StoneVegas Casino - La cuenta del jugador ha sido cerrada y está pendiente de retiro.

My account at this Casino was closed, as I explained in the complaint regarding Casino Amunra. It is the same company, and the balance I had in my StoneVegas account was approximately 250 USD. StoneVegas even asked me for my wallet address to process the withdrawal manually, but I have not received any response yet.

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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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Have you contacted casino support regarding the closure of your account? What justification have you received?
• When did the casino ask for your payment details?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

I believe I used the casino for about two months. I used it more because I'd had good experiences with similar casinos, like SupaBet, Robocat...

They say my account was closed by internal decision, but they don't explain it clearly.

They asked for my details for a manual withdrawal 10 days ago.

As I recall, I used all types of games: live casino, slots, bonus spins, and sports bets.

I had no bonus balance.

I emailed the requests to CassinoGuru.

Dear MarlonUser,

We can confirm that your account with Stonevegas is active.

Please proceed with logging in and submitting your withdrawal request.

If you encounter any difficulties, please don't hesitate to contact us again.

Kind Regards,

StoneVegas Casino

And as i sent to CassinoGuru, the support of StoneVegas already contacted me to process the manual withdrawn. But it is taking so long.

Dear MarlonUser,

Thank you for reaching out.

We would like to kindly draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• using the Website for commercial purposes or in someone else’s name or interest;
• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;
• colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

In regard's to the remainder of your balance you have been contacted on 22.09.2025 with the instructions on how to proceed.

Kind Regards,

StoneVegas Casino

Thanks to both parties for your reply. I will now transfer your complaint to my colleague Pavel ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello all!

Dear StoneVegas Casino, please, send the explanation and the evidence to my e-mail: [email protected].

Yes, I was contacted and sent my wallet address for withdrawn.

Dear Casino Guru,

A separate email has been sent to Pavel containing all additional information.

Additionally, a sum of $255.33 has been transferred to the wallet address provided by the customer.

Kind Regards,

StoneVegas Casino

Can you send me this transaction on the Blockchain? I didn't receive any withdrawn.

Furthermore, my email was notified that StoneVegas did request a withdrawal for that amount, but the withdrawal was subsequently cancelled.

Thank you, StoneVegas Casino!

Has the withdrawal been cancelled by you or the player?

Dear Casino Guru,

Yes, the transaction was cancelled by us, as our system currently does not support USDT on the ERC20 or TRC20 networks.

For the withdrawal, the user may provide a wallet address for one of the following supported assets:

BTC

LTC

DOGE

ETH

USDC (ERC20)

Kind Regards,

StoneVegas Casino

0x7e8cac9d5b519c3f1f6828b54cac37dc222e96e0

ERC20

0x7e8cac9d5b519c3f1f6828b54cac37dc222e96e0

ERC20

Dear MarlonUser,

Thank you for your patience.

Just to confirm, is this USDC (ERC20)?

Kind Regards,

StoneVegas Casino

Yes, USDC ERC20.

Dear MarlonUser,

Thank you for your confirmation.

We would like to kindly inform you that we have forwarded the details to the relevant team and you will be informed regarding your refund as soon as possible.

Thank you so much for your patience.

Best regards,

StoneVegas Casino

Hello MarlonUser,

We would like to update you that due to Pavel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Pavel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Pavel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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

Dear MarlonUser,

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,

Pavel