Lanista Casino - Il ritiro del giocatore è ritardato.

My actual country of residence is Germany. The location field seems to be prefilled automatically and cannot be changed.

I am submitting a complaint against Lanista Casino regarding a delayed withdrawal of €1,317, requested on January 20, 2026.

A partial withdrawal of €500 was processed quickly. Since then, the remaining amount has been delayed for weeks without any valid explanation.

Customer support only provides generic excuses such as "high withdrawal volume" or "payment provider issues" and never gives a concrete payment date.

The verification process is also unclear. I am told to check the verification tab, but no clear or actionable requests are shown.

Additionally, I received an email from support referring to "Rabona customer service", even though my account is with Lanista only. This raises serious concerns about transparency and operator structure.

Despite a written confirmation from the casino stating that "everything is in order" with my withdrawal, no payment has been made and communication has stopped.

I kindly ask Casino Guru to assist in resolving this dispute and help me receive my legitimate winnings.

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 Andypump,

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 confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Have you used the same payment method as previously for the withdrawal of €500?

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.

Best regards,

Attila

Dear Attila,

Thank you very much for your feedback and support.

I will gladly answer your questions as follows:

1) KYC verification:

I have not yet been able to complete the KYC verification process, as I have not been given the opportunity to upload the required documents.

The verification tab was mentioned to me several times, but it doesn't display any specific upload fields or open requirements.

I was not specifically informed which documents are required or how I can submit them.

2) Bonus:

Yes, I had activated a bonus.

However, this was implemented fully and in accordance with the rules.

The fact that the bonus conditions have been met is also demonstrated by the fact that the casino has already successfully carried out a partial payout of €500.

3) Payout method:

Yes, the same payment method used for deposits, namely MiFinity, was used for the withdrawal of the €500.

The outstanding payment should also be made using the same method.

I hope this information helps you in your further investigation of the case.

Please feel free to contact me if you have any further questions.

Best regards

[Redacted]

Lieber Attila,

vielen Dank für Ihre Rückmeldung und Ihre Unterstützung.

Gerne beantworte ich Ihre Fragen wie folgt:

1) KYC-Verifizierung:

Die KYC-Verifizierung konnte von mir bisher noch nicht abgeschlossen werden, da mir keine Möglichkeit gegeben wurde, entsprechende Dokumente hochzuladen.

Der Verifizierungs-Tab wurde mir mehrfach genannt, jedoch werden dort keine konkreten Upload-Felder oder offenen Anforderungen angezeigt.

Mir wurde auch nicht konkret mitgeteilt, welche Dokumente benötigt werden oder wie ich diese einreichen kann.

2) Bonus:

Ja, ich hatte einen Bonus aktiviert.

Dieser wurde jedoch vollständig und regelkonform umgesetzt.

Dass die Bonusbedingungen erfüllt wurden, zeigt sich auch daran, dass das Casino bereits eine Teilauszahlung von 500 € erfolgreich durchgeführt hat.

3) Auszahlungsmethode:

Ja, für die Auszahlung der 500 € wurde dieselbe Zahlungsmethode verwendet wie zuvor für Einzahlungen, nämlich MiFinity.

Auch die ausstehende Auszahlung sollte über dieselbe Methode erfolgen.

Ich hoffe, diese Informationen helfen Ihnen bei der weiteren Prüfung des Falls.

Für Rückfragen stehe ich jederzeit gerne zur Verfügung.

Mit freundlichen Grüßen

[Redacted]

Update regarding KYC verification:

I have now successfully uploaded my identity document and transaction history.

However, the selfie with ID and casino website in the background cannot be uploaded due to a technical issue. The upload page keeps reloading and the document is not submitted.

I have recorded a video showing this problem and sent it to the casino support.

I am fully willing to complete verification, but the system prevents me from doing so.

Dear Andypump, thank you very much for your reply. Have you received any updates from customer support regarding the issue you reported? Additionally, would you be able to forward me the video recording along with the document you wish to submit?

You can reach me via email at [email protected].

Thank you for your patience and cooperation.

Hello Attila,

Thank you for your support.

I have just sent you the video recording of the technical problem, as well as screenshots and the selfie document, via email.

The identity verification and transaction history have been successfully uploaded and are currently being reviewed.

However, the required selfie with ID and casino page cannot be uploaded due to a technical error on the website.

Casino support has not yet offered an alternative verification method.

Thank you for your continued support.

Best regards

[Redacted]

Hallo Attila,

vielen Dank für Ihre Unterstützung.

Ich habe Ihnen soeben per E-Mail die Videoaufnahme des technischen Problems sowie Screenshots und das Selfie-Dokument gesendet.

Der Identitätsnachweis und der Transaktionsverlauf wurden erfolgreich hochgeladen und befinden sich derzeit in Prüfung. 

Das geforderte Selfie mit Ausweis und Casino-Seite kann jedoch aufgrund eines technischen Fehlers auf der Website nicht hochgeladen werden.

Der Casino-Support hat bisher keine alternative Möglichkeit zur Verifizierung angeboten.

Vielen Dank für Ihre weitere Unterstützung.

Mit freundlichen Grüßen

[Redacted]

Hello Attila,

Thank you for your support.

I have already sent you the requested videos. They clearly show that Lanista's verification system technically prevents the upload of the requested selfie (with ID and the casino website in the background).

I have tried the upload several times:

various browsers (Chrome, Edge)

various devices (PC and smartphone)

The problem occurs identically everywhere.

Lanista has been informed of this multiple times and has received the video recordings as evidence. Nevertheless, I continue to receive only standard replies requesting me to upload the very document that cannot be uploaded for technical reasons.

I have not yet been offered an alternative verification option (e.g., email submission or manual review).

I have submitted all other documents in full and am fully cooperating.

The delay in my payout is solely caused by this technical error on the platform.

My payment has been outstanding since January 17, 2026 (only a partial payment has been made).

I therefore ask for your support so that:

an alternative verification is enabled or

The verification will be completed manually.

Thank you so much for your help.

Kind regards

[Redacted]

Hallo Attila,

vielen Dank für Ihre Unterstützung.

Ich habe die angeforderten Videos bereits an Sie gesendet. Darauf ist eindeutig zu sehen, dass das Verifizierungssystem von Lanista den Upload des geforderten Selfies (mit Ausweis und Casino-Website im Hintergrund) technisch nicht zulässt.

Ich habe den Upload mehrfach versucht:

verschiedene Browser (Chrome, Edge)

verschiedene Geräte (PC und Smartphone)

Das Problem tritt überall identisch auf.

Lanista wurde mehrfach darüber informiert und hat die Videoaufnahmen als Nachweis erhalten. Dennoch erhalte ich weiterhin nur Standardantworten mit der Aufforderung, genau das Dokument hochzuladen, das technisch nicht hochgeladen werden kann.

Eine alternative Verifizierungsmöglichkeit (z. B. E-Mail-Einreichung oder manuelle Prüfung) wurde mir bisher nicht angeboten.

Ich habe alle anderen Dokumente vollständig eingereicht und kooperiere vollständig.

Die Verzögerung meiner Auszahlung wird ausschließlich durch diesen technischen Fehler auf der Plattform verursacht.

Meine Auszahlung ist seit dem 17. Januar 2026 offen (nur Teilzahlung erfolgt).

Ich bitte Sie daher um Unterstützung, damit:

eine alternative Verifizierung ermöglicht wird oder

die Verifizierung manuell abgeschlossen wird.

Vielen Dank für Ihre Hilfe.

Freundliche Grüße

[Redacted]

Update:

I contacted live support again and asked for a firm timeframe for the completion of the verification and payout.

Support stated that no timeframe could be given, as everything is being reviewed by the relevant department.

I was not given written confirmation of the status or a binding statement.

The chat was then ended.

I have submitted all requested documents in full and have also provided several videos of the technical upload problems.

The payout is still pending.

Update:

Ich habe erneut den Live-Support kontaktiert und um eine verbindliche Zeitangabe für den Abschluss der Verifizierung und Auszahlung gebeten.

Der Support teilte mit, dass kein Zeitrahmen genannt werden kann, da alles in der Fachabteilung geprüft wird.

Eine schriftliche Bestätigung über den Status oder eine verbindliche Aussage wurde mir nicht gegeben.

Der Chat wurde anschließend beendet.

Ich habe alle angeforderten Dokumente vollständig eingereicht und zusätzlich mehrere Videos der technischen Upload-Probleme bereitgestellt.

Die Auszahlung ist weiterhin offen.

Dear Andypump,

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, Hadi ([email protected]). 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 Attila,

Quick update on my verification:

I was able to successfully upload the required selfie – but only after manually converting the file from JPG to PDF.

Uploading JPG and PNG files to the website was previously technically impossible (as documented in my videos).

This confirms that the problem was not due to missing documents, but to the platform's upload system.

Thank you for considering this update.

Kind regards

Andreas

Hallo Attila,

kurzes Update zu meiner Verifizierung:

Das geforderte Selfie konnte ich nun erfolgreich hochladen – allerdings nur, nachdem ich die Datei manuell von JPG in ein PDF umgewandelt habe.

Im JPG- und PNG-Format war der Upload auf der Website zuvor technisch nicht möglich (wie in meinen Videos dokumentiert).

Dies bestätigt, dass das Problem nicht an fehlenden Dokumenten lag, sondern am Upload-System der Plattform.

Vielen Dank für die Berücksichtigung dieses Updates.

Freundliche Grüße

Andreas

Dear Andypump,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Lanista Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Lanista Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi