The player from Germany had his account blocked due to allegedly forged documents. After recording a verification call with the player and sending it to the casino, the casino decided to pay the player. The issue was successfully resolved.
BiamoBet Casino - Player’s account was blocked.
Amount: €600
BiamoBet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello, I have not played any forbidden games nor have I bet the max bet. The casino accuses me of having edited my ID or the screenshot of my ID with Photoshop (after the payout I was asked to verify myself. As always, I uploaded all the necessary documents). Then I was asked to upload the documents again. I then did this with new photos that I made again. Several days have passed and now they are telling me that my account remains blocked due to the violation with the screenshot edited with Photoshop. 1. I don't use Photoshop 2. I don't understand what they want from me. I have screenshots attached
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2 years ago
Dear Khalid,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the licensed casinos takes KYC lightly.
Could you please clarify if a picture of your ID or a selfie caused the unsuccessful KYC verification?
When sending pictures to casinos, please bear in mind these important guidelines.
- Do not edit the image in any way
- The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)
- When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing
Could you please forward documents that have been sent to casino to petronela.k@casino.guru?
Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Hello Petronela. Thanks for the answer . I have uploaded a picture of my ID card. I use this picture at every casino and have never had any problems. I also didn't use Photoshop or anything like that. Especially since the casino informed me the first time, the support named Arthur told me I should upload the ID documents again. I then did that with new fresh documents. So I re-recorded this. Then I waited another week and now they say I'm blocked or I can't pay out.
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2 years ago
Thank you very much, Khalid, for your reply and forwarded emails. Could you please forward any relevant communication between you and the casino as well? Have you been offered to pass a Skype verification or any other video verification call?
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2 years ago
Translation
Unfortunately only this conversation was screened. No, they didn't give me the opportunity to verify myself live. For the one time they gave me the opportunity to re-upload everything. I did and then came the ban. greeting 
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2 years ago
Thank you very much, Khalid, for providing all the necessary information. I do apologize for the late response. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hi Khalid,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite BiamoBet Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Greetings, Dear player, Casinoguru
Please clarify the matter once again, what information you need to provide and what you are interested in.
We will be glad to help you solve the problem.
Best Regards,
BiamoBet Team
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2 years ago
Translation
Hello Biamo Casino,
it was really a pleasure to play for you. I felt comfortable . The support named Arthur was also friendly and fast, but the verification did not go smoothly. I have not used Photoshop or any other image modification program. I am accused of this and therefore my account was blocked. I uploaded everything again and then my account was blocked. I have signed up at many casinos and have never had any problems verifying and never been scammed or anything like that. I ask for a clarification of the matter because I am willing to continue to deposit in your casino because I liked this one very much. After the matter has been clarified, I will pass on the fact that the Biamo Casino is a pleasant casino. Thank you in advance and I wish you a nice week ☺️
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2 years ago
Dear CasinoGuru,
Unfortunately we will not be able to provide any new information on the player's situation.
According to the KYC requirements and the rules of use of the site the player violated the rules on verification, specifically on the editing of documents according to paragraph 13.8 (signs of photoshop being used)
We would like to ask you to respond if violating these rules of our casino is not a reason to block players account, which we strongly disagree with. Any editing of documents and attempt to pass KYC is a serious infringement and entitles the player to be blocked.
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2 years ago
Dear BiamoBet Casino team,
Could you please provide any evidence supporting your claims (peter.m@casino.guru)? All sensitive information can be blurred out.
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2 years ago
Dear CasinoGuru and player, we clarify information about this issue.
So sorry for delay answer.
Regards.
BiamoBet Team
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2 years ago
Translation
Dear biamo team, I assure you that I have not used Photoshop. There is no Photoshop on the iPhone. I enjoyed playing with you and ask you to clarify the matter
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2 years ago
Dear СasinoGuru, the evidence was poisoned at the address from our mail support@biamo.bet
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2 years ago
Dear CasinoGuru. You have been sent the requested documents with the subject of the letter "complaint" from our mailbox support@biamo.bet . Please check
Regards.
BiamoBet Team
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2 years ago
Translation
Dear biamo team,
Again: I didn't use Photoshop or any other image editing program. Even if then not to falsify data or the same but I have not used anything. I used the documents that I usually use for verification. And I was even given the chance to re-upload everything by support named Arthur. I took and uploaded every single photo again. I ask you to transfer the outstanding amount to my mifinity account. Kind regards
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2 years ago
Dear BiamoBet Casino team,
Thank you for the email, I responded and asked for some additional information.
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2 years ago
Dear CasinoGuru, the documents have been sent to your email
Regards.
BiamoBet Team
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2 years ago
Thank you BiamoBet Casino Team.
Hi Khalid,
I sent you an email, let me know what you think.
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2 years ago
Translation
Hi Peter . Yes that is a very good idea. We are happy to start a video call with a live broadcast of me and my documents so that biamo can see that it's me. Because I have not adulterated or the like . I am properly verified in every casino.
greeting
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2 years ago
Dear BiamoBet Casino Team,
I sent you an email regarding the aforementioned ID. Since it would be hard to fake the ID during a video call, I made kind of a verification call with the player to see if the data on the ID was tampered with or not and it looks legit. The video is attached to the email. Let me know your thoughts.
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2 years ago
Translation
Dear Casino biamo team,
I ask you to pay me my winnings. I enjoyed playing with you and it gave me a lot of joy. I can assure you that I have not used Photoshop and that all documents are in perfect condition. These are the documents where I am verified everywhere. I have complied with all bonus terms and conditions. I will certainly not deposit after the matter has been clarified. Sincerely, Khalid Zaoui
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2 years ago
Dear casino Guru,
we will look through the video and get in touch to let you know our opinion according it!
Best regards,
BiamoBet Team
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2 years ago
Dear CasinoGuru,
Thank you for providing us the video.
That is enough for us to open the account for the player!
dear Khalid be informed that account is opened!
If you will have any question feel free co contact our Live Chat support 24/7.
Best regards,
BiamoBet Team
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2 years ago
Translation
Dear biamo team,
Unfortunately I can not reach the page . Since when does the page from Germany stop working? I then uploaded all my documents. Can you please pay me the winnings manually? Via mifintiy for example?
greeting 
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2 years ago
Dear Khalid,
Please provide your bank details to be able to make the transaction for you!
Best regards,
BiamoBet Team
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2 years ago
Translation
good evening biamo bet
should I share the data here? Or via email ? If so, to which email?
greeting
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2 years ago
Dear BiamoBet Team,
Thank you for looking at the video and reconsidering your position.
Dear Khalid,
Please let me know when you receive your funds.
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2 years ago
Dear Khalid,
You can send your bank details to our email - support@biamo.bet
Best regards,
BiamoBet Team
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2 years ago
Translation
hello biamo,
is done . The email with the data has just been sent. greeting
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2 years ago
We just received a message confirming that Khalid received his funds.
Dear Khalid,
I'm glad to hear that you received your payment. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
