The player from Brazil filed a complaint against Amerio Bet casino for the wrongful confiscation of his winnings from a free spins bonus. Despite having complied with the promotion's terms, including making a deposit and meeting the rollover requirement, the casino claimed a violation of bonus policy without providing evidence or a clear explanation. The player requested support in reclaiming his winnings or obtaining clarification on the alleged violation. The issue was closed due to the player's lack of response to inquiries from the Complaints Team, which prevented further investigation or potential solutions at that time.
Amerio Casino - Player's winnings are confiscated without explanation.
Closed
Our verdict
Player stopped responding
Amount: 8,298 R$
Amerio Casino
Safety Index:LowCase summary
Discussion
Public
Public
8 months ago
Translation
Hello, Casino Guru team.
I would like to file a formal complaint against Amerio Bet casino for wrongful confiscation of my winnings from a free spins bonus.
I received free spins as part of a casino promotion. After using them, I had a significant win. In accordance with the terms of the promotion, I made a deposit and fully met the rollover requirement to release the funds.
After completing the rollover, I asked to withdraw the funds, but casino support informed me that the winnings had been confiscated due to an alleged violation of the bonus policy - without providing any proof, details or objective explanation as to what had been violated.
I politely reiterated that:
I have never created multiple accounts.
I have never used abusive strategies or robots.
I didn't place bets above the allowed limit.
I played within the regular rules and responsibly.
I complied exactly with the rollover required by the promotion.
In addition, I had made other deposits and withdrawals before without any problems, which proves my good track record as a legitimate customer of the platform.
However, this time the amount was simply confiscated, and support refused to clarify which rule had been broken, saying only that "they are not obliged to provide further information".
I feel aggrieved and wronged. This is an opaque and disrespectful practice towards the player. I am ready to provide it:
Screenshots of balances and bets.
Proof of rollover compliance.
Proof of deposit via Pix.
Conversations with casino support.
I request that the Casino Guru team intercede on my behalf so that:
The casino returns the amount of winnings won legitimately;
Or at least to clearly present, with evidence, the alleged violation that justifies the confiscation.
Thank you in advance for your support and I hope for a fair resolution.
Sincerely,
Automatic translation:
Public
Public
8 months ago
Dear player,
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 specify exactly which free spins promotion you received?
Do you still have access to the original offer or the bonus terms and conditions?
Have you previously used any other no-deposit bonuses at this casino? Please share your recent bonus history, if available.
Could you also share your communication with the casino regarding this issue — especially any part where they mention the reason for the confiscation? Send emails or chat transcripts to my email at dominika.l@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,
Dominika
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
7 months ago
Dear player,
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.
Public
Public
7 months ago
TranslationI've already sent the information to the e-mail.
So far I have not been able to reach an agreement with AMERIO.
Automatic translation:
Public
Public
7 months ago
Dear player, could you please confirm whether the casino has finally provided a specific reason for the confiscation of your winnings, or have they still refused to explain what rule was allegedly violated?
Also, if I’m not mistaken, you haven’t yet answered this question: Have you previously used any other no-deposit bonuses at this casino? Please share your bonus history.
Public
Public
7 months ago
Dear player,
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.
Public
Public
7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Dominika
Casino.Guru
