29Black Casino - Player’s account has been closed and funds confiscated.

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.

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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