BiamoBet Casino - Player's winnings were reduced.

Hello! i deposited 12 euro and got 15 euro in bonus balance, i lost my deposit and i started to play with the bonus money, i was lucky and i won about 150 euro and when i had wagered the bonus so suddenly all my winnings disappered and i had only 15 euros left, i have read the casino rules and it do not says anywere that you only can get the original bonus amount, it does says that THE MAXIMUM WINNINGS ON THE BONUS IS X10 so my winnings was within the rules, so biamo owes me my winnings of 142,62 euros. i have mailed them but i have not gotten any real answer to my issue

Hello danzjan,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Biamo.bet Casino. Please allow me to ask you a few more question before we would move forward.

Are you verified in the casino? Was this your first ever deposit? Could you please specify which exact bonus did you use (description/screenshot/link). Did you contact the casino with this issue? If yes, what was their answer?

Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

Dear danzjan,

We haven't hear from you in a while. Please note that we will be forced to reject the complaint if we won't get any respond within the next 7 days.

Hello again! i have sent biamo.bet many many mails with request of sending me my bets history and i have sent them everything they asked me for and i have still not gotten my betting history, i am waiting for biamo.bet to send me my betting history. i send it to you as soon as i get it! i hope it comes soon

Hello nick from casino.guru i have sent you a couple of mails, have you not recived them? I am Still waiting for biamo.bet to complait with my request of sending me my betting history as you requested, i send it to you as soon as i get is. Regards Daniel L*****

Hello danzjan,

I've received all your e-mails thank you. We might answer now a little bit slower than usually due to Christmas Holidays. I will now forward your complaint to my colleague Andrej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear danzjan,

I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite BiamoBet Casino to join this conversation.

Dear representatives of BiamoBet,

Can you please review this case and explain why all accumulated bonus winnings weren’t credited to danzjan’s real balance after he had wagered the bonus amount?

Dear danzjan,

Please be informed that be got in touch with the casino team. They’re currently investigating the issue. We’re expecting them to reply in this thread, but in the meantime, I’d like to kindly ask you to contact the casino directly, either via the Live Chat feature or via e-mail (support@biamo.bet) as it might speed up the process.

Thank you for your understanding.

I have been in Contact with biamo.bet many times and even how well i explaine my issue it seems like they do not understand what i meen, i do write English pretty good so they should understand me, im going to mail nick my last response from Bianco.bet

Dear danzjan,

You can forward any relevant information directly to me. My e-mail address is andrej.p@casino.guru.

According to the information we've received from the casino team, the disputed funds have been wagered and subsequently lost. Could you please confirm that you’re not aware of this?

Please note that you should be able to access your bet history when you’re logged in to your account by opening the main menu, entering your Profile, clicking the ‘History tab’, and choosing ‘Bets history’.

I’m setting the timer for 10 days. Please let me know if you have any questions.

as i said earlier i hade about 160 euro in my account and suddenly i only had 15 left. About 142 euro went missing. I have not played for them, they just vanished from my account, i can not see that far back in time in my account thats why i have mailed biamo.bet Severall times and nick from casino.guru i sent all my mails, biamo.bet has not complyed with My request to get My betting history, it is not ok to not give me my betting history and to deny me of my winnings

If biamo.bet reads this, can you please send me or casino.guru my complete betting history from 3 december 2021 between 17-18 thats 5-6 English time thats when my money disappered. Is this the way to promote a casino? Deny them of there winnings and deny them there betting history?

Thank you, danzjan, for clarifying, and for your e-mail. We requested the betting history from the casino.

I’m setting the timer for 7 days. I will keep you posted on any updates.

Dear danzjan,

We were informed by the casino representative that according to the bonus policy that was in place at the time you claimed the bonus, the maximum cashout from bonuses was equal to the initial bonus amount. The casino, therefore, confirmed that the funds in fact weren’t wagered and lost, as they stated before. The bonus policy has been, allegedly, updated. We are currently waiting for the casino representative to provide evidence proving that this information was in fact stated in the bonus rules before the updates were made.

In the meantime, could you please advise if you’ve noticed this information when claiming the bonus?

I always read the bonus policy before i make a deposit and it said that you can win 10 times the recived bonus amount, so my winnings was within the rules, i have not seen any changes in the rules

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 team,

I believe that all necessary details have already been mentioned in this thread. To sum up the situation, on December 3rd, 2021, danzjan claimed the 125% first deposit bonus and managed to win €142.62. After completing the wagering requirement, his winnings were reduced to €15 – an amount equal to the initial bonus amount he received.

Initially, we were informed by a casino representative that danzjan had wagered and lost the disputed amount. This information was later proven to be incorrect. According to the explanation we received most recently, the maximum cashout from the bonus at the time danzjan claimed it, was equal to the initial bonus amount. However, according to our information, as well danzjan’s, and other players’ complaints submitted to our service, the maximum cashout from the bonus (stated in the relevant bonus terms and conditions) at the time danzjan claimed the bonus was 10x the initial bonus amount.

To put it simply, even if the maximum cashout from the bonus was 1x the initial bonus amount, it appears that players were not informed about it in any way. That being said, we believe that danzjan should be allowed to withdraw his winnings in full.

Greetings. I would like to inform you that at the time of the player's complaint, the bonus terms and conditions had a multiplier of x1. It was later changed to x10. The bonus wagering conditions, which the player can read, are available on our website in the player's profile

First of all, i can not see any date when this bonus policy was created, also you say in this bonus rules that max winning was 10 times the bonus so my winnings was within the rules. Now i have struggle with this över One month. Do you not want anymore gamblers at biamo.bet? There are thousands of People that Reed this and they probably going to choose another casino when they see that biamo.bet refuse to give a player who have done everething right. It is not much money that is the issue, but i have done evrything right so i deserve to get my money. And i think i deserve an apologize, for first you lied and Said that i had wagered and played everything away but later the truth come foward, i deserve to get interest in my money! If this works out, i'll going to give biamo.bet another try!

Sorry for my bad English! i hope that all of you can understand me anyway!

Dear danzjan,

Please be informed that the issue is currently being discussed with the casino representatives in a private conversation. As we’re currently waiting for their reply, I’m setting the timer for 7 days.

Dear danzjan,

Unfortunately, we do not have any updates. We are currently waiting for the casino team to provide a final statement on your case.

We would like to ask BiamoBet Casino team 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 this complaint as ‘unresolved’.

Biamo.bet sounds like they really don't Care about there costumers. I the beginning it seen like a true casino that was for players, i have now change My mind, if you win any money you never see it

BIAMO:BETS time is ticking only 15 hours left to come up with something thats is not a lie or an after all a construction, i really hope there take there sens and do the right thing and pay me my money

Dear danzjan,

I apologize, but since the casino team seems to be not willing to further discuss the issue or reconsider its decision in this case, as explained earlier, I’m forced to close this complaint as ‘Unresolved’.

The casino team was not able to sufficiently prove that the bonus you claimed officially came with a maximum cash-out of 1x the initial bonus amount. All available information (including the fact that a match deposit bonus where the maximum a player can win is equal to the initial bonus amount would be extremely unprofitable) suggest that the maximum cash-out stated in the relevant Bonus Terms at the time you claimed the bonus was 10x the initial bonus amount.

I am very sorry I couldn't be of more help, but closing this complaint as ‘Unresolved’ will at least negatively influence the casino's rating and other players can read about your experience in our review.

The casino can reopen this complaint anytime.