Amerio Casino - A conta do jogador foi acusada de trapaça.

Hello, my name is Cirlei ****. I've been registered with Amerio for about 6 months now. I've only played a few times, but so far I've always been successful.

In that time I've made about 7 deposits and about 5 withdrawals with considerable amounts, between (200 and 600 reais).

About 20 days ago, right in the middle of the bonus rounds I won, the power went out and I lost the connection (it was due to a storm), I ended up coming back the next day and the rounds didn't continue and the balance didn't go up after that (I reported it to support).

And from that moment on, every bonus round I took gave an error at the end and didn't add the winnings to my balance. I was very sad but despite this I continued playing and started recording and taking screenshots of the errors that happened.

On October 26, 2024, I logged into my account and had ten thousand three hundred reais. At the time, I already imagined that all the errors from the late bonus rounds had come up.

I requested a withdrawal and in a matter of 30 minutes they blocked my account without warning.

I suffered until I found out that they had blocked it because of suspected cheating. I found it very strange that they hadn't even given me a reason.

They asked me to wait a month. I think it's just to buy them time. I think they're going to keep it for themselves, it was very strange how they acted, if there was a problem with the system, I'm not to blame.

Olá tudo bem, me chamo Cirlei ****. Faz uns 6 meses que tenho cadastro no Amerio, joguei pouco, mas até então sempre deu tudo .

Nesse período realizei uns 7 depósito e uns 5 saques com valores considerável, entre(200 e 600 reais.

Faz uns 20 dias que bem no meio das rodadas bônus que ganhei a luz saiu e perdi a conexão (foi devido a um temporal), acabei voltando no outro dia e não seguiu as rodadas e não subiu o saldo, depois daquele instante ( relatei ao suporte).

E daquele momento todas rodadas bônus que eu pegada dava um erro no final e não entrava os ganhos pro meu saldo. Fiquei bem triste mas apesar disso continuei jogando e comecei gravar e tirar print dos erros que acontecia.

No último dia 26/10/2024 entrei na conta tinha dez mil e trezentos reais. No momento já imaginei que veio todos erros das rodadas bônus atrasado.

Solicitei o saque, em questão de 30 minutos bloquearam minha conta sem avisar.

Eu sofri até descobrir que eles bloquearam por suspeita de trapaça, achei bem estranho não terem se quer me avisado um motivo.

Pediram pra aguardar um mês. Acredito que seja só pra eles ganhar tempo. Acredito que eles vão segurar pra eles, foi muito estranho como agiram, se deu algum problema nos sistema, eu não tenho culpa.

Dear bila021171,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Amerio Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please provide any evidence of your claims? Have you made screenshots of the errors you encountered during your play?
• Have you made any deposits between the day of the storm and the day you were accused of cheating?
• Did you request your gaming history from the casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello good evening my friend Tomas, yes I will send you some evidence of the errors.

That's right, this error occurred both in the rounds played with bonuses and with real money. At the time this money came in, there was no bonus until it was activated, and the last deposit I made was without a bonus.

I am very grateful for your attention, I will contact you by e-mail, thank you very much, have a great day. Thank you very much for your support.

Olá boa noite nobre amigo Tomas, sim vou lhe enviar algumas evidências dos erros.

Isso mesmo, acontecia esse erro tanto nas rodadas joga do com bônus tanto com salto real. No momento que esse dinheiro entro não tinha bônus até ativado, e o último depósito que fiz foi sem bônus.

Fico muito grata pela sua atenção, vou fazer contato por e-mail, valeu tudo de bom, tenha um ótimo dia. Lhe agradeço muito pelo apoio de vocês.

Dear bila021171. We will carefully study your complaint and make conclusions so that this will not happen again. Please write your casino ID.

Hi good evening, I haven't actually been charged with anything, it's just under investigation and the account has been blocked.

Unfortunately I don't have the account number. As mentioned, I logged in using the following e-mail address:

Oi boa noite, na verdade não fui acusada de nada só está sob investigação e a conta bloqueada.

Infelizmente não tenho o número da conta. Conforme foi citado realizava o login por o seguinte e-mail: djavan897@gmail.com

Dear bila021171. We have sent a request to the game provider to get clarification about a recent session issue. Normally, disputes can take up to 30 days to resolve, but we are hoping for a faster resolution in your case. Your satisfaction is important to us, and we are constantly working to improve our service to all customers.

Thanks for the reply to Amerio Casino representative.

Please keep us informed about the results of your investigations and any potential consequences for bila021171's account and winnings.

I'll set the timer to 7 days, please keep us updated.