Ninlay Casino - Player’s withdrawal is delayed.

I Got a 50€ free bonus wich i played up to 1000€ but then I found out I could Only win 5x the bonus amount at that casino.. so I just played it Down to 250€ and all the wagering is long done.. then I tryed to withdraw and bank transfer was an option then. But then it took me 2 weeks to get verifyed, but once I Got verifyed I find out that they have removed the bank transfer option, so all the options that remain are crypto and other things I dont have Or have ever used. And I used credit card to make deposits, but that was never an option to make withdraw to card. I Think its been close to a month now since I won that 250€

Dear Zinslotter,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Ninlay Casino. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too, also, it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please send me a screenshot of the payment methods available in your profile for depositing and withdrawing?
• Could you kindly confirm if you passed the full KYC verification?
• Have you contacted the casino's customer support regarding the alternatives for withdrawing your winnings?

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

I have no idea if I am verifyed, but they finally accepted my first document after about 2 weeks, so I guess so? U dont hear anything from this casino

Thank you for your response.

Unfortunately, as I mentioned in my first reply, we are unable to force the casino to offer specific payment methods to individual players. Please note that casinos may change the available deposit or withdrawal options at any time. If your preferred method is no longer available, I can only recommend selecting one of the other available options, making a small verification deposit using that method, and then proceeding with the withdrawal of your winnings.

Could you please let me know if you are willing to choose one of the other payment methods currently available in your account?

There are no other options availble in my country

The screenshot you provided shows that several payment methods are currently available for you.

If you don’t have a Jeton or MiFinity Wallet, or if you’re not using a cryptocurrency wallet, I would suggest creating one of these if you’d like to proceed with your withdrawal.

As I mentioned in my previous messages, casinos may change the available payment methods at any time, and it’s the player’s responsibility to choose from those that are currently visible in their profile.

Dear Zinslotter,

Thank you for reaching out to us.

We apologize for any inconvenience this may have caused, but please be assured that we are willing to clarify the situation. 

After taking a look at your account, we noticed that you've been submitting multiple withdrawal requests and subsequently canceling them the same day before they’re they could be even processed, some has been canceled by provider.

Please be advised that withdrawal requests generally require a minimum of three business days to process, starting from the day following the request or the day of the last processed withdrawal. It is essential to note that this timeframe excludes Saturdays, Sundays, and holidays.

Additionally, we would like to recommend that you refrain from canceling withdrawal requests, as this will necessitate the initiation of the process anew.

However, we are pleased to inform you that your last withdrawal request, submitted in 12 Apr 2025, has been successfully completed.

We trust that this information provides clarity regarding your situation.

Kind regards,

Ninlay Casino Team

I did not cancel all those withdraw, you guys did that for me. It makes no sense that I would Cancel any withdraw since I have not played there at all since i made my first withdraw attempt. But yes, finally after 6 weeks I Got my 250€ withdraw out using bitcoin for the first time ever, wich after I Got the money had 210€ left after payment fee’s, and after getting it to my bank 170€ was left. So once again, I hope that no one opens an account there, cause it is simply the worst casino/support i have ever seen at an online casino. 0/10

Dear Ninlay Casino representative,

Thank you for reaching out and clarifying the player's problem.

Dear Zinslotter,

Thank you for your final update, and we're truly sorry to hear about how stressful and disappointing this experience has been for you.

We understand how frustrating it must have felt to go through such a long wait, unclear communication, and limitations with payment options, especially when you were simply trying to access the winnings you rightfully earned. It’s also unfortunate that the fees related to using a method you were unfamiliar with significantly reduced your final payout. This really shouldn’t be how a player feels after a win.

Even though we're glad the withdrawal was finally completed, we completely understand why your overall impression of the casino is negative. Please know that our goal is to help players resolve their issues and bring transparency to situations like this so others can make informed decisions.

Thank you for your patience throughout the process and for sharing your experience here. Please let me know if there is anything else we can assist you with, or if this complaint may be closed.

Dear Zinslotter,

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 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,
Veronika
Casino.Guru