Amerio Casino - El jugador enfrenta un proceso de retiro retrasado.

I won some games, and when I wanted to withdraw my balance, I saw that it could only be done through cryptocurrency. I did everything necessary to make the withdrawal, but it was rejected. I kept searching for information since they provide nothing in the chat, only to find out that it must be done using the same deposit method. However, there are only two options available, which they don't seem to understand. I've been dealing with this for a week now, and it's very frustrating that there has been no progress on the issue. If you could help me, I would greatly appreciate it.

Gane unos juegos y al querer retirar mi saldo veo que solo por criptomonedas hice lo necesario para retirar y lo rechazaron seguí buscando información ya que no dan nada en el chat pues resulta que debe ser por el mismo método de deposito pero solo vienen 2 opciones a lo que no entienden llevo 1 semana y es muy tedioso que no den avance en el caso si pudieran ayudarme se los agradecería

Dear Elkushkush1,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing with your withdrawal and the lack of clear communication from the casino.

To better understand your situation and assist you effectively, could you please provide answers to the following questions:

• Which deposit method did you originally use to fund your account?
• Can you confirm if the casino has requested you to place a minimum deposit using an alternative payment method to process the withdrawal?
• Did the casino provide any specific reason for rejecting your cryptocurrency withdrawal?
• Could you share any relevant communication or screenshots you’ve had with the casino regarding this matter?

Please feel free to forward any supporting documentation or communication to petronela.k@casino.guru. This information will help us gain a clearer picture of the issue and mediate on your behalf.

Your cooperation is crucial if we are to proceed with this case and work toward a resolution. Without your input and supporting details, it will be challenging to move forward effectively.

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,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Dear player Elkushkush1 . Thank you for your request and waiting. Due to technical issues in the ERC payment channel, withdrawal of funds is temporarily not working. Please request withdrawal of funds on TRC.

Sincerely, Amerio team.

Estimado jugador Elkushkush1. Gracias por su solicitud y espera. Debido a problemas técnicos en el canal de pagos de ERC, la retirada de fondos no está funcionando temporalmente. Por favor, solicite la retirada de fondos en TRC.

Atentamente, equipo Amerio.

Dear Elkushkush1,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.