Amerio Casino - Player's withdrawal is canceled without explanation.

Once again, I'm stuck with this casino's perplexing and ridiculously vague rules and terms.

I received an email about a BRL 50 no deposit bonus, which had its wagering requirements, as expected.

I played through the requirements and requested a withdrawal of the exact allowed amount stated in the bonus terms: BRL 250.

But, of course, my withdrawal request was canceled, and the money was simply taken away.

I contacted support, and their response? I had broken some rule—but they couldn’t even tell me which one! When I asked for clarification, their answer was nothing but a vague excuse followed by a sarcastic "sorry for your loss".

This mocking attitude is a pattern with their so-called "support" team. Instead of solving problems, they seem to enjoy being condescending and making fun of players.

I’m extremely disappointed, and honestly, I won’t waste any more time or money here unless they fix this or at least explain what happened. Because how can I trust an online casino with my money if things like this keep happening?

I claimed the bonus, played only in games where the bonus was allowed, as the casino itself prevents bonus use in restricted games, and requested a withdrawal exactly within the stated limits.

And somehow, that’s breaking the rules?

Once again: I’m not trying to go against any rule. If I made a mistake, fine—as long as they explain what it was. But it’s absurd to offer a bonus, set the requirements, let the player grind for hours, and then just take the money without an explanation, while the support mocks you instead of helping.

I'm leaving here:

Bonus log showing it was completed. and its requirements.

Withdrawal request log: requested at 7:38 AM and canceled.

Casino cancellation log at 8:32 AM.

Support communication chat (in Portuguese) confirming they couldn’t explain the rule I supposedly broke, while responding in a sarcastic and dismissive manner.

Support communication email acting like a bot - and the answers make me feel like I'm talking to FBI!!!

This isn’t just bad service—it feels like a scam served with insulting sarcasm.

Dear robertafreitas90,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise if you received the email with the bonus from the casino? Can you please forward the email to me?
• Did you play with any other bonuses in the past?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Dear robertafreitas90.

Thank you for your appeal, and we are sorry for the difficulties you are experiencing. 

We are looking into your situation and will try to resolve it as soon as possible.

We sincerely apologize for our support team that failed to properly answer your questions and assure you that we will fine the unscrupulous employees after an internal investigation.

Best regards, Amerio team.

Hi.

Kristina, I forwarded you the bonus email. It was sent by the casino.

And I have played with other bonuses in the past. I've done several deposits and withdrawals without problem.

Amerio, the situation got worse.

I'll organize here some facts.

• Questioning the Alleged Violation (Timeline vs. October Terms Update)

The casino's statement is that I violated rules by using the same bonus multiple times by changing the currency (bonus name - RTN-24.09 75 Free Spins in Big Bass Bonanza).

• Timeline Discrepancy: Your Bonus Terms were last updated in October, yet I am being penalized for an alleged violation in September. If the specific rule on "currency switching" was introduced or modified in October, it would be unfair to apply it retroactively.
• No Clear Clause Found: Even in the current Terms, I cannot locate a precise clause explicitly prohibiting "currency switching" to reuse a bonus. If such a rule exists, please provide the exact wording and its clause on Terms and Conditions.
• System Allowed It: If I inadvertently used the same bonus in a different currency, the platform itself permitted the process without warnings or blocks. Penalizing me after the fact for a system oversight appears unjust.

For these reasons, I challenge the bonus confiscation.

• Unprofessional & Contradictory Support Conduct

Throughout my attempts to clarify this issue, I encountered multiple instances of sarcastic, contradictory, and dismissive responses, including:

• Contradictory Statements
• One representative claimed no separate "Customer Service Department" exists, while another said my case would be escalated to such a department. The Terms (Sections 20.1, 6.11) reference a "Customer Service Department," but the links mentioned do not appear on your site.
• Rude or Dismissive Responses
• Some messages were in all caps, which is typically perceived as shouting or aggressive. Others were sarcastic, belittling my understanding rather than offering a professional explanation.
• Sarcastic & Inconsistent Answers
• I received remarks that seemed intentionally dismissive or mocking, rather than genuinely attempting to address my concerns. This attitude is particularly troubling given the seriousness of handling real-money gambling issues.
• Incomplete Email Template
• The situation escalated to the point where I received an unfinished template email, with placeholder text (e.g., "the possible violation is related to (specify if there is information, or leave a general indication).") still present. This shows a lack of care and professionalism, suggesting my case was never thoroughly reviewed.

This conduct is entirely incompatible with the level of professionalism one would expect from an online casino handling financial transactions.

Based on these concerns, I request:

• Delayed Punishment for an Alleged Past Violation
• If this issue truly occurred months ago, yet I was neither warned nor penalized at the time, it is unreasonable to impose a penalty now—particularly since I have continued to use the platform without incident. I have received no improper benefit, and no one informed me of any wrong doing at the time.

• No Recurring or Conscious Abuse
• I have not knowingly or repeatedly exploited any loophole. My continued play, adhering to subsequent bonuses and rules, demonstrates my good faith. Penalizing me retroactively for an unflagged incident - occured under different terms & conditions - undermines the fairness and clarity I expect from your platform.

• Request to Disregard the Punishment
• Given that this alleged violation was never raised earlier, yielded no illicit advantage, and did not reoccur, I ask that you withdraw the penalty and restore any confiscated funds or bonuses. Imposing a retroactive sanction under these circumstances is both unjust and contrary to the transparent environment that online casinos should maintain.

Lastly, I request that you review the contradictory statements, dismissive or sarcastic tone, and the incomplete email template I received. This unprofessional handling of my queries only added to the confusion and frustration.

Thank you very much, robertafreitas90, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.