StoneVegas Casino - Η ανάληψη των κερδών του παίκτη καθυστέρησε.

Dear Casino Guru Team,

I requested a €500 withdrawal from StoneVegas Casino (stonevegas3.com) on 17 October 2025 via bank transfer.

My withdrawal status has remained at "Under Review" since that date. My KYC verification was completed long ago, and I have contacted the casino’s support multiple times.

The only responses I received were generic messages saying that my request "is being processed" and that the finance department has been informed. The latest message from them was on 27 October 2025, but the withdrawal is still not processed.

Today, I sent them a final written request asking to release the payment by the end of the day (28 October 2025). Instead of resolving the issue, they replied by telling me to "send my complaint to [email protected]", which is the same address I have already used several times.

This does not appear to be a proper complaints process, and I believe my case is being delayed without justification.

I kindly ask CasinoGuru to contact the casino and help me receive my €500 withdrawal.

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 Alessio40,

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 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

Thank you very much for your feedback.

I stated that I never deposited, but I was mistaken. The money I'm withdrawing is from a deposit I made with a bonus.

Ich danke ihnen sehr für die Rückmeldungen.

ich habe angegeben das ich nie eingezahlt habe aber ich habe mich vertan. Das Geld was ich auszahle ist von einer Einzahlung die ich getätigt habe mit Bonus.

Dear Alessio40,

We apologize for the extended processing time and any inconvenience the withdrawal delay may have caused.

Your withdrawal request has been sent to the relevant department and will be processed as soon as possible.

Thank you for your patience and understanding.

Kind regards,

StoneVegas Casino

Dear Alessio40,

We are pleased to inform you that your withdrawal request has been successfully processed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,

StoneVegas Casino Team.

Dear Alessio40,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

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

Dear Alessio40,

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,

Attila