Amerio Casino - Player’s withdrawal is confiscated.

Unfortunately, they are not honest. When you win more than you lose, at the first opportunity, they claim you've violated some policy and your withdrawal is seized. Yesterday, a withdrawal of R$3,800.00 was approved, but it never hit my account. I asked support why, and they didn't provide a reason. They told me to never bring up the subject again. It seems like it could be someone managing the funds and diverting the customer's money, as the money shows as withdrawn, taking it from both the customer's side and the game's provider. I decided to do a test today since they said I could continue playing. I deposited without taking any bonuses, played a little, and went to withdraw, but unfortunately, they said the same thing as yesterday—that the withdrawal was confiscated because I supposedly violated the bonus policies, even though today I didn't play with any bonuses.

Dear andreiatoniolli,

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. 

• Do I understand correctly that the casino confiscated both your first and the second winnings?
• Did you accumulate your first winnings with an active bonus?
• Could you please clarify the dispute value? You set the amount to R$1, in your message, you mentioned that the first winnings were R$3,800, but you never specified how much the second withdrawal was.

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

Hi Kristina,

Did I understand correctly that the casino confiscated both your first and second winnings?

- Yes, it was the 4th and 5th largest withdrawals that were confiscated.

Did you accumulate your first winnings with an active bonus?

- Yes.

Could you clarify the amount of the dispute? You defined the amount as $ 1. In your message, you mentioned that the first winnings were $ 3,800, but you never specified how much the second withdrawal was.

- Total amount R$4,017.00

- A withdrawal of R$3,817.00

- A withdrawal of R$200.00

Thank you in advance

Sincerely,

Andréia S T***

Thank you for your reply, andreiatoniolli. I changed the dispute value to R$4,017.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear andreiatoniolli. We will carefully study your complaint and make conclusions so that this will not happen again. Please write your casino ID.

Dear andreiatoniolli,

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.

Hi, what's up?

I don't have anything saved because the Casino support chat doesn't save complete conversations.

andreiatoniolli, please note that the casino requested your casino ID two weeks ago. Could you please share it here?