Lanista Casino - Pelaajan kotiutus on viivästynyt.

I've been waiting for my payout since January 21st. I've written several emails and received a reply saying it had already been processed. Then, I received another email saying it would take 3-5 days. I don't know what to believe; every email brings a new answer or excuse. I contacted my broker/wallet provider, and they said they see no shipment to my wallet address, but supposedly the payment has already been completed according to the Lanista website, which is a lie. I received the last email on February 8th. I'm still waiting the 3-5 business days it can take, but I'm sure this is a lie since it doesn't take 3-5 business days with BTC.

Ich watrte seit dem 21.01 auf die auzahlung habe mehre emails geschrieben habe die antwort bekommen es wäre schon ausgezahlt dannach es spätet sich jetz eine email das es 3-5 tage dauert ich weiß nicht was ich glauben soll jede email kommt eine neue antwort oder ausrede ich habe much mit meinen broker /wallet anbieter auseinander gesetz er sagte ich sehe keine sendung für ihre wallet adresse aber angeblich soll diese zahlung schon abgeschlossen sein laut lanista webiste was eine lüge ist die letze email hab ich am 8.02 erhalten ich warte noch die 3-5 werktage die es dauern kann aber ich bin mir sicher dies ist eine lüge da es bei btc ja keine 3-5 werktage dauert

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification?
• Could you please send me a screenshot of your transaction history showing the pending withdrawal requests?
• When was the last time you communicated with the casino regarding the delay in processing your payment?

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

Veronika

1. No, I've never received a payout; this was my first time on this website.

2. Yes, I did.

3. Yesterday I received an email with the transaction ID of the alleged payout. The problem is, it wasn't mine. After tracing the ID, I saw it was confirmed, but it was supposedly for €19,000 in BTC. This is the transaction ID: 2cd88636d9c1bf9c326b16b36f5debe27e468135e378896bef590b974b0a7891

I checked this here and you can clearly see that it's far too much money.

The thing is, three days ago they said the payout would take longer, now they say I've received it, but I haven't, and I was never sent a proper transaction ID to check.

1. Nein habe noch nie eine auszahlung erhalten war mein erstes mal auf dieser webseite

2. Ja das habe ich

3. Gestern hab ich eine email bekommen mit der transaktions id der angeblichen auszahlung das problem dabei es war nicht meine nach dem ich die id verfolgt habe hab ich gesehen sie ist bestätigt aber es waren angeblich 19.000 euro in btc. dies ist die transaktions id 2cd88636d9c1bf9c326b16b36f5debe27e468135e378896bef590b974b0a7891

Hier habe ich diese nachgeschaut und man sieht ja eindeutig das es sich um viel zu viel geld handelt

Das ding ist 3 tage zu vor hieß es die auszahlung würde noch dauern jetz hieß es wieder ich habe es erhalten habe ich aber nicht und mir wurde nie eine richtige transaktions id gesendet um es nachzuschauen

Have you notified the casino about the discrepancy in the transaction for which they sent you the transaction ID? If so, what explanation did they provide?

If you have any more recent communications with customer support regarding this issue, kindly forward them to me at veronika.f@casino.guru.

Thank you for your cooperation.

Yes, I said it was the wrong ID and even provided proof, but I haven't received a response for days.

Ja hab habe gesagt das es die falsche id ist habe es auch mit beweisen wieder legt aber keine antwort seit tagen

Hello Snowxhaze,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Snowxhaze

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, Peter (peter.c@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,

Veronika

Hello there,

Thank you Snowxhaze for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lanista Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Hello Snowxhaze,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru