StoneVegas Casino - Player's account closure request is ignored.

Dear Casino Guru Team,

I am submitting this complaint regarding StoneVegas Casino and its failure to process my permanent account closure request, despite acknowledging it in writing. My account was only eventually closed after I formally requested reimbursement of the deposits made after my original closure request. I would appreciate your assistance in reviewing the matter and helping me resolve it with the operator.

Complaint Details

StoneVegas acknowledged my request for a permanent account closure but failed to implement it. As a result, my account remained active for months, during which the casino continued accepting deposits and sending me promotional offers.

This complaint is not about losing money while gambling. It is about the operator's failure to carry out a permanent account closure after confirming that it would do so.

Timeline of Events

17 December 2025

I sent StoneVegas a written request asking for the permanent closure of my account. I also asked to stop receiving promotional communications.

18 December 2025

My VIP Account Manager replied confirming that my request had been received, forwarded for processing and would be treated as a priority. At this point, StoneVegas knew that I wanted my account permanently closed.

Despite this acknowledgement, my account remained open and fully operational. I was able to continue logging in, depositing money and gambling. StoneVegas also continued sending me promotional emails encouraging me to play.

When I realised that the account had still not been closed, I contacted them again on 29 December 2025, asking once more for the account to be closed immediately. That email received no reply.

The Operator's Failure

Over the following months, StoneVegas continued to:

Keep my account active;

Accept deposits;

Send promotional emails and bonus offers;

Treat me as an active VIP customer.

Eventually, I submitted a formal complaint requesting reimbursement of the deposits accepted after my closure request had been acknowledged.

StoneVegas rejected my request, arguing that I had accepted a promotional offer after requesting closure and referring to clause 6.6.2 of their Terms and Conditions. However, this promotional offer should never have been sent, and my account should have already been restricted, making it impossible to accept any bonuses.

The operator cannot use a contractual loophole created by their own operational failure to invalidate my prior, explicit closure request.

They never answered the central question: Why did they fail to close my account after acknowledging my permanent closure request?

They also failed to explain:

Why my account remained active;

Why deposits continued to be accepted;

Why I continued receiving promotional offers;

Why my follow-up emails were ignored.

Why I believe StoneVegas acted unfairly

The facts are not disputed:

I requested permanent account closure.

StoneVegas acknowledged receiving that request.

StoneVegas confirmed it would be processed as a priority.

The account was not closed.

The casino continued accepting deposits for months.

The casino continued sending promotional communications.

My subsequent complaints were never properly answered.

Had StoneVegas implemented the closure they acknowledged, none of the subsequent deposits would have been possible. For that reason, I believe the deposits accepted after StoneVegas acknowledged my closure request should be refunded.

Requested Resolution

I respectfully ask Casino Guru to review whether StoneVegas acted fairly by leaving my account active after acknowledging my permanent closure request.

I also ask Casino Guru to recommend that StoneVegas reimburse the deposits accepted after 18 December 2025, as those deposits would never have been made had the operator implemented the closure it had already confirmed.

Evidence Attached

My account closure request dated 17 December 2025.

StoneVegas' acknowledgement dated 18 December 2025.

My follow-up email of 29 December 2025.

Transaction history showing the deposits accepted after the closure request.

Promotional emails received after requesting permanent closure.

My formal complaint.

StoneVegas's final response rejecting reimbursement.

My unanswered follow-up emails.

Thank you for your time and assistance in mediating this matter.

Kind regards,

Carla A.

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 cmaraujo,

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

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Veronika,

Thank you for your response. I have sent the requested information and documentation to your email address.

Best regards.

Dear cmaraujo,

Thank you for your response. I have reviewed all the emails you sent to us, along with the correspondence between you and the casino's customer support.

Unfortunately, we won't be able to assist you with your request.

We are able to request a refund of lost deposits only in cases involving a failed self-exclusion related to gambling addiction. Although you repeatedly asked the casino to permanently close your account, you never specified that you were suffering from gambling addiction or gambling-related harm.

As I explained in my previous reply, there is an important distinction between how a casino treats a regular account closure request made because a player is dissatisfied with the casino's services and a request made by a vulnerable customer experiencing gambling-related problems.

Since your account is now closed and you never disclosed any gambling addiction or gambling-related harm to the casino, unfortunately, there is nothing further we can do to assist you in this matter.

For the reasons outlined above, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you encounter any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.