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