Amerio Casino - Hráčův výběr peněz je opakovaně zrušen.

It's only about 164 USD. I've been trying to cash out for 2 weeks, but everything gets cancelled and refunded.

My account is fully verified. The chat support couldn't assist me ("it should actually work").

Best,

Es geht nur um 164 USD. Versuche seit 2 Wochen auszuzahlen, alles wird storniert und retour gebucht.

Konto ist voll verifiziert, Chat kann mir nicht helfen ("sollte eigentlich funktionieren"

LG

Dear DiePartei,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

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

• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• Is any withdrawal currently pending in your account?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Hello!

It's their internal error, not my account's fault.

I keep trying to withdraw, but after a few days it is canceled.

I have no chat history

Hallo!

Es ist ihr interner Fehler, liegt nicht an meinem Konto.

ich versuche immer wieder auszuzahlen, nach einigen Tagen wird abgebrochen.

Chat Verlauf habe ich keinen

• Could you please share a screenshot of your withdrawal history with any recent withdrawal attempts visible?
• Which payment method have you opted for deposits and cashouts?
• Post screenshots here or send them to my email at tomas@casino.guru

Deposit with Crypto Usdt

Einzahlung mit Crypto Usdt

Thank you very much, DiePartei, for providing the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@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.

Hello DiePartei,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Amerio Casino’s representatives to join this discussion in order to resolve this issue.

Dear Amerio Casino,

Could you please explain the repeated denials of the player's withdrawal requests?

Best Regards,

Jakub

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 DiePartei,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 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.

In the meantime, I recommend you contact the Curaçao eGaming Gaming Authority (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jakub.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Kubo

Hello Everyone,

I have reopened this complaint at the request of Amerio Casino's representatives, who reached out to me outside of this thread with new information. According to this update, the player's withdrawals were repeatedly canceled due to an incorrectly specified crypto wallet.

Dear DiePartei,

Have you been informed about this situation by the casino's support team, and is it still relevant? If so, could you please update your wallet information with the casino and attempt to withdraw your funds again?

Dear DiePartei,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo