BiamoBet Casino - The player's winnings were voided.

Hello!

Ive been having issues with Biamobet for a while now and they have blocked my email for months and I can’t even contact them.

I deposited at first 500$ and withdrew a couple of dollars and then I started to use the site everyday because I liked it. I was at 4546,82$ and tried to withdrew only 1500$ because I had to pay my rent, I’ve been travelling a lot lately and the owner wanted the money before my stay so I needed cash asap..

they cancelled my withdraw and removed 4106$ from my account and saying that i could only withdraw 440$?! The only explanation I got was I have a lot of Ip adresses.. I have 1 iPad, 1 iPhone, 2 computer and I change cities quite often. I don’t understand what I did wrong but for some reason they let me withdraw 440$ and blocked my account and my emails, and I would to know what I did wrong if I did something wrong.. or if you can help me get paid because this is a lot of money..

I do not know what to do to get help but I would appreciate some help or communication from their side please. I will attach pictures if needed.

I understand the different IP adresse situation because I move a lot and have a lot of devices( I don’t even know if this impacts IP adresses ) but if they are saying that my ip has been used with other accounts is it possible to ask if we used to them bets? I don’t know anybody using this site and I find it easy to say that my ip was connected to other accounts, since I travel often and I think asking for proof would be fair since I don’t know what is happening with my money? Please help me.

Hello Ismaisma,

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? When was the last time you spoke to the casino and what was it about?

Did the casino send you any evidence of you having multiple accounts?

Looking forward to your answer.

Regards,

Nick

Hello!

thank you for opening my complaint, I will respond next to your questions :

Could you please advise if your account is already verified and is yes, since when exactly?

it was verified in the at the beginning!

Did you accumulate your winnings with real money or did you use a bonus?

all real money!

When was the last time you spoke to the casino and what was it about?

This summer and then I noticed that they blocked my emails.

Did the casino send you any evidence of you having multiple accounts?

No, Casino only sent me different IP adresses and mentioned only the IP’s. I find it easy for them to say that whiteout even sending me if the « other accounts » are using or placing same bets as me? Because if im using the same IP since I move a lot and don’t get paid because of this, it doesn’t make sense..

Does this mean that I should not be using the website in a hotel since many person use the hotels wifi?

Let me know if you need anything else please

Please forward all the communication between you and the casino to nikolas.b@casino.guru.

Hello!

just transfered you the email

Hello Ismaisma,

We believe that playing from different IP shouldn't be a reason to block a player's account, as multiple player may join from the same IP if it's an open connection. I will now forward your complaint to my colleague Tomas (tomas@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Ismaisma,

I will assist you with the complaint from now on. I went over your exchange with the casino support and I will do my best to help you. First, I will contact the casino and ask them for more information about the circumstances of your case.

We believe the match in IP addresses is not definite proof of multi-accounting and casinos should present more substantial evidence in such cases before they void winnings.

Biamo bet,

Could you explain in more detail if there are any other circumstances that would point to Ismaisma having multiple accounts other than a match in IP addresses? Since Ismaisma claims he doesn't play with bonuses, could you explain what unfair advantage would he gain by opening multiple accounts?

Thank you very, I’m happy to see that my point is valid. I’ve never had more than 1 account and would really like to have more information/reasons why I cannot be paid please

Dear All,

We used to have a complaint from this user on another platform ( https://www.askgamblers.com/casino-complaints/biamobet-casino-no-payment).

The player has been blocked according to our Terms and Conditions paragraph 13 ( link: https:­//w­ww.b­ia­mo.b­et­/en­/co­nta­cts­/te­rms­-an­d-c­ond­itions ) - multiple accounts.

Please let us know how it would be appropriate to send you the evidence, as it has sensitive information.

Looking forward to your reply,

Best regards,

BiamoBet Team

Hello Biamobet, Can I also be copied to this sensitive information please? Since it’s supposed to concern me.. it would be really appreciated please

Hello all,

I apologize for the late reply. I had a look at the evidence including the one with sensitive information. We'll internally discuss it and I will share our conclusion soon.

Hi Tomas, okay thank you I will wait. Hope I can also receive these evidence to be able to help understand what is happening…

Ismaisma,

Please understand it's our policy to not share evidence the casino provides us.

okay Sorry! Thank you Tomas

Hello all,

we internally discussed the evidence and we couldn't reach a conclusion there were multiple accounts. We provided the casino with our explanation and asked the casino representative if they can provide any other evidence of their suspicion and we are awaiting their reply.

Dear All,

We have sent evidence to the Casino Guru representative.

Looking forward to hearing from you!

Dear All!

Thank you for your time and efforts made to resolve this complaint.

After making a deeper investigation, and speaking to CasinoGuru representative the following decision were made:

BiamoBet team has credited the player's winnings to his account, so he may log in and withdraw them.

Best regards,

BiamoBet Team

Thank you! Thank you! Thank you!!! I would like to know since the limit of withdraw is 1500$, do I have to wait to receive the money to ask for another 1500$?

Dear Ismaisma,

The limits on our website have been updated recently, so you will be able to withdraw all amount!

Hello, sorry for all the questions, I’ve cancelled my withdraw of 1500 but I’m trying to withdraw the full amount and I cannot proceed, I will attach a picture

Dear Ismaisma,

As we can see, your recent withdrawal has been canceled by the player.

However, the limit per transaction is 1500 CAD, but the limit per week is 5000. So kindly wait until the withdrawal will be processed to request another one.

Also, feel free to contact our support team, and they will gladly help you with all of your questions.

Okay thank you, have a great day!

Hey! I just noticed that my 1500$ was rejected , I will attach a picture

Hello all,

thanks for the cooperation of the BiamoBet Casino team.

Ismaisma,

Was your withdrawal request accepted or do you still have difficulties?

Hello Tomas, my first 1500$ got accepted like 2 hours ago so I will ask for another request for the next 1500$. I Will keep you posted, thank you for hour help

No problem, Ismaisma.

I'll be awaiting the good news.

Hey Tomas, my 2nd request for 1500$ was also accepted, I just requested the final amount of 1106.42$.

Dear All,

Please be informed that all user's withdrawals have been sent successfully from our side.

Hello all,

Thanks for the good news to BiamoBet Casino team.

Ismaisma,

please let us know when the last withdrawal reaches you. Much appreciated!

Hi everyone,

I wanted to thank Tomas and Casino Guru for the help.

I really appreciate what you did for me. It took me months for someone to believe me and you guys did it. If I can post a review on for Casino Guru I will. Thank you again for everything, you guys are the best!! 

Biamobet, thanks for the finally completing this payout!

Thanks again!

Thanks, Ismaisma for your comment, and to the BiamoBet Casino team for their cooperation.

I'm glad to hear that your issue has been resolved successfully and you were able to withdraw your winnings. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.