Baloo.bet Casino - Player’s withdrawal has been unjustifiably delayed.

Hello,

I would like to file a complaint regarding Baloo.bet due to excessive and unjustified delays in processing my withdrawal (€1300), despite my full and continuous cooperation.

Below is a detailed timeline of the events:

- February 22, 2026:

I requested a withdrawal. On the same day, I completed verification via Sumsub on the Baloo.bet platform, including ID verification and biometric face verification. My account was successfully verified, and withdrawal was available.

- March 5, 2026:

After no updates for nearly two weeks, I contacted the VIP manager. She responded the same day, stating she would forward the case to the security department.

On the same day, I received an email from dpo@baloo.bet requesting ID (passport or ID card) and proof of address.

I provided my ID card and a bank document confirming my address immediately.

- March 9, 2026:

After further follow-ups, I was asked to provide an additional identity document (driver’s license or passport) and a selfie holding my ID and a note with "0903".

I submitted my driver’s license and the requested selfie the same day.

- March 12–13, 2026:

I was asked to record a video verification, including:

- holding my ID

- stating my personal details

- confirming the casino I used

- showing that no one else was present

- performing additional gestures (waving hand next to face)

I recorded and submitted the video on March 13.

- March 13–24, 2026:

No response was received for over 10 days.

- March 24, 2026:

I sent another follow-up asking for an update, as my verification had still not been completed.

- March 25, 2026:

I finally received a response requesting:

1) notarized identity card

2) proof of phone number ownership

Important notes:

- My phone number had already been verified earlier via SMS code.

- I continue to receive promotional SMS messages from the casino, confirming active use of the number.

- The phone number is prepaid, and no formal ownership documents exist.

This situation clearly demonstrates a pattern of:

- no proactive communication from the casino

- only responding after my repeated follow-ups

- continuously escalating verification requirements

- requesting increasingly excessive and non-standard documents

At every stage, I provided all requested documents immediately, either on the same day or the next day.

Summary of documents submitted:

- ID card

- driver’s license

- proof of address (bank document)

- Sumsub verification (ID + biometric face verification)

- selfie with ID and handwritten note

- full video verification confirming identity

Despite all of the above, my verification has been ongoing for over 30 days without resolution.

It is evident that these actions go beyond standard KYC procedures and instead indicate a pattern of continuous delays and escalation of requirements, despite my full and immediate cooperation at every stage.

This situation raises serious concerns about the fairness and transparency of the verification and withdrawal process at this casino.

I am able to provide full supporting evidence, including all correspondence, screenshots, and submitted documents.

Kind regards

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.

Dear tyraxxx,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

Please understand that the KYC process is a very important and essential procedure. It ensures that funds are sent to the rightful owner. Since casinos cannot physically verify each player’s identity, this process is necessary to complete proper verification. All reputable and licensed casinos take KYC seriously, and it may take a few working days to complete.

Could you please clarify the following:

• Have you provided all the required documents in the correct format?
• Have you received any confirmation email from the casino?
• Can you confirm whether you have received any updates regarding the status of your verification?

Additionally, please provide all the above-mentioned supporting evidence. You can send the documents to: petra.h@casino.guru or upload screenshots directly to the complaint thread.

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,

Petra