HomeComplaintsNinlay Casino - Player's money have been deducted from his account without authorization.

Ninlay Casino - Player's money have been deducted from his account without authorization.

Amount: €380

Ninlay Casino
Safety Index:Above average
Submitted: 10 Oct 2024 | Case closed : 24 Oct 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 month ago

The player from Greece reported unauthorized withdrawals from their bank account after making two successful deposits of 100 euros and 90 euros to the casino. The next day, he noticed missing funds, followed by further unauthorized deductions two days later. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, which led to the rejection of the complaint.

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1 month ago
Translation

Good evening. I made a deposit of 100 euros and then 90 euros, which the system successfully processed, and I saw them in my account. I played with those amounts. However, the next day, an additional 100 euros and 90 euros were missing from my account without my authorization. Two days later, another 100 and 90 euros were taken without my approval.

Automatic translation:
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1 month ago

Dear Ritsis12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In case of experiencing unauthorized transactions, we would recommend you contact your bank and inform them about the situation so that they might investigate. At the same time, please allow me to ask you a few questions, so I can better understand the situation. 

  • Have the unauthorized transactions been reflected on your player's balance in your casino account?
  • Have you communicated with the casino regarding this issue? If you have any correspondence between you and the casino customer support, please forward it to me at veronika.l@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Veronika

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1 month ago

Dear Ritsis12,

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.

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1 month ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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