BiamoBet Casino - Player’s winnings have been cancelled.

Made deposit. 150% deposit bonus.

Deposit amount $200 bonus amount received $300 total $500.

Started playing a slot (reactoonz), got lucky and balance was now approximately $5000 after wagering nearly $6000.

Checked on wager progress, it showed 0% wagered.

I spoke with chat who indicated they would submit a ticket to fix the wager issue.

At this time I asked if my previous bets would count towards the wager, they said they didn't know and to please wait.

Approximately 2 days later the wager bar started to process however I had to start from $0. I did not complain about this portion and just accepted it.

I completed the wager with approximately $6000 and proceeded to withdraw the funds.

The following morning my account was disabled.

After speaking with chat they informed me it was due to breach of terms and conditions 9.7 (bonus abuse).

I reviewed the terms and conditions they referenced and was very confused as I did not breach any term and played fairly.

Approximately 1 week later my account was reinstated and biamo confirme it was an error due to 'incorrect bonus transferred to account'

Upon logging into my account the withdraws were both canceled by biamo.bet and my account now showed $300 available with $5700 debited.

After one week of attempting to get information from biamo.bet representatives i was unable to receive a clear answer.

The most recent conversation with them ( i have record of all chat and email history), they indicated again 'the incorrect bonus was applied to my account and the $300 is now accurate.'

This makes no sense to me. I have played at so many casinos and have never had anything like this happened.

I feel like this all happened when they 'fixed' the wager progression issue.

Please avoid this casino. They do not play fairly.

Dear Aj1987,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found (here):

"9.7. If a player or a group of players are abusing casino bonuses BiamoBet has the right to confiscate any wins thereof and to close the players account(s). Abusive behaviour towards bonuses and/or bonus abuse means:

i) A Player places bets and/or wagers amounting to the maximum allowed per bonus terms to raise the variance in order increase the balance

ii) Player lowers the bet and/or wager size after a big win and changes the game to one with a lower volatility

iii) Player makes deposits to cap out the bonus amount but not more. Applicable to match bonuses of 50% and above

After the account has been flagged as bonus abusing it is forbidden to use any other bonuses and/or participate in promotions at BiamoBet ."

Were these rules originally used to confiscate your winnings?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hello,

Here is a response from the support team at biamo.bet.

"There was a glitch in the system and the bonus was not transferred according to the rules. And if we're talking about your disabled account you can read paragraph # 9.7".

My account is no longer disabled.

They have confirmed several times now the bonus was not transferred according to the rules however the refuse to give specific details despite my many requests to obtain more information.

Regarding rule 9.7

i , ii, iii: I did not break any rules.

I will forward some of the email chat history.

Thank you

Thank you very much, Aj1987, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Hello Aj1987.

I am sorry to hear about your troubles.

From what we got, it's hard to say where could be a problem.

I would like to invite the casino representative into the case.

Would you please explain to us what happened?

Hello Aj1987.

I am in contact with the casino representative via Skype.

Based on their info, your bonus had the rule about max cashout, which was $300. That's why they voided the remaining balance and let you only the $300. Did you notice this rule when you took the bonus?

Hello,

Biamo.bet is changing the story once again.

When I accepted this bonus there was no maximum cash out indicated.

In all correspondence, this has never been communicated to me until now. In over 30 emails and multiple chat logs this has never been mentioned. Why is the story changing now? Until now biamo support had indicated I breached rule 9.7?

I am in communication with the affiliate (streamer) who i used to get the bonus code. They promoted this casino bonus with the understanding there was no max cash out

In addition, $200 deposit and now those say max cash out is $300!? I was required to wager $9000. I have never seen or heard of such an predatory restriction. If these terms were presented clearly i would have never accepted them.

I would also like to add.

Who in the right mind would accept a deposit bonus when maximum cash out is only $300 (with a $200 deposit). This doesn't make any sense

The casino representative told me that they used to have this bonus with these conditions, but they realized that the bonus was not good and changed this rule to a 10x bonus amount. However, when you took the bonus, the max cashout rule was $300. I asked for additional information, but we will need to wait till the casino representative respond (and hard to say when it will be - maybe in January). Sorry for that. I cant speed it up anyhow.

Thank you for the update Matej.

Fyi I reviewed all rules and at the time of accepting the bonus there was nothing written in the terms and conditions regarding maximum amount $300. I look forward to the next update. Happy holidays

Hello Aj1987, on Wednesday, we will have an internal meeting to discuss your case.

Evidence is missing, and the casino's old bonus conditions are weird, at least - so we need to discuss it internally. Sorry that you need to wait, but this case is extraordinary.

Greetings, please state the specific reason for complaining about the bonus system and what exactly happened, we will try to deal with the situation as soon as possible.

Dear BiamoBet Casino and Aj1987.

Because the casino cannot prove anyhow that the bonus truly had a max win of $300 and because if this was true, then the conditions of the bonus would be at least very badly set (nicely saying)

We believe that the casino should honour the new bonus rules. (winnings = 10x bonus amount)

We will do our best to make sure that players have a positive experience at our casino. Aj1987 please, if your problem in your opinion is relevant and has not been solved in the given time, specify your contact information, we will try once again to look into it and give you all the necessary information

I would like to mention that we have a similar case. The player is convinced that the max win rule was set to 10x bonus amount when he took the bonus. We checked this info on our webpage, and on 27.11.2021, we added the bonus with a 10x bonus max win rule (the new one) to our system. So it means at least from 27.11.2021, the bonuses were with the new max win rule. 

Could you please check when Aj1987 took a bonus?

We would like to ask the BiamoBet 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’.

Greetings, I apologise for the long wait for a reply. The player has activated the first deposit bonus with promo code 2021-11-16 (THESLOTBEASTS). This bonus has been played by the player.

We were talking a lot about this case internally.

Based on all the information (we have three similar complaints about the same issue)

We believe that the casino inadequately showed the information about the bonus rules. Specifically: max winnings from the bonus. 

Because of that, many players took the bonus and was very surprised when the casino cut their winnings.

Logically it makes no sense to offer a 150% bonus with 25x wagering (B+D) where winnings are capped at the value of the bonus. Basically, players are able to win less than the value of bonus + deposit.

The casino changed the bonus policy. However, players who took bonuses before were considered based on the old (wrong) bonus policy. Here we believe that they should apply the new bonus policy. We are considering the fact that all three players were unable to find the information about the max win at significant terms, and the casino can't provide us with the old version of terms and conditions.

Based on that we believe that Aj1987's winnings should be limited to $3000 and not to $300.

Greetings again, regarding this case, at that time our casino has decided to make the necessary adjustments to its terms and conditions. All edits and changes for the player are of an advisory nature and are subject to change for various reasons. Regarding the situation of the player and a final decision has been made, based on our rules # 9.7 terms & conditions

Typical biamo nonsense.

In this case, we are on the side of the player.

The reasons for that:

1. The casino cannot provide us with their old terms and conditions. (where we can see how the terms were written)
2. Multiple players are complaining about the same issue. (which support the version that players were unaware of these terms)
3. Old bonus terms were disadvantageous for the players. (who would want that bonus?)

Unfortunatelly, it looks like the casino doesn't want to react to the last message or consider the matter closed from their side. We can give them another seven days, but after that, we will close the case as unresolved, which will negatively impact the casino rating.

As expected, such a scummy casino.

Casino guru, please adjust the disputed amount to reflect $5700, the original bonus amount had no maximum win stipulated and if we are going to mark this as unresolved it should reflect the accurate amount.

Dear Aj1987, 

I am afraid that the casino representative doesn't want to react to my last comment.

I set the amount to $2000 because the bonus makes sense with 10x max winnings and not 1x. I suppose they had written the rule about 1x max winnings somewhere, but this bonus was not worth taking, and nobody would take it if he were aware of it. But without the max winning rule, this bonus is too good, so I apply the same meter. I believe that amount of $2000 is fair for both sides.

Unfortunatelly, we must close this complaint as unresolved.