Baloo.bet Casino - Player’s account closure request is delayed.

Hey Guys!

i am trying to get my account closed at baloo bet for a while now since the start of the year by live chat and since the 26th of februari by email. I have attached the first email I could find.

i am trying to close my account because of a severe gambling addiction that is effecting my live in a really bad way. That is why i hope you guys can really help me because i don’t know what to do anymore.

Thanks in advance!

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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.

• Could you please forward me all the self-exclusion requests that you have sent to the casino so far, along with the casino's responses? My email address is veronika.f@casino.guru.
• Please make sure to send the full, original email threads, not just cropped screenshots.
• Have you received any responses from the casino regarding your self-exclusion requests?
• When was the last time you contacted the casino to request account closure?
• Have you completed the full KYC verification process at 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

.

Could you please forward me all the self-exclusion requests that you have sent to the casino so far, along with the casino's responses?

My email address is veronika.f@casino.guru.

I HAVE SEND YOU EVERYTHING

Please make sure to send the full, original email threads, not just cropped screenshots.

Have you received any responses from the casino regarding your self-exclusion requests?

YES THEY TOLD ME A LOT OF LIES IN THE PROCESS

When was the last time you contacted the casino to request account closure?

2 DAYS AGO

Have you completed the full KYC verification process at this casino?

YES

Dear Nickvdz

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, Munya (munya.s@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,

Veronika

Dear Nickvdz,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Baloo.bet Casino to join this conversation and assist in addressing the complaint.

Dear Baloo.bet Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Thank you for your help on the matter.

We appreciate the player's concerns and can confirm that the account has already been permanently closed.

As outlined in Section 7.1 of our Terms & Conditions, account closure requests are forwarded to the relevant technical department for review and processing. The review and processing of an account closure request may take up to thirty (30) calendar days from the date the request is received. During this period, the account may remain active until all necessary technical, operational, and regulatory procedures have been completed.

While Support Agents and VIP Managers may assist with receiving and forwarding such requests, they are not responsible for the technical closure of player accounts and are not authorized to finalize the account closure process.

Following completion of the required review and technical procedures, the player's account was permanently closed in accordance with our Terms & Conditions.

Best regards,

Baloo Team

Baloo.bet Casino

Thank you for your response and for confirming that the player's account has now been closed.

I note that you have referred to your Terms and Conditions concerning account closure. However, having reviewed the relevant section on your website, it appears that the provision you quoted relates to general account closure. In this case, the player was not requesting a standard account closure but rather permanent self-exclusion due to gambling addiction, which requires a different and more urgent approach.

In line with accepted industry standards, as well as our Fair Gambling Codex, requests for self-exclusion based on gambling addiction should be treated with the highest priority and implemented without unnecessary delay. As a general rule, we consider up to three days to be a reasonable timeframe for a casino to process and enforce such a request.

Any delay beyond that exposes a vulnerable player to continued gambling activity and the risk of further losses, which is precisely what responsible gambling measures are intended to prevent. In our view, where a player continues to deposit and gamble because a self-exclusion request was not implemented within a reasonable period, the casino would have fallen short of player protection obligations.

Therefore, we advise casinos to consider refunding any deposits made by the player between their initial request for closure and the actual date their account was closed. I would like to propose this solution for your consideration in this particular situation. Thank you for your understanding and attention to this important matter.

Thank you for your message, and please accept our apologies for the delayed response.

We would like to inform you that we require some additional time to thoroughly investigate this matter. Once our review has been completed, we will provide you with a detailed response.

Thank you for your patience and understanding.

Best regards,

Baloo Team

Baloo.bet Casino

Thank you for your continued cooperation and, most importantly, your commitment to further review this matter. I look forward to receiving an update from you soon.

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.

Nickvdz

Unfortunately, despite initially engaging with the complaint, the casino has stopped responding and has not provided the promised updates. I have made every reasonable effort to obtain a response, but without the casino's cooperation, I am unable to continue assessing or resolving this matter.

As a result, I have no option but to close this complaint as unresolved. I understand this is not the outcome you were hoping for. However, unresolved complaints negatively affect the casino's rating, which may encourage them to re-engage and reconsider their position. Should the casino resume communication, we will gladly reopen the complaint and notify you by email.

In the meantime, I recommend submitting your complaint to an approved Alternative Dispute Resolution (ADR) provider: https://anjouangaming.com/resources/authorized-adr-providers/. These organisations are recognised by the licensing authority and may have additional tools available to assist you in resolving the dispute.

I am sorry that I could not be of more assistance on this occasion and sincerely hope your issue can still be resolved.

Regards,

Munya

Casino Guru