StoneVegas Casino - Jugador solicita bloqueo de cuenta por adicción.

Ladies and Gentlemen

Unfortunately, after using my old email address, I no longer have access to the email address

Now I have written to the casino about game addiction and email changes

Unfortunately without result I wrote to the casino on 16.09.2025 that I am addicted and should block my account immediately unfortunately without results please ask for your support

Sehr geehrte Damen und Herren

Nach dem ich leider meine alte Email benutzt habe habe ich leider kein Zugriff mehr auf die Email Adresse

Nu habe ich das casino angeschrieben wegen Spiel sucht und Email Änderungen

Leider ohne Ergebnis habe das casino am 16.09.2025 angeschrieben das ich süchtig bin und mein Account sofort sperren soll leider ohne Ergebnisse bitte um eure Unterstützung

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with StoneVegas Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you contacted the email provider and attempted to restore access to your old address? With what result?
• Did you previously register an account using your usual email address in this particular casino?
• Have you tried contacting the casino via live chat? With what result?
• When was the last time the casino allowed you to deposit?

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,

Tomas

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

Dear besarion,

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,

Tomas

We’ve reopened this complaint at the request of besarion. We would like to allow this case one more chance to be resolved and help both parties involved reach a satisfactory conclusion.

Player's message:

Dear Sir or Madam,

Unfortunately, my account has been reactivated and I have lost 240 euros. I would appreciate your assistance.

Yours faithfully, Beteev

Dear besarion,

Is your player's account accessible to you?

What were the circumstances under which your account was reopened?

Have you saved any relevant communication with the casino, including the casino's responses? Please share this communication as evidence with me at tomas@casino.guru

Have you asked the casino for a refund due to failed player protection? With what result?

Looking forward to your reply.

No, I haven't written or spoken to anyone. The account was simply created; I received advertising in my spam folder.

My account was permanently closed due to gaming addiction and family problems. I don't know why they reopened it, but it seems like they just want money from addicts. It's quite simple, even if they violate their own terms and conditions.

Nein habe mit niemandem geschrieben oder gesprochen Account würde einfach eröffnet habe Werbung in Spam gehabt

Mein Account war dauerhaft geschlossen Wegen Spiel süchtig Familien Probleme wegen Spiel warum die es wieder eröffnet haben weiß ich nicht aber es sieht doch so aus die wollen doch von Süchtigen menschen geld habe ist doch ganz einfach auch wen sie gegen die eigene agb verstoßen

Thanks for your reply.

Have you deposited after your account has been reopened?

Have you contacted the casino after your account was reopened and asked for self-exclusion due to gambling issues again?

If you haven't contacted the casino by yourself, we recommend you do so for a prompt resolution of your issue. If the closure of your account fails, we'll intervene.

Please keep me updated.

Yes, I contacted the casino about gambling addiction.

Account is closed

Please help with refunds

Double violation of terms and conditions

Ja ich habe das casino angeschrieben wegen Spiel sucht

Account ist geschlossen

Bitte um Hilfe wegen Rückerstattung

Doppelt agb verstoß

Thanks for the confirmation.

The only communication you provided was regarding updating the email address of your casino account from September 2025.

We may only ask the casino to refund you money lost on gambling if we can conclude that the casino should have protected you. Kindly provide evidence of having informed the casino of your gambling issues at any point, or any relevant confirmation from the casino that your self-exclusion is active.

Send the evidence to my email at tomas@casino.guru

Thanks in advance for your cooperation.

I wrote you the email

Ich habe dir die Email geschrieben

Dear besarion,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello besarion, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of StoneVegas Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Liber casino guro team, unfortunately, things have seemed a bit strange to me lately. westace1.com casino, spinboss1.com and other casinos – no response anymore.

The fact that no refunds are being offered is a bit strange, also from your side.

Liber casino guro team leider kommt mir in der letzten Zeit bißchen komisch alles vor westace1.com casiono spinboss1.com und weiter casino keine Reaktion mehr

Keine Rückerstattung mehr ist bißchen seltsam auch von eurer Seite aus

Dear besarion,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First and foremost, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise blocking all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej