StoneVegas Casino - Player’s account has been reopened against her wishes.

Szanowny Zespole Casino Guru,

Składam skargę na kasyno Stonevegas w związku z niedopuszczalnym złamaniem nałożonej przeze mnie blokady konta oraz brakiem ochrony gracza.

W dniu 24.07.2025 roku zwróciłam się do kasyna z jednoznaczną instrukcją: zamknięcie mojego konta na stałe, bez żadnej możliwości jego ponownego otwarcia w przyszłości. Kasyno potwierdziło przyjęcie tego zlecenia.

Niestety, po pewnym czasie kasyno samodzielnie i bez żadnej inicjatywy z mojej strony, reaktywowało moje konto. Co więcej, zaczęło wysyłać do mnie agresywne oferty marketingowe i bonusowe, które miały na celu skłonienie mnie do powrotu do gry. Jako osoba od kilku lat zmagająca się z uzależnieniem od hazardu, zostałam wystawiona na bezpośrednie działanie szkodliwych mechanizmów, przed którymi kasyno miało obowiązek mnie chronić na mocy mojej wcześniejszej dyspozycji.

Dlaczego żądam zwrotu depozytów dokonanych przed zamknięciem konta w ramach rekompensaty.

W związku z tym, że kasyno nie uszanowało mojej prośby o dożywotnią blokadę mogłam ulec pokusie i ponieść starty finansowe. Ponieważ konto zostało odblokowane bez mojej wiedzy i zgody, uważam, że operator ponosi pełną odpowiedzialność za ewentualne straty finansowe

Moje żądania:

Pełen zwrot depozytów dokonanych przed zamknięciem konta gracza (1448 zł )w ramach rekompensaty za rażące zaniedbanie obowiązków operatora.

Trwałe i nieodwracalne zamknięcie konta (Permanent Ban).

Zaprzestanie przetwarzania moich danych w celach marketingowych.

W załączniku przesyłam dowód mojej prośby o zamknięcie konta "bez możliwości otwarcia" oraz przykłady bonusów wysyłanych po nielegalnym odblokowaniu dostępu.

Z poważaniem

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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 Klaudek22,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation regarding the reopening of your account and the marketing communication you received after requesting a permanent closure.

Cases involving self-exclusion and permanent account closure are taken very seriously, so I would like to clarify a few important details before we proceed:

1. On July 24, 2025, did you explicitly mention gambling addiction or loss of control when requesting the permanent closure?
2. Do you have written confirmation from the casino clearly stating that your account was permanently closed without the possibility of reopening?
3. On what date was your account reactivated, and did you receive any notification about this reactivation?

Please upload all relevant evidence, including:

• Your original closure request
• The casino’s confirmation of permanent closure
• Any emails or bonus offers received after the account was supposedly closed
• Communication regarding reactivation

You may share the documents directly here in the complaint thread or forward them to petronela.k@casino.guru, and we will attach them to your case.

It is crucial for us to carefully review the exact wording of your original request and the casino’s response, as well as establish whether the account was reopened without your action and whether any gambling activity occurred afterward. Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

Thank you for looking into my case. Please find my answers to your questions below:

Did you mention gambling addiction?

No, in my request from July 24, 2025, I did not explicitly mention gambling addiction. I requested a permanent account closure.

Do you have written confirmation?

✅ Yes, I have a confirmation email from StoneVegas stating that my account has been permanently closed. I am attaching the screenshot of this email to this message.

When was the account reactivated?

I discovered that the account was active when I started receiving marketing offers. I did not receive any notification about the reactivation itself, and it happened without my consent or knowledge.

Activity after reactivation:

I would like to emphasize that I have not made any deposits or played any games since the account was unauthorizedly reopened.

I am attaching the following evidence:

My original closure request.

The casino's confirmation of permanent closure.

The marketing emails I received after the closure.

Thank you for your assistance.

Best regards

I've sent the screenshots you requested to your email address. I've also attached a screenshot showing my account is active and primary on a non-existent device.

Dear Klaudek22,

Thank you for the additional information and for sending the screenshots. I confirm that I have received your email.

Before we proceed further, I need to clarify one important point regarding your financial request.

You are asking for a refund of deposits made before the account closure (PLN 1,448). Could you please specify exactly which deposits you are referring to?

• On what dates were these deposits made?
• Were these deposits made before your permanent closure request on July 24, 2025?
• Did you lose these funds through gameplay prior to the closure confirmation?

Since you have confirmed that no deposits or gameplay occurred after the account was reactivated, it is essential to understand the legal and factual basis for requesting a refund of deposits made before the account was permanently closed.

Please clarify this so we can properly assess your claim.

Dear CasinoGuru Team,

Thank you for your response. To clarify the points you raised:

The deposits (totaling 1448 PLN) were indeed made over a period of two days immediately preceding my request for permanent account closure on July 24, 2025.

These funds were lost during gameplay before the account was formally closed.

I fully understand that these deposits occurred before the official self-exclusion. However, my claim for a refund is based on the fact that Stonevegas Casino demonstrated a complete failure in its duty of care. By reactivating my account without my knowledge or consent, they proved that their player protection systems are non-existent.

As an individual struggling with gambling addiction, I took the responsible step to close my account permanently. The casino’s unauthorized reactivation of my profile is a gross violation of responsible gambling standards. I believe that a casino which disregards such critical safety measures should not profit from a player who was clearly trying to escape the addiction at that time. I view this refund as the only appropriate compensation for the emotional distress and the risk of relapse caused by the casino's negligence.

I appreciate your assistance in evaluating this breach of security

Dear Klaudek22,

We kindly apologize for the inconvenience.

We want to convey that we were not informed about your gambling addiction.

We would like to kindly inform you that you have been unsubscribed from the email and SMS communication program and your account has been permanently closed.

Thank you for your understanding.

Kind Regards,

StoneVegas Casino

The casino claims they were not informed of my issues, but in my email from July 24th, I explicitly stated: 'Please close my account without the possibility of reopening it in the future'. I also described losing funds rapidly, which should be a clear red flag for any responsible operator. Since the casino now admits the account was 'permanently closed', their unauthorized reactivation is a direct violation of my security instructions and their own duty of care

The evidence clearly shows that the casino ignored my request of July 24th. Their explanation is false. I expect a fair resolution for exposing me to the risk of relapse through unauthorized access to the game.

Dear Klaudek22,

Thank you for your detailed explanation. I understand that this situation is very emotional for you, and I appreciate your openness.

However, I need to clarify several important points to set realistic expectations.

First, in your original closure request from July 24, 2025, you did not mention a gambling addiction or loss of control. While you requested a permanent closure, you did not explicitly state that the reason was related to a gambling problem. From a regulatory and responsible gambling standpoint, this distinction is very important.

Spending money rapidly can indeed be a red flag, but it is not sufficient on its own to classify a player as having a gambling problem. Not every player who deposits frequently or loses money in a short period of time is considered vulnerable. Casinos cannot automatically assume addiction unless it is clearly stated or there are strong documented indicators.

Second, I fully agree that a casino should not reopen an account that it previously confirmed as permanently closed. That is a procedural failure on their side. However, it is also important to note that, according to your own confirmation, you did not make any deposits or engage in any gameplay after the account was reactivated.

Regarding the refund request:

The deposits totaling 1,448 PLN were made and lost before your permanent closure request was submitted and confirmed. Unfortunately, we are not able to assist with obtaining a refund of funds that were deposited and lost prior to the closure. This applies in particular to situations where deposits are made immediately after a closure request. In practice, casinos are allowed a short, reasonable period of time to technically process and apply a self-exclusion or permanent closure. During that window, the account may still appear operational until the restriction is fully implemented.

Now that the casino has been clearly informed — through this complaint thread — that you are struggling with a gambling problem, and they have confirmed permanent closure and marketing removal, we believe the account will remain closed permanently moving forward.

For transparency, I must set expectations clearly: we are unable to assist with securing a refund of the 1,448 PLN in this case.

If you are experiencing gambling-related harm, I strongly encourage you to seek support from a professional gambling help organization in your country. Protecting your wellbeing is the most important priority.

Please let me know if you would like us to proceed with any further clarification toward the casino regarding the closure confirmation, but regarding the refund, our position remains as explained above.

Dear Mediator,

Thank you for your detailed explanation. I acknowledge CasinoGuru's position regarding the refund of deposits made prior to July 24th.

However, I would like to emphasize that the primary goal of my complaint was to highlight the gross procedural error made by Stonevegas Casino in reactivating an account that was supposed to be permanently closed. I am pleased that the mediator agreed with me on this point.

I request final confirmation from the casino that my details have been placed on their internal Blacklist due to gambling problems. This should ensure they cannot send any marketing materials or attempt to reopen my account in the future. Once this assurance is provided, we can consider this case on CasinoGuru closed, while I reserve the right to report the breach of safety procedures directly to the licensing authority (Gaming Board of Anjouan).

Thank you for your assistance in this matter.

Hi Klaudek22,

Thank you for your response and for clarifying your position. I appreciate your understanding regarding the refund aspect of the case.

I also acknowledge your primary concern — the procedural error related to the reactivation of an account that was intended to remain permanently closed. As previously stated, we agree that reopening such an account should not happen, and it is important that this is handled properly going forward.

At this point, I would like to kindly ask the casino to confirm the following:

• That the account is permanently closed
• That the player’s details have been placed on their internal blacklist due to gambling-related concerns
• That no marketing communication (email, SMS, or other promotional contact) will be sent in the future
• That the account cannot be reactivated under any circumstances

@Dear StoneVegas Casino,

Could you please provide explicit confirmation of the above to ensure full clarity and final reassurance for the player?

Once this confirmation is received, we will be able to consider the matter closed on our side.

Dear Petronela,

We assure you that the player's account has been permanently closed without the possibility of reopening.

Furthermore, we kindly confirm that has been unsubscribed from the marketing communication program.

Thank you for your cooperation.

Kind Regards,

StoneVegas Casino Team

Dear StoneVegas Team,

Thank you for the clear confirmation. We appreciate your cooperation in this matter.

Dear Klaudek22,

Thank you for your patience throughout the process.

The casino has now explicitly confirmed that:

• Your account has been permanently closed with no possibility of reopening.
• You have been unsubscribed from all marketing communications.

As previously explained, while we acknowledge the procedural error regarding the reactivation of your account, we are not in a position to request refunds for deposits made prior to July 24th. For this reason, and since the main corrective measures have now been confirmed by the casino, the complaint would be closed as rejected (unjustified) from our perspective — strictly in relation to the refund request.

Could you please confirm whether we may proceed with closing the complaint on this basis?

Of course, you remain free to contact the licensing authority should you wish to pursue the matter further on your end.

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

Dear Klaudek22,

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,

Petronela