Only partial payment

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,

<full name removed>

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.

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,

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.