Lanista Casino - Pelaajan tiliä tutkitaan ja se on lukittu.

I deposited €100 at the casino and got a 100% bonus. I only managed to play a small amount of the money I deposited, so the casino put my account under investigation and locked it while I was playing the game. I have sent several emails asking why this is happening, but I have not received an answer. I demand in the email that I get my deposit back, but I have not received an answer to this either.

Talletin kasinolle 100€ saaden 100% bonuksen. Ehdin pelata vain tallettamaani rahaa pienen summan, jolloin kasino laittoi tunnukseni tutkintaan ja lukkoon kesken pelin pelaamisen. Olen laittanut useasti sähköpostilla kyselyä, että mistä tämä johtuu, mutta en ole saanut siihen vastausta. Vaadin sähköpostissa, että saan tallettamani summan takaisin, mutta en ole saanut tähänkään vastausta.

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Hello,

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 understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate 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,

Attila

Hello!

I was playing slots and didn't complete the verification before I went to play. I didn't have time to use the bonus money and the site only let me do a few spins before I lost access to my account.

Hei!

Pelasin kolikkopelejä ja en suorittanut vahvistusta ennen kuin kävin pelaamaan. En ehtinyt käyttää bonusrahoja vaan sivusto antoi tehdä vain muutaman pyöräytyksen ennekuin menetin tilin käyttöoikeuden.

Dear pelipilleri91,

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, Michal (michal.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,

Attila

Hello pelipilleri91,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to Lanista Casino to participate in this discussion.

Dear Lanista Casino,

Can you please provide clarification on what factors prompted your decision to close the player's account?

While it is somewhat an industry standard to close any player account at the discretion of the management at basically any time, any financial obligations have to be fulfilled first.

When will the player received their deposit back?

If there are any circumstances relevant to this case that cannot be disclosed publicly, please feel free to share them directly with me at michal.k@casino.guru for an independent review.

Thank you in advance.

Dear All,

Thank you for reaching out to us regarding this case.

Please be informed that we are currently looking into the matter and have requested a detailed update and precise information from our relevant department regarding the factors of the account closure and the status of the player's funds.

We kindly ask for your patience while we gather all the necessary details, and we will provide you with a comprehensive update as soon as possible.

Best regards,

Lanista Casino Team

Dear Lanista Casino,

I look forward to receiving your more detailed update regarding this matter and trust that it will be provided within a reasonable and timely timeframe.

Dear pelipilleri91,

We are writing to follow up on your recent inquiries regarding the temporary suspension of your account and to provide you with an update.

Please be informed that as part of our commitment to maintaining a secure gaming environment, accounts may occasionally undergo routine security reviews. These standard procedures are carried out to ensure the safety and integrity of all transactions and gameplay on our platform.

We are pleased to notify you that the review of your account has now been successfully completed, and full access to your account and balance has been completely restored. You are welcome to log in and resume your gameplay at your earliest convenience.

We sincerely appreciate your patience and cooperation while this necessary check was performed.

Best regards,

Lanista Casino Team

Dear Lanista Casino Team,

Thank you for the positive update.

Dear pelipilleri91,

As per the Lanista Casino Team's response, full access to your account has been reinstated, and your account balance has been restored.

Please let me know whether I may consider this complaint resolved, or if you require any further assistance regarding this matter.

Hello!

Thanks, I was able to log in with my account again! I noticed that my balance when I logged in was €77.5. The 125% bonus that the casino gives for the first deposit was no longer visible here. After depositing €100, the account balance has been €225, so €125 is missing. My account balance should be €202.5. (€77.5 + €125) Could this be corrected correctly?

Hei!

Kiitos pääsin nyt taas tunnuksellani kirjautumaan sisään! Huomasin että saldoni kirjautuessa oli 77,5€. Tässä ei näkynyt enää 125% bonusta, jonka kasinolta saa ensitalletukselle. 100€ talletuksen jälkeen tilin saldo on ollut 225€, joten tästä puuttuu 125€. Tilini saldo pitäisi olla 202,5€. (77,5€ + 125€) Voisiko tämän vielä korjata oikein?

Dear pelipilleri91,

I have received an email from the casino stating that they are experiencing some difficulties responding in the complaint thread. They have therefore kindly asked me to post their response on their behalf.

Dear pelipilleri91,

Thank you for your update, and we are glad to hear that you were able to log back into your account successfully.

Regarding your question about the missing funds, we would like to clarify that the 125% first deposit bonus had automatically expired in the system due to the previous account inactivity.

However, we have reviewed your request and have now manually corrected this for you. The missing €125 bonus balance has been fully restored to your account. Thank you for bringing this to our attention, and we wish you the best of luck with your games!

Best regards,

Lanista Casino Team

Hello!

Thank you very much for resolving this issue! The bonus money seems to be in the account and I am now happy with this! Have a nice summer to both parties!

Hei!

Kiitos paljon että saimme tämän asian ratkaistua! Bonusraha näyttäisi olevan tilillä ja olen nyt tähän tyytyväinen! Hyvää kesää molemmille tahoille!

Dear pelipilleri91,

Thank you for your response and for the confirmation that you received the funds.

I am glad that our involvement played an important role in resolving this matter.

I'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation.

Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Centre — we will be happy to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru