StoneVegas Casino - A retirada do jogador foi atrasada e a conta foi bloqueada.

On 26 April 2025 I won 4106€ and have received 1000€ to date. I have been asked for quite a few documents to verify my account, which I have sent over to the casino by uploading it into my profile, the annoying part comes when they start asking me for the same documents over and over , I did all the verification process twice over and still the casino doesn't seem to be on board with paying out. I am not sure what is going on and what more they are asking from me but I think this kind of behavior needs to be made public as this is not the way to treat their customers. On 21 July I received an email saying that the "documents seem to be in order", but despite that, I am still unable to make a withdrawal as they have blocked that option on my profile. This has been going on from 06 May 2025. Today they ask again "Your full bank transaction history for the months of March to April" as mentioned this has already been sent several times and I replied to their email stating the same things over and over again. I hope you can help resolve this matter promptly.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To help us better understand your situation, could you please provide answers to the following questions?

• Have your bank statements for the months of March and April been checked and approved by the relevant casino department?
• Do your bank statements contain all the information necessary for verification?
• Have you submitted your bank statements in the correct format?
• Have you received any specific reasons for the repeated requests for the same documents?

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

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Good Morning,

Have your bank statements for the months of March and April been checked and approved by the relevant casino department?

So far it doesnt seem like it has been approved because they keep resetting the link to upload it, I emailed it to them again yesterday and haven't received a reply again.

Do your bank statements contain all the information necessary for verification?

This is what they asked for - "Your full bank transaction history for the months of March to April"

and my statement does show that.

Have you submitted your bank statements in the correct format?

Yes.

Have you received any specific reasons for the repeated requests for the same documents?

No. At least some humanized response would be appreciated, instead of just asking to upload several times.

Thanks for your time.

A. S.

Thank you for your response. Please forward me the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Kindly include the bank statements for March and April, which the casino keeps requesting from you as well. Thank you for your cooperation.

Veronika, I have forwarded you the communication as per your request.

Thanks.

Dear Stone Vegas and Aidan,

I have uploaded my complete Mifinity account history from when the account was opened until it was closed, AGAIN. I sent the attached several times via email and I also uploaded it several times to my player account but the casino keeps resetting the link for it on my account. Why??? The monotony is getting annoying.

Dear Aidan007s,

We would like to inform you that an email has been sent to clarify the required Transaction History, in order to complete your account verification.

Kind Regards,

StoneVegas Casino team

Dear player,

Please forward me the communication between you and the casino regarding the most recent request for verification at veronika.f@casino.guru. Thank you for your cooperation.

Hi Veronika,

I have emailed you the latest email, but I just checked and did not make any deposit with Luxon to them so I cannot provide what they are asking for from that account. I had to use Luxon to withdraw to as my Mifinity account was closed, I have already provided the Mifinity statement as that is what was used to deposit, but they say they don't need that, so how can I provide what doesn't exist?? I have also replied to the casinos email stating the same.

Hi All,

I have uploaded the requested statement for March and April and replied to the email from Stone Vegas.

That's wonderful news! Dear player, have you submitted a withdrawal request, as suggested by the casino?

Dear Stone Vegas and Veronika,

Thank you so much, I have requested the withdrawal. Will keep you posted here as to when I receive it.

Thank you for your reply. Please keep in mind that we usually recommend players wait up to 14 days after their withdrawal request for the winnings to appear in their bank account or payment app. If you do not receive your winnings within this timeframe, kindly let us know, and we will continue with the investigation.

Hi All,

I have received the 500€ withdrawal and requested the next 500€. Will let you know once received.

Thank you very much.

Hi Stonevegas,

Thanks, I have already made the next withdrawal request of 500€ on 15/08, just waiting for it to be processed.

Regards,

Aidan.

I'm happy to hear that you received the first part of your winnings. Have you received any updates regarding your other pending withdrawal request in the meantime?

Thank you Veronika and Stone Vegas Casino, I have received the next payment of 500€ on 22/08, and I have just made a request for the next.

Thank you for letting me know. Could you please specify how much money you currently have in your casino account and how much you requested for withdrawal in your most recent withdrawal request?

Hi,

I have received another 500€ and made the withdrawal for the next 500€. I have received a total of 2500€ so far, I have 500€ on withdrawal and the casino balance is 1106€ still to withdraw.

Thanks.

Thank you for the update.

Would you like to keep this complaint open until you have received your full balance? Please let me know.

Yes please Veronika, I would like to keep this opened until I receive the full balance, we are so close to the end.

I have received another withdrawal yesterday and made the net withdrawal of 500 euro. Thank you for your patience.

Hi again,

I have got the next payment and made the next withdrawal of 500, after receiving this, the balance owing is just 106€, almost at the end.

Thank you for your time.

Hello Aidan007s,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi, thanks for the above message, hope Veronika is having a good vacation. I just wanted to update you that I have received the next payment and made the final withdrawal of the balance of 106€. Once I receive it I will let you know. Thank you so much. Aidan.

Thank you very much for keeping me updated. If you do not receive your last payment in the next few days, please let me know.

Hello Veronika, I have received the final payment thank you so much for your patience. The full amount has been received. Your help has really been appreciated.

Dear Aidan007s,

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