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

I received the emails I attached in screenshots in the first message,

yes the format was correct - I think so, because the casino never responded and did not ask for a different format of documents, 

never any updates, every time I had to send emails asking about updating the verification and each time I received another request

I never received an email from them about this unless I asked first, it's strange because they completely ignore the player and if I hadn't sent emails to the VIP manager I think I would never have received any emails from dpo@baloo.bet

Furthermore, I currently cannot access my account because the website has been unavailable from Poland for the past two or three days. even though Poland has not been excluded in terms and my account is registered to a valid Polish address.

Thank you for your reply and for providing the previous details, tyraxxx.

• Did you play with bonus money or free spins?
• Could you provide any additional evidence/attempts to communication you had? You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

1: winnings are earned and come from real funds, not bonuses.

2: Now I can't access the website because it says access from my country is blocked. This has been the case for a few days. Previously, everything was fine. Furthermore, if I visit the via VPN (other country) website to check the terms and conditions, my country, Poland, is not excluded.

Furthermore, when I registered and verified my account, Poland was available, and my account was created with the country Poland from my IP address in Poland.

I also haven't tried logging in to the via VPN site because I don't want it to be considered a violation of the terms and conditions, so unfortunately I currently don't have access to my account.

Dear tyraxxx

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 Jana (jana.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,

Petra

Dear tyraxxx,

 

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

 

Now I would like to invite Baloo.bet Casino representative to join this conversation and participate in the resolution of this complaint.

 

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

 

Thank you in advance for providing the information.

Thank you for your feedback. We would like to clarify that your verification process has not been delayed on purpose.

At this stage, an additional security verification step is required in order to complete the review of your account. To proceed, you need to provide the following documents:

• A notarized copy of your identity card.
• Proof of ownership of the phone number registered on your profile.

These requirements are part of our enhanced security procedures, designed to protect your account, verify ownership, and maintain a safe and secure environment for all customers.

We are currently waiting to receive the requested documents. Once they have been submitted, our team will review them promptly and continue the verification process without unnecessary delay.

We appreciate your cooperation and understanding.

Dear Baloo.bet Casino, thank you for your reply.

Dear tyraxxx,

as per casino respond, you will need to send the required documentation to them. Please understand, that know your customer (KYC) is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. Please let us know whether the required paperwork was sent accordingly.

I can go to a notary and certify the document

but I don't know what to do in the second case:

this number is already verified on the baloo.bet website, i.e. I received an SMS with a code and verified the phone, so I don't know what they want, it's obvious that the number belongs to me if I verified it with the SMS code.

if the number is a normal Prepaid SIM card, it is probably not possible to confirm ownership of the number in any other way.

Thank you for your message, and we apologize for the confusion.

We can confirm that your phone number has already been successfully verified on the Baloo.bet website, so no additional proof of phone ownership is required. We are sorry for this mistake.

However, to proceed with the verification process, we will still need a notarized copy of your ID document.

Please let us know if you need any further assistance.