29Black Casino - Igrački nalog je zatvoren.

I registered at 29Black Casino on 23.8. Luck was on my side right after registration, and I won on my first deposit while playing with the real money portion of the deposit. It was a non-sticky welcome bonus, so my own money was used before the bonus money. After my winnings, my balance was around 0.62 ETH.

When I requested a withdrawal, I was required to go through an extensive KYC verification process. During the process, I provided the casino with several different documents and all the additional information they requested. I have attached the relevant email correspondence to this complaint as proof of what happened.

Once I had submitted all the requested documents and no further clarification was required from me, the casino confirmed that my account had been successfully verified and that everything was in order.

After successful verification, I made another deposit to my account, which the casino accepted without any problems or comments. I managed to win with this deposit as well, after which my balance was around 0.65 ETH.

Despite this, about a week later, the casino unexpectedly canceled my withdrawal and closed my account, making accusations against me that I completely deny and consider unfounded.

I am therefore seeking help from Casino Guru to resolve this issue. I have fully cooperated with the casino throughout the verification process and provided all the documents and information requested from me. The casino also finally confirmed my account as successfully verified and subsequently accepted my new deposit without any problems.

I deny the accusations made against me by the casino and consider that I have not violated the casino's rules. I therefore ask Casino Guru to investigate the circumstances of the case and help me recover the funds that are rightfully mine.

Rekisteröidyin 29Black Casinolle 23.8. Onni oli puolellani heti rekisteröitymisen jälkeen, ja voitin ensimmäisellä talletuksellani pelatessani talletuksen oikean rahan osuudella. Kyseessä oli non-sticky welcome bonus, joten oma rahani käytettiin ennen bonusrahaa. Voittojeni jälkeen saldoni oli noin 0,62 ETH.

Kun pyysin kotiutusta, minulta vaadittiin laaja KYC-varmennusprosessi. Prosessin aikana toimitin kasinolle useita eri dokumentteja sekä kaikki heidän pyytämänsä lisätiedot. Olen liittänyt tähän valitukseen asiaan liittyvän sähköpostikirjeenvaihdon todisteeksi tapahtumista.

Kun olin toimittanut kaikki pyydetyt dokumentit eikä minulta enää vaadittu mitään lisäselvityksiä, kasino vahvisti, että tilini oli onnistuneesti varmennettu ja että kaikki oli kunnossa.

Onnistuneen varmennuksen jälkeen tein tililleni vielä uuden talletuksen, jonka kasino hyväksyi ilman minkäänlaisia ongelmia tai huomautuksia. Onnistuin voittamaan myös tällä talletuksella, minkä jälkeen saldoni oli noin 0,65 ETH.

Tästä huolimatta noin viikkoa myöhemmin kasino yllättäen peruutti kotiutukseni ja sulki tilini esittäen minua kohtaan syytöksiä, jotka kiistän täysin ja joita pidän perusteettomina.

Haen tämän vuoksi Casino Gurulta apua asian ratkaisemiseen. Olen tehnyt täyttä yhteistyötä kasinon kanssa koko varmennusprosessin ajan ja toimittanut kaikki minulta pyydetyt dokumentit ja tiedot. Kasino myös lopulta vahvisti tilini onnistuneesti varmennetuksi ja hyväksyi tämän jälkeen vielä uuden talletukseni ilman ongelmia.

Kiistän kasinon minua kohtaan esittämät syytökset ja katson, etten ole rikkonut kasinon sääntöjä. Pyydänkin Casino Gurua tutkimaan tapauksen olosuhteet ja auttamaan minua saamaan takaisin minulle kuuluvat, asianmukaisesti voitetut varat.

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.

Dear Eikkiz,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Did you accumulate your winnings by playing casino games, sports betting, or both?
• What specific reasons did the casino provide for canceling your withdrawal and closing your account?
• Have you received any further communication from the casino since the cancellation of your withdrawal?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hello,

I collected the winnings by playing casino games. Because the welcome was a casino bonus. I didn't even go back for the bonus, because I won with my own money.

The reasons the casino gave should be reflected in the file I attached, which contains all of our emails between the casino and me.

One answer that didn't really explain anything, and that was after several attempts. I'll add it here.

Hei,

Voitot keräsin pelaamalla kasinopelejä. Sillä welcome oli kasino bonus. En kyllä kerennyt edes bonukselle, sillä voitin oman rahan osuudella.

Syyt mitä kasino antoi, pitäisi näkyä mukana liittämässäni tiedostossa, jossa on meidän kaikki sähköpostit kasinon ja minun välillä.

Yhden vastauksen, joka ei oikein selittänyt mitään ja senkin sain usean yhteyden oton jälkeen. Lisään sen tähän.

Dear Eikkiz,

Thank you very much for your clarification.

• Could you please provide any relevant documents, screenshots, or other evidence related to your case, particularly communication with the casino regarding the cancellation of your withdrawal, closure of your account, and the accusations made against you?

Please also include any evidence confirming that your account was successfully verified and any information provided by the casino regarding the reason for confiscating your balance.

You may attach the evidence directly to this complaint thread or send it to me at karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hello,

I sent the documents 6 days ago by email, but I haven't heard anything from you. Is this matter progressing?

Hi,

lähetin dokumentit 6 päivää sitten sähköpostitse, mutta sinusta ei ole kuulunut mitään. Eteneekö tämä asia?

Dear Eikkiz,

Thank you for your patience, and I sincerely apologize for the delayed response.

Unfortunately, I have been unable to locate your email containing the documents you previously sent.

Could you please attach the documents directly to this complaint thread or resend them to karla.m@casino.guru? Alternatively, please let me know which email address you used to send them so I can try to locate your original message in my inbox.

I apologize for the inconvenience and appreciate your understanding and cooperation.

Karla M.