BiamoBet Casino - Player's bonus hasn't been fully credited.

Hello,

i am just writing this complaint to put its mark down after what they did to me, i explained it in my review. I want to prevent other players that this casino has fraudulent methods.

I have made a deposit using first bonus deposit and lost. Then i made another one using the second deposit bonus, which is 200 free spins, separated in 50 free spins for 4 days in a row. I was able to play the first part and unfortunately i lost.

I connected the next day to play my other 50 free spins but i could not because when i try to log in in the game where my free spins are, i receive a message telling me i have no funds so i cannot play.

I contacted the support but instead of helping me, he was proposing me deposit.

I told him to add a cent in my account so i can play my free spins as it was promised in the deposit bonus. He refused.

I came the next day to see if the problem was fixed but it was still the same. So i contacted support again and again, it was the same answers.

To conclude, this casino should be blacklisted. I am sure they blocked entrance into the games when the balance is 0 on purpose to stop players from using their free spins, like me for example.

In any other casino i played, and i am playing for 10 years, i never had to have balance in account to be able to enter in a game.

There are a lot of other incoherent things on the casino. For example, you can buy 10 euros for 1k points but to buy 50 euros, it costs 50k, you better buy 50 times 10 euros.

I will make screenshots of proofs if you need them.

Best regards,

mrmileena

Dear mrmileena,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you could only play with 50 free spins out of 200?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

thank you for your message and for approving my complaint.

Yes, you are right. I only received 50 free spins from the 200 normally promised in the deposit bonus terms.

I have contacted the chat first time and i talked to Arthur. I asked him how to use the next 50 free spins parts but all he was telling me is that i cannot play them because i do not have money on my balance. He also proposed me a bonus of 150 % if i deposit, which of course i declined.

In this casino, you cannot log into a game if your balance is 0, and it is written nowhere in their terms of the bonus that we need to have balance to play free spins. For me, it is a fraud to offer free spins bonus in 4 parts if you cannot log into the game if you lose the first part.

I connected to the casino the following day to see if the problem was fixed but no, i still could not log into the game. I contacted chat again and it was Alice this time. I got same answer, she proposed me to deposit only 5 euros so i can play the free spins. I declined of course, i do not have to make another deposit to be able to play a previous bonus .

I then went to write my complain here. After that, i prevented them that i have posted a complaint on your site.

A couple minutes later, i received a mail from the support, here it is:

Dear customer,

The second deposit bonus with free spins has the following conditions:

50 free spins in {game_name} on your second deposit

The maximum win amount with an active bonus is 250 EUR/USD or equivalent in account currency

Wagering: 40x bonus sum

Maximum bet: 5 EUR/USD or equivalent in account currency

Bonus expired in 7 days.

Please provide us a screenshot of when you were promised free spins and for which bonus exactly.

This is all crap because the bonus clearly mentionned we have 200 free spins in several parts.

I replied them this:

Hello,

i have been talking with your support for like 2 days about it, do not act like you do not know anything.

You know your bonuses, no need to explain you.

On 2nd deposit bonus, we were awarded 200 free spins, 50 per day in a period of 7 days. You can see the bonus still active in my account. There is no need to cancel it by the way i already took screenshots.

I connected the other day to play my next 50 free spins but since my balance was 0, it is impossible to log in the game. So why propose free spins bonuses if players cannot log in the games to play them. So i have to deposit again to be able to play my bonus i received from the previous deposit bonus ? This is a fraud.

My complaint has been submitted on Guru, i wait it is approved so we talk there. I want to put your mark there more down and to prevent players of your inacceptable behaviour and scam.

Once this is done, you will be denounced to the swiss gambling commission as well so all swiss players are blocked from your site, just like i did about your luckycrypto casino. Do not worry, it just takes time to be put in place but it sure will, time will tell you.

You should be ashamed to act like that just for free spins lol.

The replied me this:

The 200 free spins which are part of the welcome bonus set will be added in installments of 50 free spins over 4 days (if the player has access to this bonus and has fulfilled all the conditions for receiving it). The first 50 free spins will be added as soon as you deposit, and then 50 more every 24 hours until all 200 free spins have been awarded. Please note that canceling any part of the welcome bonus at any stage will also result in the cancellation of all subsequent parts of the bonus under this offer.

I replied this:

Hello again,

every condition was met, the 200 free spins are normally on my account. This is not the problem, the problem is that you block access to games for players when the balance is 0, so it some other words players cannot play their free spins bonus, so you are a scam.

See you on guru, that is all i will say, since you are always responding witha copy paste i already explained.

From this mail, i had no answers.

I will send you screenshots of the concerns to your mail so you can check yourself the bonus terms and that it shows me deposit page when i try to log into the game to play my free spins. I will also send you the bonus buy section which is really suspicious: echange 1000 points for 10 euros and 50000 for 50 euros, it is nonsense.

Thank you for your future reply.

Best regards,

mrmileena

Thank you for your reply, mrmileena. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello mrmileena,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BiamoBet Casino to the conversation and to aid in the resolution of this complaint.

Dear BiamoBet Casino,

Can you please clarify the reason for the player being unable to access the games/free spins?

Greetings. All the details about the bonuses and their crediting can be found at this link - https://www.biamo.bet/en/contacts/bonus-tc

After activating the bonus, the player needs to have enough money on the main or bonus balance to be enough for at least one spin. If the balance is zero, the player will not be able to continue playing the slots.

The 200 freespins which are part of the welcome bonus set will be added in installments of 50 freespins over 4 days (if the player has access to this bonus and has fulfilled all the conditions for receiving it). The first 50 frispins will be added as soon as you deposit, and then 50 more every 24 hours until all 200 frispins have been awarded. Please note that cancelling any part of the welcome bonus at any stage will also result in the cancellation of all subsequent parts of the bonus under this offer.

Hello BiamoBet Casino,

Thank you for your response. I have looked at the terms and found this:

"27. Please keep in mind that the bonus is canceled automatically if the amount in the game balance is less than $0.05 (or the equivalent in another currency)."

I can see how this rule can be valid when playing with bonus money, but no funds are required to play with free spins.

The player has deposited in order to receive an advertised amount of free spins, surely they should be able to receive them, regardless of how much money is in their account?

Hello Adam,

Thank you for your time and your help.

Yes, you are right. As I read this and as I am playing casinos for several years, this term for me is when you play a bonus with a percentage amount on deposit. I have always been able to play free spins on other casinos, I never had to have money in balance, they are automatically added.

And nothing to do with it, but as soon as I mentioned their nonsense buying bonus shop, they changed it and fixed the cost in diamonds lol. Now, 50 euros bonus cost 5000. A casino which change rules and do not respect its own terms and conditions should not be operating.

To conclude and prove that the casino is lying and trying to find an excuse, my balance was 1 cent for 24 hours and the bonus wasn't canceled as you could see. It wasn't even canceled when it was 0, so if the free spins bonus stays on account, it means the term is definitely for bonus money you mentioned.

Thank you for your help Adam.

Best regards,

mrmileena

Hello,

sorry for the double message but i just want to write that the casino replied me 1 week later. After several mails they proposed me this:

Dear customer,

We are willing to give you a certain amount for freespins in case you will delete the negative review.

I replied this:

Hello,

What do you propose... What are the conditions of it? Write it clearly, I'll see if I accept or not.

And they replied this, please do not laugh:

Greetings! We can give you €0.5 when you delete the review. Let us know if you're interested in it.

I ended conversation by writing this:

Hello, 

0.5 euro, so 50 cents for a 150 free spins you stole from me... And you find it correct? 

There is no way I'll accept that. I would probably have at least 30 euros with these 150 free spins.

I refuse and the review and complaint stay.

Isn't it laughable? 🙂

I also want to say that they changed their bonus buy section again, now we can only buy 10 euros or 50 free spins and the price for it went from 1 thousand diamonds to 10 thousands, it says everything about the casino. I am there for like a week and they changed the bonus buy sections like 4 times. I have taken screenshots in case you need to see it.

Best regards,

mrmileena

Hello mrmileena,

Thank you for the additional information.

There has been no further response from the casino so far, we will allow some more time for their reply.

Greetings, Adam.

Unfortunately, we can't give players free balances upon their request. 

Player should have a minimum balance of 0.5 Euros to interact with spins in our casino, so we've offered the player a €0.5 minimum credit so he may continue to use the freespins. 

At the moment he has the option to use the freespins available to him, and if that is not enough for the player, we have nothing more to offer.

Best wishes,

BiamoBet team

Hello,

First of all, it is written nowhere that we need to have balance in account to be able to play free spins. In any other casino, I saw such things.

Then, I proposed the casino to add a balance the time the bonus was active (24 hours after the bonus was received, so there were 6 days left to play the 150 free spins left). I wasn't able to play my free spins so I contacted them to add a cent so i can connect to games but they refused and told me that if I wanted to play them, I had to deposit and they proposed me a deposit bonus offer, which of course i declined.

i connected the next day, so 24 hours later to ask the same thing and again, it was refused and I was told by Alice to make at least 5 euros deposit, this way i will be able to play them. I declined again.

It is funny they want to add a 50 cents for free spins now because the bonus time is over. Free spins aren't available now since 7 days has passed. They are really vicious in my opinion.

Dear BiamoBet,

Could you please clarify if, upon the addition of the 0.5 Euros, the player is going to be able to use the outstanding amount of 150 free spins? How long will they have to play them?

Dear Adam,

All along, the player has had the opportunity to use freespins, subject to having a minimum amount on the balance for spins. 

The player has an active bonus and can use the remaining freespins

Dear Biamobet,

Thank you for the response. To make sure I understand properly, you are stating:

• you will add 0,50 EUR to the player's account so that it has an active balance.
• This will allow the player to be able to use the 150 free spins that are outstanding.

So the free spins will not have expired? Will the 150 Spins be granted to the player at the same time to prevent this situation from arising again?

Dear Adam,

What the casino is trying to say is that my free spins were available during one week and that it is my fault for not depositing again to have enough balance to be able to play them.

As you have read I have asked them to add a balance when the bonus was active but they refused. Now they are blaming me because I didn't play them, but how could I play them when you cannot log in games if your balance is 0, which is weird in my opinion.

They want to add the 50 cents balance now because free spins time is over and the bonus is not active, so I cannot play them. The only way I would be able to is that they add 150 free spins manually and as you can see and read, they are not willing to do it and their explanations are not clear.

It is not hard to add free spins on a player account so he can play them, especially if the player deposited to have them.

Hello Adam,

Just to inform you that they added the 50 cents but free spins aren't on account.

I contacted them 2 days ago to ask to add them so I can play, but I haven't received any answers yet and the free spins are not added and available.

Best regards,

mrmileena

Dear Biamobet,

Please clarify the situation regarding the outstanding spins, will they be made accessible to the player?

Hello Adam,

I am sorry but they are really getting on my nerves.

Now, they are explaining me how a bonus system works, like I don't know.

The problem was clearly explained, what to do is clearly explained but they still act like they do not understand.

I think you should put this as unresolved and put their mark down since they refuse to add the free spins. I am really tired of writing 100 times, I feel either they are not reading properly or they are just damn stupid.

Best regards,

mrmileena

Here is the last mail received:

Once you activate a free spins bonus, you will be awarded a certain number of spins for the slot specified in the bonus.

To find out which slot is available for freespin wagering, you will need to go to your profile. Then, in the bonuses section, by clicking on the bonus information icon, you will see a detailed description of how the bonus works and the name of the slot in which you will have freespins available.

(screenshot -https://prnt.sc/tDeXrpvYUGue)

You can find the slot you need by using the search on our website.

(screenshot -https://prnt.sc/hCo4RPrs8hEU)

Thanks and Regards

I honestly don't know what to say....

Dear player,

We sincerely apologise for any misunderstandings in this situation.

The 150 freespins will be awarded to you manually. (Slots - Mr.Macao) 

We have currently activated 100 freespins for you, please check their availability. Once the 100 freespins have expired, we will add another 50 to your account.

Best Regards,

BiamoBet Team

Hello,

Alright, thank you.

I'll check on that tonight after work and I'll inform here if everything is correct.

Best regards,

mrmileena

Dear Adam,

They have added the free spins but I am not satisfied.

They added the spins on one of the worst provider and the bet was reduced from 18 cents to 8 cents per spin. This is crap.

On the 100 free spins, I only won 4 euros. They chose the worst game where you can only win up to 3 times bet. On the other game I got the first free spins, I would certainly have won more. I do not understand why the change and why not put the free spins on same game with same value spin.

The bonus of 4 euros is in account, I refuse it. I am sorry but this is absolutely not fair compared to the first spins I played.

I let you decide what to do.

Best regards,

mrmileena

Hello mrmileena,

Thanks for the additional information.

Dear Biamobet Casino,

While we appreciate your crediting of the free spins to the player, can you explain the reason for the change of game/bet per spin?

Dear Casinoguru,

The player initially had no complaints about the slot we offered to activate the freespins.

The previous bonus expired due to the fact that the player did not use it in time, and did not agree with the condition of having a minimum amount of funds on his balance. 

We credited the player with the remaining 50 freespins in Mr.Macao slot, and the player can use them.

Hello,

I said I will say it after work and I will inform here.

Why I didn't complain initially? Well, I did not know that game at all since it is a Betsoft game and I do not play them because they are crap. I found out yesterday after work. In plus, I thought you would be fair enough to offer same value bonus as the one I was promised in the first place.

Having a balance on account to be able to play the slots is mentioned nowhere in the casino so how could we know since we never see such things on any other casino, except the scam ones.

Then, you didn't answer to the question why make the bet lower than previous free spins?

Hello Adam,

Here is the reason I received from them:

Dear Valued Player,

This decision to award you a freespin on another provider's game has been made based on a previously activated bonus.

Unfortunately we are not able to provide you with an alternative.

This is all crap to me since the previous bonus, the one with the 200 free spins bonus, was on the game cherry fiesta with a 18 cents spin bet, so I should have received the free spins on that game or any other equivalent.

I replied them this:

Hello,

No on the previous bonus, the 200 free spins, the game was cherry fiesta and I should have received the 150 free spins on that game and the value of free spins was 18 cents.

You changed the game and put 8 cents on bet, I'm not stupid so I refuse it because it's unfair to put everything on your favor.

The complaint stays.

Thank you Adam.

Best regards,

mrmileena

Dear Biamobet Casino,

This doesn't seem to explain your decision to provide the spins on a different game with a lower value.

The player should have received the spins as advertised, which is entirely the subject of this complaint.

I appreciate the 100 spins credited have been played, but I would like to ask you if there is something you can do to provide a resolution for the player.

Hello Adam,

Just to let you know that the winnings from the 100 free spins haven't been played, they are on account. As long as the 50 free spins that were added after.

To end this, because it is taking almost a month. I ask the casino to add the 150 free spins in the game promised on the deposit with the same bet value.

If they refuse, I suggest you to close this complaint and mark it as unresolved and put their mark down. I am tired of playing cat and mouse with them. I don't understand why they are acting like this when the situation is simple and should not need so much time to add a simple bonus of free spins.

Thank you for your help Adam, it is very appreciated.

Best regards,

mrmileena

Hello mrmileena,

As mentioned, we believe that you should have received the spins as advertised.

If there is no further response from the casino, the complaint will be closed as "unresolved" upon the expiry of the timer.

Dear Casinoguru,

We have reached out to the player and are in dialogue about awarding freespins in the right slot.

Regrads,

BiamoBet Team

Hello,

The 150 free spins were added and I was right, 30 euros have been won on the game.

You can close this complaint as resolved. Although it took so much time for simple free spins to be added.

Thank you to the casino guru team for the help, you are always at the top.

Best regards,

mrmileena

Dear BiamoBet Casino,

Thank you for your response and understanding.

Dear mrmileena,

I'm glad to hear that your issue has been resolved. 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. We are here to help.

Kind regards to all,

Adam