Support: who to contact, and what to say

There are two different kinds of support around this site, and mixing them up costs time. The operator's support team runs the casino account: deposits, withdrawals, verification, limits, account closure. We — ninja-casino.biz — are an independent information site and have no access to anyone's account. This page explains how to get a useful answer from the operator's support about a withdrawal, and how to reach us. For everything else, the home page is the starting point.

Contacting the operator's support

Casino support usually works through live chat inside the account and by e-mail; the contact options and opening hours are listed on the operator's own site. Live chat is good for quick questions, e-mail is better for anything you may need to prove later. Before you write, collect the details that let an agent find your case in seconds:

• the e-mail or username of the account (never send your password);
• the date, amount and method of the withdrawal request;
• the transaction or request ID shown in the cashier history;
• a screenshot of the current status — Pending, Processing, Approved, Sent or Rejected;
• any message you received about documents or verification.

Questions that get real answers

"Where is my money?" invites a template reply. Specific questions do not. Ask what exactly the request is waiting for. Ask whether any document is missing or was rejected, and why. Ask whether an active bonus or unfinished wagering is involved, and whether the payout will go back to the deposit method. Finally, ask for a ticket number so the next agent can see the history. Write the answers down with the date. If the reply mentions a rule, ask for the clause in the terms and conditions.

If support does not solve it

Move from chat to a written complaint by e-mail, with the details listed above and a clear request: approve the payout or state the reason for refusal with a reference to the terms. If the operator is on the Estonian regulator's list of legal gambling organisers and the dispute stays unresolved, players can write to EMTA at hasart@emta.ee. If the operator is licensed elsewhere, the regulator named in its terms is the next step. The full route is on our complaints page, and the stages of a payout are explained in the withdrawal guide.

Contacting ninja-casino.biz

Write to info@ninja-casino.biz if you find an error on the site, if a rule we describe has changed, or if a page is unclear. Include the page address and, if possible, a link to the source that shows the correct information. We read every message and update pages when the source confirms a change. We cannot intervene in a dispute with the operator, recover money or unlock an account — those requests belong with the operator's support and, if needed, the regulator.

If you need help with gambling itself

If the question behind the support request is really "how do I stop", that deserves a different kind of help. In Estonia, the gambling addiction counselling centre is reachable on 15410 and through 15410.ee. Our responsible gambling page lists limits and self-exclusion options.