29Black Casino - Player’s withdrawal has been delayed due to rule violation claim.

Hello. Played this casino, made withdraws. Then I was contacted by Vip manager. and casino offered me deal to deposit with 300% bonus. I made deposit 2000 usdt. Loosed real balance, and then started to play bonus balance. Before to start I asked casino about some rules playing with bonus money, and casino agent said me that to any restriction. After I made wagering and then I gamble more 2-3-4 days. In result balance was more that 80000 usd. Made withdraw, Vip manager said that I just need to wait my withdraw. But after week passed, I received email that I broke rule about 5 usd bet per spin ( at moment when I played, casino do not had this rule, also I asked in chat, and agent confirmed it, I have this screenshot). May be you can help.

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Dear aleks86,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the casino's terms and conditions: https://29black.com/en/terms-of-service

16.12.10 Bets exceeding of €/$5 per spin on Slots/Fast Games as bonus wagers are not allowed. Violation of this rule may result in the suspension of the bonus, accompanied by the removal of any associated winnings.

Our position is closely explained in our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

Hello. One more time I want to repeat. When I checked rules of bonuses, no any rule about max bet. ALSO I asked about this in live chat, and received CLEAR answer. I will send you screenshot here.

ALSO, this bonus is granted by VIP manager (who started to ignore me after I won huge amount). I can not send like about this promotion. I just made deposit 2000 usdt and received 6000 usdt bonus. I have screenshot and email, if need I can send also this screenshots.

But not I think we need to clearly understand. Was 5 euro max bet rule or NOT. I sent screenshot where we can see CLEARLY that live chat said that no any max bet rule.

really fun. I found one more fact about max bet😀 on site anout bonus rules. there is not max bet UNLIMITEd, but 2500 usdt 🙂))))

For this moment, I had two clear evidence that at money when I had gambling at this site, they do not have any rule about 5 euro (chat, and information about bonus).

Thanks for your reply.

I am sorry if the live chat informed you incorrectly.

• Could you please specify whether the last screenshot refers to the bonus you activated and played, or does it refer to a different bonus?

Please let me know.

Last screenshot is my last bonus. amount 6000 usdt.

Thanks for your patience.

Could you please share the email you received from the casino you refer to in your first post? Forward it to my email at tomas@casino.guru

Do you have access to your bonus history in your player's records?

Could you please share screenshots of your bonus history starting from March 2026 to today, if available?

Thanks in advance for your cooperation.

hi, this mail forwarded to your email.

also posted here.

about bonus history:

Dear aleks86,

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, Michal (michal.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,

Tomas

Hello aleks86,

It’s Michal again, and I have taken over this complaint.

I have reviewed all the information and evidence provided in this case, and it indeed appears that the casino relied on a rule as the basis for withholding your winnings that either was not in effect at the relevant time or was not communicated in a sufficiently clear and transparent manner.

Such an approach does not align with the fair and transparent practices we advocate for and reasonably expect from casino operators.

I will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

We would like to invite 29Black Casino to join the conversation.

Dear 29Black Casino,

Could you please clarify why a rule was applied against the player when, based on the available information, it appears that this rule was not previously communicated in a clear and transparent manner?

Moreover, the player has provided evidence indicating that your support team explicitly informed them that no maximum bet limit applied to the specific bonus in question. We would therefore appreciate your clarification regarding this apparent discrepancy.

If there are any relevant details or circumstances surrounding this case that cannot be shared publicly, I would appreciate it if you could provide them directly to me at michal.k@casino.guru for independent review.

Thank you in advance.

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 carefully reviewed the player’s complaint, the screenshot of the live chat conversation, the applicable bonus conditions, and the relevant account activity.

First and most importantly, we would like to state clearly that Rule 16.12.10 was not introduced after the player’s gameplay, nor was it added retrospectively following the withdrawal request. The rule has been part of our General Terms and Conditions since the beginning of 29Black casino operations and was fully applicable at the time the player claimed and wagered the bonus.

Rule 16.12.10 states:

"Bets exceeding of €/$5 per spin on Slots/Fast Games as bonus wagers are not allowed. Violation of this rule may result in the suspension of the bonus, accompanied by the removal of any associated winnings."

https://29black.com/en/terms-of-service

Accordingly, the player’s statement that no such rule existed at the time of play is incorrect.

We recognize that the support agent should have provided a more precise answer, and we have reviewed this communication internally. However, this does not amend, remove, or override the General Terms and Conditions accepted by the player. The applicable rule remained valid and in force throughout the entire period in question.

Our subsequent account review confirmed that the player placed wagers exceeding the permitted €/$5 per-spin limit on Slots/Fast Games while using bonus funds. The decision taken on the account was therefore based on actual betting activity that directly breached Rule 16.12.10, not on a rule introduced after the fact.

We would also emphasize that this restriction is product-specific. There is no universal €/$5 maximum across every gaming category, which is precisely why the agent’s general response was misleading and insufficiently specific.

For transparency, we are providing supporting evidence to michal.k@casino.guru showing:

• the player’s relevant betting activity exceeding €/$5 per spin;
• confirmation that Rule 16.12.10 was already in force during the relevant period;

We therefore respectfully maintain that the rule itself was valid, clearly established, and applicable to the player’s bonus activity.

Kind regards,

29Black Team

Dear aleks86,

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.

dobar dan.

Can not really understand what kind of answer you are waiting for my side.

When I started to gamble at this site, I checked rules about bonuses, no rule about some max bet. I'm clarifying that in the chat. Previously I sent you screenshots, where on site is information that max bet is 2500. and screenshot where live chat said no max bet.

So I think here it is clear everything from my site.

Prijatno

Dear aleks86,

Thank you for your response.

While, strictly, technically speaking, it is true that Rule 16.12.10, which specifies the maximum bet limitation, is included in the casino's Terms and Conditions, and by registering your account and claiming the bonus, you agreed to these rules, it remains unclear why such an important restriction, which the maximum bet limit certainly is, was not also clearly stated in the bonus description. Including key bonus limitations directly within the bonus terms is generally considered an industry-standard practice, as it ensures that players are properly informed before using the bonus.

You took the appropriate step by contacting the casino's live chat to clarify the applicable conditions, and it was reasonable for you to rely on the information provided by the casino live chat agent.

Having reviewed the circumstances, I agree that you appear to have acted in good faith based on the information available to you at the time. The technical breach of the maximum bet limit appears to have resulted primarily from the lack of a corresponding restriction within the bonus description provided to you, the absence of a technical maximum bet limitation enforced by the system, and the inaccurate information provided by the live chat representative.

It appears that you played based on the understanding created by the information available to you, and the winnings were generated through gameplay that was allowed by the casino system. Under these circumstances, we believe it would be reasonable for the winnings to be paid.

I have shared my assessment with the casino team and communicated what I consider to be an appropriate approach toward reaching a resolution of this matter.

Dear 29Black Team,

Thank you for your response and for the additional information provided in your emails.

As mentioned during our email correspondence, after reviewing the circumstances of this case, it appears that the technical violation of the maximum bet limit occurred primarily due to several contributing factors: the absence of a software-level restriction preventing the breach, the omission of the maximum bet limitation from the bonus description available to the player, and the inaccurate information provided by your live chat representative.

Based on the available information, the player appears to have acted in good faith and relied on the information available at the time. Furthermore, the winnings were generated through gameplay that was permitted by the casino system, and the player has not intentionally circumvented any possible safeguards.

Taking all relevant information and circumstances into consideration, we believe that the player's winnings should be honoured in this particular case.

Therefore, I kindly invite you to review the matter once more and consider whether a mutually acceptable resolution can be reached with the player.

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 aleks86,

Thank you for your patience while I communicated with the casino team and worked towards a potential resolution of your case.

Despite my quite extensive discussions with the casino team, we have not been able to reach a mutual understanding, and the casino maintains its initial decision.

While, from a strictly technical perspective, the casino has grounds for its actions under the Terms and Conditions to which you agreed when you created your account and claimed the bonus, this does not mean that its approach aligns with the fair and transparent practices we advocate, that the vast majority of reputable operators have adopted, and that players can reasonably expect.

It still remains unclear why such an important restriction, which the maximum bet limit certainly is, was not also clearly stated in the actual bonus description. Including key bonus limitations directly within the bonus terms is generally considered an industry-standard practice, as it ensures that players are properly informed before using the bonus.

You took the appropriate step by contacting the casino's live chat to clarify the applicable conditions, and it was reasonable for you to rely on the information provided by the casino live chat agent.

Moreover, the maximum bet limit as shown here:

also presents a completely different max bet amount that the casino team is referring to in the rule 16.12.10. The casino's failure to communicate and enforce its maximum bet rule in a clear and consistent manner created a scenario in which you were allowed to exceed the purported maximum betting limit, only for the rule to be invoked once you had generated significant winnings.

Having reviewed all the available circumstances, I agree that you appear to have acted in good faith based on the information available or provided to you at the time. The technical breach of the maximum bet limit appears to have resulted primarily from:

• the lack of a corresponding and accurate restriction specified within the bonus description provided to you,
• the absence of a technical maximum bet limitation enforced by the casino system, and
• the inaccurate information provided by the live chat representative.

While I acknowledge that the maximum bet rule is an industry standard and that casinos generally have the right to confiscate winnings from bonus play when this rule is breached, we do have certain expectations regarding how such rules should be applied.

Ideally, the rule should be enforced at the software level – meaning the casino's platform should technically prevent players from placing bets exceeding the permitted limit. This is one of our key requirements, and the majority of top casinos have had this in place for a long time.

Where technical enforcement is not possible, we believe each case should be assessed individually, and penalties should only be applied where there is clear evidence that the player knowingly and systematically violated the rule to gain an advantage.

We also consider it important that maximum bet limits are clearly displayed – ideally in the casino lobby, within the games, or prominently within the promotion itself – rather than being "hidden" within the General Bonus T&Cs.

In this specific case, it appears that you played based on the understanding created by the information available to you, and the winnings were generated through gameplay that was permitted by the casino's system. Under these circumstances, we believe it would be reasonable for the winnings to be paid.

Since the casino maintains its initial decision despite its failure to provide a fair and transparent environment, I have no other option than to close this case as Unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may, over time, encourage the casino to reflect on and improve its approach. This unresolved status will not only negatively impact the casino's Safety Index rating but will also serve as a reference point for other players when evaluating the casino's practices.

Should the casino decide to revisit the matter and handle it appropriately in the future, we would be more than happy to reopen the complaint, and you would be notified by email without delay.

In the meantime, you might consider contacting the Anjouan Gaming Authority and submitting a complaint to them.

Although according to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

Although 29Black Casino cooperated throughout our dispute resolution process, the manner in which it applied its bonus rules raises concerns regarding whether it provided the fair and transparent gaming environment that licensed operators are expected to maintain for their customers. In our view, this may constitute a potential breach of its licensing obligations. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Please let me know if they were able to help at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

I wish I could be of more help.

Best regards,

Michal

Casino Guru