Ninlay Casino - Player's account is closed and funds are delayed.

It's the 4th week without a response from the casino, and they still claim they're processing my request. It's clear that they want to take my money, but they haven't explained why they closed my account without me violating any casino terms. They only did this after I requested a withdrawal. Thieves, scammers... Stay away from them if you don't want to be deceived.

Dear kostasantonakakis45,

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.

Could you please specify if you passed the full KYC verification, or at least submitted your identity documents to the casino?

Have you made any successful withdrawals from this casino before?

What types of games did you play (e.g. slots, live casino games, sports betting)?

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

What you are asking is irrelevant because this particular casino never asks for identification if the amount is not above a certain amount. I was playing slots like in any casino and as soon as I made two hundred euros and requested a withdrawal, they closed my account, telling me that they would be investigated and they would answer me. A month has passed and I have not received an answer. I believe they are scammers because they should have at least informed me and not told me every time I try to contact them that they are on a priority basis. A month now? Are we serious? I want to sue them, not for the amount but because they are stealing from people.

Stay away from this casino and all the casinos that partner with it

Thank you for your interest, Veronica.

Please forward me all the communication between you and the casino customer support regarding the closure of your account and the investigation you mentioned. My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

I have not received any response from them regarding my issue.. it is obvious that they have taken my money.. Can't you, as a forum, file a complaint with them to close this casino since they are committing fraud against customers? Isn't there such a law?

Unfortunately, we do not have the authority to close down online casinos, but we can try to resolve your problem.

Thank you very much, kostasantonakakis45, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello kostasantonakakis45,

It's Michal, again and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Ninlay Casino to join the conversation.

Dear Ninlay Casino,  

I would like to kindly request clarification regarding the delay in processing the player's withdrawal, as a significant amount of time has passed. If there has been any suspicious activity identified during the investigation that has contributed to this delay, I would be grateful if you could share that information with us, along with any supporting evidence, at michal.k@casino.guru.

I have no information, as if I have not been to their casino. It is clear that they want to eat my money and are delaying so that I forget about it. Even here on the forum they have not even bothered to answer. I do not see this helping much.

Dear All,

Thank you for contacting us.

We would like to inform you that our team is actively working to resolve this request.

We are making every effort to review the situation as soon as possible and provide you with an answer.

As soon as we have an update, we will let you know.  

Kind regards,

Ninlay team

Dear ninlay casino..I have come to the conclusion that not only do you not deal with the issue but you have deleted it from your list to eat my money (steal).. I believe that you are simply scammers who do this at the first opportunity to everyone.. I am speaking after 5+ weeks of hypocrisy and lies on your part..

Dear kostasantonakakis45,  

I completely understand your frustration regarding this situation, and we share your desire for a prompt investigation into the gameplay. Unfortunately, these processes can sometimes take longer than we would like. When the casino team reaches out to the game provider for a gameplay check, it can sadly be a lengthy process, and we've seen instances where it has taken several months. I sincerely hope that this won't be the case for you. For now, we must wait for the investigation to conclude, and I appreciate your understanding and patience during this time.

Dear Ninlay team,

When can we expect the investigation to conclude?

It has nothing to do with any provider and no profit.. it's that simple, just don't justify the unjustified.. I clearly requested a withdrawal and you closed my account without any explanation.. The funds are still in the account, which I can't manage because you have closed it.

.

Dear All,

Thank you for contacting us.

We would like to inform you that the account has been closed in accordance with the management's decision. However, we will still consider the issue of the client's winnings.

Kind regards,

Ninlay team

Thank you for your response, Ninlay team.

I understand that the administration has the authority to close any player account at their discretion. However, it is important that any financial obligations are settled prior to such actions. I remain optimistic that the winnings will be distributed to the player.

I'm not asking for the account to be opened, I'm not interested in continuing at this casino... can you tell me what's happening with the money I had in it?

I'm not getting an answer from the casino.. they need to find a way to pursue this casino with legal sanctions for fraud against customers... Where is the law for these cases? They do whatever they want, the only risk is not losing customers. The responsible thieves must also pay for it

Dear All,

Thank you for contacting us.

We would like to inform you that our team is already working on this request. We are doing our best to find the best solution and provide you with an answer.

Kind regards,

Ninlay team

2 months almost and the same joke.. Shame on you scoundrels

After 2 whole months I got a response about my account and the withdrawal request I had made. Instead of 150 euros they gave me 25 to wash away their dirt. They sent me a message that I had requested a withdrawal of 25 euros and not 150. That is, after they closed my account and I no longer have access to it (for no reason) they are eating the rest of my money. This is the kind of professionalism we are talking about

Hello Miron,

Thank you for contacting us.

We are happy to confirm that your manual withdrawal has been processed, and the money has been sent from our side.The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Kind regards,

Ninlay team

What money are you talking about? The 25 euros? What happened to the rest, you fraudsters?

Thank you for your response, Ninlay team.

I would also appreciate information regarding the amount that was disbursed to the player. My understanding was that the player would receive the entire disputed sum. I look forward to your clarification on this matter.

Michal you are very right, they decided not to close the account while I had 200 euros in it and they put my last deposit as a withdrawal... 25 euros in other words... big scam

Hello Miron,

We sincerely apologies!

There were some inter department misunderstanding.

However, We are happy to confirm that your remaining manual withdrawal of 125 EUR has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Kind regards,

Ninlay team

The incident ended with successful results after 3 months.. thanks to the casino guru who pressured situations and these scammers were forced to make the payment...although not in full..

Thank you for processing the additional payment to the player, Ninlay team. I'm glad we could resolve the case together.

Dear kostasantonakakis45,

Thank you for your confirmation. Although I understand that the whole situation was far from ideal from a user experience point of view, I am glad that our involvement played a role in resolving the situation and that you have received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru