StoneVegas Casino - La cuenta del jugador ha sido cerrada sin explicación.

My account was simply closed without explanation and now the casino simply does not want to refund the money I earned.

Multiple letters to the casino have yielded no response. They're just stalling.

Mein Konto wurde vom Konto ohne Begründung einfach geschlossen und nun will mir das Casino mein erworbenes Geld einfach nicht zurück erstatten.

mehrfaches Schreiben an das Casino hat nichts gebracht, keine Reaktion. Nur hinhalten.

Dear riehni,

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

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I played slot machines,

There was no verification. The account was closed without warning.

I just played with bonus

Ich habe mit Spielautomaten gespielt,

es gab keine Überprüfung. Das Konto wurde ohne Vorwarnung geschlossen.

ich habe mit Bonus gerade noch gespielt

Dear Riehni,

Thank you for reaching out! We’d like to take a closer look at the situation and provide you with a complete response regarding your case. However, the email address you provided with this complaint could not be found in our system.

Could you please provide the email address you used when registering on our website? This will help us locate your account and look into the issue more thoroughly. You can share this information here, or contact us 24/7 via online chat or at support@stonevegas.com. We’ll be happy to assist you!

Best regards,

Stonevegas Casino

Dear Riehni,

We could not locate any user registered with this email address either on our platform. Please provide accurate information so that we can locate your account and investigate the issue further. Additionally, kindly ensure that there was no confusion regarding the platform and that the difficulties you experienced occurred specifically on our website, stonevegas.com.

You may also contact our technical support via Live Chat directly from your account on our site, which will help us identify you more easily.

Please remember that we are always here and ready to assist you in resolving any issues.

Best regards,

Stonevegas Casino

What happens now? The email address I entered is the one I'm trying to log in with, but it doesn't work anymore.

Wie geht es den nun weiter ? Die angegeben Mail Adresse ist die mit der ich mich versuche anzumelden es geht aber nicht mehr

Yes, I have. I even still have the email with the deposit bonus.

Ja habe ich . Sogar noch die Mail mit dem Einzahlung Bonus

Can you please forward everything to me or post it here? My email address is kristina.s@casino.guru.

I have forwarded to your email address

Habe ich an ihre Mail Adresse weitergeleitet

Dear Kristina,

We would kindly request to check the information provided via email regarding the player's account closure.

If you have any additional questions don't hesitate to contact us.

Thank you for your cooperation.

Best regards,

Stonevegas Casino

Unfortunately, the email I sent you came back.

the email address seems to be incorrect

Also leider kam die Mail die ich ihnen geschickt habe wieder zurück .

die Mail Adresse scheint nicht zu stimmen

I still haven't received a response. Neither from them nor from the casino.

Ich habe immer noch Antwort bekommen. Weder von ihnen noch von dem Casino

I haven't received a response for days. Neither from you nor from the casino. I finally want this issue to be addressed and resolved.

Ich erhalte seit Tagen keine Antwort. Weder von ihnen noch vom Casino . Ich möchte endlich das dass Anliegen bearbeitet und geklärt wird

Hello everyone,

Thank you both for your replies.

The Stonevegas Casino Team provided evidence that the account was closed in compliance with the General T&Cs. I am afraid that under these circumstances, we are unable to provide further assistance. However, you can always contact the licensing authority for further evaluation, as they have more tools and options to assist in similar situations.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.