Baloo.bet Casino - Player’s withdrawals are delayed and under review.

Hello,

I would like to submit a complaint regarding Baloo.bet and the ongoing delay of my withdrawals.

I currently have 8 pending withdrawals totaling €7,850:

7 withdrawals of €1,000

1 withdrawal of €850

After requesting the withdrawals, I fully cooperated with every verification request made by the casino.

The verification steps I completed include:

Account verification

Identity document submission

Additional identity verification

Selfie verification

Proof of identity and supporting documents

Full video verification requested by the Finance Department

The video verification required me to:

state my full name and the current date;

confirm the video was being recorded for Baloo.bet verification;

show my surroundings;

wave my hand in front of my face;

show my identity document;

show a handwritten note with the date and the casino name.

I completed and submitted the requested video verification immediately.

After submitting the video, I received written confirmation from the casino that the video had been forwarded to the relevant department and that my verification process would continue.

At this moment:

all requested verification procedures have been completed;

the casino has received all requested documents;

my withdrawals remain pending.

My concern is that the verification process has been repeatedly expanded with new requirements, despite my full cooperation at every stage.

I am not refusing verification and I have complied with every request made by the casino. I am simply asking for:

Confirmation that my verification is complete.

A clear timeframe for processing the pending withdrawals.

Payment of the outstanding withdrawals totaling €7,850.

I can provide all supporting evidence, including emails, screenshots, verification requests, and proof of submitted documents.

Thank you for your assistance.

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 Luci030502,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification since the submission of the video?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your most recent communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

Thank you for your reply.

I have completed all verification steps requested by BalooBet, including ID verification, proof of address, selfie verification and video verification.

I have never received a successful withdrawal from BalooBet. My withdrawals are still pending, and the current amount is approximately €9,500.

My winnings were obtained through regular gameplay, not through bonus abuse.

The latest request from BalooBet is for:

proof of source of funds;

a notarized copy of my identity document.

I am prepared to provide proof of income and salary slips. However, the casino has not explained what exactly is required regarding the notarized ID document, despite my request for clarification.

I have also decided not to continue playing at the casino until all pending withdrawals have been processed.

I can provide screenshots of all recent communications with the casino if needed.

Kind regards,

Constantin ******

Update:

Following the casino’s latest verification requests, I have now submitted all the requested documents.

I have already provided:

Identity verification

Proof of address

Selfie verification

Video verification

Proof of Source of Funds (salary payslip)

Certified copy of my identity document

The communication issue caused by my previous email address has also been resolved, and my registered email address has been successfully updated.

Despite submitting all requested documents, I have not yet received confirmation that my verification has been completed or any estimated timeframe for processing my pending withdrawals, which currently total €9,500.

I am currently waiting for the casino’s response.

Thanks for the update.

Has the casino approved your documents since your last post?

Has the casino started processing your payout, to your knowledge?

Please let me know about any news.

Hello Tomas,

Thank you for your message.

No, the casino has not yet confirmed whether my documents have been approved.

To the best of my knowledge, my pending withdrawals have not started processing yet.

I have submitted all the requested documents, including my proof of source of funds and the certified copy of my identity document. The VIP Manager informed me that my documents have been forwarded to the Financial and Compliance Department, and that they will contact me directly once the review is completed.

Tomorrow it will be seven days since I submitted the final requested documents, and I am still waiting for any update regarding my verification or my pending withdrawals.

Kind regards,

Constantin ****

Dear Luci030502,

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,

Tomas

Dear Luci030502,

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.

Dear Jana,

Thank you for taking over my complaint and for your assistance.

I would like to provide an update regarding my case.

My account verification has now been successfully completed, and I have received official confirmation from the casino that all my verification documents have been approved.

I also received my first withdrawal of €1,000, which was successfully paid to my bank account.

However, I still have 9 pending withdrawals, totaling approximately €9,000, which have not yet been processed.

The casino informed me that the remaining withdrawals will be processed one by one, but they have not provided any estimated timeframe for when the remaining payments will be completed.

I would appreciate it if you could ask the casino to clarify when the remaining withdrawals are expected to be processed.

Thank you very much for your assistance.

Thank you for your message.

We can confirm that the player has successfully completed the verification process and has already received the first withdrawal of EUR 1,000.

The remaining withdrawals are being processed in accordance with our Terms & Conditions. As stated therein, the Casino may apply adjusted withdrawal limits of EUR 1,000 per week and EUR 5,000 per month for players whose total bet amount is less than EUR 7,000 per week and EUR 20,000 per month.

The player's next withdrawal is scheduled to be processed on 10 July. The remaining withdrawals will continue to be processed in line with the applicable withdrawal limits set out in our Terms & Conditions.

Kind regards,

Baloo Team

I understand that my withdrawals are being processed according to the casino’s procedures. However, I would like to kindly ask if there is any possibility for the Financial Department to increase the processing speed of my remaining withdrawals.

Since my account has been fully verified and the first withdrawal was successfully completed, I would greatly appreciate it if more than one withdrawal could be processed per week, if possible.

If there is anything I can do from my side to help speed up the process, please let me know.

Thank you very much for your support, and I look forward to your reply.

Kind regards,

Constantin Bilivorschi

Thank you for the update.

Based on the casino’s response, I understand that I will receive only €1,000 per week. Since I still have nine pending withdrawals of €1,000 each, this means that my final withdrawal would be processed around 4 September 2026.

Is my understanding correct?

Thank you.

Thank you for your message.

The withdrawal schedule is subject to the withdrawal limits set out in our Terms & Conditions. At this stage, the next withdrawal is scheduled to be processed on 10 July.

Subsequent withdrawals will continue to be processed in accordance with the applicable withdrawal limits and our internal processing procedures. While this may result in withdrawals being processed on a weekly basis, we are unable to confirm the exact processing dates for all remaining withdrawals at this time.

Should there be any changes to the processing schedule, the player will be informed accordingly.

As the player's verification has been successfully completed, the first withdrawal has already been paid, and the remaining withdrawals are being processed in accordance with our Terms & Conditions, we believe all concerns raised in this complaint have been addressed.

Should Casino Guru require any additional information, we will be happy to provide it. Otherwise, we kindly ask whether this case may now be considered resolved and closed.

Best regards,

Baloo Team

Thank you for your assistance.

At this stage, I do not believe the complaint should be closed yet.

While I appreciate that my account has been successfully verified and that I have received the first withdrawal of €1,000, I still have €9,000 in pending withdrawals that have not yet been paid.

The casino has confirmed that the remaining withdrawals will continue to be processed according to their Terms & Conditions, but they have not confirmed when all outstanding withdrawals will be completed.

I would therefore kindly ask that this complaint remains open until all of my pending withdrawals have been successfully paid.

Thank you for your continued assistance.

Dear Luci030502,

I wanted to let you know that I will keep the complaint open until you receive another payment from the casino. Once you have done so, I will proceed to close the complaint. However, should you experience any further issues, please feel free to reopen the complaint at any time. I kindly request that you keep us updated regarding the receipt of any additional funds from the casino. Thank you for your continued support and cooperation.

Thank you for keeping the complaint open. I have received one payment, but I am still waiting for the remaining balance. I will inform you immediately once I receive the next payment. Thank you for your assistance.

Dear Luci030502,

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.