Complaint #12 Lanista Casino

Delayed withdrawal repeated verification requests and ignored emails

By Cyril O U.

3 weeks ago

Dear AskGamblers Complaint Team,

I would like to file a complaint against Lanista Casino regarding my delayed withdrawal and unresolved verification issues.

I have an outstanding balance of $102, including a pending withdrawal of $55 submitted on 16 October 2026, which remains unpaid.

My verification documents, including my National ID, selfie holding my identity document, cryptocurrency deposit transactions, proof of ownership of my e-wallet, proof of address, and other requested documents, were all accepted, and my account was verified. However, a pop-up continues to request additional identity documents despite the successful verification.

I have repeatedly emailed the casino requesting clarification and guidance on resolving this issue. Unfortunately, the casino has failed to respond to my messages for over five days, despite my continued attempts to obtain assistance.

Since I do not possess an international passport or a driver's licence, I also submitted an Affidavit of Statutory Declaration of Age via email to the KYC team as an additional supporting document. However, I have received no response regarding this submission.

When I contacted their online support, I was told that "no issues have been identified regarding your withdrawal." Nevertheless, my withdrawal remains pending, and I continue to encounter additional verification requests despite my account having been verified.

At this point, I am confused and frustrated. The casino has not explained why my withdrawal remains unpaid or why additional documents are being requested after my previous documents were accepted.

I have made every effort to comply with the verification requirements, submitted the requested documents, and repeatedly contacted support, yet I have received neither a satisfactory explanation nor a response from the KYC team.

I kindly request AskGamblers' intervention to obtain a clear explanation from Lanista Casino, resolve the outstanding verification issue, and help ensure that my $55 withdrawal is processed and my remaining $102 balance is made accessible.

Thank you for your time and assistance. I look forward to your intervention and a fair resolution.

Kind regards,

Disputed Casino Lanista Casino

Reason Delayed payment

Amount $102

Discussion

62 hours left for Lanista Casino to respond.

Cyril29

• Nigeria

1 day ago

Dear Lanista Casino Team,

I would like to inform you that I have obtained the fresh NIN PDF slip and have submitted the document by replying directly to your previous verification email, as instructed.

Kindly confirm receipt of the document and forward it to your verification department for review.

I would appreciate a prompt review and update regarding the outcome of my verification so that my outstanding balance and pending withdrawal of approximately $157 can be made available.

Thank you for your assistance. I look forward to your confirmation.

Kind regards

Lanista Casino

• Representative

1 day ago

Dear Cyril29,

We are writing to inform you that the relevant department has reviewed your verification matter.

Please be aware of the following provision under Section 5.3 of our Terms and Conditions:

"5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification."

In accordance with these terms, we require your verification to be completed by November 19, 2026.

However, taking into consideration your current circumstances and the unavailability of an alternative form of identification, the relevant department has agreed to make an exception for your account.

To proceed with your verification, we kindly ask that you:

Log into the official NIMC Self-Service Portal or your NINAuth App.

Download a fresh, live PDF slip.

Share the downloaded PDF slip with us in reply to the initial email we sent previously.

Please ensure this is submitted on or before November 19, 2026, to avoid any interruption to your account or payments.

Kind regards,
Lanista Casino Team

Lanista Casino

• Representative

3 days ago

Dear Cyril29,

Thank you for the information.

We have escalated the matter to the relevant department. Once we have an update, we will inform you.

Thank you for your patience.

Kind regards,
Lanista Casino Team

AskGamblers

• Support Team

6 days ago

Dear Lanista Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Thanks in advance for your cooperation.

Lanista Casino Complaint Stats

Resolved 6 / 7

Avg. Amount $2,636

Avg. Complaint Duration 13 days

Avg. Response Time 2 days

Lanista Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 6 out of 6 complaints in this category have been resolved.

This operator's average complaint duration is 13 days, while the average duration across all operators is 7 days.

Complaint Status

62h left

$102

Having trouble with Lanista Casino? Submit complaint

Follow this complaint Learn more

Lanista Casino Complaints

See all complaints for this casino

Trouble getting my withdrawal

To date, I'm waiting 2 weeks for my withdrawal, which is €500 maximum amount.

I have emailed every day and keep getting the same answer every time. When I keep questioning, they end the conversation

I've explained that I really need it for bills, but no response. I'm desperate now that I will never receive my withdrawal.

They said it was processed a week ago, and still nothing.

Resolved

€500

Refund and close accounts

On 22 June 2026 I requested the permanent closure of my account. After receiving your request for confirmation, I confirmed that I wanted my account permanently closed.

Despite my confirmation, my account remained active. I was able to log in, make deposits and continue gambling. Instead of closing my account, I received promotional communication encouraging further gambling activity.

As a result of your failure to process my account closure request, I lost approximately €2,000 after confirming the permanent closure of my account.

I request:

A full refund of all losses incurred after my account closure confirmation.

A complete investigation into why my account remained active.

The exact date and time when my account was actually closed.

Copies of all records relating to my closure request.

If this matter is not resolved satisfactorily, I will escalate my complaint to the relevant licensing authority and other dispute resolution channels.

Kind regards,

Unresolved

€2,000

Only partial payment

I won 2000 CHF on April 7th, 2026. On April 7th, 8th, and 9th, I requested a withdrawal of 500 CHF. The casino only transferred a partial payment of 500 CHF to me on April 11th. They haven't paid out the rest. I've tried several times to cancel the payment and request it again, but nothing has happened. I keep getting told by email and live chat that I have to wait. My last requests were on May 17th, 22nd, and 23rd. Can you help me?

Resolved

CHF1,550

No payment received for a long time

Hello,

I won 6750 dollars on April 16th. I requested my first withdrawal of 750$ (limit per withdrawal). It's now been almost 2 weeks and I have yet to receive my first withdrawal. I have emailed lanista multiple times, yet they've done nothing about it so far. Since I have a lot to withdraw, at this rate, it'll take me ages to get my win. So I'm opening this case as a last resort to get my win in a reasonable timeframe.

Resolved

$6,750

Lanista does not pay my winnings

I make my first deposit to Lanista Casino 6th of January 2026. It was 145 euros deposit and I activated welcome bonus for casino. I played Master Joker game with 5 euros bet and won 2580 euros with real money. I made two separate withdrawals, 500e per each. Then they blocked me for the withdrawals (as attached) My 1000e withdrawal was never accepted. They asked all the documents and I have sent them.

I have sent several emails ja chat messages but every time they say that my account is under the relevant department. Every time they say this same message and nothing happens. Could u help me with this case?

Resolved

€1,000

Pending withdrawal still pending

I have a pending withdrawal transaction opened on 27/2/26 at 1013pm of $300NZD, on the website it states that it takes 3 days to process a withdrawal but we are on day number 4 and counting and I am getting the same answers each time I contact live support.

I have no active active bonuses as it is a new account.

Each response is please be patient, we have alot of people in the queue, please give us more time.

I'm reading a existing complaint that you guys have and it is very similar to what I am submitting today.

Resolved

$300

Is delaying everything

Lanista Casino is delaying everything it can. I submitted withdrawal requests three days later, on December 3, 4, and 5, 2025. I'm still waiting. Sometime in mid-December, I was asked to verify my account and I'm still waiting for everything. I can file three complaints within 24 hours of each other. Each withdrawal has a limit of 2,000 PLN. The limits alone are frustrating. After contacting casino support, I keep getting the same answers: I have to wait, and the delays are due to the large number of requests. I've lost hope that the casino will pay out my funds, which total about 20,000 PLN.

Resolved

zł20,000