Lanista Casino - O saque do jogador está atrasado devido a problemas com o KYC (Conheça Seu Cliente).

I am submitting this complaint regarding an unresolved withdrawal and prolonged KYC process at Lanista Casino.

I won approximately €2,200, and after requesting a withdrawal, I was asked to complete KYC verification. I provided all requested identity documents promptly. This process has already taken almost 2 months.

Recently, support informed me that my account has been flagged as "high risk for fraud" and that I allegedly have multiple accounts on their website. These claims were made without providing any evidence nor are they true.

Additionally, I was told via chat that I must submit further documents requested by email, or my account would be banned and no withdrawals would be paid. However:

I have not received any email requesting additional documents

I checked spam/junk folders and confirmed the correct email address

Support has not been able to resend or specify what documents are supposedly missing

At this point:

KYC has been ongoing for almost two months

No clear or consistent communication has been provided

Fraud accusations are vague and unsupported

My withdrawal remains unpaid

I have cooperated fully and am willing to provide any clearly specified and legitimate verification documents. However, I believe the casino is intentionally delaying the process to avoid paying out my winnings.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Dear soukker,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing.

Please understand that KYC verification is a crucial and essential process, during which the casino ensures that funds are paid to the rightful owner. As casinos cannot physically verify all players’ identities, this procedure is the only way licensed and reputable gambling establishments can properly complete their verification obligations. Consequently, no serious and licensed casino takes KYC lightly, and completing this process may take some time.

To help us better understand your situation and move the case forward, could you please clarify the following:

• Is there any possibility that someone from your household, or someone using the same IP address, has also created an account at this casino?
• Which verification documents have you already provided, and when exactly did you submit the most recent one?
• Were all the required documents submitted as soon as possible and in the correct format?

Your cooperation in providing these details will help us investigate the matter and work toward a resolution. I hope we will be able to assist you in resolving this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Hi, it’s not possible that someone from the same ip address would’ve created an account. So far I’ve provided pictures of my credit card, pictures of my id, selfie holding the id and last 3 months paycheck from my employer. All the documents have been submitted the same day they have been required and in the correct format.

Thank you for your time!

Thank you for your reply and for providing the previous details, soukker.

• Could you please provide us with a timeline related to your withdrawal and verification process?
• Additionally, can you confirm whether you received any communication mentioning that your account was flagged as "high risk for fraud," or if this information was provided only through chat support?
• Finally, could you share any further communication you had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or post your screenshots directly in the thread.

Thank you again for your cooperation.

Hello,

I deposited on 16 December and requested a withdrawal shortly after.

My withdrawal was declined the same day without explanation.

Around a week after that, the casino asked for documents. I have been providing everything requested one by one, but this has been drawn out for months.

This created a continuous delay: documents are requested ->I send them -> then another new requirement appears a week after, which further pushes back any resolution. I haven’t received a single clear confirmation that all required items have now been completed or that there are no outstanding issues.

Timeline

16 Dec – deposit made

Same day – withdrawal declined

~1 weeks later – first document request received

Since then – documents sent as soon as requested, but follow-up requests continue without clear explanation.

I did not receive any official email or formal notification initially stating that my account was flagged as "high risk for fraud."

This information first came to me indirectly. I contacted a third-party streamer who is affiliated with the casino to ask for assistance since the kyc process was taking so long, and he reached out to his manager on my behalf. The manager informed him that my account was marked as high risk for fraud.

After receiving this information, I then contacted live chat support directly, and they confirmed that my account had indeed been flagged as high risk and i had been sent an email with more information.

So to clarify:

There was no prior official communication sent to me about this status.

The information was first relayed through an affiliated third party.

It was only confirmed afterward via live chat when I asked about it myself.

I have not received an email from lanista since 24th of december which was about the initial documents they need.

Unfortunately I don’t have the screenshots of the earlier conversations with support, but I do have discord logs of the well known streamer confirming this and the most recent conversation with live chat where they told me to be patient about the email.

Dear soukker

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 Lucia (lucia.s@casino.guru). 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,

Petra

Hello soukker,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Lanista Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear soukker,

Thank you for reaching out to us.

We would kindly like to inform you that your account is currently requiring the verification.

In order to complete the process we would kindly like to ask you to upload all requested documents within your account profile.

As soon as your account is successfully verified, you may place your withdrawal requests which will then be reviewed and finalized.

We thank you for your understanding.

Kind regards,

Lanista Casino Team

Hello, and what would these documents be? There’s no information on the verification page nor have I received an email about it.

Here’s a picture of the verification page.

Dear Lanista Casino Team,

Could you please provide a list of the documents required from soukker in order to successfully complete the verification process?

Having a clear overview of the required documents will help ensure that the documents will be submitted without delay.

Thank you in advance for your assistance.

Dear soukker,

Thank you for your reply.

We are happy to inform you that your account has been successfully verified.

You may place now your withdrawal requests .

Please keep in mind that it may take up to 3 working days for withdrawal requests to be complete.

Thank you for your understanding.

Kind regards,

Lanista Casino Team

Dear Lanista Casino Team, thank you for the update.

Dear soukker,

Could you please confirm whether you have submitted a withdrawal request? If so, kindly let us know if you have already received your funds or if you are still waiting for them. Thank you.

Hello, I’m happy to report that i’ve withdrawn successfully 1500eur so far.

Dear Soukker,

I am pleased to hear that things are moving forward. I will keep the complaint open until you confirm that you have received all of your funds. Please keep us updated.

Dear soukker,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Lucia
Casino.Guru