Ninlay Casino - Player is facing a delayed refund.

Dear Anjouan Gaming Authority, I am writing to file an official complaint regarding a delayed Refund from Ninlay Casino (operated by NovaForge Ltd., license ALSI-152406028-FI2). The casino made serious mistakes and confirmed this on June 3rd and awarded me a refund. Nothing has happened since then and I have only been told that I will be informed. I have given them several limits by when this has to be done. Unfortunately, nothing has happened to date and despite contacting their support almost daily since then, my payment has not been processed. I have complied with all their requests and provided all necessary documents. However, the casino continues to delay the payout without a valid explanation. Here are the details of my case:

-Full name: [hidden by Casino Guru]

-Registered email at Ninlay: [hidden by Casino Guru] - Date of withdrawal refund: June 3, 2025 - Withdrawal amount: €2285 - Method of withdrawal:

- Casino website: https://ninlay.com

I have attached screenshots of my communication with Ninlay Casino support and account details for your reference. I kindly ask you to investigate this issue and help ensure the operator fulfills their financial obligations.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the delayed refund from Ninlay Casino.

To better understand the situation, could you please provide us with the following details:

• Please specify the reason why you requested a refund from this casino. Please forward me the refund request you sent to them at [email protected].
• When was the last time the casino communicated with you regarding the refund?
• Have you passed the full KYC verification?
• Have you contacted any regulatory bodies regarding this issue, and if so, what response did you receive?

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

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Thank you for your patience, and stay safe.

Dear Capo9,

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

Dear Capo9,

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,

Veronika