The player from Italy had been waiting two years for a refund of €2000 from Biamobet due to a self-exclusion issue and had only received €230 thus far. He requested the immediate settlement of the remaining amount despite Biamobet having recently allowed him to reopen his account, knowing about his gambling addiction. The complaint was rejected as it was determined to be a 'cold case' due to the time elapsed since the initial request, which exceeded one year, making further investigation unfeasible.
BiamoBet Casino - Player’s refund has been delayed.
Amount: €1,770
BiamoBet Casino
Safety Index:Very lowSafety Index
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3.2
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Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
Public
Public
1 month ago
Translation
I have been waiting for two years for the refund that was promised to me on Biamobet for not respecting the self-exclusion. Now, after only receiving €230 out of €2000, I am requesting the immediate settlement of the remaining amount.
Unfortunately, Biamobet also just allowed me to reopen my account with them despite being fully aware of my gambling addiction.
Automatic translation:
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1 month ago
Dear schieralorenzo09,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue. To better understand and assist with your situation, could you please provide some additional information?
- Could you forward the self-exclusion request you sent to BiamoBet Casino? Have you specified the duration of the self-exclusion period?
- Kindly send the email from the casino in which they promised to refund €2000. You can forward it to me at veronika.l@casino.guru.
- Could you clarify when exactly you received the €230 from the casino?
- Additionally, please explain in more detail how your account was reopened. Did you need to contact customer support for the account to be reopened, or did you create a new account? Please also specify when this occurred.
I hope we can assist you in resolving this issue as quickly as possible. Thank you in advance for your reply.
Best regards,
Veronika
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1 month ago
Translation
Unfortunately the self-exclusion request was made via live chat, I can send you the email from 2023 in which I said that I had only received 239 against €2000.
I received €230 in July 2023.
The account was opened simply by re-registering with the same email, even though I had requested permanent self-exclusion
Automatic translation:
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1 month ago
I apologize, schieralorenzo09, but we regret to inform you that we cannot assist you with your request. As it has been more than a year since the initial request was made, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.
Due to the aforementioned reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
