BiamoBet Casino - Player's withdrawal was canceled.

Good afternoon. I played at https://biamo.bet casino. I was lucky and I was able to win an amount of 400,000 hryvnia. To receive the withdrawal of funds, I first went through the verification of the account. Why did I pass additional account verification. I provided a photo of my passport, a photo of a foreign passport, a photo of a driver's license, a selfie with a passport in front of the site, a bank statement and much more. I waited a long time but my account was fully verified. I waited a week for the last withdrawal request, after which it was canceled. Live chat support didn't tell me the reason for canceling the payout.

Dear lektor,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify whether the casino confiscated these winnings, or just canceled the withdrawal? Have you made any successful withdrawals before?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

Good afternoon. I have had successful withdrawals from this casino before. I received the current winnings without an active bonus. Now I have money in my account. My winnings have not been confiscated. My account is not closed. But for 8 days now my withdrawal requests have been cancelled. I still haven't received any information as to why my withdrawal requests are being cancelled. Live chat support cannot answer this question. I still hope to get paid.

Thank you very much, lektor, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Lektor!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear Player and CasinoGuru representative,

Thank you for bringing this matter to our attention. We are sorry to hear about your experience with our casino and understand your frustration with the verification process and the cancellation of your withdrawal request.

We would like to clarify that the additional verification process that you went through was necessary to comply with our strict regulatory requirements and ensure the security and integrity of our platform.

Regarding your canceled withdrawal request, we would like to inform you that our team has been conducting a standard gaming activity check, which may take some time to complete. However, the player has been informed regarding this check.

We want to assure you that we are doing our best to process your request as quickly as possible while ensuring that we comply with our Terms and Conditions.

As per our Terms and Conditions( P .8.9 LIMITATIONS), the processing time for requested amounts exceeding EUR 1000 or the equivalent in another currency is up to 7 days. We appreciate your patience during this time and assure you that we are working hard to ensure that your withdrawal request is processed as soon as possible.

We are pleased to inform you that the player's withdrawals are being processed, and now he has a balance of 280324.75 UAH. Successful withdrawal has been completed 00:01:08 22.04.23 ( 60000.00 UAH), and 12:22:44 20.04.23 ( 60000.00 UAH) accordingly.

Once again, we apologize for any inconvenience caused and appreciate your understanding and patience. If you have any further concerns or questions, please do not hesitate to contact our customer support team.

Best regards,

Thank you for your response, BiamoBet representative!

Lektor, as I can see from the situation, you are free to make withdrawals. Please, let me know when you will receive first two of them.

Good afternoon. I want to inform you that I received 2 payments totaling 120,000 hryvnia. Now I am still waiting for the payment of the amount of 280,000 hryvnia. I thank everyone for the help. I will post the withdrawal process in this thread.

Good afternoon. I haven't received any payments in the last 9 days. I am still awaiting a payment of 280,000 hryvnia. I will let you know when the payment is received.

Lektor, thank you for letting me know! I will set the timer for additional 7 days.

Lektor, have you received your last payment?

Good afternoon. The last payment was received 12 days ago. I haven't received any payments in the last 12 days. I am still waiting for a payment for a total amount of 220,000 hryvnia.

BiamoBet, is there any way to speed up the withdrawal process?

Dear All,

The last payment of 60000.00 UAH has been successfully sent on 2023-05-02.

The next withdrawal will be processed soon

Is there a possibility to withdraw all remaining sum at once?

Dear Pavel,

As we have stated before, unfortunately there is no possibility to withdraw the whole amount at once

Good afternoon. Today my payment was cancelled. The casino asked me for a photo with documents for verification. I have already sent this photo 2 times before and 2 times this photo was accepted and approved. Today I again took a new photo with documents and sent it. I would like to note that I have already passed a full account verification and 2 additional account verifications.

Thank you for the information, Lektor! I guess, when it is the big sum, casino wants to check everything twice or more. So far, your withdrawals have been successful, so, I hope, the next will be as well.

Good afternoon. I received my last payment 17 days ago. During this time, I did not receive any more payments. I am still awaiting payment of the amount of 220,000 hryvnia.

Good afternoon, lektor!

We hope this message finds you well. 

We understand your concern and would like to assure you that we take your issue seriously. Our team is dedicated to providing prompt and efficient service to all our players.

Upon reviewing your account, we have noticed that your withdrawal request was made last week, and as per our policy payment requests are typically proceeded within 7 days. 

Please be assured that we have escalated your issue to our finance department, and they are actively working to resolve it as quick as possible. We understand the importance of receiving your funds in a timely manner and will do everything within our means to expedite the process.

Once again, we apologise for any inconvenience caused and appreciate your understanding in this matter.

Good afternoon. I received another payment in the amount of 60,000 hryvnia. I am still awaiting a payment of 160,000 hryvnia. I ask you not to close the topic. I'm still hopeful that I can get paid in full.

Thank you, Lektor!

We will be holding the complaint open until you receive your payments.

Good afternoon. I received 2 payments in the amount of 90,000 hryvnia. I am still awaiting a payment of 70,000 hryvnia.

Lektor, is there any progress on your last withdrawal?

Good afternoon. I didn't receive the last payout from the casino.

Lektor, hello! Has there been progress on your last withdrawals?

Good afternoon. I didn't receive my final payment. Now I can't visit the casino website

BiamoBet, is there a reason to such delay and block?

We would like to ask the 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’ which may negatively affect its rating.

I will set a timer for 1 more week to provide a casino with a wider timeframe for the response, given a character of this complaint.

Lektor, unfortunately, we could not connect with any of our previous contacts from the BiamoBet and it seems like their website is either closed or is under maintenance. I have prolonged timers for as much as I could, but I must close this complaint as unresolved. Please, if you will receive any of remaining funds or if casino will contact you, let me know to my e-mail: pavel.k@casino.guru.

I am very sorry that I could not be more of help.

Respectfully,

Pavel K

Casino Guru Team