Ninlay Casino - Ο παίκτης ισχυρίζεται ότι η πληρωμή καθυστέρησε.

I am submitting a complaint against Ninlay Casino regarding a 400€ withdrawal. I have been trying to withdraw my funds for over a week, but the casino has already cancelled my withdrawal request twice without my consent.

When I contacted live chat, they gave me conflicting information. They claimed that my account currently shows as verified and no documents are needed, but then stated that a "special agent" might email me if they need anything. No email has been received, and they keep cancelling and delaying my payouts. It seems like a clear stalling tactic. I have not violated any rules. I request your assistance in making the casino process and pay my withdrawal. Thank you.

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Dear Olli1,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Olli1,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Olli1,

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.