The player from Germany had requested a withdrawal of €500 per day at StoneVegas, but after successfully receiving the initial €1,500, he experienced prolonged delays in receiving the remaining funds. Despite passing the KYC verification after 10 days, he continued to receive repetitive responses regarding the status of his withdrawals, which led to frustration. The issue was resolved when the player confirmed that all pending payouts had been received, and the complaint was marked as 'resolved' by the Complaints Team.
StoneVegas Casino - Player faces withdrawal delays.
Resolved
Our verdict
Case closed
Amount: €4,500
StoneVegas Casino
Safety Index:Fresh casinoCase summary
Discussion
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9 months ago
Translation
Hello, dear Guru Team, I have the following problem: I played at StoneVegas on June 14, 2025, with a non-sticky bonus and had a big hit right at the beginning, so I didn't get the bonus money, so I canceled it. I then had over €6,000 in credit and requested three withdrawals of €500 per day because the group doesn't allow more than that. Furthermore, the verification took 10 days, even though I asked several times in the LC whether KYC was necessary, and the KYC only appeared in my profile after 10 days of withdrawals. I successfully passed the KYC straight away and received the first €1,500 from July 1st to July 3rd, 2025, spread over three days. However, after receiving these €1,500, I've been put off ever since and keep getting the same answers like: You'll get your money for sure/ It's taking a bit longer at the moment because of the amount of requests/ Please be patient, etc., which is what I keep getting in emails. And unfortunately, I haven't received a response from the streamer I'm registered with, or rather, the streamer himself hasn't responded for a week, so I'm hoping you can help me because I'm getting really frustrated with always getting the same answers. I've uploaded a few emails from the beginning and end of the conversation here... I'd be happy to send you more pictures and conversations via email if you need them, but this stalling is really getting annoying.
Best regards
*****
Edited by a Casino Guru admin
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9 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with StoneVegas Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please share screenshots of your withdrawal requests as they currently appear in your account?
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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9 months ago
TranslationThank you for your quick reply. I'll email you the screenshots right away.
Best regards
*******
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9 months ago
TranslationHello, I just wanted to let you know that two payouts arrived today, or just now. I'll update you daily whether there will be more or whether it will take another three weeks.
Best regards
*****
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9 months ago
TranslationHello...I sent him another email because no further payout has come today or so far, which is really frustrating...after more than 20 business days, 2 payouts and now it's stopped again 🙁
Best regards
*****
Edited by a Casino Guru admin
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9 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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9 months ago
Hello kevin9191,
My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear StoneVegas Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Attila G.
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9 months ago
TranslationHello Attila, and thank you for your support and help :) I'll send you an email with the conversation from the last two days, or rather, the answers are always the same, unfortunately.
Best regards
Kevin Lange
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9 months ago
TranslationGood morning.....I don't know why Stonevegas makes 2 payouts and then hasn't made any for a week 🙁by email they always just give the standard answer like it takes 3-5 working days, but the last payout from July 17th is still open.....I'll send them the last answer again by email.
Best regards
Kevin Lange
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9 months ago
Dear Kevin9191,
We are pleased to confirm you that your account has been successfully verified. Furthermore, we would like to inform you that your payment will be completed as a matter of urgency. Thank you for your cooperation!
Kind Regards,
Stonevegas Team
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9 months ago
Dear kevin9191
At this stage, it should just be a matter of time before the payment reaches you.
I will keep this complaint open until I receive your confirmation of a successful withdrawal.
Kindly let me know as soon as the payment has been received.
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9 months ago
TranslationDear Stonevegas team, Dear Attila, three withdrawals have just been received. Now only €2,000, or four withdrawals, remain open, which I need to reapply for in the next few days, and then everything will be settled. Thanks to both parties, and hopefully everything will go smoothly now 🙂. I think it could be closed next Tuesday/Wednesday if there are no more delays.
Best regards
Kevin Lange
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8 months ago
TranslationHello Attila, Yes, I have. Another payment arrived today. The rest should arrive this week. I'll get back to you at the end of the week as soon as everything arrives, if that's OK?
Best regards
Kevin Lange
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8 months ago
Dear Kevin9191,
We would like to kindly confirm that your payment has been successfully completed. Furthermore, we would like to inform you that we endeavour to complete the new pending withdrawals as soon as possible. Thank you for your cooperation.
Kind Regards,
Stonevegas Team
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8 months ago
TranslationDear Stonevegas team, thank you for your response and your support. Fortunately, there are only two withdrawals left, and then everything will be over. 🙂
Best regards
Kevin Lange
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8 months ago
TranslationHello Attila, I'm still missing one payout, and then everything will be there. I think it will arrive tomorrow 🙂
Best regards
Kevin Lange
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8 months ago
TranslationHello Attila and the StoneVegas team, the payouts have been received. And thank you to both sides for your help and cooperation...the case can be closed.
Best regards
Kevin Lange
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8 months ago
Dear kevin9191,
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,
Attila Gorkij
Casino.Guru
