29Black Casino - Player's €5,000 withdrawal is delayed.

Title: Withdrawal of €5,000 Pending Despite Full Verification and Previous Successful Withdrawals

Hello AskGamblers Team,

I am requesting your assistance regarding an unresolved withdrawal issue with 29Black.

I have made every possible effort to resolve this matter directly with the casino, but after several weeks my withdrawal is still pending and I continue to receive only generic responses.

Timeline of events

23 June 2026 – I submitted my first withdrawal request for approximately €2,000.

27 June 2026 – My account was restricted, preventing me from placing any further bets while my withdrawal was still pending.

29 June 2026 – My withdrawal was cancelled by the casino ("Cancelled by Admin") because they requested an additional Proof of Address document.

29 June 2026 – I immediately submitted the requested Proof of Address.

29 June 2026 – After my balance became available again, I cancelled another withdrawal request myself ("Cancelled by Client") in order to submit a single withdrawal request for my full available balance of €5,000.

29 June 2026 – I submitted a new withdrawal request for €5,000.

Since then, the withdrawal has remained in Pending status without being processed.

Full cooperation

Throughout this entire process I have fully cooperated with the casino.

As soon as they requested additional verification, I immediately provided the required Proof of Address.

At no point has the casino informed me that:

I have violated any Terms and Conditions;

my account is under investigation;

there is any issue with my payment method;

my withdrawal has been rejected.

The only explanation repeatedly provided is that there is a high volume of withdrawal requests and that my withdrawal is "in the queue."

Previous successful withdrawals

Before this issue, I had successfully completed withdrawals from my account without any problems.

This demonstrates that both my account and my payment method had already been accepted by the casino. For this reason, the current delay is particularly difficult to understand.

My concerns

It has now been several weeks since I first attempted to withdraw my funds.

During this period:

my account has remained restricted, preventing me from continuing to play;

I have complied with every verification request without delay;

I have contacted customer support several times;

I have also contacted my personal account manager on multiple occasions.

Despite all of my efforts, I continue to receive only generic responses, with no meaningful update, no specific explanation for the delay and no estimated timeframe for payment.

Furthermore, the five banking days mentioned in the casino’s own Terms and Conditions have already elapsed. My personal account manager has confirmed that my withdrawal has been escalated internally on multiple occasions, including the most recent escalation today, yet they still cannot provide any explanation or estimated completion date. This demonstrates that even the casino’s own staff are unable to explain the continued delay or provide any certainty regarding when my legitimate withdrawal will be processed.

Part of the €5,000 withdrawal consists of my own deposited funds, while the remainder represents legitimate winnings obtained through normal gameplay. I am simply requesting payment of funds that are rightfully available in my account.

Request

I respectfully ask AskGamblers to contact 29Black and assist in resolving this matter. If the casino believes there is any legitimate reason to continue delaying my withdrawal, I request that they clearly state this reason in writing and explain why my funds continue to be withheld. Otherwise, I ask that my legitimate €5,000 withdrawal be processed immediately.

I am not requesting any special treatment.

I only ask that the casino processes my legitimate withdrawal of €5,000 without any further unnecessary delay, or provides a clear, documented and reasonable explanation for why it continues to remain pending.

Evidence

I am able to provide the following evidence:

Screenshot of the €5,000 withdrawal currently showing as Pending.

Screenshot of the first withdrawal that was Cancelled by Admin.

Screenshot of the withdrawal that I Cancelled by Client before submitting the final €5,000 request.

Screenshot showing my account restriction.

Complete email correspondence with customer support.

Correspondence with my personal account manager.

Proof that I submitted the requested Proof of Address immediately after it was requested.

Thank you very much for your time and assistance.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings of €5,000? Were they slots, live casino games, or sports betting?
• Which document did you submit to the casino as your proof of address? Has this document been reviewed and approved by the casino's relevant department yet?
• When was the last time you successfully withdrew your winnings from this casino?

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

Best regards

Veronika