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Subject: Withdrawal Delayed Since June 10 – Repeated Claims That Documents Were Not Received

I am filing this complaint regarding Baloo.bet and an unresolved withdrawal of approximately €5,000.

I submitted my withdrawal request on June 10. The casino initially paid a smaller withdrawal of €1,000, which demonstrates that my account and payment method were capable of receiving funds. However, the remaining withdrawal has been stuck in "Pending" status ever since.

During this period, Baloo.bet repeatedly requested verification documents. I provided all requested documents and later also submitted the verification video they requested. The problem is that each time I send the requested information, the casino claims that they did not receive it.

I have evidence showing that the emails and attachments were successfully sent. Despite this, support continues to state that the documents or video were not received, and new delays keep appearing. This has happened multiple times.

At this point, I am becoming increasingly concerned that the verification process is being used to delay or avoid payment of my legitimate winnings. I have fully cooperated with every request, submitted all required documents, and followed all instructions provided by the casino.

I respectfully request that Baloo.bet either:

Complete the verification process immediately and process my withdrawal; or

Provide a clear and documented explanation as to why my submitted documents are allegedly not being received.

I am prepared to provide screenshots of my emails, proof of submission, chat logs, and any other evidence required.

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 Hoog,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello Casino Guru Team,

I am submitting a complaint against Baloo.bet regarding an unjustified delay and unreasonable verification demands on a remaining withdrawal balance of €5,000. 

I recently won a total of €6,000 on this casino. The casino has already partially verified my account and successfully processed a payout of €1,000. However, they are now withholding my remaining €5,000.

To complete full verification, I have already provided the casino with:

1. A high-resolution, clear color photograph of my official passport.

2. A verification video of myself holding my passport next to my face.

These documents unequivocally prove my identity, age, and that I am the rightful account holder. Despite this, the casino is now demanding that I provide a "notarized copy" of my passport before they will release the remaining €5,000. 

Requiring a physical notary stamp for a standard player withdrawal is an obstructive, disproportionate, and predatory stalling tactic designed to delay my payout. It exposes my sensitive legal data to unnecessary risks and places a financial and administrative burden on me. 

Since they have already validated my identity enough to pay out €1,000, there is no legitimate regulatory reason to hold the remaining €5,000. I request Casino Guru’s assistance in mediating this issue so that Baloo.bet approves my documents and processes my remaining funds immediately. 

Thank you for your help.

Update: I made a reservation with a noterie to get the notarized copy of my passport and finally get it copied. I've sent them both the notarized copy and my bank transactions. I hope that I'll be getting my money soon. I will be updating this post.

Dear Hoog,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

ı've sent them all the documents but nothing has happened so far

Dear Hoog, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

1-) So like I said before, I won 6k euro, they sent the 1k then still waiting for the 5k.

2-) Their KYC verification is a joke. Firstly, they asked for my passport and a video of me holding the passport. I sent them no probs. Then they sent a mail again asking for bunch of stuffs like; A video of me saying my full name, the date on which the video was taken, showing the room in which i reside to show them that there are no 3rd parties. And lastly they've asked a notarized copy of my passport and my bank transactions. I already sent them everything they asked, then I contacted the live chat and they've said it will take 4 bussiness days to verify the documents, yet nothing. I asked the live chat again and they said that they don't know when the documents will be verified.

3-) No bonus, my own deposit without any bonusses.

4-) I played casino games like athena 1000

5-) I'll share everything here.

Update: They just send another 1k. 2k euro has been deposited so far. Remaing 4k:

Dear Hoog,

Thank you very much for the update.

I am glad to hear that you have already received an additional €1,000 payment. To better understand the current status of your case, could you please upload a screenshot of your currently pending withdrawal(s) from your casino account?

This will help us verify the remaining amount still awaiting processing and assist us during our investigation.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla

Dear Hoog,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru