Lanista Casino - Отказ игрока от участия в турнире отложен.

Hello,

On January 18, 2026, I won €3900 at Lanista Casino. I played using a bonus, which I fully wagered. I requested a withdrawal of €500 on the same day and another of €500 the following day. After several days of no progress, I contacted customer support. Unfortunately, they only gave me vague assurances and told me there was a slight delay. On February 8, 2026, I received a request to verify my identity and upload various documents. The document upload feature was only enabled on the same day I received the request. In essence, I received the verification request approximately three weeks after submitting the withdrawal request.

On February 8, 2026, I uploaded all the documents and waited until February 13, 2026, when I was asked to upload documents again. However, it wasn't clear which documents were required again (see attached screenshot), and support couldn't help me. They didn't understand what I wanted and their response was completely unrelated to my question.

I've been waiting for the payout for almost a month now.

Hallo,

ich habe am 18.01.2026 im Casino Lanista 3900€ gewonnen. Es wurde mit Bonus gespielt und dieser wurde vollständig umgesetzt. Ich beantragte am gleichen Tag und am nächsten Tag eine Auszahlung in Höhe von jeweils 500€. Mehrere Tage nach dem nichts passierte, kontaktierte ich den Support. Dort wurde man leider nur vertröstet und einem mitgeteilt daß es sich leicht verzögert. Am 08.02.26 erhielt ich dann die Aufforderung mich zu verifizieren und diverse Dokumente hochzuladen. Das hochladen der Dokumente wurde auch erst an dem gleichen Tag der Aufforderung freigeschaltet. Die Aufforderung zur Verifizierung erhielt ich quasi erst ca. 3 Wochen nach dem Auszahlungsantrag.

Am 08.02.26 lud ich alle Dokumente hoch und wartete bis zum 13.02.26 , da sollte ich dann wieder Dokumente hochladen. In diesem Fall ist aber nicht ersichtlich welche Dokumente erneut gewollt (beigefügter Screenshot) sind und beim Support konnte mir nicht geholfen werden. Der Support hat gar nicht verstanden was ich wollte und antwortete mit keinem Bezug zu meiner Frage.

Ich warte jetzt schon fast einen Monat auf die Auszahlung.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which documents have you submitted to the casino for verification? Have any of them been reviewed and approved by the casino’s relevant department?
• Have you tried contacting customer support via email to clarify which documents you may need to resubmit?
• What types of games did you play?
• Could you please send me a link or a screenshot of the bonus you activated and played with?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello,

Customer service was informed via email, but there was no response.

The following documents were submitted:

Credit card front and back

Identity card front and back

Transaction history

Selfie + ID with website in the background

Only slots were played.

Screenshots come separately via email.

Hallo,

der Kundendienst wurde per E-Mail informiert, aber es gab keine Antwort.

Folgende Dokumente wurden eingereicht:

Kreditkarte Vor - und Rückseite

Personalausweis Vor - und Rückseite

Transaktionsverlauf

Selfie + Ausweis mit Webseite im Hintergrund

Es wurden nur Slots gespielt.

Screenshots kommen separat per E-Mail.

Hello Zippex83,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru