Lanista Casino - Учетная запись игрока находится под следствием и заблокирована.

I deposited €100 at the casino and got a 100% bonus. I only managed to play a small amount of the money I deposited, so the casino put my account under investigation and locked it while I was playing the game. I have sent several emails asking why this is happening, but I have not received an answer. I demand in the email that I get my deposit back, but I have not received an answer to this either.

Talletin kasinolle 100€ saaden 100% bonuksen. Ehdin pelata vain tallettamaani rahaa pienen summan, jolloin kasino laittoi tunnukseni tutkintaan ja lukkoon kesken pelin pelaamisen. Olen laittanut useasti sähköpostilla kyselyä, että mistä tämä johtuu, mutta en ole saanut siihen vastausta. Vaadin sähköpostissa, että saan tallettamani summan takaisin, mutta en ole saanut tähänkään vastausta.

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello!

I was playing slots and didn't complete the verification before I went to play. I didn't have time to use the bonus money and the site only let me do a few spins before I lost access to my account.

Hei!

Pelasin kolikkopelejä ja en suorittanut vahvistusta ennen kuin kävin pelaamaan. En ehtinyt käyttää bonusrahoja vaan sivusto antoi tehdä vain muutaman pyöräytyksen ennekuin menetin tilin käyttöoikeuden.

Dear pelipilleri91,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello pelipilleri91,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to Lanista Casino to participate in this discussion.

Dear Lanista Casino,

Can you please provide clarification on what factors prompted your decision to close the player's account?

While it is somewhat an industry standard to close any player account at the discretion of the management at basically any time, any financial obligations have to be fulfilled first.

When will the player received their deposit back?

If there are any circumstances relevant to this case that cannot be disclosed publicly, please feel free to share them directly with me at [email protected] for an independent review.

Thank you in advance.

Dear All,

Thank you for reaching out to us regarding this case.

Please be informed that we are currently looking into the matter and have requested a detailed update and precise information from our relevant department regarding the factors of the account closure and the status of the player's funds.

We kindly ask for your patience while we gather all the necessary details, and we will provide you with a comprehensive update as soon as possible.

Best regards,

Lanista Casino Team

Dear Lanista Casino,

I look forward to receiving your more detailed update regarding this matter and trust that it will be provided within a reasonable and timely timeframe.