Verification failed after winning big

I submitted a redemption request for $2,108.20 via Skrill on August 8, 2025. My account is fully verified — LoneStar's own support has confirmed this in writing on multiple occasions.

Their published processing time is 1–3 business days (up to 7 for bank transfers). As of today, 37+ days have passed with no payment.

I have contacted LoneStar customer support multiple times via email. Every single response is an automated message stating my account is "fully verified" and the redemption is "pending." No explanation for the delay has been given. No case number has been assigned. No named representative has been assigned. No timeline has been provided. I have been asked for no additional documentation or verification.

I have also filed complaints with the Federal Trade Commission and the Better Business Bureau regarding this matter.

What I am requesting: Immediate payment of the $2,108.20 redemption, or a written explanation from a named representative detailing the specific reason for the delay and a firm date by which payment will be made.

I submitted a redemption request for $380 on August 3, 2026. After no update for over a week, I contacted support on August 12th and received only a generic reply saying it was “being processed.”

I formally escalated on August 19th, asking for a status update, confirmation of any needed verification, and a specific payout date. On August 20th, support replied confirming there was no issue with my request and nothing pending on my end — but still gave no timeline or explanation for the delay.

As of today, it has been 4 weeks since I submitted the redemption with no payout, no verification requested, and no timeline provided. I’ve since filed a complaint with the BBB. I’m posting here in hopes of getting this resolved directly with the casino.

Desired resolution: Release of my $380 redemption.

I requested a withdrawal on August 4, 2026. My total deposits on the platform were approximately $15,000, and my current balance is approximately $26,000.

Since requesting the withdrawal, I have been asked multiple times to verify the cards used on my account. I submitted verification documents for every card, including one ending in 9794 that I did not initially recognize — it turned out to be a Google Pay virtual card linked to a card I had already verified (ending in 7404). I provided screenshots from Google Pay confirming this link.

On August 9, 2026, LoneStar confirmed in writing that my verification submission was "reviewed and accepted."

Despite this confirmation, my withdrawal remains pending. I have followed up on August 10 and August 11 asking for a status update or estimated timeframe. Both times I received only a generic response stating the matter is "in progress" and that "no additional action is required," with no timeline or explanation given.

It has now been over a week since my original request and several days since verification was confirmed complete, with no indication of when — or whether — the withdrawal will be processed.

Desired resolution:

I am asking LoneStar to confirm that verification is complete and to process my pending withdrawal, or at minimum the current $10,000 redemption already submitted, along with a specific timeframe for the remaining balance.

I'm submitting this complaint in hopes that AskGamblers can help facilitate a response, since direct follow-ups with the casino have not produced any concrete answer.

• 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

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.

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.

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.