Complaint #15 LoneStar Casino

Break not honored

By Diego F.

4 days ago

• I want to file a complaint regarding a serious violation of responsible gaming procedures. I requested a 90 day self exclusion, but I was told the maximum was 14 days. After multiple chats, the support team agreed to apply a 30 day exclusion and confirmed that it had been activated.
• Despite this confirmation, my account remained fully accessible. I was able to log in and play 12 hours later, 24 hours later, and even now—over 36 hours after they told me the exclusion was applied. This shows clear negligence in enforcing the self exclusion.
• Because the casino failed to implement the exclusion as promised, I am requesting a refund of all deposits made during the period in which my account should have been blocked for a total of $580. Additionally, I want to close my account definitely

Disputed Casino LoneStar Casino

Reason Self-exclusion

Amount $580

Discussion

AskGamblers

• Support Team

2 days ago

Dear LoneStar Casino,

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

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

LoneStar Casino Complaint Stats

Resolved 1 / 9

Avg. Amount $2,507

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

LoneStar Casino Complaints

See all complaints for this casino

Not paying out redemption

I submitted a redemption request almost 2 weeks ago, and they have yet to pay this out.

This happened after I emailed about a self-exclusion, but did not officially confirm to proceed, and they preemptively decided to close my account.

I have emailed their support team every day this week and still have not heard anything back regarding this redemption request.

Unresolved

$700

My redemption is taking to long

I requested a redemption for $125 on June 17th it's the 20th now and I don't understand why it's taking days to get such a small redemption. I feel like they want me to cancel so I rebet my winnings and I'm not going to do that. I just want my winnings. I'm fully verified and just want to be paid. I have sent them emails trying to find out why it's taking so long, and they just send me generic replies saying it's processing.

Unresolved

$125

7 days and counting

I am writing this to warn others about the current payout situation at Lonestar Casino. I have been a fully verified member here for a long time, so there should be no reason for delays regarding KYC or documentation.
I requested a $500 redemption exactly 7 days ago. Despite the amount being well within standard limits and my account being verified, the funds are still sitting in a "pending" state with absolutely no movement.
It is incredibly frustrating to deal with these types of delays when you have played by the rules and maintained a verified status. I have reached out, but the lack of urgency in processing my withdrawal is disappointing. If you are looking for a platform that respects your time and processes payouts in a reasonable window, my experience here has been the opposite.
I am still waiting for my money. Proceed with caution if you decide to play here.

Unresolved

$500

Verification failed after winning big

I have already contacted support with no response. I hit a small jackpot ($677). When I went to redeem I followed the KYC process as I do on any other site. Immediately after submitting my ID, I was denied verification. To re-verify it says to contact support. I did and have heard nothing. Yet they responded to my trustpilot review immediately.

Unresolved

$677

LONESTAR not paying about 7800 dollars

I have had a pending redemption for over a week now. They said I am fully verified so there is nothing more I can do on my end. I have emailed them many times and gotten the same cookie-cutter response. It is not the first redemption I have gotten before and I haven’t had any trouble up to this point.

Unresolved

$7,800

Withdrawal pending over 2 weeks with no timeline

I am submitting a complaint regarding a pending redemption of $7,600 that has now been outstanding for two weeks.

I requested this withdrawal on or around March 20, 2026. Since then, I have contacted support multiple times and have consistently been told that my redemption is “in queue” with the payments team. However, I have not been provided with any clear timeline or explanation for the delay.

This is significantly outside the normal processing timeframe, as previous withdrawals have been completed within 1–2 days.

At this point:
• My account is fully verified
• I have not been asked for any additional documentation
• There are no known issues or violations on my account

Despite this, the withdrawal remains pending with no resolution.

I am requesting that LoneStar Casino process my $7,600 redemption immediately or provide a clear and specific reason for the delay along with a confirmed timeframe for completion.

I am happy to provide any additional information if needed.

Thank you.

Unresolved

$7,600

Delayed payment with no transparency

Player ID 9746480. I am fully verified on Lonestar and have played through tens of thousands over the past few months. I have had many successful redemptions including multiple over $2500.
3/7-I submitted a redemption request for $2500+.
3/10- The request was still pending so I cancelled and re-submitted for a new amount of $3581.
3/12- Emailed for an update and it was requested that I fill out a W9 and send 3 months of bank statements which was completed same day.
3/16, 3/18 & 3/21- Requested an update on the status and timeline for the redemption.
Lonestar has not provided me with a reason for the delay or given any timeframe for when this will be processed.

Unresolved

$3,581

Delaying payment on redemption

I am fully verified on the site and requested a redemption last Friday, around a little after noon.

It says they usually have redemption paid out 24 to 48 hours, yet after numerous email attempts, they won’t give me a clear reason, but just say it has to clear safety checks or something stupid like that!

They want me to cancel my redemption, I’m guessing is why they are dragging their feet.

Resolved

$1,000