29Black Casino - Player's account has been closed.

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.

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.

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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.

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?

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.

Dear Eikkiz,

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,

Karla Mayfly

Dear Eikkiz,

My name is Jana, and I will be assisting you in resolving your complaint. I sincerely apologize for the delay you have experienced with your withdrawal. I will reach out to the casino and do my utmost to address this issue as swiftly as possible.

I would now like to invite a representative from 29Black Casino to join this conversation to help facilitate the resolution of your complaint.

Dear casino, could you please provide the reason for the delay in processing the player's withdrawal?

Thank you in advance for your cooperation and for providing this information.

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 Casino.Guru and 29Black Team,

I strongly deny these allegations. I have not engaged in multi-accounting, coordinated gameplay, or bonus abuse, and there is no other person with whom I have played or coordinated my activity.

I would like to see the evidence behind these claims and be given a fair opportunity to challenge it. I find the alleged matching IP addresses and device identifiers especially concerning, as I play exclusively on my own computer using my own private internet connection, and I am not aware of anyone who could legitimately share these identifiers with me.

I am fully willing to cooperate and answer any questions necessary to clarify the situation.

Dear 29Black Casino,

I kindly request your assistance in providing the evidence concerning the alleged breach of your terms and conditions by the players. This information will enable us to assess the situation and take appropriate steps moving forward. We greatly appreciate your continued support and cooperation.

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 All,

We have sent to jana.k@casino.guru supporting documents as a proof on 05 October 2026.

Jana can you please check your inbox, maybe the email went to spam?

Regards,

29Black Team

Dear Eikkiz,

Thank you for reaching out regarding your concern. After carefully reviewing the evidence provided by the casino, I regret to inform you that I must decline your complaint, as it appears there has been a breach of the casino's terms and conditions due to the creation of multiple accounts. If you have any questions or encounter any issues in the future, please do not hesitate to contact us—we are here to help.

Best regards,

Jana

We have reopened this complaint at the request of Eikkiz. We would like to give this case another opportunity for resolution and assist both parties involved in reaching a satisfactory conclusion.

Hello,

Is there anything required of me now, or how is this progressing? I'm grateful that you reopened this.

Dear Eikkiz,

I hope this message finds you well. I would like to kindly request that you provide the reason for reopening the complaint, as well as any evidence that supports your position regarding the denial of the alleged breach of terms and conditions. This information will greatly assist us in moving forward. We truly value your continued support and cooperation.

Dear Jana,

I believe I already explained my position and the reasons for requesting the reopening of my complaint quite clearly in my reopening request.

However, I would genuinely appreciate it if you could clarify what specific actions I could take or what concrete evidence I could provide to prove my innocence. I am more than willing to cooperate, but it is extremely difficult to defend myself against allegations when I have not been given access to the actual evidence supporting them.

I would also like to emphasize that I have completed the casino's full KYC verification process, including providing my identity documents and completing the required verification procedures. I find it extremely unlikely that my face and identity documents could have been used to verify another account.

Furthermore, I have always accessed the casino using only my own device and my own internet connection. I still possess the original SIM card holder containing the identification details of my internet connection, meaning I can provide documentation to help verify that the connection belongs to me.

Considering all of this, I would like to ask what exactly you expect me to do to demonstrate that I have not violated the casino's rules. If there are specific documents, technical details, or verification procedures that could help establish my innocence, please let me know. I am fully prepared to cooperate.

I believe that if a player is accused of serious violations and has their winnings confiscated, they should at least be given a reasonable opportunity to challenge those accusations with concrete evidence. However, that becomes practically impossible if the player is not informed of the specific allegations or what evidence would be considered sufficient to dispute them.

Thank you for your time. I look forward to your response.

Dear Eikkiz,

We hope this message finds you well. We would like to bring to your attention that you have been identified as sharing an IP address, which may indicate a potential violation of the casino's policies regarding the establishment of multiple accounts. If you feel that this situation has arisen due to an error on our part, we would greatly appreciate it if you could share your perspective with us. Please feel free to provide any relevant screenshots or documents by reaching out to jana.k@casino.guru. Your continued support and collaboration in resolving this matter are sincerely valued.

I would like to clarify an important technical detail regarding my internet connection. I use a Telia Finland prepaid SIM card in my mobile phone and share its mobile data connection with my personal laptop through a hotspot.

According to Telia's official documentation, its consumer mobile services use Network Address Translation (NAT) by default, meaning customers are not necessarily assigned unique public IP addresses. Consequently, multiple unrelated customers may appear under the same public IP address.

Telia's official documentation:

https://www.telia.fi/asiakastuki/nettiyhteydet/tietoturvatoimenpiteet

I believe this could explain the alleged IP address matches without any connection between me and other casino accounts.

We would like to ask the casino to reply to this complaint. We are extending the timer by 6 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.