The player from Portugal encountered an account ban after making a withdrawal request of 300€, despite having successfully completed the KYC procedure. The casino withheld the remaining balance of about 1700€ and did not provide a reason for the ban. We reviewed the player's complaint but determined that it involved sports betting, which fell outside our scope of handling online casino complaints. Consequently, the complaint was rejected.
Amerio Casino - Player's account has been banned after a withdrawal request.
Amount: €1,700
Amerio Casino
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7.3
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Case closed
Our verdict
Other
REJECTED
Case summary
5 months ago
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6 months ago
Hello Casino Guru,
After successfully completing the KYC procedure, I made a withdrawal request of 300€
The request was approved.
The casino then, banned my account, without paying out the remaining balance which was around 1700 EUR.
No reason to the ban was given.
I would really appreciate your help on this matter.
Best Regards.
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6 months ago
Dear joseferreira13378,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do I understand correctly that all your identity documents were successfully approved by the casino and that you were fully verified?
Could you please specify what games you played to accumulate your winnings? Were they slots, live casino games, or did you participate in sports betting?
Have you accumulated your winnings with or without an active bonus?
When exactly was your account blocked? When was the last time you communicated with the casino customer support?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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6 months ago
Hello Casino Guru,
Do I understand correctly that all your identity documents were successfully approved by the casino and that you were fully verified?
Yes
Could you please specify what games you played to accumulate your winnings? Were they slots, live casino games, or did you participate in sports betting?
Some Slots and sports betting
Have you accumulated your winnings with or without an active bonus?
No bonus were used at all
When exactly was your account blocked? When was the last time you communicated with the casino customer support?
Yesterday (24/05)
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5 months ago
Please forward me all the communication between you and the casino that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.
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5 months ago
Thank you for the update.
As you might know, our forum Casino.Guru deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.
Thank you very much for your understanding.
Best regards
Veronika
