Lanista Casino - Player's withdrawal has been delayed.

Pelasin kasinolla tervetuliaistarjouksen joka oli non-sticky. Voitin kuitenkin omalla rahalla 601€ ja peruutin bonuksen. Laitoin rahani nostoon jonka jälkeen alkoi kasinolta viivyttely. Olen lähettänyt heille heidän pyytämät KYC-dokumentit moneen kertaan mutta kasino pidättelee silti rahoja. Olen ottanut aspaan yhteyttä joissa he pahoittelevat, voivottelevat ja tekevät uuden ilmoituksen kasinon henkilökunnalle ja aspa lupaa olla yhteydessä sähköpostitse. Kuitenkaan mitään ei ole kuulunut ja asia ei ole edennyt mihinkään. Saisitteko te kasinoon yhteyttä? Lähetän teille tarvittaessa ne samat dokumentit mitkä olen kasinolle lähettänyt sivuston sekä sähköpostin kautta. Nostoni ovat estetty operaattorin toimesta joten en pysty edes nostamaan rahojani.

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.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Could you please confirm if my understanding is correct that the bonus was already active when you reached winnings of €601?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

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

Attila

Minulla ei ole mitään linkkiä bonukseen. Lanista Casino tarjoaa tervetuliaisbonuksen 125% 777€ asti joka löytyy myös teidän verkkosivuilta. Pelasin juuri sen kyseisen bonuksen. Voin vahvistaa että voitin oman rahan osuudella ja bonus- sekä omat varat ovat selkeästi erotettuina toisistaan. Kun olin voittanut, peruutin bonuksen ja laitoin rahani nostoon. Toisinsanoen en pelannut bonusrahaa kasinolle ollenkaan.

Thank you for your reply. I would like to clarify a few details.

• When you reached the €601 balance, was the welcome bonus still active on your account, or had it already been cancelled?
• Additionally, could you please tell us how much was in your real-money balance and how much was in your bonus balance at the moment you cancelled the bonus?
• Has the casino informed you that the winnings are disputed due to the bonus, or is the withdrawal currently being delayed solely because of the KYC verification process?

I look forward to your response.

Dear Player,

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.

Lanista.com on korjannut heidän sivustonsa ja teen seuraavaksi vahvistusprosessin loppuun.

Thank you for the update. I'm glad to hear the verification process can now continue.

Before we proceed, could you please clarify the questions from my previous message?

Your answers will help me better understand the situation and determine how we can proceed.

Thank you in advance for your reply.

Dear Player,

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,
Attila
Casino.Guru