Amerio Casino - O jogador acredita que o seu pagamento foi atrasado.

Balance confiscation, with no concrete justification.

It happened twice, it makes no sense to take the winnings we have on the rare occasions!

Confisco de saldo, sem justificativa concreta.

Ocorreu duas vezes, não faz sentido pegar os ganhos que temos nas raras vezes!

Dear ADRIELDOMINGOS,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear ADRIELDOMINGOS,

After thoroughly reviewing your case, we’ve identified what happened. You placed a bet using bonus funds, then exited the game session, allowing the bonus to be lost before re-entering the same slot. The winnings from this process were credited to your real balance. Unfortunately, this method is against our bonus policy, which is why your balance was canceled due to a violation of the terms.

According to our platform's regulations, we have the right to void balances when terms of use are breached. Additionally, as this was not a one-time violation, your deposit is non-refundable.

If you have any further questions, feel free to reach out to our support team.

Best regards, Amerio team

Hello,

Could you check in which situation this breach of Amerio's policies occurred?

Because as I mentioned, I had two resource blocks.

Ola,

Poderia verificar em qual situação teve esta quebra das políticas da Amério?

Pois conforme mencionado tive dois bloqueios de recursos.

It was a blockade of 510 BRL and another of 116 BRL.

Was there a breach in both situations? Because I did the opposite in the case of the 116 BRL and my winnings were still confiscated!

Foi um bloqueio de 510 BRL E OUTRO DE 116 BRL.

Teve quebra nas duas situações? Pois fiz totalmente ao contrário no caso dos 116 BRL e mesmo assim meus ganhos foram confiscados!

Dear ADRIELDOMINGOS,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

I'm still waiting for a miracle!

But hope is the last thing that dies, 116 BRL doesn't have a justification yet.

Cheers team!

Ola,

Continuo na espera de um milagre!

Mas a esperança é a última que morre, 116 BRL não tem uma justificativa ainda.

Abraço equipe!

Dear Amerio Casino,

Can you please advise if both balance deduction occurred for the same reason and if it's possible to forward some kind of evidence to nikolas.b@casino.guru?

Awaiting your response.

Regards,

Nick

In this print below the argument was that I violated the policies, since I'm not a developer/analyst at Amério, I'll accept that it hurts less!

But in this case below I would like to know what I did, since I understood my "mistake", I played completely differently and managed to get something out of it. But you confiscated it all the same!

Este print a baixo o argumento foi que eu feri as políticas, como não sou desenvolvedor/analista da Amério, aceitarei que dói menos!

Mas neste caso a baixo gostaria de saber o que fiz, uma vez que entendido o meu "erro", joguei de forma completamente diferente e consegui sacar algo. Mas confiscou da mesma forma!

I'd like to take this opportunity to ask you if I'll be able to withdraw my next deposit, if I win - and R$116.00 is a substantial win by far!

I'm claiming the amounts, because for me it's substantial for the continuity of the fun!

Já aproveita o espaço para saber se o próximo depósito, caso haja ganho, olha que R$ 116,00 de longe é um ganho substancial, conseguirei sacar?

Reivindico os valores, pois para mim é substancial para a continuidade da diversão!

It looks like you won't be able to withdraw any more from Amerio.

Could you tell me AMERIO what's going on this time?

Why is it being allowed to make a deposit if it can no longer be withdrawn?

The amount will remain there, tomorrow there are more palladium spins, the amount may increase. Towards platinum.

Sincerely,

Adriel

Pelo jeito não terá como sacar mais no Amério.

Poderia me me informar AMÉRIO o que está acontecendo desta vez?

Por que liberar para realizar depósito se não pode mais realizar saque?

O valor ficará lá, amanhã tem mais os giros paládio, pode ser que o valor aumente. Rumo ao platina..

Atenciosamente,

Adriel

Good morning team,

Now I don't know whether to open another complaint, but I'll take advantage of this space here!

Yesterday I deposited 25 BRL AND ANOTHER 25 BRL WITHOUT BONUS, IN THE RACE.

After a lot of effort, I managed to get a bankroll of 95 BRL, I made MULTIPLE attempts to withdraw until they confiscated my winnings.

ADD ANOTHER R$95.00 TO THE CONFISCATION BALANCE!

Bom dia equipe,

Agora não sei se abro outra reclamação, mas irei aproveitar este espaço aqui!

Depositei ontem 25 BRL E MAIS 25 BRL SEM BÔNUS, NA RAÇA.

Consegui depois de muito custo uma banca de 95 BRL, Fiz INÚMERAS TENTATIVAS DE SAQUE ATÉ QUE Confiscaram MEUS GANHOS.

COLOCA AI MAIS R$95,00 NO SALDO DO CONFISCO!



We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good morning Nick,

You need to take action, as I accessed the Amerio site via casino guru and from the comments on the forum many people are being harmed.

Bom dia Nick,

Precisa tomar providências, pois acessei o site Amério via cassino guru e pelos comentários no fórum muitas pessoas estão sendo prejudicadas.

Dear ADRIELDOMINGOS

We always strive to resolve disputes and find a fair solution for every player, just as we did in your case before. Negative comments on forums often come from players who have violated our casino's rules, but even in such situations, we take the time to review each case, explain the details, and clarify any misunderstandings. There’s no need to escalate the situation—our goal is to ensure transparency and fair play.

Regarding your case, our team is already reviewing it, and you will receive a response soon. We appreciate your patience and understanding—we will make sure to resolve this matter.

Best regards, The Amerio Team

Hello,

I've already expressed myself on the forum. I see you commented the same thing here as there.

So we'll be waiting for you.

Olá,

Já me expressei no fórum. Vejo que comentou aqui a mesma coisa de lá.

Assim, aguardar-vos-eis.

We will be now prolonging the complaint by 7 additional days for the casino to review the situation.

Dear casino,

If possible, please forward an actual evidence to nikolas.b@casino.guru as we will be unable to close the case as resolved without any.

Regards,

Nick

Hello team,

In an exchange of messages with the VIP team, I was told that a solution will be found this week.

Let's pray! It's the money coming back so that we can continue having fun at amerio.

Ola equipe,

Em trocas de mensagens com a equipe VIP amério foi informado que esta semana sai uma solução.

Oremos! É o dinheiro retornar que continuemos a diversão no amério.

Dear ADRIELDOMINGOS.

Thank you for your patience! We’d like to let you know that 211 BRL will be credited to your account shortly.

We truly appreciate having you with us.

Best regards, the Amerio Team

Dear ADRIELDOMINGOS,

Can you please confirm that the balance was credited to you by the casino?

Awaiting your response.

Nick

Dear ADRIELDOMINGOS,

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.

Hello team,

Yes, the 211 BRL was given as a bonus with rellover!

In my opinion, as the amount was already available for withdrawal when it was confiscated, it should have been refunded in real balance!

Attn,

Adriel

Olá equipe,

Sim os 211 BRL foi concedido em valor de bônus com rellover!

Na minha opinião, como o valor já era disponível para saque quando foi confiscado, deveria ter reembolsado em saldo real!

Att.,

Adriel

Dear ADRIELDOMINGOS,

Thank you for your message.

As the issue stems from the initial misuse of the bonus—specifically by converting bonus funds to real money through exiting certain slots—we must partially agree with the casino’s decision to apply a wagering requirement to the affected amount.

In most similar cases, casinos do not typically consider refunding such balances at all.

Please let us know if there is anything else we can assist you with.

Best regards,

Nick

The case of misuse of bonuses did not come up for appeal, as shown in the screenshot below, and understood by me, it is not even worth discussing in this complaint!

The case dealt with here was not misuse of the bonus but an error on the platform.

HENCE THE REFUND.

More recently the same thing happened, I had 50 BRL confiscated, and I completed the rellover normally!

When you return the money, will you have to make more wagering requirements? In this most recent case it was 3k BRL of rellover!

I believe there is an injustice here, and it is being embraced by Casino Guru, a place where it should safeguard safe, decent gambling and the enjoyment of us users.

O caso de uso indevido de bônus não veio o recurso, conforme print abaixo, e compreendido por minha parte, inclusive não é valor de discussão desta reclamação!

O caso aqui tratado não foi de uso indevido do bônus e sim um erro na plataforma.

POR ISSO A DEVOLUÇÃO.

Mais recentemente aconteceu mesma coisa, tive 50 BRL confiscado, sendo que completei normalmente o rellover!

Quando devolver, um dinheiro igual aos demais, vai ter que fazer mais requisitos de aposta? Neste caso mais recente foram 3k BRL de rellover!

Acredito que há uma injustiça aqui, e ela está sendo abraçada pelo cassino guru, um local onde deveria resguardar o jogo seguro, decente e a diversão de nós usuários.

Dear Amerio Casino,

Can you please clarify the situation regarding the funds added to the player's balance - why does it require wagering?

Additionally, what has caused the additional balance deduction from the player's account?

Looking forward to hearing from you.

Regards,

Nick

Dear Nick,

The player ADRIELDOMINGOS has repeatedly violated our bonus policy, despite being regularly informed of these issues. Balance deductions occur as a result of dishonest gameplay, not after the player makes a deposit.

We always encourage fair play and strongly discourage the use of fraudulent schemes. We have many players who follow the rules and never experience problems with withdrawals or balance deductions.

Of course, there are occasional disputes on our platform, and in such cases, we always strive to resolve the matter in a peaceful and respectful manner.

We hope for your understanding.

Kind regards,

The Amerio Team

Good afternoon,

The general discussion on the amerium forum contradicts your words. There are numerous complaints about hijacked withdrawals.

In addition, once I identified that I had violated and understood the violation I had committed, I paid more attention so that the misuse of the bonus would no longer occur and had the resource seized by you.

Therefore, I would like to point out here the total amount that was identified that I obtained in a "fraudulent" way with you, because it makes no sense to make numerous withdrawals of funds without properly accounting for them (amounts).

Therefore, this last withdrawal of 50 BRL that was confiscated, after hitting the rellover of the 20 free spins palladium level, should be returned, since it was obtained responsibly and within the guidelines of the empire.

Boa tarde,

A discussão geral do fórum amério contradiz suas palavras. Há inúmeras reclamações de sequestro de retiradas de fundos.

Ademais, uma vez identificado que violei e entendido por minha parte a violação que cometi, prestei mais atenção para que não ocorra mais o uso indevido do bônus e tive o recurso apreendido por vocês.

Desta maneira, pontue aqui o valor total que foi identificado que obtive de forma "fraudulenta" com os Srs. Pois não faz sentido fazer inúmeros sequestros de fundos sem a devida prestação de contas (valores).

Portanto, este último saque de 50 BRL que foi confiscado, após bater o rellover dos 20 giros grátis nível paládio seja devolvido, já que foi obtido de forma responsável e dentro das diretrizes do amério.

Thank you all for all the information provided so far. I will now forward the complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ola equipe,

Agora temos mais um caso para anexar ao já ocorrido.

Havia saldo real + saldo de bônus no valor de 61 BRL, comprei um bônus no jogo de 60 BRL e fui consagrado com um ganho de 111 BRL. Misteriosamente sumiu o valor, que nos termos do bônus é 20% do ganho em saldo real e 80% do ganho saldo de bônus, e grossamente explicado que havia acabado o saldo do bônus e é isso aí, aceita que dói menos!

No meu humilde cálculo, deveria ter recebido mais de 20 BRL de saldo real e mais de 80 BRL de saldo de bônus!

Será que em algum momento o site ser cordial com nós jogadores? E sanar todos esses equívocos da plataforma?



Hello team,

Now we have another case to add to what has already happened.

I had a real balance + bonus balance of 61 BRL, I bought a bonus in the game of 60 BRL and I was consecrated with a gain of 111 BRL. Mysteriously the amount disappeared, which under the terms of the bonus is 20% of the winnings in real balance and 80% of the winnings in bonus balance, and it was grossly explained that the bonus balance had run out and that's it, accept that it hurts less!

In my humble calculation, I should have received more than 20 BRL in real balance and more than 80 BRL in bonus balance!

Will the site ever be cordial to us players? And fix all these mistakes on the platform?

Ola equipe,

Agora temos mais um caso para anexar ao já ocorrido.

Havia saldo real + saldo de bônus no valor de 61 BRL, comprei um bônus no jogo de 60 BRL e fui consagrado com um ganho de 111 BRL. Misteriosamente sumiu o valor, que nos termos do bônus é 20% do ganho em saldo real e 80% do ganho saldo de bônus, e grossamente explicado que havia acabado o saldo do bônus e é isso aí, aceita que dói menos!

No meu humilde cálculo, deveria ter recebido mais de 20 BRL de saldo real e mais de 80 BRL de saldo de bônus!

Será que em algum momento o site ser cordial com nós jogadores? E sanar todos esses equívocos da plataforma?



Hello, ADRIELDOMINGOS,

From now on, I will assist you with the case. However, it would be highly appreciated if you could stop depositing/playing at the casino until the complaint is addressed, since your activity at the casino significantly contributes to delaying the resolution.

Thank you for your patience and understanding.

Now, let's find out more from the casino.

Dear Amerio Casino Team,

Is it please possible to disable the user's account or restrict it from any further activity until the case is closed? If so, can you apply it?

Then, can you clarify how it is possible that, after all (if the user really regularly breaches the casino's rules/bonus rules), the casino still allows him to use bonuses? Why doesn't the casino simply restrict the player's account from claiming bonuses?

It is alright to confiscate winnings accumulated thanks to a bonus, especially if the casino's rules are violated, but why give him more bonuses and allow it, if the casino later confiscates his winnings anyway? I am sorry, but I do not understand that.

Could you please explain the following:

• He accepted that he violated rules regarding his 510 BRL - winnings confiscated - alright. Why did the casino initially confiscate his following withdrawals of 116 and 95 BRL, which were later restored to his account, and why were these funds (211 BRL) subject to bonus rules (additional wagering requirements) if the casino decided to restore them, and the bonus conditions/requirements were met before the confiscation? Did he breach anything while accumulating those winnings (116 + 95 BRL)? Then, what happened with these funds? Were they lost by playing?
• Later, although I could see in one of the user's screenshots that there was another withdrawal of 50 BRL (marked as approved), he claimed that it was also confiscated. Can you clarify the situation around these winnings? What happened there? Has it been really confiscated, or was it successfully paid out? If it was confiscated - why, and can you substantiate it with relevant evidence?
• All relevant details regarding his last post/issue due to (again) another confiscation

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you. Looking forward to hearing from you.

Dear Branislav,

Thank you for your detailed message and interest in the situation. I will try to explain everything as transparently as possible.

You are absolutely right that if a player repeatedly violates the rules of the bonus policy, his access to bonuses can and should be limited. And we do take such measures. In the case of this user, access to bonuses was temporarily restricted, but at a certain point, at the player's request and out of a desire to maintain a loyal relationship with him, he was given one last chance to continue playing within the rules.

In general, the situation with this player developed according to the following scheme: despite repeated warnings and explanations of the bonus policy conditions, repeated violations of the bonus usage mechanics were recorded, which led to the final decision to block the account. We always try to solve such situations as correctly as possible, giving chances to correct the situation, but, unfortunately, it does not always lead to a positive result.

Thank you for your cooperation and assistance in resolving disputes.

Regards, Amerio team.

Regarding the amounts that the player provided to clarify the situation with them, a corresponding request has been made.

Regards, Amerio team

Hello team,

Thank you for your efforts to keep me on the platform and with the bonuses active, since my VIP level is palladium (showing my assiduity with the amerium).

Regarding the fact that I suddenly broke the bonus rules, I think it's unfair to put it this way, as I've always played the same way.

When I was warned, which resulted in the first winnings being blocked and identified by me, I totally changed my style of play, because I translated the rules into our language (Portuguese) and I've been following them ever since.

I hope to have more fun on the amerio platform and I have been doing so. Thank you to everyone involved so that it is resolved in the best possible way and it was, because the 216 BRL was returned, even in bonuses I managed to have fun.

Without further ado, I hope that our relationship will last and let me get back to the amerium that has more games ahead.

Attn,

Adriel

Olá equipe,

Agradeço aí pelos esforços de me manter na plataforma e com os bônus ativos, já que meu nível VIP é paládio (evidenciando a assiduidade minha com o amério).

Em relação de que repentinas vezes quebrei as regras do bônus, acredito que é injusto colocar desta forma, pois sempre joguei da mesma forma.

Quando avisado o que resultou no primeiro bloqueio de ganhos e identificado por mim, mudei totalmente o estilo de jogo, pois traduzi para nossa língua (português) as regras e estou dentro delas desde então.

Espero me divertir mais na plataforma amério e venho fazendo. Obrigado a todos os envolvidos para que seja resolvido da melhor forma possível e foi, pois os 216 BRL foi devolvido, mesmo em bônus consegui me divertir.

Sem mais, espero que seja duradouro nosso relacionamento e deixa eu voltar no amério que tem mais jogo pela frente.

Att.,

Adriel

Taking advantage,

As far as I'm concerned, you can close this complaint. I hope we'll have a healthy deposit and withdrawal relationship with the amerium.

And towards VIP level Black.

Aproveitando,

Por minha parte pode encerrar está reclamação. Espero que tenhamos uma relação saudável de depósito e saque com o amério.

E rumo ao VIP nível Preto.

Greetings all,

Thank you guys for your replies and updates, and I am sorry for the delay.

Dear ADRIELDOMINGOS,

Thank you for the confirmation and for using the Casino Guru complaint resolution centre. I will mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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.

Thank you very much, Amerio Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru