StoneVegas Casino - Player claims that payment has been delayed.

Hello,

I am lodging an official complaint against StoneVegas Casino due to an unjustified and prolonged delay of my withdrawal. It has been 11 days since I requested my funds, and the transaction is still stuck "under review".

My account is fully verified. Yesterday, the live chat support explicitly confirmed to me that:

1. The Financial Department does NOT require any additional documents from my side (KYC is completely done and accepted).

2. The support agent could not provide any factual or legal reason for this extreme delay, stating only that their terms and conditions allow them to review transactions with "no maximum timeframe".

I believe the casino is intentionally delaying my payment in bad faith, hoping that I will cancel the withdrawal and lose my money. Since there are no outstanding verification requirements, holding my funds for nearly two weeks without a reason is completely unfair and unacceptable. 

I kindly ask the CasinoGuru team to mediate in this matter and help me resolve this dispute. I am attaching screenshots of my live chat conversation as proof.

Thank you.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Dafi-13111990,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Dafi-13111990,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Dafi-13111990,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru