The player from Germany reported that he could not access the email address he registered with and requested an account block due to game addiction. Despite notifying the casino on 16.09.2025 about his situation, he had not received a response or support. The issue was resolved, and the complaint was marked as 'Resolved' in the system after the player confirmed satisfaction with the outcome.
StoneVegas Casino - Player requests account blocking due to addiction.
Resolved
Our verdict
Case closed
Amount: €500
StoneVegas Casino
Safety Index:Fresh casinoCase summary
Discussion
Public
Public
4 months ago
Translation
Ladies and Gentlemen
Unfortunately, after using my old email address, I no longer have access to the email address
Now I have written to the casino about game addiction and email changes
Unfortunately without result I wrote to the casino on 16.09.2025 that I am addicted and should block my account immediately unfortunately without results please ask for your support
Automatic translation:
Public
Public
4 months ago
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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.
- Have you contacted the email provider and attempted to restore access to your old address? With what result?
- Did you previously register an account using your usual email address in this particular casino?
- Have you tried contacting the casino via live chat? With what result?
- When was the last time the casino allowed you to deposit?
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
Public
Public
4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear besarion,
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
