The player's balance disappeared after a bigger win. We investigated the game history the casino provided, but we concluded the balance was played down by the player later in the same play session. Therefore we rejected the complaint as unjustified.
BiamoBet Casino - The player's balance disappeared.
Amount: €57,750
BiamoBet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
The casino has violated Responsible Gaming rules and has unfair terms and conditions. I was lucky and won 28,800 euros. I wanted to cash out but you can only withdraw 1500 per day and 4000 per month unless you have a VIP level so I kept playing. I was lucky again and in the end my account balance was even 57,750 euros and I was able to pay out 4,000/day with the new level. I played through 8 hours and then went to bed. The next day I log in and all the money is gone!!
Automatic translation:
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2 years ago
Hello SeargentSlotty,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BiamoBet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? What did the casino respond when you contacted them regarding the disappeared balance?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hi. No, I did not use a bonus. Yes the account is fully verified.
Automatic translation:
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2 years ago
Thank you SeargentSlotty for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello SeargentSlotty,
I will assist you with the complaint from now on. Congratulation on your win. Have you contacted the casino, or has the casino provided any explanation on why your casino balance disappeared?
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2 years ago
Translation
Yes of course. I have not received any response and my account has since been suspended and I no longer have access.
Automatic translation:
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2 years ago
Thanks for the reply, SeargentSlotty.
I would like to ask the representatives of BiamoBet Casino to join the discussion in order to help us resolve the issue.
BiamoBet Casino,
Could you explain why SeargentSlotty's balance has disappeared and why the account has been suspended?
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2 years ago
Dear Casino Guru,
We have proof of fraud and can provide you the Bets history in CSV as a proof via email, if it is acceptable for you!
Best regards,
BiamoBet Team
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2 years ago
Translation
Fine, then they either do that. They were probably fake. Then they at least pay back the deposits, since you don't have a valid license in Austria anyway.
Automatic translation:
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2 years ago
Hello all,
thanks for the reply to the BiamoBet casino representative.
BiamoBet,
Please provide us with proof of your claims to my email address at tomas@casino.guru
Much appreciated!
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2 years ago
Hello all,
I've received the email from BiamoBet support and will review the document they provided.
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2 years ago
Hello all,
We were provided SeargentSlotty's game history but without context, there is not much we can observe in the document.
I ask the BiamoBet representative to provide us with context and an explanation of the accusations. Please provide them to my email at tomas@casino.guru Much appreciated!
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2 years ago
Hello all,
The player history provided was from the 1st of July 21:27 to the 11th of July 22:03
from the provided game log I can conclude that no completed withdrawals were recorded in it. I could observe several deposits made, cashback, and free spins were awarded.
The biggest win is recorded on July 4th at 04:00, the maximum balance was recorded at 06:41 and then the balance was gradually played down until 11:40 on the same day there was no balance left. We couldn't find any proof of 'fraud' as the casino alleges either.
SeargentSlotty,
Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place. If you've played down the balance there is nothing we can do. Unless there are circumstances I overlooked I don't think we can help you.
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2 years ago
SeargentSlotty,
The game history we investigated shows you started your play session at 22:51 server time, which can be due to the server time difference from your local time.
After careful consideration, based on provided evidence we will reject the complaint now. Thanks, for your understanding. I am sorry I couldn't help you with this case but don't hesitate to contact us in case you have any issues with this or any other casino in the future.
