StoneVegas Casino - O pedido de retirada do jogador está atrasado.

Dear Casino Guru Team, unfortunately, I must submit a complaint here. I deposited at this casino on June 17, 2025, and played normally without a bonus. Afterward, I reached a balance of €3,000. On June 17, 2025, I submitted a withdrawal request for €500. This has not been processed to date, and I have not received any notification or other message from the operator. When I inquire, support always responds with the same answer: "There are apparently some delays regarding withdrawals at the moment." I have never encountered anything like this in my several years of online casino gaming. I hope for a speedy resolution and payout of my €2,450 winnings.

Thank you

Sehr geehrtes Casino-Guru-Team, leider muss ich auf diesem Wege eine Beschwerde einreichen. Ich habe bei diesem Casino am 17.06.2025 eingezahlt und ganz normal ohne Bonus gespielt. Nach erreichte ich dann ein Guthaben von 3.000€. Noch am 17.06.2025 stellte ich dann eine Auszahlungsanfrage über 500€. Diese wurde bis heute nicht bearbeitet und es kam keinerlei Nachricht o.Ä. vom Betreiber. Der Support antwortet bei Nachfragen mit den immergleichen Antworten "es gäbe wohl derzeit einige Verzögerungen bezüglich Auszahlungen". So etwas ist mir in einigen Jahren des Online-Casino-Spielens noch nicht untergekommen. Ich hoffe auf baldige Klärung und Auszahlung meiner gewonnen 2.450€

Vielen Dank

Dear NonplusUltraZ1337,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

What types of games did you play?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

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Stay cautious, and if you have any doubts, please reach out to us directly.

Hello, thanks for the quick reply.

No, this is my first withdrawal attempt. No KYC documents have been requested yet, no emails have been received, nothing. A total of three withdrawals are pending (€500, €500, €200). I've played slots and live casino. I'm already afraid that when the time comes, there will be a terribly difficult KYC process...

Many thanks and kind regards

Hallo, danke für die schnelle Antwort.

Nein, dies ist mein erster Abhebeversuch, es wurden bisher keine KYC-Unterlagen angefordert, es kam keinerlei Mail, nichts. Insgesamt sind 3 Auszahlungen (500€ 500€ 200€) offen. Gespielt habe ich Slots und Live Casino. Ich fürchte jetzt schon, dass wenn es dann so weit ist, ein furchtbar schwieriger KYC-Prozess kommen wird....

Vielen Dank und freundliche Grüße

Quick update: the first €1,000 has arrived. I hope things continue to move along quickly.

kurzes Update: die ersten 1000€ sind nun angekommen. Ich hoffe, es geht nun zügig weiter so.

Dear NonplusUltraZ1337,

We are pleased to confirm that your withdrawals have been scheduled by our Finance Department.

We aim to process your withdrawals as soon as possible.

Thank you,

Stonevegas Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear NonplusUltraZ1337,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika