Delayed account verification

I have made a complaint to casino guru regarding baloo2121.bet

My issue is that on September 30th I uploaded a photo of myself holding my driver's license and a piece of paper that says the number 2909.

I have been told that the verification time is 6-7 days, maybe more.

My account has reached over €20,000.

So it's a large amount and I don't see anything being done about it yet.

They had charged me last week for 2 withdrawals of the €500 I had made but since then they had stopped making payments.

Now at this moment I have 9 withdrawals of €1000 and a balance of €14550.

I have seen that in casino guru there was an incident with a player who struggled for almost a month to get the money of €9500.

Jana had contacted him and the casino.

And my issue is that after the photo with the diploma and the paper, they will tell me to take a video like they did with the other player, and that takes even more time.

In the end, he was somewhat vindicated from what I read by getting €1000 every Monday.

At least I know if this is going to happen so I can calm down.

I've been very stressed psychologically.

It's a lot of money and I'm thinking about taking it.

I've thought about going to a lawyer too.

What can I do? I think about it every day.

The whole verification thing is too much of a delay, this can't be done

This is the first time this has happened to me...and the worst part is that they don't inform me of anything.

I have taken a lot of screenshots with withdrawals, balances and live chats.

Can you help me? I need you!!

With that much money waiting to be withdrawn, I understand why the uncertainty is stressful. However, another player’s experience doesn’t mean you will face the same document requests or receive the same payment schedule.

You submitted the selfie on September 30, so around six days have passed. That is still within the 6–7 days they quoted and the 14 days we generally allow for verification. Ask support whether the photo has been accepted and whether anything specific is still missing.

Your complaint is already open, so please continue communicating with your assigned Complaint Specialist and give them time to investigate. Keep your pending withdrawals in place and avoid playing with the remaining balance while you wait.

Did the two earlier €500 withdrawals actually reach you, and when did you request the first of the nine €1,000 withdrawals? Those dates will help clarify the payment delay separately from the latest verification check.

Good evening

they had entered between the 29th and 30th of the month

I requested the first withdrawal of 1000 euros on 30/09, that is, the first five

I just haven't gotten any answers from the specialist, that's why I posted here too.

In the live chat they don't tell me anything about the financial part or the verification part.

They only tell me that they have been informed and your request will be looked at by specialists.

Also, the relevant department has not informed me at all or even a little bit about the photo or the many emails I have sent to tell me

That's why I'm very worried because they're barely answering me.

and the vip manager who I speak well to in emails tells me the same thing

no update with verification

Thanks

here is her answer now

Now what should I think?

Bella’s emails are reassuring in tone: she says your request needs a check by the finance department and that you will be paid. However, she hasn’t confirmed that verification is complete or given a payment date, so I would treat this as an update rather than confirmation that the withdrawals have been released.

You’ve also clarified that the two €500 payments arrived on September 29–30 and that the first €1,000 requests were submitted on September 30. Receiving those earlier payments is encouraging, although it doesn’t guarantee when the remaining ones will arrive.

I understand why the uncertainty is weighing on you. Your complaint is already open; please allow your Complaint Specialist time to respond. The timer in the complaint shows the current response window. For now, there is no confirmed refusal to pay in these emails, and we shouldn’t assume the worst.

Good morning and thank you

The question is what will happen if many days pass without any update?

Should I go to a lawyer? Will he be able to do anything about this?

Is the company a scam? Will I get my money back?

Do you understand what I mean?

How long will it take to get my money? Will I get it all? Or will they give me 1/4 of my money? So nothing?

thank you, jaro

I understand, Alexa, you want to know whether you will receive the full amount and how long you might have to wait. Unfortunately, we cannot confirm either yet. The delay alone doesn’t establish that the casino is a scam, and nothing you’ve shared confirms that they intend to pay only part of your winnings.

Today marks about seven days since your September 30 submission, so you’re reaching the verification timeframe they quoted. If there is still no update, let your Complaint Specialist know. The 14 days we generally allow for verification isn’t a guaranteed payment deadline, but you shouldn’t be left waiting indefinitely without an explanation.

You can consult a lawyer about your options, although I cannot tell you whether that would secure payment or speed things up. For now, your complaint is already open, so please give our team time to assess the situation. Keep your withdrawals pending and avoid playing with the remaining balance.

That's what I'm saying, I can't wait in general without information.

So are they doing it on purpose? They haven't sent me anything.

What happens after 7 days pass without any update?

From what I see, the representative of my complaint will answer me in a day.

and the most important thing because I'm going crazy is that in the event that they reject me in the verification, will I have to start over again? Should I wait so many more days? I need to know if what I sent is as it should be!

If I don't hear back from the bookmaker, I'll message him again.

I generally don't gamble with my money..I said I won't gamble again at the bookmaker until I start making withdrawals and the money comes out.

When the money comes out then I can play.

If they reject the photo, that doesn’t automatically mean starting the entire verification process from scratch. They should explain what is wrong and what needs correcting. A replacement may take additional time to review, but we would still consider the overall delay rather than treating every new request as a fresh waiting period.

Passing the seven days they quoted doesn’t automatically trigger payment or prove deliberate stalling. It does give you a reasonable basis to ask for a concrete update: has the photo been checked, and is anything missing? I cannot confirm from the forum whether your submission meets their requirements.

You mentioned that your Complaint Specialist’s response window ends in about a day, so please allow that time and keep the complaint updated with any reply you receive. It’s sensible that you’re leaving the balance untouched while waiting.

One good thing that both the manager and the live chat said is that once what I sent is verified, the payments will be processed.

Also, on the 29th of the month, the relevant department had sent me a message asking what to do with the photo of me holding my driver's license and the paper that says 2909 so they could see my ID.

I send them one by one and I did them differently but not as I wanted.

The next day, exactly the 30th of the month, they send me again and tell me again what to do.

Very quick response, well done to them

I did it as it was written and they haven't notified me since.

Does it make sense?

And without exception this

The live chat tells me that the entire verification process can take up to 2 weeks. So two weeks without any update?

and in case other documents are needed immediately after as I saw with another player with the video and some other papers? What will happen then? Will I wait another two weeks without any update to see what will happen?

uh no, what a shame

I understand why hearing "up to two weeks" after being told 6–7 days feels frustrating, especially without confirmation that your corrected photo has been accepted. Their statement that payments will follow verification is encouraging, but it still leaves the timing unclear.

Additional documents are a possibility, not something we know they will request in your case. Another player’s video check doesn’t mean you will need one too. As mentioned earlier, a further request would not make the time you’ve already waited irrelevant.

Your complaint is already open, so please add this revised timeframe there and allow your specialist to respond. You’ve explained the situation clearly; there’s no need to keep repeating it to support while waiting for a substantive update.

Okay, thank you very much.

A while ago, after 7 days, they sent me almost the exact same message they had sent me at the beginning about what I should do with my driver's license and the paper that says 2909.

Without explaining to me why it was rejected

I think it's because my hands weren't fully visible in the photo.

I sent them an email straight away after taking new photos, a photo showing my entire hands, my clean driver's license and the paper with the number.

The thing is, they didn't explain to me why they rejected the photo.

They can't reject me again now because the photo is just the way they want it.

In case of rejection, I will send you their email and the photo I took so you can tell me how to proceed.

Thanks

Receiving the same instructions again without an explanation understandably leaves you guessing about what needed correcting. The casino should clearly identify any problem with the photo. Your hands not being fully visible is still your assumption, rather than a reason they confirmed.

You’ve already sent a replacement, so let’s see how they respond. I hope it meets their requirements, although I can’t guarantee acceptance from here.

Regarding your last point, please follow our Complaints Team’s guidance on how to proceed. If another rejection arrives, share the email and any requested documents privately through your existing complaint. 🙂

I believe everything will be fine.

I don't see it going well.

They don't inform me about anything, they don't answer any of my emails.

And right now I have withdrawals totaling €15,000 from 15 withdrawals of €1,000 and a balance of €10,000

Here's what they keep saying and giving hope

If the account is validated and withdrawals actually start, then I will believe it.

They can't do a proper update, they can ask the relevant department where, what, how, when.

I'll give you a little information so you know what happened.

in case of any delays from the casino without giving me the money

Thanks

Thank you for the update. Given the extremely low safety index, I would prefer to see some action taken rather than another assurance. Let's stay in touch to see what actually happens next. Hoping for the best, of course.