The player from Germany has been waiting nearly a month for his withdrawal of €500 from Lanista Casino after winning €3900. He faces delays due to late identification verification requests and unclear instructions from customer support regarding document submission.
Lanista Casino - Player's withdrawal has been delayed.
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Waiting for Casino Guru to reply
1d 17h 15m 29s
Lanista Casino
Safety Index:Fresh casinoCase summary
Discussion
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2 weeks ago
Translation
Hello,
On January 18, 2026, I won €3900 at Lanista Casino. I played using a bonus, which I fully wagered. I requested a withdrawal of €500 on the same day and another of €500 the following day. After several days of no progress, I contacted customer support. Unfortunately, they only gave me vague assurances and told me there was a slight delay. On February 8, 2026, I received a request to verify my identity and upload various documents. The document upload feature was only enabled on the same day I received the request. In essence, I received the verification request approximately three weeks after submitting the withdrawal request.
On February 8, 2026, I uploaded all the documents and waited until February 13, 2026, when I was asked to upload documents again. However, it wasn't clear which documents were required again (see attached screenshot), and support couldn't help me. They didn't understand what I wanted and their response was completely unrelated to my question.
I've been waiting for the payout for almost a month now.
Automatic translation:
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1 week 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 week 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.
- Which documents have you submitted to the casino for verification? Have any of them been reviewed and approved by the casino’s relevant department?
- Have you tried contacting customer support via email to clarify which documents you may need to resubmit?
- What types of games did you play?
- Could you please send me a link or a screenshot of the bonus you activated and played with?
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
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1 week ago
TranslationHello,
Customer service was informed via email, but there was no response.
The following documents were submitted:
Credit card front and back
Identity card front and back
Transaction history
Selfie + ID with website in the background
Only slots were played.
Screenshots come separately via email.
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5 days ago
Hello Zippex83,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
