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I had a VIP bonus of 250%, I deposited 200 reais and got a bonus of 500 reais. As the games went on, I won and reached 1,300 reais, and met the wagering requirements, but the balance disappeared from 1,100 and only the 200 reais I had deposited remained.

Estava com bônus VIP de 250% depositei 200 reais e ganhei um bônus de 500 reais, no decorrer dos jogos fui ganhando e cheguei a 1.300 reais, e consegui os requisitos de apostas, mas o saldo sumiu de 1.100 e ficou somente o valor de 200 reais que eu havia depositado.

Dear ericleo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino. To better understand your situation, could you please provide us with the following details:

• Could you please send me a screenshot or a link to the bonus you activated and played with?
• Have you contacted the casino's customer support regarding this issue? If so, what was their response?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Hello Verônika

Could you send me a screenshot or a link to the bonus you activated and used?

Did you contact the casino's customer support about this problem? If so, what was the response? Could you provide me with an email address so I can send you the screenshot please?

Olá Verônika

Você poderia me enviar uma captura de tela ou um link para o bônus que você ativou e usou?

Você entrou em contato com o suporte ao cliente do cassino sobre esse problema? Se sim, qual foi a resposta? Poderia me fornecer um e mail para eu enviar o print por favor.

Dear ericleo .

Thank you for your message. We understand that this is an unpleasant situation and we want to assure you that our entire team is currently looking into your case.

You deposited R$200 and received a 250% VIP bonus, then started playing and successfully reached a balance of R$1,300. As you indicated, the wagering was completed, but suddenly the bonus balance disappeared and only the deposited R$200 remained. We will carefully check all the information related to your gaming session to understand what happened.

Once the verification is completed, we will contact you with a full response. Thank you for your patience and trust.

Best regards, Amerio team

Дорогой ericleo.

Благодарим вас за сообщение. Мы понимаем, что ситуация неприятная, и хотим вас заверить — сейчас вся команда внимательно разбирается в вашем случае.

Вы внесли 200 реалов и получили VIP-бонус 250%, после чего начали игру и успешно достигли баланса 1300 реалов. Как вы указали, wagering был выполнен, но внезапно бонусный баланс исчез, и остались только внесённые 200 реалов. Мы тщательно проверим всю информацию, связанную с вашей игровой сессией, чтобы понять, что произошло.

Как только проверка будет завершена, мы обязательно свяжемся с вами и предоставим полный ответ. Благодарим за ваше терпение и доверие.

С уважением, команда Amerio

Hi Veronika, I received a reply from Casino Amerio.

"Hello, Eric,

We hope you are well.

We received an opinion from our technical team and they informed you that, when activating a bonus, you must start fulfilling the wagering requirement using your real balance first, as each wager counts towards fulfilling the rollover. However, if the real balance reaches zero, the bonus balance is automatically canceled.

So the bonus in question doesn't use the real balance, so it's impossible to use the real balance. As shown in the photo, and the bonus was not canceled because I met the wagering requirements as shown in the photo, I also send you the reply I received in the e-mail

Olá Verônika recebi uma resposta do Casino Amerio.

"Olá, Eric,

Esperamos que você esteja bem.

Recebemos um parecer da nossa equipe técnica e eles informaram que, ao ativar um bônus, você deve começar a cumprir o requisito de apostas utilizando primeiro o seu saldo real, pois cada aposta conta para o cumprimento do rollover. No entanto, se o saldo real chegar a zero, o saldo de bônus é automaticamente cancelado.

Então o bônus em questão não utiliza o saldo real então é impossível utilizar o saldo real. Conforme foto, e o bônus não foi cancelado pois consegui os requisitos de apostas conforme foto, envio também a resposta que recebi no e mail

Thank you for your reply.

Could you please specify if you lost your entire real-money balance before you started wagering your bonus balance? Kindly request the casino to send you your gaming history in Excel format from the moment you activated the bonus up to the moment your balance disappeared, and then forward it to me at veronika.f@casino.guru. Thank you for your patience and cooperation.

Hi Veronika, the casino has contacted me and said that they will return the money to my account. If they don't, I'll ask for the game history.

As I sent you the screenshot of the bonus, when the bonus is active the real balance is not used.

Olá Veronika o Casino está em contato comigo e está dizendo que irá devolver os valores para minha conta, caso não devolverem irei solicitar o histórico de jogo.

Conforme lhe enviei o print do bônus, quando estamos com esse bônus ativo não é utilizado o saldo real.

Hello Veronika Casino Amerio has returned my winnings, can you mark my complaint as resolved please and thank you very much for your help.

Olá Veronika Casino Amerio devolveu meus ganhos, pode marcar como resolvida minha reclamação, por favor, e muito obrigado pela ajuda.

Dear ericleo,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru