Ninlay Casino - Player believes that their withdrawal has been delayed.

I've been waiting for my payout for 6 days as a VIP player, they keep telling me to give them some more time, and then I got an email saying the casino is going to close.

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Dear Dadinho,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of the casino's message that they will be closing?

Thank you very much in advance for your reply.

Hello!

thanks for your time

Have you made any successful withdrawals before? Yes

Could you please confirm that you have passed the KYC (Know Your Customer) verification? Yes

Have you accumulated your winnings with or without an active bonus? Its a free money bonus but I met all the conditions.

Could you please post a screenshot of the casino's message that they will be closing?

I deleted the email sorry but The my VIP manager confirmed it but couldn't give a date—only that it wouldn't be this month.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Dadinho,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean