Amerio Casino - A retirada do jogador é confiscada.

Unfortunately, they are not honest. When you win more than you lose, at the first opportunity, they claim you've violated some policy and your withdrawal is seized. Yesterday, a withdrawal of R$3,800.00 was approved, but it never hit my account. I asked support why, and they didn't provide a reason. They told me to never bring up the subject again. It seems like it could be someone managing the funds and diverting the customer's money, as the money shows as withdrawn, taking it from both the customer's side and the game's provider. I decided to do a test today since they said I could continue playing. I deposited without taking any bonuses, played a little, and went to withdraw, but unfortunately, they said the same thing as yesterday—that the withdrawal was confiscated because I supposedly violated the bonus policies, even though today I didn't play with any bonuses.

Infelizmente não sao honestos, quando você ganha mais do que perde , a primeira oportunidade eles dizem que descumpriu algo da politica e seu saque foi confiscado. Ontem aprovaram um saque de R$3,800,00 reais mas não entrou na minha conta, fui pedir o porque pro suporte e não dão motivo. Falaram para nunca mais tocar no assunto, possivelmente pode ser alguém que gerencia desviando o dinheiro do cliente pois o dinheiro fica marcando como sacado, tirando de dois, lado do cliente e do provedor do jogo. Resolvi fazer um teste hoje pois falaram que eu poderia continuar jogando, depositei sem pegar bônus , joguei um pouco e fui sacar mas infelizmente falaram a mesma coisa de ontem que o saque foi confiscado pois teria descumprido as politicas de bônus, so que hoje não joguei com os bônus.

Dear andreiatoniolli,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that the casino confiscated both your first and the second winnings?
• Did you accumulate your first winnings with an active bonus?
• Could you please clarify the dispute value? You set the amount to R$1, in your message, you mentioned that the first winnings were R$3,800, but you never specified how much the second withdrawal was.

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,

Kristina

Hi Kristina,

Did I understand correctly that the casino confiscated both your first and second winnings?

- Yes, it was the 4th and 5th largest withdrawals that were confiscated.

Did you accumulate your first winnings with an active bonus?

- Yes.

Could you clarify the amount of the dispute? You defined the amount as $ 1. In your message, you mentioned that the first winnings were $ 3,800, but you never specified how much the second withdrawal was.

- Total amount R$4,017.00

- A withdrawal of R$3,817.00

- A withdrawal of R$200.00

Thank you in advance

Sincerely,

Andréia S T***

Olá Kristina,

Entendi corretamente que o cassino confiscou tanto o seu primeiro quanto o seu segundo ganho?

- Sim, foram o 4° e 5° saque de maior valor que foram confiscados.

Você acumulou seus primeiros ganhos com um bônus ativo?

- Sim.

Você poderia esclarecer o valor da disputa? Você definiu o valor como R$ 1, na sua mensagem, você mencionou que os primeiros ganhos foram de R$ 3.800, mas você nunca especificou quanto foi o segundo saque.

- Valor total R$4.017,00

- Um saque de R$3.817,00

- Um saque de R$200,00

Agradeço desde já

Atenciosamente,

Andréia S T***

Thank you for your reply, andreiatoniolli. I changed the dispute value to R$4,017.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

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

Dear andreiatoniolli,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, what's up?

I don't have anything saved because the Casino support chat doesn't save complete conversations.

Olá tudo bem?

Não tenho nada salvo pois no chat de suporte do Casino não salva as conversas completas.

andreiatoniolli, please note that the casino requested your casino ID two weeks ago. Could you please share it here?

Dear andreiatoniolli. Thank you for providing the ID. We are looking into your situation.

Hello everyone,

Dear Amerio Casino,

Has there been any news?

Hi guys

I'm able to play normally, but in the case mentioned above there have been no updates.

Olá pessoal

Estou conseguindo jogar normalmente, porém do caso citado acima não teve atualizações.

Dear Player,

We have reviewed your situation and reached out to the game provider. They informed us that your balance was displayed incorrectly due to an improperly closed gaming session. We highly value you as our player, and as an exception, we would like to credit your gaming account with 500 reals. These funds do not require any wagering.

Thank you for playing with us!

Regards, Amerio team

Hi cool, I'm happy with the decision, I'm pleased, thank you for your consideration. I really enjoy playing at Amerio Casino. I'm also very grateful for the partnership of the Guru team. Thanks, a big hug to everyone, I wish you all the best, stay in peace.

att. Andreia S T.

Olá legal, fico feliz com a decisão, fiquei satisfeita, agradeço a consideração. Está tudo bem gosto muito de jogar no Amerio Casino. Fico muito agradecida também, pela parceria da equipe aqui do Guru. Valeu, um grande abraço a todos, desejo tudo de bom pra vocês, fiquem na paz.

att. Andreia S T.

Dear andreiatoniolli,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru