The player from Finland has been waiting for his withdrawal for 7 weeks after winning €601 with his own money and canceling a non-sticky bonus. Despite submitting KYC documents multiple times, the casino continues to delay the process, and he has not received any updates from aspa regarding the matter.
Lanista Casino - Player's withdrawal has been delayed.
Opened
Current status
Waiting for Casino Guru to reply
2d 1h 37m 32s
Lanista Casino
Safety Index 5.2 Below averageCase summary
Discussion
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3 weeks ago
Translation
I played a welcome offer at the casino that was non-sticky. However, I won €601 with my own money and cancelled the bonus. I put my money in for withdrawal, after which the casino started delaying me. I have sent them the KYC documents they requested several times, but the casino is still holding the money. I have contacted aspa, where they apologize, whine and make a new notification to the casino staff, and aspa promises to be in touch by email. However, I have not heard anything and the matter has not progressed anywhere. Could you contact the casino? If necessary, I will send you the same documents that I have sent to the casino via the website and email. My withdrawals have been blocked by the operator, so I cannot even withdraw my money.
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3 weeks 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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3 weeks ago
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
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3 weeks ago
TranslationI don't have any link to the bonus. Lanista Casino offers a welcome bonus of 125% up to €777 which is also available on your website. I just played that bonus. I can confirm that I won with my own money and the bonus and own funds are clearly separated. When I won, I cancelled the bonus and put my money on withdrawal. In other words, I didn't play the bonus money at the casino at all.
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2 weeks ago
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.
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1 week ago
Dear PelaajaSuomesta,
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.
