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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.

If anything seems suspicious, contact us directly.

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

Dear petrlisy,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, the problem still persists. The only thing that has changed is that they sent another 11,000 CZK.

Dobrý den, problém stále přetrvává. Jediné co se změnilo je, že poslali dalších 11000,- kč.

Dear petrlisy, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Hello, yes, everything is fully verified. Withdrawals were made 3 times. I played the casino without using bonuses.

Dobrý den, ano vše mám plně ověřené. Výběry proběhly 3. Hrál sem casino bez využití bonusů.

I can't log into the casino today. I'm afraid I lost my money here.

Dnes se mi nedaří do casina přihlásit. Bojím se, že sem přišel o své peníze.

Dear petrlisy,

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,Munya,( munya.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,

Karla Mayfly

Dear petrlisy,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Lanista Casino to join this conversation and assist in addressing the complaint.

Dear Lanista Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear all,

thank you for contacting us.

We have checked the case and indeed found that the withdrawals are delayed. We have now forwarded them to the relevant department so they can check the issue. As soon as there is update we will inform you accordingly.

Thank you for the understanding!

Best Regards,

Team Lanista

Lanista Casino

Thank you for your response and willingness to look into the case. I look forward to your update soon.

Good morning,

Thank you very much for your willingness to deal with my case. I have already received several messages from Lanista Casino that the relevant department is dealing with my case. Unfortunately, they still have not paid the payment with the withdrawal date of 24 and 26. 4.

thank you Lisa

Dobrý den,

mockrát dekuji za vaši ochotu zabývat se mým případem. Od Lanista casina, jsem již několikrát obdržel zprávy, že se příslušné oddělení mým případem zabývá. Bohužel stále nezaplatili platbu s datem vyberu 24 a 26. 4 .

děkuji Lisý

petrlisy

I sincerely empathize with your situation and understand that further delays are not ideal for you. We will continue to await the update from the casino as they have promised.

Dear all,

apologies for the delay.

As we can see the mentioned withdrawals by the customer have already been completed. He now has 3 current in status pending which are from May 14th, May 15th and May 17th and we have forwarded them to our relevant department for speed-up.

If there is anything else that we can help with please do not hesitate to contact us!

Best Regards,

Team Lanista

Lanista Casino

Thank you for processing part of the player's requests. I am looking forward to a complete resolution of this dispute.

petrlisy

I kindly request that you confirm the receipt of a portion of your funds. Additionally, I would appreciate it if you could provide updates once you have received your pending withdrawals. Thank you for your cooperation.

Dear petrlisy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Munya
Casino.Guru