Amerio Casino - プレイヤーの撤退が遅れています。

I am trying to withdraw my funds.

The withdrawal is marked as approved, but the funds haven't been deposited into my account. It's been days in the "financial department." I have already sent the bank statement showing where the funds should be deposited and submitted my personal documents...

Let's see how far this goes, I asked for the amount to be returned to the platform, at least I could use it for playing, and nothing.

Estou tentando sacar os recursos.

Esta como aprovado o saque, mas não cai o recurso em conta. Está a dias no "setor financeiro". Já enviei extrato da conta que o recurso cairia, mandei documentos pessoais...

Vamos ver até onde vai, pedi para estorna o valor na plataforma, pelo menos usava jogando e nada.

Dear ADRIELDOMINGOS,

Thank you very much for submitting your complaint. I’m sorry to hear about the delay in receiving your withdrawal.

To help us investigate further and assist you in resolving this matter, could you please provide more information regarding the following:

• When exactly did you request the withdrawal, and when did the "approved" status appear?
• Did the casino provide you with any specific explanation for the delay or indicate any additional steps needed from your side?
• Have you received any updates from the "financial department" or customer support since your last communication?
• Can you confirm the payment method you used for the withdrawal and if there were any issues related to that method?
• Have you been informed about a potential timeline for the funds to be deposited into your account?

Please feel free to forward any relevant documents or communication, including your bank statement and personal documents, to petronela.k@casino.guru.

Your cooperation is crucial for us to proceed with the case. Without your input, we won’t be able to fully assess the situation or assist you in resolving it.

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 the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Player. Thank you for being with us. We are dealing with your situation. In the nearest future we will answer you what was the problem with the withdrawal of funds, we will do our best to solve it and to make you happy. 

We always strive to improve the quality of our customer service, and we thank you for your help in doing so.

Best regards, Amerio team.

Dear Player. We have sorted out your situation and identified a technical error, which we have already eliminated. Thank you for your help. We have already credited your funds to your account and you can apply for withdrawal again, please check. If you have any questions, our support team will always help you. 

Best regards, Amerio team

Dear ADRIELDOMINGOS,

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.

Dear ADRIELDOMINGOS,

We’re glad to hear that your issue has been resolved and that you’ve confirmed on the forum that the winnings have been credited to your account. Thank you for sharing the update, even though it was not provided directly inside the complaint.

Based on this confirmation, we will mark the complaint as ‘resolved’ in our system. Your cooperation throughout the process has been greatly appreciated.

If you encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. Our team is always here to help.

As you may know, our services are completely free, and we do not accept any gratuities. However, we would be grateful if you could take a moment to share your experience with our services on Trustpilot: (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback can help others who may be considering reaching out to us for assistance with online casino-related issues.

Thank you once again for trusting Casino.Guru.

Best regards,

Petronela

Casino.Guru