Lanista Casino - Player's withdrawal is blocked due to verification delays.

I opened the account at the beginning of March 2026. The documents I was required to submit for verification were only requested after four weeks, and I provided all of them immediately.

Then I waited another six weeks for a response, only to be told that two documents were supposedly missing, even though they had already been submitted. One of those documents kept being rejected for no apparent reason.

I resubmitted the document six weeks ago, and since then I have been unable to get any information about when my account will finally be verified. All I keep hearing is an apology, but no one seems to be following up or speeding up the process.

Please help me resolve this issue. I am unable to withdraw my funds because all withdrawals are blocked until the verification is completed.

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Dear pampa123,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

• Which document is currently preventing your verification from being completed?
• Has the casino explained why this document was rejected or what exactly needs to be corrected?
• Have you received any recent communication from the casino regarding the status of your verification? If so, could you please share it with me?

Thank you in advance for your cooperation. I look forward to your reply.

Karla M.

I received yesterday that the case has been ongoing for 6 weeks and since yesterday my account has been closed by the casino administration decision without the possibility of Logging in

Dear pampa123,

Thank you very much for your update. I’m sorry to hear that the casino has now closed your account.

To help me better understand what happened, could you please answer the questions from my previous message and send me all relevant communication between you and the casino regarding your verification and account closure?

Please include any emails, live chat transcripts, screenshots, and information about which document was rejected and whether the casino explained the reason for the rejection.

You can attach the screenshots directly to this complaint thread or send everything to karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

The documents are in your email, along with the latest information from the chat.I sent two messages because almost every time I get the same answer—that I have to wait.

Dear pampa123,

Thank you very much for your update.

Unfortunately, I have not been able to locate your emails in my inbox.

Could you please let me know which email address you used to send the documents to me? This will help me check whether they were delivered successfully.

If possible, please also tell me the email address from which you sent them, or resend the documents and communication with the casino to karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear pampa123,

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, (jana.k@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 pampa123,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Lanista Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

I have made several attempts to contact the casino but, unfortunately, have not achieved a successful outcome. Without their cooperation, it becomes challenging to address the situation effectively. Therefore, I regret to inform you that I will be marking your complaint as "unresolved" in our system. I understand that this may not be the resolution you were hoping for; however, the impact on their rating from unresolved complaints may encourage the casino to reconsider their stance. Should they choose to respond, we will reopen the complaint, and you will receive a notification via email.

In the meantime, I kindly recommend that you reach out to the Tobique Gaming Authority (https://thetgc.ca/) and submit a complaint through their platform. Their website contains a validator that you should use as your initial point of contact. The Gaming Authority is equipped with a variety of resources and tools to assist players.

If you require any assistance in submitting your complaint or would like to share how they responded, please feel free to reach out to me at jana.k@casino.guru. I sincerely apologize for not being able to provide more support on this occasion.

Best regards,

Jana