Amerio Casino - Player's account has been accused of cheating.

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.

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.

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:

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.

Dear bila021171,

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.

Okay, nothing has been resolved, I'm still waiting.

Hi, I've sent you a negotiation proposal, I'd accept exchanging the amount of the withdrawal that didn't go into the bonus amount, but if not there could be a very large rollover and if it's deducted from the real balance, deduct a maximum of 3% of the real balance. I'm waiting, the 30-day deadline closed yesterday.

Thanks.

Dear Amerio Casino,

What was the conclusion regarding the investigation of the player's activity? Have you revised your decision to confiscate the player's winnings?

Please let me know about any details from your point of view to my email at tomas@casino.guru or share the information here.

Dear player,

We have investigated your situation and contacted the game provider. They have informed us that your balance was displayed incorrectly due to an incorrectly closed game session. We highly appreciate you as our longtime player and as an exception we would like to credit your game account with 500 reals. These funds do not require wagering.

Thank you for playing with us!

Regards, Amerio team

Hello, good morning, I'm very grateful and pleased if this is done, I'm happy with the resolution. I tried to log in to my account, but I couldn't. As soon as I contact the support team and make a withdrawal, I'll come back and tell you if everything went well.

Unfortunately the account has been banned.

I will contact the casino by e-mail.

Dear Player. We will try to unlock your account as soon as possible. Thank you for staying with us.

Best regards, Amerio team.

Hi, good evening, I hope you're well.

I really appreciate the effort of those who tried to help, BUT IT DIDN'T WORK. I'm giving up on the casino, it's over 1000. At one time I liked Amerio very much, but if the player starts to win it's no use to them anymore, the support is trying to make up stories. It got to the point where I zeroed out my account and made a simple deposit without using any bonuses. I managed to request a withdrawal, but as is always the case, it wasn't approved and the account balance was completely confiscated due to bonus abuse.

The amount I had withdrawn was 10,500 and not the quoted 10,200. They left me with 500 as agreed, so far so good.

I handed over the 480 brl I had withdrawn and continued playing with the 20 brl. That's when the withdrawal denial show started. I have everything registered, now I'm out of my mind, I'll rest later here or in the e-mail I'll send all the evidence and talk to him. I'm really sorry, I was enjoying it and winning, but I have no confidence in accessing my amerio account again, I could even delete it. I don't play there anymore. I've wasted more than 24 hours playing directly, I've won and they've just taken me away.

A big hug to all the good guys, stay in peace. Don't worry about what they take from me, God will bless me one day.

Dear Player. Thank you for your feedback. We are sorry to hear about your experience and sincerely regret that we did not meet your expectations. Your concerns are very important to us and we want to assure you that we take them seriously.

We are constantly working to improve the quality of our services, including the responsiveness of our support team and the transparency of our bonus terms. We understand the importance of trust and consistency, and we will address these issues to regain the trust of our players.

If you have a desire to do so, please contact our support team and tell us about your concerns - we would welcome the opportunity to rectify the situation. Your satisfaction remains our top priority.

As an exception, and with great gratitude, our casino has credited your account with funds that do not need wagering. We appreciate you very much.

We hope you will stay with us and get more bright and positive emotions!

Best regards, Amerio team

RESOLVED! SHOW ALL OK.

Everything was fine, no words, I was very happy with the consideration, the help and especially the resolution of the event.

Thank you very much to the casino guru team, I am satisfied and very happy that casino amerio is back to being my favorite, I am very happy. Thank you all very much!

Dear bila021171,

We're relieved 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, 

Tomas

Casino.Guru