,
Lanista Casino Team
Public
Public
1 week ago
Translation
I already uploaded the selfie yesterday, but to be honest, a selfie was requested right at the beginning of the process. I sent it, and it was accepted. Now it's being requested again; I don't understand it.
Automatic translation:
Public
Public
3 days ago
Dear Biggelow,
Thank you so much for your patience.
We kindly inform you that your account is successfully verified. You may start requesting your withdrawals.
Thank you for your cooperation.
Best regards,
Lanista Team
