StoneVegas Casino - Player’s withdrawal request is delayed.

Dear Casino Guru,

I have won $6,100 in this casino and I have requested withdrawals in the following order:

• Sep/11 - $500 - Paid
• Sep/14 - $500 - Pending
• Sep/15 - $500 - Pending
• Sep/17 - $500 - Pending

While you can only request 3 withdrawals at a time, I still have $4,100 in my account. I have contacted support multiple times regarding my withdrawals and I always get the same answer " We have a high volume of withdrawals, we apologize for the inconvenience your money is safe with us." Last time I asked them, they have told me that they have processed the payment last Friday but there is still nothing.

Casino Guru can you please help me with this issue.

Thank you in advance.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear Boss78,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions so that I can fully understand the situation.

• How long did it take for your first successful withdrawal request to be processed and paid out?
• Could you please confirm whether you have already passed the KYC verification?
• Have you selected the same payment method for these withdrawal requests as you used for your first successful withdrawal?
• Have your winnings been accumulated with or without an active bonus?

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,

Veronika

Thank you for the quick reply,

I requested my first withdrawal on September 11th, and I received the money on September 17th.

I have registered with Stone Vegas casino about 6 months ago, when I tried to verify my account they said that they don't need anything from me regarding the KYC. I had many deposits and withdrawals without any issues but now.

Yes, I always use Interac transaction for deposits and withdrawals.

They were accumulated with an active bonus and I successfully wagered the bonus amount.

Dear Mirsad,

Thank you for bringing our attention to this matter.

We understand the importance of a swift withdrawal and would like to extend our apologies for any inconvenience caused by this delay.

Our team will investigate the issue and take action to expedite the pending withdrawals. Please bear with us just a bit longer, we will post an update once there is more information.

Your patience and understanding are much appreciated.

Kind regards,

StoneVegas Team

Thank you very much, Boss78, for providing all the necessary information. I will now transfer your complaint to my colleague Attila ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Boss78,

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.

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.

Dear All,

We would like to inform you that account verification is required in this case. We kindly ask the player to upload the necessary documents via the "Profile / Verification" section as soon as possible.

Once the verification is successfully completed, withdrawals will be enabled and can be processed accordingly.

We sincerely appreciate your patience and understanding during this procedure.

Best regards,

StoneVegas Team

Dear Boss78,

We kindly ask you to complete the casino’s KYC verification request so that we can proceed with this case.

Thank you in advance for your cooperation.

Best regards,

Attila G.

Dear casino Guru and StoneVegas,

I have uploaded the following documents:

• Proof of identity
• Proof of address
• Selfie photo with Id in my hand and StoneVegas casino in the background
• Proof of payment of the last deposit I made to StoneVegas casino using Interac transaction

Note: When I try to upload the proof of payment, it says that they require the last 6 months from my bank statement and I had a similar situation with a few casinos in the past when I try to explain that interac transactions do not show through the bank statements. It has it's unique statements that show all of the information including: name of the bank, email address, bank account number, amount sent, confirmation, and etc. As I mentioned, the bank statement DOES NOT show any deposit via interac except my daily purchases.

Now if they need any other deposits from the past please let me know and I can upload additional documents.

Thank you so much for understanding.

Dear StoneVegas Casino,

Could you please confirm whether the documents submitted by the player are sufficient to complete the verification process?

Thank you in advance for your cooperation.

Best regards,

Attila G.

Dear all,

Thank you for your cooperation.

To complete the verification process, we kindly urge the player to upload his transaction history for the months of July and August.

Once the account is verified, we will resume the withdrawals and post a confirmation.

Kind regards,

StoneVegas Casino

Dear Casino Guru/ Stone Vegas

I have upload the Bank Statement for months of July and August via email provided from

Stone Vegas Casino Live support agent at: [email protected] while I was able to sent only 5 pages through my Casino profile it did not allow me to sent remaining 3 Pages so one of the Stonevegas agent suggested to sent the files via email.

Thanks all

Dear StoneVegas Casino,

Could you please confirm whether the documents submitted are now sufficient to complete the verification process?

Thank you in advance for your cooperation.

Best regards,

Attila G.

Dear Attila,

Today after waiting for some time, they have rejected my bank statement, I don't know exactly what this Casino wants, Can You please send me an email address that way I can forward the documents to you .

Thanks

Dear Boss78,

You can send all relevant evidence and documentation to me via email at [email protected].

Dear StoneVegas Casino,

We would kindly like to ask you to explain the reason for the rejection of the player’s bank statement.

Thank you in advance for your cooperation.

Best regards,

Attila G.

Dear Boss78,

Thank you for your explanation.

To proceed with your verification, please upload the documents in their original PDF format through the verification section in your profile.

If you encounter any issues with the upload, you can also send them to us as an attachment via email to [email protected], and we'll process them from there.

We appreciate your cooperation.

Best regards,

StoneVegas Casino

Dear Boss78, could you please confirm whether you were able to upload the document?

Thank you in advance.

Dear Attila,

I have uploaded the documents to Casino, and my account is now fully verified.

I have also received the following withdrawals

Sep/14 - $500- Received

Sep/15 - $500- Received

Sep/17 - $500- Received

I have requested three new withdrawals

Oct/16 -$750- Pending

Oct/17 -$750- Pending

Oct/18 -$750- Pending

I still have $ 1850 in my Stonevegas Casino account

I would like to keep the Complain open until amount is paid in full

Thank you!

Dear Boss78, thank you for the information.

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.

Dear Attila.

I have received 3 withdrawals of $750 and I have requested last 2 withdrawals of $750 each

I hope I will receive the money sometimes next week, I will update as soon I receive those last 2 withdrawals

Thank you!

Dear Boss78, do you have any updates for us? Have you received your remaining withdrawals?

Best regards,

Attila G.

Dear Attila,

Unfortunately I did not received the last two payments yet over a week now

Dear StoneVegas Casino, could you please explain the reason for the delay in the players' last two withdrawals?

Thank you in advance for your cooperation.

Dear Attila,

I would like to confirm that I have received all withdrawals from StoneVegas casino, now you can close this complain as resolved.

Thank You so much for you help!

Dear Boss78,

Thank you for promptly informing Casino Guru representatives and us about receiving the funds. We truly appreciate your patience throughout this process. Please remember that our support team is available 24/7 via online chat or at [email protected], and is always ready to help resolve any misunderstandings or clarify any issues that may arise.

Thank you for choosing StoneVegas as your betting home.

Kind regards,

The StoneVegas Casino Team

Dear Boss78,

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