Lanista Casino - Os ganhos do jogador estão atrasados ​​devido a um problema na atividade da conta.

Hello, good afternoon! My name is Iñaki, and my problem is the following. I was playing the Finn Golden Tavern slot from NetEnt, and I won €197 on one spin. Suddenly, I was disconnected, and that spin wasn't added to my balance. The spin does appear in the slot's history, but when I claimed it, they told me I had to send them the bet ID. I checked my casino history, and mysteriously, my activity stopped three hours before that spin. What can I do now? Thanks in advance.

Hola buenas tardes! Mi nombre es Iñaki y mi problema es el siguiente. Estaba jugando en la slot Finn golden tabern del proveedor Netent y en una tirada gané 197€, de repente me desconectó y esa tirada no me la sumó al saldo. En el historial de la slot si aparece esa tirada, pero cuando la reclamé,me dicen que debo mandarles la bet id de mi apuesta. Me meto en el historial de mi casino y misteriosamente mi actividad cesa 3 horas antes de esa tirada. Qué puedo hacer ahora? Gracias de antemano

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 Stylo79,

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

Please note that games in online casinos are programmed to continue running even if the connection between your device and the game provider’s server is interrupted. In such cases, the result displayed on your screen might differ from the one registered on the server. However, if two different outcomes exist, the valid result is always the one recorded on the casino’s server.

To better understand the situation and assist you further, could you please answer the following questions?

• Do I understand correctly that this issue occurred only once and with one specific game?
• Do you have any video recordings or screenshots of the incident?

Thank you very much in advance for your reply.

Best regards,

Petra

Hi Petra! Thanks for your reply. I sent you the two screenshots in the complaint, and I'm sending them again now. The bet is recorded in my game history, and they're asking me for the Bet ID, meaning they want to find the bet in the casino's history. This happened at 2:00 AM, and surprisingly, my casino history stopped updating at 3:51 AM.

Hola Petra!! Gracias por tu respuesta. En la queja te mandé los dos pantallazos,ahora vuelvo a mandartelos. A ver,la tirada está registrada en el historial del juego, ellos me piden la Bet id , es decir ,buscar la tirada en el historial del casino. Esto sucedió a las 2.00 am, pues sorprendentemente mi historial del casino a las 3.51 am ya no me actualiza más.

Thank you for your reply and for providing the previous details, Stylo79.

• Can you confirm if you received any notifications about your disconnection?
• Have you contacted the casino’s customer support regarding this issue? If so, what was their response? You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Good afternoon! I wasn't notified about the disconnection. I'm sending all the emails I exchanged with technical support to your email address. Best regards.

Buenas tardes!! De la desconexión no me avisaron no. Y a tu correo te mando todos los correos que intercambié con el soporte técnico. Un saludo

Dear Stylo79

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 Martina (martina.b@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

Dear Stylo79,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Lanista Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear all,

We truly appreciate your patience.

We would like to inform you that we are working on the request with the highest priority.

Once there is any update we will inform you immediately.

Best regards,

Lanista team

Dear Lanista Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

What do I do now? This casino isn't responding, they've manipulated my history and stolen my money.

Y ahora qué hago? Este casino no responde, a manipulado mi historial y me han robado el dinero.

Dear Stylo79,

Unfortunately, since we have not received any further response or relevant details/supporting evidence from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by New Brunswick and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at martina.b@casino.guru

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.