The player from Germany had requested self-exclusion, but after that, his account was blocked without processing his €880 withdrawal, which had remained in 'processing' status. He demanded immediate payment and noted that support requests went unanswered. The issue was reported as resolved after the player confirmed satisfaction with the outcome.
Ninlay Casino - Player's withdrawal is delayed due to account closure.
Resolved
Our verdict
Case closed
Amount: €880
Ninlay Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
2 months ago
Translation
I requested a self-exclusion via email on January 3rd. After that, I was able to continue playing without any problems.
On January 4th, I won €880 and requested a withdrawal. The withdrawal status was "processing".
My account has now been blocked as requested without processing the payout.
I demand immediate processing of my payment.
Support requests remain unanswered.
Automatic translation:
Public
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
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2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ninlay Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you received any explanation for the reason why your account was blocked?
- Have you completed account verification in the casino?
- Were you asked to submit any documents in order to complete verification in the casino thus far?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear felixkammerer,
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,
Tomas
