StoneVegas Casino - Игрок сталкивается с задержкой проверки вывода средств.

Hello,

I've been trying to verify my account since April 27, 2025, to process a withdrawal. All documents have been accepted except for the proof of payment. I've sent all bank statements where the payment is clearly visible at least 10 times. I downloaded the original bank statements from online banking, but unfortunately, this keeps getting rejected. The statements show the name, IBAN, and all the requested information. I never get an answer from support or the KYC department as to why the request was rejected. I've asked them at least 5 times.

I'm starting to get really confused. Live chat just keeps asking me to resend my data.

Hallo,

ich versuche seit dem 27.04.25 mein Konto zu verifizieren um die Auszahlung durchzuführen. Alle Dokumente wurden angenommen bis auf den Zahlungsnachweis. Ich habe alle Kontoauszüge wo eindeutig die Zahlung zusehen ist mindestens schon 10 mal gesendet. Die Kontoauszüge sind Original vom Onlinebanking heruntergeladen, aber leider wird dies immer wieder abgelehnt. Auf den Auszügen ist der Name, IBAN und alle geforderten Daten zusehen. Vom Support und der KYC Abteilung bekommt man nie eine Antwort warum dies abgelehnt wurde. Habe dort schon mindestens 5 mal nachgefragt.

Bin langsam echt ratlos. Vom Live Chat wird man immer nur aufgefordert die Daten nochmal zu schicken.

Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you provided complete monthly bank statements with all transactions listed?
• Could you please share with me the responses of the KYC department to your inquiries? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello,

The complaint has been resolved. The documents I had to upload 10 times have now been accepted.

Hallo,

die Beschwerde hat sich erledigt. Es wurden jetzt die Dokumente akzeptiert die ich 10 mal hochladen musste.

Dear Zippex83,

Thanks for the update, and we truly appreciate your patience. We apologize for the delay in the verification process - it took slightly longer than usual. The documents you submitted via email on 28/05/2025 were reviewed with priority and have been accepted.

We're happy to inform you that no further documentation is required, and your account has been successfully verified.

And if you ever need anything, our team’s here for you 24/7 via Live Chat or at [email protected].

Best regards,

Stonevegas Casino

Hello,

then let's hope that the payout goes faster 😉

Hallo,

dann hoffen wir mal das es mit der Auszahlung schneller geht 😉

Thanks to both parties for the positive news.

Dear Zippex83,

Thank you very much for the update. We will keep this complaint open until you confirm that your withdrawals keep being successful. Please keep me informed about any further developments.

Hello,

The first 3 withdrawals were successful, we hope that the rest will be processed quickly.

Hallo,

die ersten 3 Abhebungen waren erfolgreich, hoffen wir das der Rest auch schnell abgewickelt ist.

Thanks very much for the update.

If there are any funds left for the casino to pay out to your bank account, please indicate the amount here in the complaint thread or send the information to my email at [email protected]

Dear Zippex83,

Thank you for bringing this to our attention! We’re sorry that the account verification process has taken longer than usual and appreciate your patience.

Please rest assured that your withdrawal requests are being processed, and we are doing our best to complete them as quickly as possible.

At the moment, two withdrawal requests are pending, with expected processing dates of June 13 and June 14.

Thank you again for your understanding.

Best regards,

Stonevegas Team

Hello,

4500 € of 8500 € have been paid out so far.

So far everything is running smoothly and quickly.

Best regards

Zippex83

Hallo,

4500 € von 8500€ wurden bisher ausgezahlt.

Läuft bisher alles reibungslos und schnell.

Beste Grüße

Zippex83

Dear All,

Just a quick update from our side regarding the case:

Payouts are being processed continuously – one was successfully completed today. At the moment, there are two withdrawals still pending, both submitted by the player on June 17 and 18. The account balance also shows €500, which indicates that a total of three payouts remain.

We have already submitted an internal request to expedite the two pending withdrawals.

We’ll keep monitoring the situation and will update you as soon as all payments have been successfully completed.

Kind regards,

Stonevegas Team

Dear Zippex83,

I appreciate your continuous updates.

When you determine the issue is resolved, you can select the option to mark the complaint as resolved yourself.

Alternatively, you can reply directly in the complaint thread.

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

Dear Zippex83,

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,

Tomas