29Black Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

I received an email stating that this casino had been relaunched from another casino called Betospin, and since I already had an account there, they asked me to use it.

So, I logged in using the existing account and made a small deposit and withdrawal to verify whether this casino actually allowed deposits and withdrawals.

As a result, my account was frozen, and my balance was confiscated.

The casino claims I have multiple accounts, but they haven’t provided any evidence to support that.

To begin with, it was the casino that created my account without my permission.

Please have a representative from the casino come here.

Important notice:

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If anything seems suspicious, contact us directly.

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Dear andandjonnyx,

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

To help us understand your situation better, could you please provide us with additional information regarding the issue? Here are some questions to clarify:

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Did you pass the verification before you lost access to the account?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

I don't remember which game I played

It is also unclear whether the bonus was used.

identity verification is complete.

The period of activity is unknown.

One day, I received an email like this.

I clicked the link and found that an account had been created, so I tried making a small deposit and withdrawal just to test it out, but I was blocked on the grounds that I had multiple accounts.

I don’t recall ever creating a new account at this casino.

The only possibility I can think of is that there are other casinos integrated with this one besides betOspin, and I might have had an account there, but such

Hello andandjonnyx,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean 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 Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

You said you log in using an existing account from a link of an email that you received. Please forward this email to jean.s@casino.guru because the image you attached in your last message is small and blurry.

• When did you log in to the account?
• Did you use the same username and password from your Betospin account to log in to 29Black Casino? If not, then please provide more details.

You also said that you made a small deposit and withdrawal. Please clarify the following information.

• date and amount of the deposit
• date and amount of the requested withdrawal

Thank you in advance.

I transferred the funds.

I logged in using the ID and password provided by the casino.

I don't know the exact date or time.

Since I can't log in to my account, I no longer have access to the deposit and withdrawal details.

Dear andandjonnyx,

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, Jana, (jana.k@casino.guru). 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,

Jean

[REWRITE]

Dear andandjonnyx,

I am sincerely sorry to learn that your account has been blocked. Please be assured that I will reach out to the casino in order to resolve this issue as swiftly as possible. I would also like to invite a representative from 29Black Casino to join this discussion and assist in addressing your complaint.

Dear 29Black Casino,

Could you kindly clarify the reason for the player's account being blocked? Additionally, it would be greatly appreciated if you could provide us with any supporting evidence regarding this matter. You may either share your statement and relevant documentation here or send it directly to my email at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance.

Kind regards,

Jana

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana

We’ve reopened this complaint at the request of 29Black Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear All,

Following an internal investigation conducted by our Risk Department, we confirmed that the customer violated our General Terms and Conditions, specifically Rule 3. Rule 9. and Rule 16:

https://www.29black.com/en/terms-of-service

Our investigation revealed that the customer is linked to multiple other accounts registered on our platform through matching device identifiers and IP addresses, followed the same or very similar casino gameplay patterns, and showed coordinated account activity consistent with multi-accounting and bonus abuse.

We have sent to jana.k@casino.guru supporting documents as a proof.

Regards,

29Black Team

Dear andandjonnyx,

After carefully reviewing the evidence provided by the casino, I regret to inform you that I must reject your complaint. Please know that we are here to assist you, and if you experience any issues in the future, do not hesitate to reach out to us.