Lanista Casino - Withdrawal of player's winnings has been delayed.

Complaint: Delayed withdrawal / unpaid winnings

I am submitting a formal complaint regarding delayed withdrawal of my winnings from Lanista Casino.

I won €10,000 without using any bonus. My account is fully verified (KYC completed), and I have complied with all casino terms and conditions.

Despite this, only €500 has been paid out. The remaining €9,500 is still pending without any clear explanation or payment date.

Customer support repeatedly provides generic responses such as "your withdrawal is being processed" or "please wait," but no specific information or resolution is provided.

Key facts:

Total winnings: 230 593 CZK

Paid so far: 11690,02 CZK

Outstanding balance: 219501CZK

Bonus used: No bonus used

Account status: Fully verified (KYC completed)

Issue: Delayed / unpaid withdrawal

Request:

I request immediate payment of the remaining €9,500 or a clear written explanation with evidence of any valid reason for withholding the funds.

I am prepared to provide all supporting documentation (screenshots, chat logs, transaction history) if needed.

Thank you for your assistance.

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.

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Stay safe.

Dear petrlisy,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center