This casino is a complete scam, do not put your money here, I have been trying to withdraw money for more than 5 months with the verified account, and they tell me that they have to verify my gaming sessions, which took more than 30 days, then my identity for another 30 days, and now they do not know what excuse to give me and supposedly they wait for answers from other departments, in other words they are wasting my time so as not to admit their scam, do not put a single dollar here you will regret it

Dear aguslp.

We are sincerely sorry that you have such an impression of our service. We assure you that it is not our policy to deliberately delay the process or mislead players. We always act in accordance with regulations and procedures, especially when it comes to account security and the checks required by the standards of responsible gaming.

We understand that waiting can be tedious, especially if the situation is protracted. However, if the verification takes longer, it is solely due to the need to deeply analyze all details, including gaming sessions and documents, to ensure correct and secure transactions.

We appreciate your patience and want to assure you - your situation is not forgotten. As soon as the necessary information is received from internal departments, we will definitely contact you.

Regards, Amerio Team

Hello aguslp,

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 since when exactly are those checks going on?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

??My account has been verified for at least 5 months, and I've contacted them by email since January. As you can see in the images, they've told me twice to wait 30 days, which I've done patiently. Now they still don't know what to tell me because, as I said, my account is verified. It doesn't make sense to delay so long. And the last time I spoke, as I also attached, was 8 days ago because I sincerely don't have the energy to talk to them more often. I think they scammed me, so it doesn't make much sense. And all the salary was mine, no bonuses.

Apologies for answering after so long. I've had a difficult few days. Thank you for taking the time.

Thank you aguslp for all the information provided. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello aguslp,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will continue to dialogue with the casino team in finding a suitable resolution if possible.

Dear Amerio Team,

Can you please provide an explanation for why the player's verification process is greatly exceeding the usual time frame? While I can understand that in occasional cases a bit more time may be necessary for the verification process; however, the fact that the player's case has been pending for nearly six months does not align with an optimal user experience. What can be done to expedite the process?

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 Michal. We will provide you with all the information you need as soon as possible.

 Best regards, Amerio team.

Dear Amerio Team,

I'm looking forward to your timely response.

Dear Michal.

I'm still waiting for information from the security service. As soon as it arrives, I will write to you immediately. I hope for your understanding.

Sincerely, Amerio team

It seems like they're doing what they did to me: stalling and buying time. This thread has been going on for over a month now, and if we add to that the amount of time I've been waiting for the withdrawal, they're already...

Pareciera que están haciendo lo que me hicieron a mi, dilatar la situación y ganar tiempo, ya este hilo lleva mas de un mes y si le sumamos a lo que llevo esperando el retiro ya van..

Dear Amerio Team,

While we acknowledge that certain verification cases may require additional processing time, we must express our serious concern regarding this particular matter, which has remained unresolved for six months now. Such an extended delay significantly exceeds reasonable expectations and risks being interpreted as deliberate obstruction, which contradicts our shared commitment to efficient, transparent, and user-friendly KYC and/or AML procedures.

The current situation falls considerably short of the operational standards we expect from a reputable casino. We therefore formally request your immediate attention to this matter to facilitate its prompt and satisfactory resolution.

Should we fail to receive appropriate action within a reasonable timeframe, we regret to inform you that we will have no alternative but to conclude this case as unresolved. Please note that such an outcome would necessarily negatively impact Amerio Casino's safety index rating.

We trust you will appreciate the urgency of this matter and look forward to your prompt response and resolution.

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 aguslp,

Unfortunately, despite my involvement and multiple requests, the casino team was not able to provide a reasonable explanation for the significant delay, nor did they take actions to expedite it, which leaves us with no choice but to close this case as unresolved. The casino's approach, which now appears to be intentional stalling in processing your verification and withdrawal, is far from our expectation for a efficient, transparent, and user-friendly KYC and/or AML procedures.

I will now mark the complaint as "unresolved" in our system. 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 and resolve this case, we will reopen the complaint, and you will be notified by email.

Since the casino operates without a valid licence and doesn't refer to any ADR service, there is no gaming authority to turn to.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru