Ninlay Casino - Player claims that payment has been delayed.

I am submitting a complaint against Ninlay Casino regarding a 400€ withdrawal. I have been trying to withdraw my funds for over a week, but the casino has already cancelled my withdrawal request twice without my consent.

When I contacted live chat, they gave me conflicting information. They claimed that my account currently shows as verified and no documents are needed, but then stated that a "special agent" might email me if they need anything. No email has been received, and they keep cancelling and delaying my payouts. It seems like a clear stalling tactic. I have not violated any rules. I request your assistance in making the casino process and pay my withdrawal. Thank you.

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Dear Olli1,

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

Dear Olli1,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Olli1,

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.

Thank you for taking the time to share your feedback, and please accept our sincere apologies for the stress, confusion, and frustration caused by the repeated cancellations of your withdrawal requests. We completely understand how upsetting it is to receive conflicting information from support and to feel as though your payouts are being intentionally delayed, especially when you have followed all the rules.

We completely understand that waiting for both verification checks and fund processing can negatively impact your overall gaming experience. However, please be assured that these procedures are in place solely to comply with mandatory security protocols and regulatory standards, which are vital for ensuring the safety and security of our players' funds and personal data.

Following a thorough review of your account, we can confirm that the verification process previously requested was successfully completed and approved. Furthermore, we have verified the status of your financial transactions and are pleased to inform you that your latest withdrawal request has been successfully processed and completed from our end.

We highly appreciate your patience, cooperation, and understanding throughout this process, and we wish you a much smoother and more enjoyable experience on our platform moving forward.

Best regards,

Ninlay Casino Team

Dear Olli1,

Thank you for your patience.

According to the casino, your verification has been completed successfully and your latest withdrawal has already been processed from their side.

Could you please confirm whether you have now received your withdrawal in your payment account?

Thank you very much in advance for your reply. I look forward to your update.

Karla

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,

Karla Mayfly

Casino.Guru