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FF29.co – Winnings voided after "risk management review" with no evidence provided

Complaint details:

Hello Casino Guru Team,

I am filing a formal complaint against the online casino FF29.co (also operating as FF29).

Account details:

Username: 3786A3368

Summary of the issue:

I deposited funds and played on FF29. After generating winnings, I requested a withdrawal. The casino then placed my account under a "risk management / routine account review." Shortly afterwards they voided/forfeited my entire balance, claiming examination of my "recent betting activity," without providing any specific rule I allegedly broke or any evidence of wrongdoing.

Timeline:

• [18/08/2026] – Deposited funds

• [18/08/2026] – Played and accumulated balance of approximately AUD $[exact amount]

• [18/08/2026] – Requested withdrawal

• [18/08/2026] – Support informed me of a risk management review

• [18/08/2026] – Balance was voided / forfeited

• I have contacted their live chat and support multiple times requesting the specific reason and evidence. They only repeated generic messages about the risk team reviewing my activity and have not reinstated the funds.

Amount in dispute:

AUD $4058.31]

What I am requesting:

Full reinstatement of the voided balance and processing of the withdrawal, or a clear written explanation with evidence of any actual rule breach.

I have already attempted to resolve this directly with FF29 support without success. All relevant screenshots of chats, balance history, and the void notice are attached.

Thank you for your assistance.

Kind regards,

zan ****

– Australia]

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account accessible to you? Can you log in?
• 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?
• Have you made any previous deposits in the casino? Have you made any successful payouts?

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

Best regards,

Tomas

Yes I can access my account

and I played slots

amd I did not use any bonus

I also have made deposits and cashed out before thanks

Dear Kaos6969,

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, Martina (martina.b@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,

Tomas

Dear Kaos6969,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear about the issue you have with the casino.

I will now contact FF29 Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient