Lanista Casino - Igrački nalog je nepravilno ponovo otvoren.

I signed up to Lanista over the Christmas period.

After playing for a while, I successfully closed my account on January 20, 2026, citing my gambling addiction several times.

Despite this, they reopened my account without my consent on March 30, 2026. They even emailed me offers with huge bonuses, PRETENDING NOTHING I HAD BEEN INVOLVED.

I reported it via email to support and they immediately apologized and asked me for my bank details for a refund with an email sent on April 16th but after a good 20 days they are still asking me for the details but I have not seen any money.

Help me.

I find all this disrespectful.

AN ACCOUNT CLOSED DUE TO GAMBLING ADDICTION CANNOT BE REOPENED AND BONUSES ARE NOT SENT.

IT'S VERY SERIOUS.

Mi sono iscritto a Lanista nel periodo natalizio.

Dopo aver giocato per un pò avevo correttamente chiuso l'account il 20.01.2026 specificando la mia dipendenza da gioco d'azzardo più volte.

Nonostante ciò loro, hanno riaperto l'account, senza il mio consenso, il 30.03.2026. Inviandomi addirittura via mail delle offerte con bonus altissimi e FACENDO FINTA DI NULLA.

Ho segnalato via mail al support e mi hanno immediatamente fatto le loro scuse richiedendomi i dati bancari per un rimborso con una mail inviata il 16.04 ma dopo ben 20 giorni continuano ancora a chiedermi i dati ma non ho visto alcun soldo.

Aiutatemi.

Trovo tutto ciò irrispettoso.

NON SI RIAPRE UN ACCOUNT CHIUSO PER DIPENDEZA DA GIOCO D'AZZARDO E NON SI INVIANO MAIL CON BONUS.

E' GRAVISSIMO.

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If anything seems suspicious, contact us directly.

Stay safe.

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.

• Could you please forward me the email you received from the casino in January, confirming that your account was permanently closed? My email address is veronika.f@casino.guru.
• Have you received any additional responses from the casino since 16 April, when you were requested to send an email with your bank details? If so, kindly forward them to me as well.
• When was the last time the casino communicated with you regarding the refund of your deposits?
• In the screenshot you uploaded with your complaint, the casino promised you a refund of €170. Could you please explain why you set the disputed amount to €500?

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

Good morning Veronika, I'm attaching the email from January confirming the successful closure of my account.

I'm also attaching the emails I received from Lanista after April 16th. They always contain the same text, but they're repetitive and completely useless. The last time they contacted me was April 27th.

I'm pretty sure I deposited more than 170 euros, I don't remember if it was 500 or a little more

Buongiorno Veronika, allego la mail di Gennaio in cui confermavano la corretta chiusura del mio account.

Oltre a ciò allego anche le mail ricevute da Lanista dopo il 16 Aprile.. Sempre con lo stesso testo ma ripetitive e assolutamente inutili. L'ultima volta che mi hanno contattata è stata il 27 Aprile

Sono abbastanza convinto di aver depositato più di 170 euro , non ricordo se tra i 500 o poco più

Dear Aabbaa

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, Igor (igor.p@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,

Veronika

Dear Aabbaa,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Lanista Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Lanista Casino representative to join this conversation and participate in resolving this complaint.

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 for providing the information.

Here is the coherence of Lanista

They don't pay me the refund, they get the amount wrong and they continue to send me various bonus offers despite everything.

All

Ecco la coerenza di Lanista

non mi pagano il rimborso, sbagliano la cifra e conntinuano a mandarmi svariate offerte bonus nonostante tutto.

Tutto

Dear All,

Thank you for bringing this matter to our attention. We take all Responsible Gambling concerns with the utmost seriousness.

Please be informed that our relevant department has already been actively managing this case prior to the forum complaint. As a resolution, we have permanently closed the player's account and offered a full refund of the losses incurred during the period in question.

Dear Igor,

To clarify the details and ensure transparency, we have sent an official email to you with the necessary documentation confirming the exact amount of the player's losses, which totals €170.

We are fully prepared to process this refund immediately; however, we are currently waiting for the player to provide their valid bank details, which they have not yet sent to us. As soon as the player provides this information, the transaction will be initiated without delay.

Regarding the promotional emails, please note that we have manually updated and completed the unsubscription process for the player. It may take up to 48 hours for the system to fully sync, after which the player will not receive any further marketing materials.

We kindly ask the player to reply to our direct email with their bank details so we can conclude this matter.

Best regards,

Lanista Casino Team

Dear Aabbaa,

Thank you very much for your email and for your questions.

Regarding the amount, the casino shared a screenshot showing deposits made from January 20th to May 5th. During this period, deposits were only made on April 1st, with a total value of €170.

Regarding the remaining two questions, I will reply directly to the casino’s email and ask them outside of this thread.

Dear Lanista Casino,

Thank you for the evidence and information.

I have replied directly to your email with an additional request. Please review the email and let me know once you have replied to it. Thank you!

So I just have to wait for the refund?

Thanks a lot guys

Quindi devo solo attendere il rimborso?

Grazie mille ragazzi

Dear Igor,

Thank you for the update.

We have checked our inbox, but it appears we have not received your reply or any additional requests from your end yet. Could you please double-check or try re-sending the email?

We will monitor our inbox closely and reply as soon as it arrives.

Best regards,

Lanista Casino Team

Dear Lanista Casino,

I have sent the email to complaints@lanista.com.

Please let me know whether you have received the email this time. Thank you!

Gentlemen, could you help me?

Signori potreste aiutarmi?

Dear Igor,

We are very sorry for the inconvenience this technical issue is causing.

Since your email is still not reaching our complaints inbox, could you please try sending your message directly to our support email at support@lanista.com?

We will make sure our support team manually forwards it to the complaints department immediately. Thank you for your patience!

Best regards,

Lanista Casino Team

I'm very sorry for the wait

Sono molto dispiaciuto dall'attesa

Dear Lanista Casino,

I have sent the email this time to support@lanista.com.

Please let me know whether you have received the email or not. Thank you!

LANISTA CAN YOU ANSWER PLEASE?

LANISTA PUOI RISPONDERE PER FAVORE?

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.

Lanista, can you answer since you asked me for my bank details over a month ago? Thank you very much.

Lanista puoi rispondere dato che mi avete chiesto i dati bancari più di un mese fa? Grazie mille

I ask for Igor's help to kindly urge Lanista

Chiedo l'aiuti di Igor per sollecitare Lanista gentilmente

Dear all,

I would like to inform you that the casino representative reached out to me outside of this thread.

I have replied with the requested information, and I will inform you once there is any news to share.

What's new? I've been waiting for a refund for over a month.

Di quali novità parliamo? Sto attendendo un rimborso da più di un mese

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.

Dear Aabbaa,

I have repeatedly tried to contact the Lanista Casino again, but have had no success. Even though the casino initially engaged in conversation, they failed to continue replying in or outside this thread.

Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

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.

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.

Best regards,

Igor

We’ve reopened this complaint at the request of Lanista Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Aabbaa,

I have received an email from the casino informing me that the refund of €170 was processed on their side.

Could you please confirm whether this information is correct and whether you received your money?

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Problem solved, they finally paid me

Problema risolto finalmente mi hanno pagato

Dear Aabbaa,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P