29Bet Casino - Player's withdrawal request is delayed.

The casino does not accept any documents and does not respond to messages in chat or by email.

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 Lassukka,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• What documents have you attempted to submit to the casino?
• Have you received any notification from the casino regarding your withdrawal?

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

Petra

Dear Lassukka,

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.

I have not made any withdrawals before. I have sent them a picture of my passport and a selfie with my passport. They are not responding to any contact.

Thank you for your reply and for providing the previous details, Lassukka.

• Could you please clarify the exact date when you requested the withdrawal and send the latest verification document?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used for the deposit?
• Could you please update us on the current status of your verification process? Is it marked as pending in your casino account? If possible, please upload a screenshot of it.

Thank you again for your cooperation.

Dear Lassukka,

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.

I made a withdrawal request on January 12, 2026. I haven't even been able to make a withdrawal request because they require account verification before doing so.

Dear Lassukka,

Thank you for your reply and for providing the previous details.

To clarify your issue, could you please provide the following information:

• Have you accumulated your winnings with or without an active bonus?
• Have you tried contacting the casino through any channels other than chat and email?
• Could you provide any additional screenshots or records of your attempts to communicate with the casino?

You can send all documents to petra.h@casino.guru or post your screenshots directly to this thread.

Thank you again for your cooperation. Your answers will help us review your case more effectively.

I received my winnings with the welcome bonus. I have tried to contact the casino via chat and email. They are not responding to either.

Dear Lassukka

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 Barbora (barbora.p@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,

Petra

Hello Lassukka,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

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.

Dear Player,

I have attempted to contact the casino multiple times, both within and outside of this complaint thread. Unfortunately, I have not received any response from their side. Without the casino’s cooperation, there is very little more we can do at this stage. For this reason, I will now mark the complaint as unresolved in our system.

I understand this is not the outcome you were hoping for. Please note, however, that unresolved complaints negatively affect the casino’s rating on our website, which may encourage the casino to improve its approach in the future. If the casino decides to respond at any point, we will reopen the complaint and notify you by email.

Unfortunately, the casino operates under a license where the regulator does not intervene in individual player disputes, and therefore we are unable to recommend further escalation through the licensing authority in this case.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Kind regards,

Barbora

Casino Guru

Dear Lassukka,

The casino has recently contacted us and expressed willingness to cooperate regarding your case. They explained that internal handling and escalation failures caused the delays and lack of communication from their side.

Based on this new development, we are reopening the complaint and will continue reviewing the matter together with the casino in hopes of reaching a fair resolution.

Dear casino representative,

Thank you for your response and clarification regarding the situation. We appreciate your willingness to cooperate and review the case further.

The complaint has now been reopened. Please keep both us and the player updated regarding any progress or conclusions reached during your internal review.

Should you wish to provide any supporting evidence or additional information regarding the verification process, bonus review, or account activity, please feel free to send it directly to my email at barbora.p@casino.guru to help us review the case more efficiently.

Dear Barbora and Lassukka,

Thank you for reopening the complaint and allowing us the opportunity to clarify the situation.

First, we would like to acknowledge that the communication delays experienced by the player were not handled to the standard we expect internally. Following our review, we identified failures in the escalation process which resulted in the player not receiving timely updates regarding the verification review. This has already been internally addressed.

At the same time, we would also like to clarify that this case is not a refusal to pay a player’s winnings, nor a confiscation matter. The account entered a standard compliance and verification review due to activity connected to a welcome bonus campaign, and the withdrawal remained pending pending completion of the internal checks required under our security and anti-abuse procedures.

As the player confirmed, the winnings were accumulated using a welcome bonus. In such cases, additional verification and gameplay review procedures may apply before withdrawals can be approved. These reviews are standard across the industry and are necessary to protect both the platform and legitimate players from fraudulent or abusive activity.

Our team is currently re-reviewing the account, verification documents, and gameplay activity in full. If additional documentation or clarification is required from the player, it will be communicated directly through the registered contact channels.

We would also like to emphasize that 29Bet has no commercial interest in delaying legitimate withdrawals unnecessarily. Maintaining operational integrity and fair treatment for verified players remains a priority for us.

We will continue cooperating with Casino Guru and will provide updates as the review progresses.

Best regards,

Dear 29Bet Casino,

Thank you for your response and for clarifying the circumstances surrounding the delays in communication and verification review.

We appreciate your willingness to cooperate and re-review the player’s account and gameplay activity. As this matter has already been ongoing for a significant period of time, we kindly ask that the review be conducted within a reasonable timeframe and that both the player and us are kept informed about any important developments.

Should your team identify any specific concerns or require additional information from the player, please communicate them clearly together with any supporting evidence relevant to the case.

We will await your next update.

Dear Barbora,

Thank you for your response.

We fully understand the importance of handling reopened cases efficiently and transparently. Our compliance and risk team is already conducting the review process internally.

That said, we would also like to clarify that reviews involving bonus-related gameplay, verification consistency, and account activity analysis cannot always be finalized immediately, particularly when multiple internal checks are required. We prefer to complete the review properly rather than provide rushed conclusions that may later prove inaccurate or incomplete.

At this stage, the account remains under active review. If additional information or clarification is required from the player, it will be requested directly and clearly.

Once the review is finalized, we will share the outcome together with the relevant conclusions available for disclosure.

We appreciate the professional communication and will continue cooperating through the process.

Best regards,  

Dear 29Bet Casino,

Thank you for the update.

We understand that certain compliance and bonus-related reviews may require additional checks. However, considering that the complaint had previously been closed as unresolved due to lack of communication from the casino’s side, we kindly ask for more concrete information regarding the current status of the review.

At this stage, could you please clarify whether the player’s verification documents have been accepted, whether any specific concerns have been identified during the review, and whether there is an estimated timeframe for reaching a final conclusion.

Providing more transparency would help demonstrate that the matter is now actively progressing toward resolution.

We will await your next update.