Ninlay Casino - Spillerens kontobekræftelse er forsinket.

Good afternoon,

i've been trying to verify my account for 3 months now. i've sent 2 legitimate and recent proofs of address, and still ninlay won't verify my account so i can withdraw my funds. Please help, they're clearly doing it on purpose. On live support they only say that they will contact the technical department, and they do nothing. days go by and nothing is done, I haven't even received 1 email asking me anything.

thank you

Boa tarde,

faz 3 meses que tento verificar a minha conta. já enviei 2 provas de morada legitimas e recentes, e mesmo assim o ninlay não quer me verificar a conta para que eu possa levantar os meus fundos. Por favor ajudem, estão claramente a fazer de proposito. No live support só dizem que vao contactar o departamento técnica, e nada fazem. dias passam e nada é feito, nem 1 email recebi a perguntar algo.

obrigado

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Do I understand correctly, there seems to be an issue with the casino accepting your proof of address?
• Are your other documents approved? Which other documents have you submitted to the casino, and when did you provide the last one?
• Since when are you trying to withdraw your winnings?
• Have you achieved your winnings with the help of a bonus?

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,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

yes, they don't accept my address document. I've tried more than one. Electricity utility bill and they won't accept it, neither a photo nor a pdf. they are deliberately refusing. please help

I've been trying to verify my account for over 2 months. I have never used any bonus

sim nao aceitam o meu documento de morada. Tentei mais de um até. Conta de utilidade de eletricidade e nao aceitam, nem foto nem pdf. estao a recusar de forma propositada. por favor ajudem

faz mais de 2 meses que estou a tentar verificar a conta. Nao nunca usei bonus algum

Thanks for your reply.

Could you please share with me your most recent document submission that the casino did not accept?

Send the information to my email at tomas@casino.guru

so i did, i sent it to their email. i even asked them to change the address and i sent another document and they still won't accept it. just excuses.... please help

assim o fiz, enviei no seu email. até já pedi para mudarem a morada e enviei outro documento e mesmo assim nao aceitam. só desculpas.... por favor ajudem

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear panadosexy244,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Ninlay Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Ninlay Casino,

Could you kindly provide detailed information regarding the player’s case? In particular, I would appreciate clarification on the reasons for the delay in processing the player’s verification, as well as the specific grounds for the repeated rejection of the player’s proof of address.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear panadosexy244,

We appreciate you informing us of this matter.Please note that the relevant department has requested additional information from you.

Please check you verification tab on your profile and upload the requested documents accordingly.

Thank you in advance,

Ninlay Team

I've sent you several documents and you always reject them for no reason. Even recently I asked you to change my address and I provided another VIABLE document. I've been like this for 3 months now. Please change the address and accept the document. you're doing it on purpose so they won't check the account.

é assim eu enviei vários documentos. voces rejeitam sempre sem razao alguma. Até ultimamente pedi para mudarem de morada e forneci outro documento VIAVEL. VOCES RECUSARAM MAIS UMA VEZ. estou assim faz 3 meses nisto. Por favor mudem a morada e aceitem o documento. estao a fazer de proposito para nao verificarem a conta

Dear Ninlay Casino,

Could you please clarify what additional information is required from the player? To my knowledge, the player has recently submitted an updated proof of address.

Could you kindly advise what issues were identified with the document and why it continues to be rejected?

Thank you for your assistance.

Dear all,

Please be informed that the player’s documents have been received. The account verification will be completed once the player’s IP address is confirmed. To proceed, we kindly ask the player to log in using a mobile or public network and contact us via live chat.

Kindly note that this information was also communicated to the player via email on July 26th.

We remain at your disposal should you require any further clarification.

Ninlay Team

Dear Ninlay Casino,

Thank you for your clarification.

Dear panadosexy244,

Could you please confirm whether you have received the instructions provided by the casino and if you have already followed them?

Looking forward to your response.

Dear panadosexy244,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kubo
Casino.Guru