Amerio Casino - Jugador cuestiona saldo de cuenta incorrecto.

Hello Casinoguru you did not accept my previous complaint because you said I had already bet, the Casino itself said that there was an error, as I ended up with a balance of 1,211.52 BRL betting only 3.60 BRL impossible, the cashback was activated but did not enter the game account, look at the counter correctly please, and this bonus only updates the bonus balance that was zero, I would not make a complaint if I had used all my balance as they said, thank you.

Olá Casinoguru vocês não aceitaram minha reclamação anterior pois disse que eu já tinha apostado, o próprio Casino disse que teve um erro, como acabei com um saldo de 1.211,52 BRL apostando apenas 3,60 BRL impossível, o cashback foi ativado mas não entrou na conta de jogo, olhem direito o contador por favor, e esse bônus atualiza somente o saldo de bônus que estava zero, não iria fazer uma reclamação se eu estivesse utilizado todo meu saldo como disseram, obrigado.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Amerio Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain how much you deposited in the casino recently? Which of your deposits counted towards the cashback, and when did you make those deposits?
• Could you please explain how much in cashback bonuses was credited to your account and how much you expected to be credited?
• Has the casino explained what error occurred and how the casino will proceed to fix the situation?
• When was the last time you were in contact with casino support, and what did you discuss?
• You may provide evidence here or send emails or chat transcripts to my email at tomas@casino.guru

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

Best regards,

Tomas

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Hello Tomás,

Could you explain how much you deposited at the casino recently? Which of your deposits were counted for cashback and when did you make them?

ANSWER: THE HISTORY OF THE SITE DOESN'T SHOW ALL THE DEPOSITS, BUT I MADE MORE THAN 4,000 THOUSAND BRL, BECAUSE I WAS PARTICIPATING IN A TOURNAMENT THAT WAS EVEN POSTPONED.

Could you explain how much cashback bonus was credited to your account and how much you expected to be credited?

ANSWER: THE AMOUNT TO BE DEPOSITED FROM THE CASHBACK 1,211.52 BRL, NOTHING WAS DEPOSITED.

Has the casino explained what error occurred and how will the casino proceed to rectify the situation?

When was the last time you contacted casino support and what was discussed?

ANSWER: THE CASINO SAID THAT THERE WAS AN ERROR AND THAT THEY WOULD CHECK IT OUT. IT'S BEEN ABOUT 3 DAYS, NOW THE CHAT HASN'T WORKED FOR ABOUT 3 DAYS, IT SEEMS THAT THIS CASINO HAS GONE OUT OF BUSINESS.

I'LL SEND YOU THE CHAT IN YOUR E-MAIL, BUT I'VE ALREADY SENT IT TO YOU ABOVE.

THANKS TOMAS.

You can provide evidence here or send emails or chat transcripts to my email at tomas@casino.guru

Olá Tomás,

Você poderia explicar quanto depositou no cassino recentemente? Quais dos seus depósitos foram contabilizados para o cashback e quando você os fez?

RESPOSTA: NO HISTORICO DO SITE NAO APARECE TODOS OS DEPÓSITOS, MAS EU FIZ MAIS DE 4.000 MIL BRL, POIS ESTAVA PARTICIPANDO DE UM TORNEIO QUE FOI INCLUSIVE ADIADO.

Você poderia explicar quanto em bônus de cashback foi creditado na sua conta e quanto você esperava que fosse creditado?

RESPOSTA: O VALOR A SER DEPOSITADO DO CASHBACK 1.211,52 BRL, NÃO FOI DEPOSITADO NADA.

O cassino explicou qual erro ocorreu e como o cassino procederá para corrigir a situação?

Quando foi a última vez que você entrou em contato com o suporte do cassino e o que foi discutido?

RESPOSTA: O CASINO DISSE QUE HOUVE UM ERRO E QUE IRIAM VERIFICAR ISSO FOI UNS 3 DIAS, AGORA O CHAT NÃO FUNCIONA TEM UNS 3 DIAS, PARECE QUE ESSE CASINO ENCERROU AS ATIVIDADES.

VOU ENVIAR NO SEU E MAIL O BATE PAPO, MAS JA LHE ENVIEI ACIMA.

OBRIGADO TOMAS.

Você pode fornecer evidências aqui ou enviar e-mails ou transcrições de bate-papo para meu e-mail em tomas@casino.guru

Thanks for your reply.

Has the casino worked on removing the issue?

Has the casino credited the cashback normally, or has the casino provided any explanation why it wasn't credited?

Please let me know. If there is any exchange between you and the casino regarding the issue after the casino acknowledged the mistake. Please share it with me at tomas@casino.guru

Hello, Tomás.

Did the casino work to solve the problem?

ANSWER: THEY HAVEN'T SOLVED THE PROBLEM.

Did the casino credit the cashback as normal or provide an explanation as to why it wasn't credited?

ANSWER: IT WASN'T CREDITED, THE EXPLANATION WAS THE ONE I SENT YOU, THE CHAT NO LONGER WORKS AND THEY DON'T ANSWER EMAILS.

Olá Tomás.

O cassino trabalhou para resolver o problema?

RESPOSTA: NÃO RESOLVERAM O PROBLEMA.

O cassino creditou o cashback normalmente ou forneceu alguma explicação sobre o motivo pelo qual ele não foi creditado?

RESPOSTA: NÃO FOI CREDITADO, A EXPLICAÇÃO FOI A QUE LHE ENVIEI, O CHAT NÃO FUNCIONA MAIS E NÃO RESPONDEM E MAIL.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), 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.

Thanks Tomas.

Obrigado Tomas.

Hello ericleo,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Amerio Casino to join the conversation.

Dear Amerio Casino,

Could you please clarify the situation regarding the course of events? I am aware that there was an error in your system that resulted in the cashback not being credited to the player. However, given that some time has passed, I would like to know why this has not yet been resolved. When can the player expect this amount to be reflected in their balance?

If there are any additional factors affecting this matter that cannot be disclosed publicly, please do not hesitate to reach out to me directly at michal.k@casino.guru.

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.

I have an additional complaint, I was in a tournament at this Casino, the tournament rewards the first 30 players, for 57 days I was in second place, with 1 day left 30 players appeared and I ended up in 32 the first was in 31 these placements do not reward, the Casino arranged 30 players with 1 day left to finish the tournament, I have prints and videos.

Tenho uma reclamação adicional, estava em um torneio nesse Casino, o torneio premia 30 primeiros jogadores, durante 57 dias estava em segundo lugar, faltando 1 dia apareceu 30 jogadores e eu acabei ficando em 32 o primeiro ficou em 31 essas colocações não premiam, o Casino arrumou 30 jogadores faltando 1 dia para terminar o torneiro, tenho print e vídeos.

Dear ericleo,

Just to provide you with a quick update.

I have not yet heard back from Amerio Casino. I have reached out to them once more in the hope of receiving a reply; unfortunately, it remains unclear whether I will get any response from them at all. They still have a bit of time remaining, so let's remain optimistic that they will get back to me.

Dear ericleo,

I have made several attempts to contact the Amerio Casino, yet I have not received any response from them. Unfortunately, without their cooperation, there is little that can be accomplished. Given that the casino is currently operating without a valid license and does not reference any ADR service, there is regrettably no gaming authority to approach.

I will 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 could 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.

For the future, I can only advise you to select casinos based on their reviews and ratings and to engage only with those that are highly rated and properly licensed to minimise similar situations.

I apologize for not being able to assist you further on this occasion.

Best regards,

Michal

Casino Guru