Ninlay Casino - Ο λογαριασμός του παίκτη έχει κλείσει με τα κέρδη να έχουν κατασχεθεί.

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.

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.

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

Dear Masathewose,

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.

Hi,

I mostly played netnet games. About bonus I got big win while I had played with my own money not bonus money. And yes I have done the verification on thw casinos platform.

here are also the pictures of deposits and cash out.

Thank you for your reply. Before we proceed with the investigation, please forward me the email you received from the casino informing you that your account had been closed at [email protected].

If you had any more recent conversations with the casino regarding the closure of your account, please forward those to me as well.

Thank you for your patience and cooperation.

hi,

The interesting thing is that I never received any response from them regarding my account. I tried one day log in back to check my withdrawal, but Ijust kept getting error while logging in

Thank you for the screenshots. Since you mentioned playing at Ninlay Casino's sister sites, could you please clarify whether you activated a welcome bonus at each of them? If so, did you play the same games with the welcome bonus at all of these casinos?

I initially played on a few similar-looking sites without realizing they were connected, and it was only when I couldn't withdraw my funds and noticed multiple accounts getting locked that I investigated and discovered they were run by the exact same operator. To answer your question about the games, I mostly played various slots, and it is definitely possible that I ended up playing the same game across those different casinos simply because I had won on it previously and wanted to try my luck again.

Dear Maxim,

Thank you for reaching out.

We would like to kindly draw your attention to the following article from our Terms and Conditions, which you agreed to before registering:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

Therefore, you've breached the aforementioned Term and Condition by progressive slot abuse/delayed rounds.

We hope that this clears up the matter for you.

We wish you all the best to your future activities!

Kind Regards,

Ninlay Casino Team

Hello Masathewose,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Ninlay Casino representative,

I strongly dispute your claim of breaking the rules. I have played at your casino in a completely normal, entertainment-oriented manner and have not used any of the unfair betting patterns or strategies mentioned in section 9.1 of your terms and conditions. The fact that I have played and managed to win does not make my playing illegal.

At the end of your post, you make a specific accusation against me: you claim that I "abused progressive slots/delayed spins." This claim is completely unfounded, and seems like a made-up excuse to deny me my honestly earned winnings.

You yourself are citing section 9.4 of your terms and conditions, which requires "good cause" for account closure and forfeiture of winnings. Simply making a broad accusation and copying the rules into a message is not good cause. Since you are making such a serious allegation of fraudulent activity, the burden of proof is on you.

In order for this matter to be resolved fairly with Casino Guru acting as an intermediary, I require you to provide clear evidence to support your claims:

Detailed game logs: What progressive games have I allegedly "abused"?

Timestamps: On what dates and times has this alleged "delaying of rounds" occurred?

Concrete evidence: How does this alleged rule violation appear in my gaming history?

I expect a detailed and factual explanation from you. As long as you cannot provide indisputable evidence that I manipulated the games, it is just an attempt by you to avoid paying out my legitimate winnings. I demand that my winnings be returned and my withdrawal be processed immediately.

Kind regards,

Maxim

Hei Ninlay Casinon edustaja,

Kiistän jyrkästi väitteenne sääntöjen rikkomisesta. Olen pelannut kasinollanne täysin normaaliin, viihdekäyttöön tarkoitettuun tapaan, enkä ole käyttänyt mitään ehtojenne kohdassa 9.1 mainittuja epäreiluja vedonlyöntikuvioita tai strategioita. Se, että olen pelannut ja onnistunut saamaan voittoja, ei tee pelaamisestani sääntöjenvastaista.

Viestinne lopussa esitätte minua kohtaan tarkan syytöksen: väitätte minun "väärinkäyttäneen progressiivisia kolikkopelejä / viivästäneen kierroksia". Tämä väite on täysin tuulesta temmattu, ja vaikuttaa keksityltä tekosyyltä evätä rehellisesti ansaitut voittoni.

Vetoatte itse ehtojenne kohtaan 9.4, joka edellyttää "perusteltua syytä" tilin sulkemiselle ja voittojen takavarikoimiselle. Pelkkä ylimalkainen syytös ja sääntöjen kopioiminen viestiin ei ole perusteltu syy. Koska esitätte näin vakavan syytöksen petollisesta toiminnasta, todistustaakka on teillä.

Jotta tämä asia voidaan ratkaista reilusti Casino Gurun toimiessa välittäjänä, vaadin teitä esittämään selkeät todisteet väitteidenne tueksi:

 Tarkat pelilokit: Mitä progressiivisia pelejä olen väitetysti "väärinkäyttänyt"?

 Aikaleimat: Minä päivinä ja kellonaikoina tämä väitetty "kierrosten viivästyttäminen" on tapahtunut?

 Konkreettinen näyttö: Miten tämä väitetty sääntörikkomus ilmenee minun pelihistoriassani?

Odotan teiltä yksityiskohtaista ja faktoihin perustuvaa selvitystä. Niin kauan kuin ette pysty esittämään kiistattomia todisteita siitä, että olisin manipuloinut pelejä, kyse on vain siitä, että yritätte välttyä maksamasta laillisia voittojani. Vaadin, että voittoni palautetaan ja kotiutukseni käsitellään välittömästi.

Ystävällisin terveisin,

Maxim

Dear Masathewose

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Masathewose,

I'm Michal, and I've taken over your complaint. I have reviewed your case and will now continue the investigation with the casino to gain more clarity on the matter and to see if I can be of any assistance.

Dear Ninlay Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at [email protected] for a independent review.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.