Lanista Casino - Player’s withdrawals are blocked by the casino.

Guten Tag, Lanista Casino hat seit 17. Januar kein Geld mehr ausgezahlt und ich kann keine weiteren Auszahlungen mehr beantragen dort steht "withdrawals blocked by Operator".

Es wurde keine verifizierung vom Casino angefragt und zuvor hatte ich auch normal Auszahlungen erhalten.

Das Casino führt keine Kommunikation mit mir und ich finde es merkwürdig dass ich schon 2 Wochen warten gelassen werde ohne update

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Dear Nibadon,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please clarify the exact date when you requested the withdrawal?
• Have you made any changes to your account or updated any personal information that might have impacted your ability to withdraw?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Hallo Petra. Ich habe keine änderungen vorgenommen und alles ist genau wie bei meiner Registrierung.

Ich habe die Auszahlungen beantragt am 18.01. und danach konnte ich keine neuen mehr beantragen da dieser Screen dann erscheint

Meine Gewinne habe ich mit Hilfe des Crypto Welcome Bonus erzielt.

Ich kann leider keine Dokumente hochladen in meinem Account steht keine Verifizierung erforderlich und das Casino hat auch keine Dokumente von mir angefordert. Ich weiß nicht was das Problem ist.

Nach 19 Tagen Wartezeit ist immernoch alles auf dem gleichen Stand ohne Updates vom Casino. Ich verstehe nicht was dieses Verhalten soll

Dear Nibadon,

Thank you for your reply and for providing the previous details.

To help us better understand and review your situation, could you please provide a bit more information on the following points?

• When was your last successful withdrawal, and how long did it take to be processed?
• Which payment method did you use to withdraw your winnings? Was it the same method you used previously?
• What specific messages or error notifications do you receive when trying to request a withdrawal?
• Have you attempted to contact the casino’s customer support? If so, what response did you receive?

You’re welcome to send any relevant documents or communication to petra.h@casino.guru, or you can post your screenshots directly in the thread.

Thank you very much for your cooperation.

Guten Tag, die letzte erfolgreiche Auszahlung war am 17. Januar und dauerte 2 Tage.

Ich habe die gleiche Methode verwendet USDT.

das steht bei Auszahlungen seit 18. Januar.

Ich war im Live Chat kurz darauf und habe nachgefragt und mir wurde mitgeteilt dass ich warte soll und es in prüfung ist aber seitdem hat sich gar nichts geändert. Ich war zu langsam um ein Screenshot von dem Chatverlauf zu machen leider.

Dear Nibadon

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 Lala (jean.s@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,

Petra

Hello Nibadon,

My name is Lala and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Lanista Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lala

Hello everyone!

We kindly inform you that we are checking the matter with our Verification team and we will have updates for you as soon as possible.

Thank you for your patience.

Best regards,

Lanista Team

Dear Lanista Casino,

Thank you for your response and for confirming that the matter is currently under review by your Verification department. We look forward to your update.

ich habe vor 1 Woche Dokumente hochgeladen. Bisher wurde es aber immer noch nicht komplett bestätigt. Ich würde mich freuen wenn meine Verifizierung nicht noch weitere 3 Wochen in Anspruch nimmt um zum Abschluss zu gelangen.

Mein Selfie wurde grundlos abgelehnt und erneut angefordert. Eine bessere Kommunikation wie das mitteilen was an meinem Selfie falsch war damit es kein zweites Mal "falsch" hochgeladen wird würde natürlich dazu beitragen dass dieser Prozess nicht weiter unnötig in die Länge gezogen wird, aber das hat das Casino leider nicht getan.

Es wurden ebenfalls Nachweise von meiner krypto Adresse und Einzahlungsbeleg angefordert.

Ich habe beide Sachen hochgeladen und merke hierzu an dass Krypto Wallets keinen namentlichen Halter haben wie es bei Bankkonten üblich ist. So ist es auch in meinem Fall da meine Krypto Adresse aus dem Trust Wallet stammt. Ich habe daher einen Screenshot in der App getätigt der meine Adresse bestätigt.

Ich würde mich freuen wenn dieser Prozess diese Woche seinen Abschluss findet. Es sind über 5 Wochen mittlerweile vergangen seitdem ich keine Auszahlung mehr erhalten habe.

Dear Nibadon,

Thank you for the information provided.

We kindly inform you that we are in contact with KYC Team and we will have updates regarding the matter as soon as possible.

Best regards,

Lanista Team

Es wurde jetzt zum 3. Mal mein Selfie GRUNDLOS abgelehnt. Es findet keine Kommunikation seitens des Casinos mit mir statt. Ich habe keine Ahnung was daran falsch gewesen sein soll und komme ohne Begründung auch nicht weiter. Ich möchte diese Verifizierung bitte endlich zum Abschluss bringen und keine weiteren Verzögerungen. Es sind bereits über 5 Wochen vergangen.

Seit den knapp 2 Wochen die Lanista Casino nun in dieser Beschwerde ist hat sich nichts geändert. 2 mal wurde nur gesagt dass es geprüft wird oder sie in Kontakt mit dem KYC Abteilung sind aber trotzdem erhalte ich keine Infos und auch sonst passiert nichts.

Ich möchte bitte endlich diese Verifizierung abschließen und meine Gewinne erhalten.

Dear Nibadon,

Thank you for your patience.

After information that we had from our Verification team, the casino site should be visible in the background behind you please.

We really thank you for your understanding and your cooperation on the matter.

Kind regards,

Lanista Team

Hallo, haben Sie sich mein Bild überhaupt angeschaut???

Hier sieht man doch ganz klar das Logo, meinen Ausweis und mich selbst!

Wieso werde ich weiterhin schikaniert? 6 Wochen und kein einziger Fortschritt der erzielt wurde

Thank you both for your updates.

Nibadon, I understand your frustration, especially considering that the verification process has now been ongoing for several weeks and that your selfie has reportedly been rejected multiple times without a clear explanation. Situations like this can indeed feel very discouraging when there is limited communication about what exactly needs to be corrected.

Lanista Team, thank you for clarifying that the casino website must be visible in the background of the selfie. However, since the player states that the logo and website are already visible in the submitted image, could you please review the latest submission once again? I can clearly see it as well: his face, his ID and the Lanista logo in the top left screen of his laptop.

Additionally, could you please confirm:

• What remaining steps, if any, are required to complete the verification and allow withdrawals again

Our goal is to ensure that the verification process is completed as smoothly as possible so the player can proceed with their withdrawals.

I look forward to your clarification.

Hallo, was genau blockiert denn jetzt den Abschluss meiner Verifizierung?

Ich habe das Selfie mehrere Male bereits hochgeladen, auch hier bei Casino Guru gepostet. 7 Wochen warte ich nun bereits und es wird absolut nichts vom Casino unternommen um meine Verifizierung zum Abschluss zu bringen. Sie haben doch schon alle Dokumente von mir erhalten, warum muss ich weiter warten und erhalte keine Auszahlungen?

Weiterhin keine updates

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.

Dear Nibadon,

We would like to inform you that your account has been verified and your withdrawals will be completed as soon as possible.

Thank you for your patience and understanding.

Best regards,

Lanista Team

Thank you for the update, Lanista Casino.

Dear Nibadon,

Lanista Casino has confirmed that your account has now been successfully verified and that your pending withdrawals will be processed as soon as possible.

To help us track the progress and ensure everything is completed smoothly, I kindly ask that you provide an update on your withdrawal status within one week. If you receive the funds earlier, please feel free to let us know at that time.

Hello Nibadon,

Thank you for the update. Please continue to keep me informed.

Dear Lanista Casino,

I kindly request that you process the player's remaining withdrawals. Thank you.

Thank you for your update, Nibadon.

Dear Lanista Casino,

Since the player is fully KYC-verified, please adhere to your own policy, withdrawals should be finalized within three business days.

According to your Terms and Conditions, specifically Section 6.15: "Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made and/or 3 (three) business days after the last withdrawal request was paid out..."

As this timeframe has been exceeded, we ask that you process the pending funds immediately.

Dear all,

We kindly inform you that we are checking this delay with our payments team and we will inform you as soon as possible regarding the matter.

Thank you so much for your patience and understanding.

Best regards,

Lanista Team

Dear Nibadon,

We would like to inform you that withdrawals have been completed successfully and your new withdrawal requests will be completed in the nearest time.

Thank you again for your understanding and excuse us for the inconvenience caused from this delay that occurred.

Kind regards,

Lanista Team

Dear Lanista Casino,

Thank you for the update. We are happy for your cooperation.

Dear Nibadon,

Please give an update in a week. I look forward hearing the progress of your withdrawals.

Ich habe alles erhalten. Vielen Dank für die Unterstützung ☺️

Dear Nibadon,

I’m very glad to hear that additional withdrawals have been processed within the past week. Before we move forward, I’d like to clarify one point. Last week, you mentioned you were expecting €3,000. Since this is a significant amount, I just want to confirm that you have received the full payment and that no withdrawals remain pending.

Hi, ja ich habe das vollständige Guthaben ausgezahlt bekommen. Vielen Dank nochmal

Dear Nibadon,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the assistance we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time. 

Best regards, 

Lala

Casino.Guru