Baloo.bet Casino - プレイヤーが繰り返しアカウントの閉鎖を要求します。

I have send them more then 20 e-mails and mentioned that i want to close my account. I also told them i have a gambling addiction and that i don't want to play. It took to long so i asked 16 days ago for a deposit limit (as you can see).

I asked for a closure and limit on the 15th of januari and after that i made 53 deposits with a total amount of 1.445 euro with no withdraws . Losing is part of the game but come on when i beg for a closure and mail them more then 20 times about this. That is in my opinion a big scam! When i contact the chat the litterly keep saying '' We have informed your VIP manager that you have been waiting for a response for so long. Please wait for a reply!''

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Dear Player,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Terms and Conditions and this is what I have found:

Self-Exclusion:

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain to you all the future steps and what is needed from you.

email: support@baloo.bet

Please keep in mind that Self-exclusion is permanent for the set time span and will not be undone for your own protection.

During Self-Exclusion, you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Additionally, could you please forward your self-exclusion request? You can reach me via email at attila.g@casino.guru, or you can attach screenshots here.

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

Best regards,

Attila

I send you the e-mails (with different mail adres) same name. I asked for more the 15 times to close my account since the11th of januari. I also asked for a deposit limit on the 13th ofjanuari. Just to avoid playing untill my account is closed.

Dear Player, thank you for your email. Unfortunately, I was unable to find mention of gambling problems or self-exclusion in the email you have provided. Could you please forward your original self-exclusion request?

Thank you for your patience and cooperation.

Dear Player,

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.

You did not check the e-mails otherwise you would have seen it.

I've send them 24 e-mails for a closure since januari!

I asked them for a closure and mentioned in januari i have a addiction.

This was on 25 of januari. So that means the limit had to be settled on 13th of januari of 1 euro a month. Then i would never had deposits al the above ones.

Dear Player,

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, Igor (igor.p@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,

Attila

Dear GinoS,

I am sorry to hear about your problem with Baloo.bet Casino.

I will now try to contact a Baloo.bet Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Baloo.bet Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

more then 40 mails later i even send them whatsapp but they ignored me

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Thank you for sharing your concerns. We understand your frustration and want to assure you that responsible gaming and player protection are very important to us.

Please note that the self-exclusion procedure is clearly outlined in our Terms and Responsible Gaming policy. According to these terms, players who wish to self-exclude must contact our support team directly via email at support@winhero.com and specify the desired self-exclusion period between 6 months and 5 years. This process ensures that the request is properly verified and applied to the correct account.

As stated in our Terms:

"In case you are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything that does nothing good for you. ‘Self-Exclusion’ means that you exclude yourself, out of your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years."

To proceed with the request, please send the self-exclusion request to support@winhero.com from the email address registered on your account, clearly state the reason for the request, and specify the self-exclusion period (between 6 months and 5 years).

We understand your concerns and we are ready to help. Once we receive the request following the procedure described in our Terms, our team will review it and proceed with the self-exclusion as soon as possible.

53 mails later and they still keep saying to contact them by e-mail.

Dear GinoS,

I have checked all the screenshots you have provided in this complaint so far. I noticed that you sent your requests to a vip@ email address or as replies to promotional emails.

Could you please provide the first separate email you sent to the support@ email address, in which you mentioned "self-exclusion," "gambling problem," or similar terms?

Thank you for your cooperation.

Dear GinoS,

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.

I send e-mails to both adresses.

Dear GinoS,

There seems to be a misunderstanding.

Could you please clarify when you sent the first self-exclusion request to the @support email address, and confirm that it was a separate email rather than a reply to a previous message?

Additionally, could you please provide any evidence of this?

Dear GinoS,

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,
Igor
Casino.Guru

Dear all,

I would like to inform you that the player has provided crucial evidence that is sufficient to reopen this case.

Dear Baloo.bet Casino,

The player has provided email communication in which he was informed that his account can only be closed via his VIP manager. Additionally, the player has already provided a screenshot showing a request to close their account due to a gambling-related problem to dedicated emall address. Please review the screenshots.

Could you please review them and provide any and all relevant information?

Dear Casino Guru Support Team,

Please be informed that the player’s account was officially closed on 08.04.2026.

We would like to apologise once again for the negative experience the player encountered during the handling of his request.

Januari / begin of februari i told you i got a addiction and litterly begged for a closure.

I made so many deposits after i told you this. Thanks for the closure but what about al the deposits i made that i shouldn't be able to make?

Dear Baloo.bet Casino,

Thank you for your quick reply; however, you did not address my questions. Please refer to the following message:

The player has provided email communication in which he was informed that his account can only be closed via his VIP manager. Additionally, the player has already provided a screenshot showing a request to close their account due to a gambling-related problem to dedicated emall address. Please review the screenshots.

Could you please review them and provide any and all relevant information?

Based on the screenshot, the email was sent to vip@baloo.bet, not to support@baloo.bet

At the time, the client was escalated to the VIP team because the support team was not informed that the client had a gambling addiction. Once escalated, all further communication was handled by the VIP team.

However, as previously stated, in order to proceed with self-exclusion due to gambling addiction, the client must contact us directly via support@baloo.bet, clearly stating their situation. This ensures the request is processed correctly and without delay.

That is NOT true!

Suddenly i had to contact support but you replied on the 6th of februari that the closure has been send to the right department.

And it has been closed on the 8th of april! So the department received on the 6th of februari i got a addiction and i send more then 30 mails in the time between.

So your department had 2 months the time to close it so this is NOT true what you said!

Dear Baloo.bet Casino,

Could you please share the original conversation with the player that led to them being instructed to write an email to vip@baloo.bet?

Additionally, what steps were taken once the player informed vip@baloo.bet about their gambling problem? Please feel free to share any and all relevant evidence regarding this.

Thank you for your cooperation.