Delaying payment

Dear AskGamblers!

After registering, depositing, and playing on the site for a while, I managed to turn my 440 eur (total) deposit into 1806.86 euros, what I would like to withdraw, but can not.

The casino keeps asking me for new documents, but they won't contact me about it, every day I have to write for their chat agent to give me an update about my verification process, where they always tell me, that there is a new document requested. I have provided the documents both on chat and their internal document uploading interface. Today, they disabled my ability to get in touch through chat, and I can not upload through their internal interface.

The following documents were provided so far in the past 1-2 weeks:

- ID front and back
- bank statement
- screenshot about my Skrill account
- Selfie with my ID
- Selfie with my ID and the website in background
- Selfie with my ID and the website (profile dashboard) in background

As there were no complaints about the pictures, I am reasonably considering them accepted, but there is another one requested as of now:
- Photocopy (scanned version) of my ID in .PDF format, as requested by the chat agent.

I can not understand why it is needed, when I already uploaded the photographed version of it and the selfie versions as well. After asking them where is this exactly located in their terms and conditions, the chat gave me the following response:

"To verify your identity (KYC) we may need additional documents which could also include:
• Signed Credit Agreement"

Upon asking for what does that mean, how does that explicitly say that I need to take a picture AND scan the ID, I got the following response, and the chat was closed down upon me:

"Unfortunately, if we do not receive the scan of your ID in good quality we are legally not in a position to process your KYC. We encourage you to provide it enabling faster application processing times." - After this response, my chat was closed, I could not even reply, and after refreshing the page, the chat option is not appearing, I can no longer access the chat support. When I tried to upload the documents through their internal interface, I got the error message, "You cannot upload more documents of this type". I am trying to upload the document in a .pdf format, which was requested by the chat agent!

Their terms and conditions say the following as of 2022, May 25th:
"To verify your age we will accept one of the following documents:
• Passport (recommended)
• Driving license
• National ID Card
• Birth Certificate (verification takes up to 24 hours)
• Payment card (note that first 6 and last 4 digits should be visible and CVV should be hidden).
Card data shall not be collected and stored by Us without PCI DSS.
To verify your identity (KYC) we may need additional documents which could also include:
• Signed Credit Agreement
• Utility Bill (less than 6 months old)
• Bank Statement (less than 6 months old)"

As you can see, I have already provided all the documents needed to make a full verification according to their terms and conditions, uploaded even more documents that are NOT explicitly stated by their terms and conditions, and I am perfectly willing to do a Skype, or phone verification even, to verify that it is me playing.

But I can not go any further because my chat and upload options were disabled from now on, leaving me in a hopeless situation. I have sent an email with the attached photocopy document which was accepted in other legal matters before, but have not received any significant response yet at the time of this email.


To make sure the casino will not change any T&C because of my complaint, I have saved it in a .txt file and uploaded it as an attachment.

Thank you very much for helping me in this case!

Dealing with BiamoBet has got to be the worst experience I've had with a casino. Unfortunately, this was the casino where I managed to get my biggest win to date.

Here is the step by step process of how they blocked my account to seize my winnings (4500€ was on my account at the time of the block):
1. Signed up and played at their casino. In hindsight should have fully verified my account before I started playing, but I'm not sure that it would have made a difference.
2. Made my first small withdrawal (100€) to my bank account. I was asked to provide a verification document and I verified my national ID and successfully withdrew the money.
3. Continued playing and won close to 5500€ in Razor Shark with a 1€ bet. Shortly after made a withdrawal to the same bank account as I did before (in the sum of 6300€).
4. Was asked to provide extra verification (selfie with ID), which I did.
5. Nearly 2 weeks passed. I contacted their support and they replied that verifying can take up to 14 working days.
6. The withdrawal was cancelled and they claimed that the selfie with ID was edited/photoshopped (which it clearly was not). Sent them 2 additional ID selfies, both taken with my phone, no editing.
7. Meanwhile I could not make the withdrawal in the same amount anymore as they decided to lower their limit for that method to 1500€ per week (coincidental?).
8. Days passed again and my selfies were once again rejected. Support answered in broken English and they weren't at all specific as to what was wrong with them. Finally they managed to communicate to me that the original national ID photos (the ones that were verified before) were edited (which they were, I cropped them in Adobe Fireworks). Fair enough, sent them new photos of the same national ID front and back (again taken with my phone, no editing).
9. I lost some of my winnings and I was down to 4500€ when I decided to stop and not play until I manage to withdraw my full balance. Asked support to set a loss limit on my account, which they did not even reply to (their responsible gambling section states, that setting a loss limit is possible).
10. They asked for additional documents (bank card front and back, address verification). Uploaded the necessary documents to my account. Also they added Skrill as a deposit/withdrawal method during this and I now decided to withdraw to Skrill so I made a small deposit and added a screenshot of my account to verify that method as well. I then made a 1500€ withdrawal to Skrill (maximum amount).
11. After all this received an e-mail stating, that my account is blocked. They pointed to terms 6.5 and 13.8 which are basically about documents being edited/photoshopped, which none of my documents were. Blocking my account makes no sense anyway because I'm not able to provide them new verification information or contact them. Not giving a specific reason as to what they think is edited or Photoshopped or even which document they are talking about is beyond me.
12. Can't log into my account anymore and access my funds. Replied to the e-mail with all the documents required for verification again, no answer.

Stalling larger withdrawals for extra verification is more or less understandable but blocking my account and not replying sends a clear message of the real motive behind this - to seize/steal my winnings.

I have verified my account with the same documents/photos in countless other casinos.

I was and still am completely open to cooperate and get my account verified because I want to withdraw my winnings but the actions of BiamoBet do not give me much hope.

I can share privately the exchanged e-mails or other information if needed.