29Black Casino - general discussion

If you want to discuss anything related to 29Black Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

I decided to try this casino, as I usually do with many others, starting with a small amount. With a 150 deposit, I won over 600. I've been trying to withdraw for over a week, and the verification process is incredibly tedious. They ask for a document via email every two days. It seems likely they won't pay out, like many others. My recommendation is to stay away from them if you want to avoid stress.

Hi, I'm sorry to hear that the verification process keeps getting delayed. What documents has the casino already accepted? What did you send them last?

Unfortunately, you won't be able to withdraw your money until this verification is complete, so I'd try to get it finished. If that doesn't work, file a complaint. 

First, I submitted both sides of my ID card, then requested a withdrawal and they asked for a utility bill to prove residency (which I shared). Two days later, they denied the payment and asked for a selfie with my ID card (which I shared). Two days after that, they canceled the payment again and asked for a selfie with a code they sent me (which I shared). They told me my account was verified but that if they wanted, they could ask for more documents. I don't know what else they can ask for. Everything related to the account has been shared clearly and promptly. As of now, my withdrawal is still pending, and it's been over a week since I started dealing with this issue.

If they told you that you've been verified, then I guess that should be taken care of for now. The casino can always ask for additional documents or verify you again later, but I believe you'll be in the clear for now.

Now I'd wait to see how the withdrawal goes and what happens next. Which payment method did you choose? 

Hi, choose the same method I used for the deposit, which is USDT TRC20. Yesterday I contacted support via chat and they told me it takes 24 hours, but it's already been 48. We'll see what happens.

Sure, let's wait and see how things turn out. I'm sure it's only a matter of time before you get the money. I hope it won't be too long. 🙂

Today I wrote to the chat and they told me it could be 5 days, but they keep increasing it.

I didn't think it would take this long with this payment method. But I'd like to add that we give casinos 14 days to resolve the issue, and if the casino hasn't sent the money by then, you can come to us and we'll try to help.

We'll see what happens this week, and I believe you'll get your money.

I was accused of holding multiple accounts at this casino, and my accounts were closed.

CasinoGuru claims to have received conclusive evidence of this from the casino, but

the internet service provider, the licensing authority, and the court have all reported that no such evidence was found.

Furthermore, despite my repeated requests for evidence from the casino, they continue to refuse to provide it.

Since Casino Guru has not made this "conclusive evidence" public anywhere, the lawsuit is at a standstill, which is causing problems.

If it really is conclusive evidence, why does the casino refuse to submit it to the internet service provider or the licensing authority, yet only provide it to Casino Guru?

Hello, I understand the confusion; it's the usual matter included in similar situations, and again, I understand that for players it is not very pleasing. The thing is that casinos generally do not share evidence of such rule breaches with associate accounts; public sharing is completely out of the question simply because the nature of those complaints is related to overall account security, and if shared, may help fraudsters be more than one step ahead of casinos' technical solutions.

So, despite how it may sound, we are not allowed by the casinos to show related proofs, not even with the players in question.

There is always more than one perspective and we have to keep our possibility to get those personal details from the casino, atop, for example, your request; otherwise, we could not investigate future complaints submitted by fellow players.

I personally see no reason why a casino would share something like this information with an internet service provider, but I respect your opinion on this. However, if the casino refuses to provide the same findings to its own licensing provider, though, I guess the operator should explain that to the licensing authority in the first place. At this point I agree it looks weird, but on the other hand, that's between the casino and the licensing body.

In the end, we communicated with the licensing authority, but the casino continued to refuse to submit the evidence to the licensing authority.

Since the casino was able to submit the evidence to Casino Guru but not to the licensing authority, the authorities concluded that the evidence must have been tampered with and that the casino would be in trouble if a full-scale investigation were conducted. Consequently, they requested that the complaint be dismissed.

Since we can no longer request that the complaint be reopened, should we simply file a new complaint?

Hello, and thank you for getting back. Given the unusual circumstances, I would recommend sending the official statement to the former mediator. He or she may reopen the case or reconsider the outcome based on the official licensing authority's conclusion or statement. I would hate to give you incorrect instructions, so please notify the former mediator. Thank you.

It seems the previous mediator has already left the company, and we haven't been able to get in touch with him for quite some time.

I see, thank you. In this case, kindly include any other mediators' emails you have available from previous cases in the email so they can follow up on the email communication and understand the current events much better. I'm sure the team is capable of handling it this way.

This person is in charge of the case.

Since there is a possibility that the evidence the casino submitted to the Casino Commission was tampered with, we requested that it be submitted to the licensing authority; however, the casino consistently refused to do so.

Given the casino’s lack of cooperation, the licensing authority is unable to reach a conclusion and

has referred the complaint back, hoping that the details will be clarified.

Thank you; however, I have nothing to add at this point. I believe I explained how the process works.

In any case, I find it interesting that the official email is supposed to be sent from the gmail domain. Well, in any case, please consider this issue to be a matter between you and the mediators. Here on the forum we have very little to say in all of those associated events.

No, it's not from Gmail. It's a legitimate email from AOFG.

<system@anjouangaming.org>

Martin is the name of the person in charge this time.