Amerio Casino - Player believes that their withdrawal has been delayed.

Balance confiscation, with no concrete justification.

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

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.

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!

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!

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!

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!

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

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!

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.

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.

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.

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.