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Amerio Bet Casino - Denied withdrawal and stalling

RESOLVED

Complaint Info

Disputed casino

Amerio Bet Casino

Amount

$ 400

Posted on March 27, 2024

I found out about Amerio casino via Askgamblers as it was added recently. However, I am having problems with them regarding my withdrawal. So the story goes like this:

I made a withdrawal of 400 USDT on March 18 (the account has been verified), before I made deposit with BTC but they do have withdrawal option for BTC which is very strange. The only option is USDT. But that was not a problem for me and I requested a withdrawal of 400USDT via Tether (The total balance was 519usd). I was told it takes 48hours to process the withdrawal. So I went to chat after 2 days. Upon checking I was told everything was fine and I should wait. Nothing changed for another couple of days so I went on the chat once again and I was told finance team is working on it. After another couple of days I was told the team is checking my game play and today, March 26, when I logged in to the account I noticed the withdrawal has been denied (I did not receive any email). The chat told me this is because I requested a withdrawal via different method. But as I told, the only option was Tether (USDT). After that the chat member simply told me ok, so in this case please make withdrawals partially, 50USDT for example. I see that they are not willing to pay out because the way they are talking is simply making random stuff up in order to stall the whole process.

I am attaching the screenshots of my withdrawal which was denied, my total balance and the history of the live chat. If there is anything else I need to provide let me know.

Posted on March 28, 2024

Good afternoon.
First of all, we apologize to our valued client for the situation that occurred.
We will definitely carefully consider this issue and draw conclusions so that this does not happen again.
In turn, we inform you that there were problems with withdrawals on our side. These were technical problems on the service provider's side. In this regard, before fixing the problems, we made a manual withdrawal to the player.
To our regret, we did not warn the player in time about the presence of technical problems. Therefore, we fully admit our guilt and responsibility for this.
But we would like to note that the player received his funds in full.
We also consider it necessary to provide an additional individual bonus for the convenience of our player.
We ask the player to contact our support service

Posted on March 28, 2024

Thank you Askgamblers, once the complaint was published they immediately started communicating via email instead of waiting for me to come to chat. I am happy that the issue was resolved and I received the withdrawals. However, I still would like to point out and warn other players of this casino, so they know their money would be stuck for a long time.
The final absurd situation with them was when after long conversation on the chat and different random excuses regarding my withdrawal suddenly the chat member changed and told me I need to upload a selfie with my passport holding it in my right hand and a written phrase on the paper. I understand these things, however, my account was already verified and I had already send a selfie with my passport before and it was verified. And I would understand if I received an email asking for additional documents, this is very rare by the casinos when the account is verified, but it happens, I understand. But not like this, when I am on the chat arguing regarding my withdrawal and the chat members decide they would ask me for additional documents because they cannot answer my previous questions so after that they keep repeating "please send the documents requested and then we can discuss your situation". Super unprofessional.
Once again, thank you Askgamblers. The complaint has been resolved.

Posted on March 28, 2024

Dear player.
Thank you very much for your feedback. And once again we apologize for the inconvenience caused. The situation you described above is incorrect and we will definitely take your comment into account and correct the process.
Yes, we became aware of the problem after posting here. Therefore, measures were taken quickly. That's what this site exists for.
As an apology from us, please accept the bonus. Contact support, they make it.
We hope you accept our apology and give us a second chance.

AskGamblers
Posted on March 28, 2024

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.