LoneStar Casino

Verification failed after winning big

By degendegen69

2 weeks ago

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.

Disputed Casino LoneStar Casino

Reason Verification issues

Amount $677

Discussion

AskGamblers

• Support Team

2 weeks 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.

degendegen69

2 weeks ago

This is what I followed up with because they are MAKING UP THEIR TERMS AND CONDITIONS.

https://lonestarcasino.com/p/terms-of-use-service-agreement/

My follow up:

“ Hello,

Thank you for your response. I understand the concern regarding my California ID — I am happy to clarify.

I am a resident of Illinois, which is not a restricted state under your Terms and Conditions. The California ID was provided in error as it is an old form of identification I no longer use. My current residency is in Illinois, and I can provide the following documentation to confirm this:
• A valid U.S. Passport (government-issued photo ID)
• Illinois bank statements showing my current Illinois address
• Any additional proof of Illinois residency upon request

I also want to respectfully flag something regarding your verification requirements. Your Terms and Conditions (Clause 6.2) list “proof of your address” (6.2.9) and “government issued identification documents” (6.2.10) as two separate items. A passport fully satisfies Clause 6.2.10 as a government-issued ID, and my bank statements satisfy Clause 6.2.9 as proof of address. Nowhere in the Terms does it state that the government-issued ID must itself display a current address.

I am happy to submit my passport and Illinois bank statements together to satisfy both requirements. Please let me know how to proceed and where to send these documents.

Thank you,”

degendegen69

2 weeks ago

They claim the issue is that I used a California ID but I do not live in California. I sent my passport to support as well as statements from 3 separate banks proving my Illinois residency. I attached their response.

LoneStar Casino Complaint Stats

Resolved 1 / 5

Avg. Amount $4,132

Avg. Complaint Duration 3 days

Avg. Response Time 2 days

LoneStar Casino Complaints

See all complaints for this casino

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