The player from Greece had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The Complaints Team had communicated that delays in processing withdrawals were common and might have been due to ongoing KYC verification or a high volume of requests. After the player marked the complaint as resolved, it was confirmed that the issue had been addressed satisfactorily.
StoneVegas Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
StoneVegas Casino
Safety Index:Fresh casinoCase summary
Discussion
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6 months ago
Translation
I have been waiting for about 2 weeks now for a withdrawal, I send messages, what happens if they want me to send them documents for identification and they tell me your account is fine and everyone tells me the same thing that we have sent your problem to the relevant department and we apologize profusely.
Automatic translation:
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6 months ago
Dear player,
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 the 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
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6 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 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.
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6 months ago
TranslationHello,
Thank you for your service and communication. I am very satisfied with the games and playability of StoneVegas Casino. My first withdrawal of €500 went through normally, but the second withdrawal of €500 has been pending for 2 weeks. Everything is fine with my account. Please let me know if there is a possibility to complete the pending withdrawal as soon as possible. Thank you very much for your help!
Automatic translation:
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6 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 player,
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,
Dominika
