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I purchased a bonus in a slot game and won a prize of R$580. Afterwards, I continued betting until I had a balance of R$490. I then made four withdrawals of R$100 each. Following this, my withdrawals were denied, but the site showed them as approved. Upon contacting support, they claimed I violated the bonus terms, although I was betting with real money. The support team simply said they would not help me in any way and that if I kept insisting, they would spam me.

comprei um bonus em um slot e tive um premio de 580 r$ e após continuei apostando ate ficar com um saldo de 490, após isso fiz 4 saques de 100 r$ após isso meus saques foram negados e o site deu como aprovado após entrar em contato falaram que eu violei os termos de bonus sendo que eu apostei via aposta real, o suporte simplesmente disse que não iria me ajudar de nenhuma forma e que se eu continuasse iria me dar spam

Hello filipebiel201,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Amerio Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you ever claim any bonuses in the casino?
• When was the last time you spoke to the casino and what was it about?

Please forward your deposit, bonus and betting history to [email protected] for further review.

Looking forward to your answer.

Regards,

Nick

Dear Player,

Thank you for your feedback. We appreciate the feedback and want to clarify the situation.

According to our terms and conditions, the use of bonus funds to accumulate progressive mechanics or their subsequent use when playing for real money is prohibited. Unfortunately, in your case this policy was violated. The bonus was used to buy in a slot and then canceled, resulting in an incorrect transfer of winnings to a real account. In such cases, the rules stipulate that winnings will be canceled.

You also mentioned successful withdrawals earlier. We do strive to make withdrawals fast and convenient for our players. The average execution time is no more than 30 minutes. However, in rare cases, errors may be detected later and we take appropriate measures to correct them.

We thank you for your understanding and hope you will stay with us. If you have any questions, the support team is always ready to help.

Regards,

Amerio Team

I bet with real money, the bonus wasn't canceled, I bought the bonus with my own money, not by using the bonus.

Eu apostei com dinheiro real, o bonus nao foi cancelado,eu comprei o bonus com meu dinheiro nao com o uso de bonus

I always bet with the bonus deposit, but in this case I deposited real money and bought free spins in the game with my own money.

Sempre apostei com o deposito do bonus mas nesse caso eu fiz um deposito com dinheiro real e comprei rodadas gratis dentro do jogo com meu proprio dinheiro

Hello filipebiel201,

According to the casino’s explanation, you accumulated free rounds within casino games while having an active bonus. Once the bonus was canceled or finished, you returned to those rounds to claim your free spins. This tactic is strictly prohibited, and players are not entitled to receive winnings from it.

Is there anything else we can assist you with?

Kind regards,

Nick

I didn't do that, I bought free spins with my real money after a deposit, and yes I have used their bonus but that wasn't the case as I deposited without the bonus and went on to play normally buying free spins.

eu não fiz isso eu comprei rodadas gratis com o meu dinheiro real depois de um deposito, e sim ja ultilizei o bonus deles mas esse não foi o caso pois eu depositei sem o bonus e fui jogar normal comprando rodadas gratis

Hello filipebiel201,

Please forward your full deposit, bonus and betting history to [email protected] for further review.

Regards,

Nick

Dear filipebiel201,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.