Amerio Casino - Player’s winnings haven’t been received yet.

Hello,

I would like to file a complaint about this casino.

I have provided all the necessary documents for KYC verification, and the process was successfully completed. After that, I successfully made one withdrawal.

I did not use any bonuses, only my own deposit.

The issue is that since the 23rd, I have been unable to withdraw my funds. Each time I submit a withdrawal request, it is canceled within 12 hours. So far, I have submitted 7 withdrawal requests.

Customer support does not provide a clear answer, only asking me to resubmit the request and "wait." Despite submitting new withdrawal requests multiple times, the problem remains unresolved.

Dear oleks28888,

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 Player. Our support team wrote to you to write your cryptocurrency wallet correctly, or specify another one. In your case, we reject the withdrawal of funds not our casino, but the provider in view of the above written problem. 

Regards,

Amerio team

Dear oleks28888,

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.

The money has been withdrawn, everything is good. Thank you

Dear oleks28888, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru