Dear ericleo.
We have looked into your situation. Due to a technical glitch your winnings were not credited to your account. Thanks to you we have eliminated it and your money is credited to your account.
Thank you for this appeal. We strive to be better, and you help us in this.
Thank you for being with us.
Respectfully, Amerio team
Querido amerius,
Ayer (20/03/2025) hice dos depósitos de R$ 25,00 sin bono porque tenía un error y no podía iniciar sesión.
Conseguí retirar R$ 95,00 y después de numerosos intentos de retiro el recurso fue confiscado! al igual que otros. 
¿Tendré tanta suerte como nuestro colega Eric?
Once again I’m having problems with this casino and it’s unclear rules.
i received an email about a BRL 50 no deposit onus. It had its wagering requirements, as usual.
I played the requirements and requested the withdrawal of the exact amount allowed, as the bonus says: BRL 250.
but my withdrawal request has been canceled and the money taken away!
I talked to support and they said it was identified I broke rules and that they did not have the information of which. And then said they could do nothing and "sorry for your loss"!!!!
the ironic behavior is a constant from the "support" team.
Im very disappointed and I don’t expect to spend any more time and money here unless they solve it. Or at least clarify. Because how can I be secure to put my money in an online casino if things like this keep happening????
I claimed the bonus, played on games where the bonus amount was enabled, as the balance is displayed without the bonus amount in games not allowed, and requested the withdrawal of the exact maximum bonus amount.
how can it be a rule breaking???
once again: I don’t want to be above any rule. If I’m wrong according to any term that’s ok. But it’s totally not fair to offer a bonus with its requirements, I spend hours to play through and in the end lose it without clarification at least.
i have bonus log saying it has been finished, my withdrawal request log - requested 7:38 and canceled, and another one at 8:32 that is the casino cancel and the support communication, in Portuguese.
Buenos días colega,
Simpatizo contigo, me confiscaron 3 retiros y saber que están perjudicando a más personas es una locura.
Creo que el gurú del casino debería ser más incisivo en este asunto, pero si miras aquí, todavía dejan una plataforma como esta activa en su espacio.
Que nuestro problema se resuelva y nos devuelvan el dinero.
Peor aún, nunca he tenido ninguno... Siempre uso los bonos... Incluso los giros vip gratis, unas cuantas veces cuando logré ejecutar la apuesta logré obtenerlos...
Son muy desordenados y lo peor es que los chicos de soporte son unos depravados...
Well... turns out that the money vanish is not even what bothers me more...
If anyone had any doubt that their support is completely negligent, does no analysis whatsoever, and lies about doing it, uses pre-written phrases, and doesn't care if they're right or wrong, here is the last email I received from support.
They didn't even bother to change the email template!!! They just copy and paste!!!
It's a shame that a company as big and that works with something so particular that is gambling, let their support team so messy.
If anyone had any doubt that their support is completely negligent, does no analysis whatsoever, and lies about doing it, uses pre-written phrases, and doesn't care if they're right or wrong, here is the last email I received from support. They didn't even bother to change the email template!!!
They just copy and pasted the standard answer!!! They did not even read what they are sending!!!
I'm disappointed, I never expected such amateurism.
After spending my whole day evidencing contradictions on answers from casino support and dealing with unprepared, unprofessional, sarcastic, unpolite, dismissive, rude, reckless... well I could use my whole english vocabulary of adjectives because it's just unbelievable how this case that should be simple has been handled!!!
Besides the, from my point of view, rude analysis error, the support team just gave a show of how to not attend a customer. It's a shame that a company that deals with a business like gambling can't handle simple requests. And it's not the individual's fault. For me it's clear that it's a team management problem. But it's none of my business. Just my 5 cents.
And I did not even requested my money back - I just wanted to understand which clause of the terms and conditions was broken!!!!!
I got a responsefrom the support team that I violated a bonus terms because I used the same bonus code for multiple currencies... on september 2024!!!! And did not get any money from that!!! And have been playing as if it never happened since that!!! I did not even know or didn't even remember!!!
Also it's not something I do, as if I found out an exploit or anything.
And even if I had been doing it.... I wouldn't know that it was a violation, because it is not contained on Terms and Conditions!!!
Plus the platform allowed me to use the bonus codes, and it usually blocks when I don't match the requirements.
And the icing on the cake: the supposed violation was in september but the terms and conditions last update was october!!! So they are punishing me 6 months later based on supposed terms and conditions that were implementer AFTER THE FACT HAPPENED!!!!!!
Anyway, I'm tired. Talking didn't result in anything.
I gave up trying to talk.
I have sent a last email with this statement of the terms and conditions date. If they are still insisting in punish me for supposedly abuse bonus when the terms and conditions were not even valid... I'm going to escalate it.
According to the Terms and Conditions you provide, Section 20.5 mentions the existence of a Customer Service Department for dispute resolution and support. However, I am having difficulty locating this department or receiving adequate assistance for my case.
I look forward to receiving a clear and objective response so that we can resolve this matter appropriately.
Hi there.
I see you have already submitted the complaint too, but I still hope the casino representative will perhaps address your concerns even here on the forum. We shall see, I guess.
In any case, my colleagues will try to bring more light into your complaint.
Would you mind summarizing the bonus abuse you mentioned? I just want to avoid misunderstanding on my side. Thank you.
Dear ADRIELDOMINGOS
We always strive to resolve disputes and find a fair solution for every player, just as we did in your case before. Negative comments on forums often come from players who have violated our casino's rules, but even in such situations, we take the time to review each case, explain the details, and clarify any misunderstandings. There’s no need to escalate the situation—our goal is to ensure transparency and fair play.
Regarding your case, our team is already reviewing it, and you will receive a response soon. We appreciate your patience and understanding—we will make sure to resolve this matter.
Best regards, The Amerio Team
Dear robertafreitas90.
Thank you for your appeal, and we are sorry for the difficulties you are experiencing.
We are looking into your situation and will try to resolve it as soon as possible.
We sincerely apologize for our support team that failed to properly answer your questions and assure you that we will fine the unscrupulous employees after an internal investigation.
Best regards, Amerio team.
Hola Amério,
En primer lugar, simplemente estoy expresando mi sincera indignación con la plataforma y no estoy agravando el problema.
El caso anterior mencionado ya ha sido explicado, sin embargo no tiene sentido cuestionarlo, una vez que el martillo ha dado ahí no tenemos hacia donde correr y aceptar que duele menos.
Además, después de este caso de 510 BRL "que violé la regla" terminó por mi parte, pero hubo dos episodios más uno de 116 BRL y otro más reciente de 95 BRL, según impresiones aquí en el foro y en la denuncia de apertura.
Por lo tanto, hasta que se resuelva el problema, seguiré comentando aquí y esperando a que se resuelva "sin querer escalar". Soy fan del amerium y espero seguir con la relación que he tenido durante tanto tiempo contigo hasta que estos problemas nos lleguen.
We understand your frustration and appreciate your patience while we review your case. Our goal is always to maintain a fair and transparent gaming environment, and we take every concern seriously.
If there are any unresolved issues with your balance, our team is actively working on them. We encourage you to stay in touch with our support team for updates, as we are committed to finding a resolution.
We value your loyalty and hope to continue our long-standing relationship once these matters are clarified. Thank you for your patience and understanding.
Best regards,
The Amerio Team
Hi, I hope we can solve it as soon as possible. And that the support team improves its attendance.
Feel free to contact me if you need any information.
Hi,
We appreciate your patience and your willingness to cooperate. Our team is working on resolving your issue as soon as possible, and we’re always looking for ways to improve our support service.
If we need any additional information, we’ll be sure to reach out. Thank you for your understanding!
Best regards, the Amerio Team
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