Baloo.bet Casino - Player requests account closure repeatedly.

I have send them more then 20 e-mails and mentioned that i want to close my account. I also told them i have a gambling addiction and that i don't want to play. It took to long so i asked 16 days ago for a deposit limit (as you can see).

I asked for a closure and limit on the 15th of januari and after that i made 53 deposits with a total amount of 1.445 euro with no withdraws . Losing is part of the game but come on when i beg for a closure and mail them more then 20 times about this. That is in my opinion a big scam! When i contact the chat the litterly keep saying '' We have informed your VIP manager that you have been waiting for a response for so long. Please wait for a reply!''

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Dear Player,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Terms and Conditions and this is what I have found:

Self-Exclusion:

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain to you all the future steps and what is needed from you.

email: support@baloo.bet

Please keep in mind that Self-exclusion is permanent for the set time span and will not be undone for your own protection.

During Self-Exclusion, you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Additionally, could you please forward your self-exclusion request? You can reach me via email at attila.g@casino.guru, or you can attach screenshots here.

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

Best regards,

Attila

I send you the e-mails (with different mail adres) same name. I asked for more the 15 times to close my account since the11th of januari. I also asked for a deposit limit on the 13th ofjanuari. Just to avoid playing untill my account is closed.

Dear Player, thank you for your email. Unfortunately, I was unable to find mention of gambling problems or self-exclusion in the email you have provided. Could you please forward your original self-exclusion request?

Thank you for your patience and cooperation.

Dear Player,

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.

You did not check the e-mails otherwise you would have seen it.

I've send them 24 e-mails for a closure since januari!

I asked them for a closure and mentioned in januari i have a addiction.

This was on 25 of januari. So that means the limit had to be settled on 13th of januari of 1 euro a month. Then i would never had deposits al the above ones.

Dear Player,

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, Igor (igor.p@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,

Attila

Dear GinoS,

I am sorry to hear about your problem with Baloo.bet Casino.

I will now try to contact a Baloo.bet Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Baloo.bet Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

more then 40 mails later i even send them whatsapp but they ignored me

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.

Hello,

Thank you for sharing your concerns. We understand your frustration and want to assure you that responsible gaming and player protection are very important to us.

Please note that the self-exclusion procedure is clearly outlined in our Terms and Responsible Gaming policy. According to these terms, players who wish to self-exclude must contact our support team directly via email at support@winhero.com and specify the desired self-exclusion period between 6 months and 5 years. This process ensures that the request is properly verified and applied to the correct account.

As stated in our Terms:

"In case you are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything that does nothing good for you. ‘Self-Exclusion’ means that you exclude yourself, out of your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years."

To proceed with the request, please send the self-exclusion request to support@winhero.com from the email address registered on your account, clearly state the reason for the request, and specify the self-exclusion period (between 6 months and 5 years).

We understand your concerns and we are ready to help. Once we receive the request following the procedure described in our Terms, our team will review it and proceed with the self-exclusion as soon as possible.

53 mails later and they still keep saying to contact them by e-mail.

Dear GinoS,

I have checked all the screenshots you have provided in this complaint so far. I noticed that you sent your requests to a vip@ email address or as replies to promotional emails.

Could you please provide the first separate email you sent to the support@ email address, in which you mentioned "self-exclusion," "gambling problem," or similar terms?

Thank you for your cooperation.

Dear GinoS,

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.

I send e-mails to both adresses.

Dear GinoS,

There seems to be a misunderstanding.

Could you please clarify when you sent the first self-exclusion request to the @support email address, and confirm that it was a separate email rather than a reply to a previous message?

Additionally, could you please provide any evidence of this?

Dear GinoS,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Igor
Casino.Guru

Dear all,

I would like to inform you that the player has provided crucial evidence that is sufficient to reopen this case.

Dear Baloo.bet Casino,

The player has provided email communication in which he was informed that his account can only be closed via his VIP manager. Additionally, the player has already provided a screenshot showing a request to close their account due to a gambling-related problem to dedicated emall address. Please review the screenshots.

Could you please review them and provide any and all relevant information?

Dear Casino Guru Support Team,

Please be informed that the player’s account was officially closed on 08.04.2026.

We would like to apologise once again for the negative experience the player encountered during the handling of his request.

Januari / begin of februari i told you i got a addiction and litterly begged for a closure.

I made so many deposits after i told you this. Thanks for the closure but what about al the deposits i made that i shouldn't be able to make?

Dear Baloo.bet Casino,

Thank you for your quick reply; however, you did not address my questions. Please refer to the following message:

The player has provided email communication in which he was informed that his account can only be closed via his VIP manager. Additionally, the player has already provided a screenshot showing a request to close their account due to a gambling-related problem to dedicated emall address. Please review the screenshots.

Could you please review them and provide any and all relevant information?

Based on the screenshot, the email was sent to vip@baloo.bet, not to support@baloo.bet

At the time, the client was escalated to the VIP team because the support team was not informed that the client had a gambling addiction. Once escalated, all further communication was handled by the VIP team.

However, as previously stated, in order to proceed with self-exclusion due to gambling addiction, the client must contact us directly via support@baloo.bet, clearly stating their situation. This ensures the request is processed correctly and without delay.

That is NOT true!

Suddenly i had to contact support but you replied on the 6th of februari that the closure has been send to the right department.

And it has been closed on the 8th of april! So the department received on the 6th of februari i got a addiction and i send more then 30 mails in the time between.

So your department had 2 months the time to close it so this is NOT true what you said!

Dear Baloo.bet Casino,

Could you please share the original conversation with the player that led to them being instructed to write an email to vip@baloo.bet?

Additionally, what steps were taken once the player informed vip@baloo.bet about their gambling problem? Please feel free to share any and all relevant evidence regarding this.

Thank you for your cooperation.

Based on the records available in our system, the player initially contacted us requesting account closure and stated that they were no longer interested in the platform. As such, the request was escalated to the VIP team for further communication and retention handling in line with our standard internal procedure (please see attached screenshot).

During the subsequent communication with the VIP manager, the player also expressed concerns regarding their gambling activity and requested account closure. In response to these concerns, responsible gaming measures were immediately applied to the account. Specifically, on 05.02.2026, the player’s deposit limit was restricted to EUR 100 per week as a precautionary responsible gaming measure.

However, under our Responsible Gaming and Self-Exclusion procedure, requests related to gambling addiction/self-exclusion must be submitted directly to our support team via the registered email address, together with the requested exclusion period between 6 months and 5 years. This procedure is in place to ensure proper verification and correct application of responsible gaming restrictions to the relevant account.

At the time of the communication with the VIP manager, a formal self-exclusion request in line with the above procedure had not yet been submitted to the support department. Therefore, the account was not permanently closed at that stage.

Subsequently, once the player contacted support@baloo.bet directly and explicitly requested account closure while also mentioning gambling addiction concerns, the account was closed in accordance with our Responsible Gaming procedure on April 8th, 2026.

Please let us know if any additional information or supporting documentation is required.

Thank you for your response.

However what you send is in januari but on februari the 6th you said the closure is in process but 3 months later its closed after litterly pushing by mails from side

Dear Baloo.bet Casino,

According to the player’s screenshot, their request was forwarded to the relevant department.

Could you please review the screenshot below and provide any information or clarification regarding this conversation?

Thank you very much for your cooperation.

Please be advised that in such cases, the VIP team informs the Customer Support team in advance that the player may contact us via email regarding the account closure.

Additionally, after the player informed us about his concerns, the VIP team applied a deposit limit to the account while awaiting the player’s email to the Support team in accordance with the established procedure.

We understand that this may not provide the ideal user experience; however, the process is clearly outlined in our Terms and Conditions, which all users are required to follow.

Not true! The deposit was made and i clearly said after this. ' no deposit limit, i want a closure '

2nd thing makes no sense ' player may contact you ' you said in the the mail please allow us some time to complete the procedure.

This is the 2nd reply you send and both of them are not correct

Dear Baloo.bet Casino,

After a thorough review of this case and an internal discussion within Casino Guru, we came to the following conclusion:

The player explicitly informed their VIP manager about their gambling problem. Later, the player was informed that the request to close their account had been forwarded to the relevant department. Based on this message and the nature of the conversation, it was presented as though the player’s self-exclusion request had been forwarded to the dedicated department and that appropriate action would be taken. During or after this conversation, the player was not informed that this only meant you were contacting the support team in advance and that they still needed to send a separate request to the support team.

Additionally, once a player informs the casino about their gambling problem or struggles, we expect the casino to take appropriate action.

Therefore, we believe that the player should be eligible for a refund of all deposits minus withdrawals made since this conversation.

I would kindly ask you to forward me the player’s deposit and withdrawal history since February 1st so that the disputed amount can be adjusted accordingly.

Thank you for your cooperation.

We are currently finalizing our internal review of the matter together with the relevant departments to ensure that all details are assessed accurately and comprehensively.

In order to provide a complete response, we kindly ask for a short extension and will revert with our position and the requested information within the next few business days.

Thank you for your patience and cooperation.

Dear Baloo.bet Casino,

I will reset the timer for you one more time.

I kindly ask you to share any and all relevant information regarding this case. Since this complaint has been active for a while, I expect you to provide evidence that will move this complaint toward a successful resolution. Otherwise, I will have to close this complaint as unresolved, meaning your casino will receive black points and its rating will be adjusted accordingly.

Thank you for your message.

After reviewing the case internally, we respectfully disagree with the conclusion reached.

As stated in our Terms and Responsible Gambling Policy, self-exclusion requests must be submitted directly to our Support Team through the designated communication channel in order to be formally processed. The VIP team is not authorized to apply permanent self-exclusion measures independently.

In this case, the VIP team received the player’s gambling addiction-related request and immediately applied precautionary measures to the account in the form of deposit limitations. Additionally, the Support Team was informed in advance that the player would contact them regarding a self-exclusion request through the official communication channel.

The account was closed once the official request was received through the proper support channel, in accordance with our procedures.

Therefore, we do not believe there are grounds for a refund in this case.

They did not review the screenshot at al.

Can you reply on the casino i takes so long this way!

Their reply is AGAINST this mail.

So according to them they forwared it by themself towards the correct department and that i need to wait but still inform that apartement to close my account. Litterly makes no sense at al!

Baloo now argues that the VIP team was not authorized to process account closure or self-exclusion requests. If that is the case, why was I explicitly informed on 6 February that my request to close my account had been forwarded to the responsible department for processing and that I should allow some time for the procedure to be completed?

The email did not state that I needed to contact another department, submit a new request through a different channel, or that my request was invalid. On the contrary, I was told that the account closure request was being processed and that I would receive confirmation once the procedure had been finalized.

As a reasonable player, I had every right to rely on this communication and believe that the closure process was underway. If the VIP team was truly not authorized to handle such requests, I should have been informed of that immediately. Instead, Baloo confirmed that my request had been forwarded for processing and instructed me to wait until the procedure was completed.

Therefore, Baloo's current position directly contradicts the written communication I received at the time. Either the request was properly forwarded and being processed, as confirmed in their email, or I should have been clearly informed that the VIP team could not assist me and that further action was required on my part. 

Dear GinoS,

As I have mentioned several times in this thread, since you were informed that your self-exclusion request had been forwarded to the relevant department, the casino should have acted accordingly. From the nature of the communication and the message from the casino, it was presented as though no further steps were required from your side and that the self-exclusion would be implemented.

I have tried to explain this to the casino, but no progress has been made on their side. Since the casino is not willing to consider a refund, I now have to close this case as unresolved.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor