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I made the initial recharge but I regretted playing and I'm waiting for a refund two months ago, they made me upload a number of documents but they say I have to have an invoice in my name and play the truth I don't recommend them at all it's a scam

Hice la recarga inicial pero me arrepentí de jugar y estoy esperando un reembolso hace dos meses, me han hecho subir una cantidad de documentos pero dicen que tengo que tener una factura a mi nombre y jugar la verdad no los recomiendo para nada es un timo

Dear Leidy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that a missing Proof of Address (utility bill) seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, I have presented all the documents that they have requested, in addition to the additional ones that they request, only since I live in a shared apartment I do not have this, but I have been in the verification process for more than a month and each time it is something different, when at principle of they say that the verification only takes 7 business days, I understand everything they require but the download card is the same with which the recharge was made if it were a theft I would not have the photos of it that I also attached at the time and now They ask me again. The advisor told me that they could cancel my account for bill fraud

Si he presentado todos los documentos que me han pedido, ademas de los adicionales que solicitan, solo que como vivo en un piso compartido no tengo esto, pero llevo más de un mes en el proceso de verificación y cada vez es algo diferente, cuando al principio de dicen que la verificación solo tarda 7 días hábiles, entiendo todo lo que exigen pero la tarjeta de descarga es la misma con la que se realizó la recarga si fuera un robo no tendría las fotos de esta que también adjunte en su momento y ahora nuevamente me solicitan. La asesora me dijo que podían cancelar mi cuenta por fraude por la factura

Thank you very much, Leidy, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Leidy,

I am sorry to hear about your unpleasant situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite BiamoBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear BiamoBet Casino Team,

Could you please clarify the player's situation? What more documents should the player provide?

Thank you in advance for providing the information.

Dear Casinoguru,

The player needs to provide us with documents to pass the KYC actual proof of address that she has provided in her profile on the website.

The player is also required to provide us with a selfie of the top-up card, it is needed for the refund.

The Utility Bill that we requested from the player earlier belongs to another person and the document itself has expired.

All KYC procedures are absolutely standard and applicable in this case, as the player provides us with someone else's or forged documents, which is unacceptable. 

If the player refuses to provide the requested documents, the player's account will be blocked.

Regards,

BiamoBet Team

Yes, but I have already attached the selfie of my card and the invoice corresponds to the

name of my roommate I can not attach one with my name because they are not in my name

Si pero yo ya adjunté la selfie de mi tarjeta y la factura corresponde al

nombre de mi compañero de piso no puedo adjuntar una con mi nombre porque no están a mi nombre

Thank you, BiamoBet Team, for providing the explanation.

Dear Leidy,

Is your correspondence address the same as your permanent address listed on your ID? If not - why would you register in the online casino with an address that you cannot verify with your ID?

The casino cannot verify the invoice with the name of another person. They need to verify your identity.

It is not the same because I have changed my address, in the same way I cannot verify the invoice because it is not in my name and for them that is a problem. I don't understand why there should be a problem if the card with which the money was loaded is the same with which the withdrawal is going to be made, if they were different, of course, many verifications would have to be made and I have already uploaded the other documents that I need lying when I even uploaded my photo with my passport

No es la misma porque he cambiado de domicilio, de igual manera no puedo verificar la factura porque no está a mi nombre y para ellos eso es un problema. No entiendo porque tiene que haber problema si la tarjeta con la que se cargó el dinero es la misma con la que se va a hacer el retiro si fueran diferentes claro que habría que hacer muchas verificaciones y ya he subido los demás documentos que necesidad tengo de mentir cuando hasta he subido mi foto con mi pasaporte

Would you be able to provide the casino with the relevant documents if the casino is able to update your casino account profile address to the one stated in your ID, please? It looks like only a little misunderstanding.

However, we are talking about a common and standard process of verification. Without providing the casino with the required documents, I am afraid we cannot move forward with your issue.

Dear Leidy,

Is there any progress on your issue? Can you please answer the question from my previous post? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you, BiamoBet Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru