I have issue with withdrawal payment in the casino.

I started playing in casino in October 2024. I verified my account succesfully and got 2 payments in November and December. The last deposit I made on 04.12.2024 and won 1513USD. I tried to claim the withdrawal which was rejected. Casino asked me to provide selfie with special text on the paper, which I provided and it was approved. I tried again to withdraw my winning but all efforts were rejected since then. I contacted casino several times via chat and email but issue is still the same. About 3 months passed after winning and casino cannot resolve to pay my money or maybe they don't want to pay at all.

Please help me with this case.

Dear Kianis,

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.

Did you accumulate your winnings with or without an active bonus?

Has the casino provided any reason for the rejection of your withdrawal after the approval of the selfie they requested?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Dominika

Dear Player. Thank you for your appeal. We are looking into your situation and will give you an answer soon. 

Thank you for being with us.

Best regards, Amerio team

Dear all,

I am very sorry I missed your emails regarding reopening my case.

Thank you for contacting me. I would like to ask you to continue resolving the complaint.

Best regards,

Jorge

Dear Kianis, kindly answer my questions above.

Dear Dominika,

I deposited my real amount and used bonus.

Casino informed that my gaming sessions are being verified. This is the reason for delay.

Emails are forwarded to you.

Thank you.

Dear Kianis, do you have any updates regarding the review of your gaming sessions?

No, I still don't have any update.

Dear Amerio Casino, do you have any udpates, please?

Dear Kianis. Your activity has been noticed by the security service, and at the moment your game sessions are being checked. Thank you for your understanding - as soon as the check is completed, we will let you know the result.

Thank you for being with us.

Best regards, Amerio team.

Dear Kianis, just to be sure, did you play casino games or place bets on sports?

Dear Dominika,

I play slots.

Thank you very much, Kianis, for providing the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) 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.

Dear Kianis,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Amerio Casino representative to join this conversation.

Dear Amerio Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mirka.

Thank you for extending the timer, as we need some more time to test this player session.

Best regards, Amerio team

Dear Amerio Casino,

Would you be able to provide the results of the game sessions checks?

Thank you.

Dear Mirka.

We have identified signs of bonus abuse in the player's activity, so we need a bit more time to carefully review the gaming sessions.

Thank you for your understanding.

Best regards, Amerio team

Dear Mirka.

During the review of the gaming sessions, a violation of the bonus policy was identified. As a result, the player's account has been blocked.

Best regards, Amerio team

Dear Amerio Casino,

Could you please specify, which rules the player breached, and send me supporting evidence to [email protected]?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mirka,

We apologize for the delay and would like to inform you that the screenshots related to the session in question have been sent to your email.

Best regards,

The Amerio Team

Dear Amerio Casino,

I've replied to your e-mail with request for further clarification.

Thank you for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mirka.

We apologise for the delay, we will email you the missing information shortly.

Thank you for your understanding.

Regards, Amerio team

Dear Amerio Casino,

I will be waiting for your email.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kianis,

Since the casino did not provide me with sufficient evidence supporting their claim, we are forced to close the complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Mirka