Ninlay Casino - Player's account has been closed with winnings confiscated.

Hello CasinoGuru team,

I am opening this complaint against Ninlay Casino (and its sister casinos) for unfairly closing my account and confiscating both my deposits and winnings without any valid explanation or justification.

I registered an account, deposited money, and did not engage in any unfair gameplay or violate any terms. Suddenly, my account was blocked. When I reached out to their support, I received a generic template email (refer to image.png and image_2.png) listing a broad selection of prohibited activities under paragraph 9.1, such as fraud, cheating, and unfair betting patterns. However, the casino completely failed to specify which of these rules I supposedly breached. They provided absolutely no evidence.

Furthermore, I discovered that I was simultaneously banned from several of their sister casinos operating under the same management, meaning they are using a shared blacklist to block me across their network without any individual review.

Even more alarmingly, while the casino's own Term 9.4 states that they reserve the right to "refund the last deposit made into the account" in case of suspicious activity, they concluded their email by stating that "there is no refund available for your account." This means they have not only confiscated my winnings but are also wrongfully withholding my original deposits.

I have done nothing wrong, I have not cheated, and I demand either the full reopening of my account with my funds intact, or at the very least, a complete refund of all the money I deposited into their casino network.

Thank you for your assistance in resolving this matter.

Best regards,

Maxim P.

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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.

• What types of games did you play at this casino before your account was blocked? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus?
• Could you please send me the screenshots you mentioned in your first message? It seems that no attachments were uploaded with your complaint.
• Have you completed the full KYC verification process at this casino, or at least submitted any identity documents for verification?

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

Dear Masathewose,

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.

Hi,

I mostly played netnet games. About bonus I got big win while I had played with my own money not bonus money. And yes I have done the verification on thw casinos platform.

here are also the pictures of deposits and cash out.

Thank you for your reply. Before we proceed with the investigation, please forward me the email you received from the casino informing you that your account had been closed at veronika.f@casino.guru.

If you had any more recent conversations with the casino regarding the closure of your account, please forward those to me as well.

Thank you for your patience and cooperation.

hi,

The interesting thing is that I never received any response from them regarding my account. I tried one day log in back to check my withdrawal, but Ijust kept getting error while logging in

Thank you for the screenshots. Since you mentioned playing at Ninlay Casino's sister sites, could you please clarify whether you activated a welcome bonus at each of them? If so, did you play the same games with the welcome bonus at all of these casinos?

I initially played on a few similar-looking sites without realizing they were connected, and it was only when I couldn't withdraw my funds and noticed multiple accounts getting locked that I investigated and discovered they were run by the exact same operator. To answer your question about the games, I mostly played various slots, and it is definitely possible that I ended up playing the same game across those different casinos simply because I had won on it previously and wanted to try my luck again.

Dear Maxim,

Thank you for reaching out.

We would like to kindly draw your attention to the following article from our Terms and Conditions, which you agreed to before registering:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

Therefore, you've breached the aforementioned Term and Condition by progressive slot abuse/delayed rounds.

We hope that this clears up the matter for you.

We wish you all the best to your future activities!

Kind Regards,

Ninlay Casino Team

Hello Masathewose,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hei Ninlay Casinon edustaja,

Kiistän jyrkästi väitteenne sääntöjen rikkomisesta. Olen pelannut kasinollanne täysin normaaliin, viihdekäyttöön tarkoitettuun tapaan, enkä ole käyttänyt mitään ehtojenne kohdassa 9.1 mainittuja epäreiluja vedonlyöntikuvioita tai strategioita. Se, että olen pelannut ja onnistunut saamaan voittoja, ei tee pelaamisestani sääntöjenvastaista.

Viestinne lopussa esitätte minua kohtaan tarkan syytöksen: väitätte minun "väärinkäyttäneen progressiivisia kolikkopelejä / viivästäneen kierroksia". Tämä väite on täysin tuulesta temmattu, ja vaikuttaa keksityltä tekosyyltä evätä rehellisesti ansaitut voittoni.

Vetoatte itse ehtojenne kohtaan 9.4, joka edellyttää "perusteltua syytä" tilin sulkemiselle ja voittojen takavarikoimiselle. Pelkkä ylimalkainen syytös ja sääntöjen kopioiminen viestiin ei ole perusteltu syy. Koska esitätte näin vakavan syytöksen petollisesta toiminnasta, todistustaakka on teillä.

Jotta tämä asia voidaan ratkaista reilusti Casino Gurun toimiessa välittäjänä, vaadin teitä esittämään selkeät todisteet väitteidenne tueksi:

 Tarkat pelilokit: Mitä progressiivisia pelejä olen väitetysti "väärinkäyttänyt"?

 Aikaleimat: Minä päivinä ja kellonaikoina tämä väitetty "kierrosten viivästyttäminen" on tapahtunut?

 Konkreettinen näyttö: Miten tämä väitetty sääntörikkomus ilmenee minun pelihistoriassani?

Odotan teiltä yksityiskohtaista ja faktoihin perustuvaa selvitystä. Niin kauan kuin ette pysty esittämään kiistattomia todisteita siitä, että olisin manipuloinut pelejä, kyse on vain siitä, että yritätte välttyä maksamasta laillisia voittojani. Vaadin, että voittoni palautetaan ja kotiutukseni käsitellään välittömästi.

Ystävällisin terveisin,

Maxim

Dear Masathewose

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, Michal (michal.k@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

Hello Masathewose,

I'm Michal, and I've taken over your complaint. I have reviewed your case and will now continue the investigation with the casino to gain more clarity on the matter and to see if I can be of any assistance.

Dear Ninlay Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for a independent review.

Thank you in advance.

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 all,

Thank you for your patience and please accept our apologies for any inconvenience caused. Please be advised that the matter has been forwarded to our relevant department. As soon as we have more information, we will update you promptly.

Kind regards,

Ninlay Team

Dear Ninlay Casino,

Thank you for your response. I look forward to receiving the information and evidence you are able to provide so that I can conduct an independent review of the matter.

Dear all,

Thank you for your patience. Upon review of the matter with our relevant department, kindly be informed that we are unable to share our the evidence due to security reasons. We are prepared to return the last and only deposit in the amount of 175.00 EUR, however the account will stay closed.

Please be advised that we have requested bank details via email. We would kindly ask you to provide information requested as per instructions or, if it is more convenient for you, provide us with the bank details here and we will forward them to our relevant department.

Full Name (please include all names including middle names)

E-mail

Bank Account’s Owner name

IBAN/Account no.

Bank Name

Bank location (Country)

SWIFT/BIC

Thank you in advance!

Kind regards,

Ninlay Team

Hei,

​En hyväksy tätä päätöstä enkä pelkän talletuksen (175,00 €) palauttamista.

​Olen toiminut kaikilta osin kasinon sääntöjen ja ehtojen mukaisesti ja suorittanut bonuksen kierrätysvaatimukset täysimääräisesti. Pelkkä vetoaminen "turvallisuussyihin" ilman konkreettisia todisteita tai perusteluja sääntörikkomuksesta ei ole hyväksyttävä syy takavarikoida sääntöjenmukaisesti saavutettuja voittoja.

​Koska en ole rikkonut mitään sääntöjä, vaadin koko voittosummani ja tilin saldon maksamista kokonaisuudessaan. Mikäli kasino väittää minun rikkoneen sääntöjä, pyydän esittämään todisteet suoraan CasinoGurun valituksenkäsittelijälle asian puolueetonta arviointia varten.

​Ystävällisin terveisin,

Maxim

Dear Ninlay Casino,

Your latest response is quite surprising.

While I acknowledge that casino operators may generally reserve the right to close player accounts at their discretion, this does not, in itself, justify withholding or confiscating the player's winnings.

At this stage, your actions appear unfair, as the specific grounds for withholding the winnings have not been adequately substantiated. Confiscating the winnings while returning only the player's deposits is a significant measure and, in our view, requires clear and verifiable evidence of a breach of the applicable Terms and Conditions.

Unless you can provide sufficient evidence demonstrating the alleged rule violation or another legitimate basis for withholding the winnings, we have no reasonable grounds to support the confiscation. On the contrary, we have to support the player in receiving the winnings in full.

I therefore respectfully ask you to provide clear and verifiable evidence supporting the confiscation or, in the absence of such evidence, to proceed with the full payment of the player's winnings.

Dear all,

We sincerely apologize for the frustration and inconvenience caused by this situation. We have forwarded this matter to our relevant internal department. As soon as we receive an update or further information from the department, we will immediately update you.

We appreciate your patience while we review this issue.

Kind regards,

Ninlay Team

Dear Ninlay Casino,

Thank you for your latest response, although it does not address the core issue at hand.

We have been awaiting the evidence supporting your decision to confiscate the player's winnings for several days now. Your previous explanation – citing "security reasons" – does not constitute sufficient justification for withholding funds, especially given that the player appears to have fulfilled all wagering requirements.

I would like to remind you that we are not asking for evidence to be made public; I'm requesting it to be shared with me privately at michal.k@casino.guru for the purpose of an independent and objective review. This is standard practice and ensures a fair assessment for both parties.

At this stage, further delays and generic responses are becoming difficult to interpret as good faith cooperation. Unless you provide clear and verifiable evidence supporting the confiscation within the next few days, I will have no reasonable grounds to support your position and will proceed with closing the case as Unresolved.

I trust you will prioritize this matter and look forward to your substantive response.

Dear all,

Thank you for your patience and understanding.

After reviewing this matter with our relevant department, please be informed that we are prepared to return the full payment in the amount of 750.00 EUR. Kindly note that two withdrawals in the amount of 500.00 EUR have already been completed and sent from our side prior to account closure. Please provide us with the above requested bank details in order for us to proceed with payment of deducted balance.

Kind regards,

Ninlay Team

Dear Ninlay Team,

Thank you for your response and for agreeing to disburse the full remaining amount of 750.00 EUR to the player.

I appreciate your cooperation in resolving this matter.

Dear Masathewose,

According to the Ninlay Team's response, two withdrawals of 500.00 EUR have already been processed and sent prior to your account closure. Could you please confirm that you have received these payments?

Additionally, please confirm your bank details as mentioned above so that the remaining payment of 750.00 EUR can be arranged.

Hei,

Löysin sähköpostista 2x 500€ nostoa. Eli se 750€ uupuu.

Dear player,

We are happy to hear that you have received submitted withdrawals. In order for us to proceed with payment of 750.00 EUR, we would kindly ask of you to provide us with the following:

Full Name (please include all names including middle names)

E-mail

Bank Account’s Owner name

IBAN/Account no.

Bank Name

Bank location (Country)

SWIFT/BIC

Once we receive this information, we will forward it to our relevant department and inform you for next steps.

Thank you for your patience and understanding.

Kind regards,

Ninlay Casino Team

Dear player,

Thank you for updating us regarding your situation.

Regarding your new banking information, we have forwarded your bank details to our financial department for processing. Should any issues arise, we will contact you immediately.

Concerning the reopening of your account, please be advised that your account will remain permanently closed. 

We will reach out to you with an update as soon as our financial department confirms that your payment has been scheduled.

Kind regards,

Ninlay Casino Team

Thank you all for your response. I'm glad the matter has been clarified.

I trust that once the remaining transaction is processed and the player confirms receipt of the funds, we can close this case as resolved.

Dear Masathewose,

Please let me know once you have received the funds. As the transfer may take a few days to complete, I kindly ask for your patience in the meantime.

Dear all,

We just wanted to confirm that the withdrawal in the amount of 750.00 EUR was completed and sent from our side. It should take about 3 to 5 business days to reflect on the bank account.

Kind regards,

Ninlay Team

Hei,

Kiitos teille avusta rahat on tullu tilille.

Minulla on vastaavia tapaukisa, kun tämä nilayn kanssa. Ilmeisesti ne ovat kaikki sisarkasinoita. Kannattaako mut tehdä jokaisesta erillinen valitus vai?

Dear Masathewose,

That is great news. I am glad to hear that you have received the funds.

If you are experiencing a similar issue with another casino, as you mentioned, I recommend submitting a separate complaint against that particular casino, and we will try to help.

Even when several casinos belong to the same larger group, they may be managed by different teams and operate on separate systems. Consequently, the team responsible for one casino may not have access to the account information or data held by another.

As the funds relating to this complaint have now been received, could you please confirm whether I may proceed with closing this case as Resolved?

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

Dear Masathewose,

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,

Michal

Casino Guru