Complaint #5 StoneVegas Casino

My withdrawals have been awaiting verification for 15 days

By Hochet A.

1 year ago

My withdrawals have been awaiting verification for 15 days, always the same message from the financial service but nothing is moving forward.
I contacted customer service and the message has been the same since the beginning. They told me that the financial department is behind schedule, but nothing is moving forward.

Disputed Casino StoneVegas Casino

Reason Verification issues

Amount €1000

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that StoneVegas Casino management acted in accordance with their Terms and Conditions and/or advertised payment timeframes.

Based on the abovementioned information and taking into account the player's confirmation that all eligible payments were processed and received, the AskGamblers Complaint Team considers this case resolved and closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of a disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

StoneVegas Casino

• Representative

1 year ago

Dear AskGamblers Team,

Thank you for your message. We would like to inform you that the player’s issue has already been fully resolved. The complaint concerned a withdrawal delay, but all of the player’s funds have since been paid out in full, and he has also confirmed receiving them. In addition, we provided him with answers to his other questions directly.

Could you please let us know if you still require any further information from our side, or if this matter can now be considered closed? Should the player have any additional concerns, we will be more than happy to address them promptly.

Thank you for your support and cooperation.

Kind regards,
StoneVegas Casino

AskGamblers

• Support Team

1 year ago

Dear StoneVegas Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

StoneVegas Casino

• Representative

1 year ago

Dear Anthyme,

Thank you for bringing this to our attention.
Please note that, as per our Terms and Conditions (section 7.3), your account has been excluded from participating in our bonus program. This is an administrative decision, and therefore bonus coins and related features are not available on your account.
We appreciate your understanding regarding this matter.

Kind regards,
Stonevegas Casino

StoneVegas Casino Complaint Stats

Resolved 14 / 16

Avg. Amount $5,378

Avg. Complaint Duration 9 days

Avg. Response Time 24 hours

StoneVegas Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 13 out of 15 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.

StoneVegas Casino Complaints

See all complaints for this casino

Delayed withdrawals and artificial payout stalling after full KYC verification

Dear AskGamblers Team,

I am writing to file an official complaint against StoneVegas Casino regarding the ongoing, unjustified delays and deliberate stalling of my withdrawals. The total amount held by the casino is 7,600,018.35 HUF. Out of this, 7,000,018.35 HUF is sitting in my active balance, and an additional 600,000 HUF is currently requested under active withdrawals which the casino refuses to process in a timely manner.

Chronology of Events:

• In mid-August, I won a significant amount on the platform. I initiated 3 withdrawal requests of 300,000 HUF each, which were successfully processed and received during the following week.

• After continuing to play, my balance increased further. At this point, I noticed that the casino unilaterally restricted my withdrawal options, allowing a maximum of only 200,000 HUF per day, forcing me into a lower VIP Tier 1 status.

• When I inquired via live chat, the support team claimed the delays were due to my downgraded VIP level caused by "too many withdrawals."

• By August 26, my balance reached 8,673,633.55 HUF. The casino then canceled my pending withdrawals and initiated a mandatory Account Verification (KYC) procedure.

• I spent an entire week uploading all requested documents (ID, proof of address, bank card ownership, etc.). The casino repeatedly rejected them under minor pretexts to stall for time. Finally, on September 8, my KYC verification was officially and fully approved.

• Following the verification approval, I submitted 3 new withdrawal requests of 200,000 HUF each (totaling 600,000 HUF). After a long delay and constant excuses from customer support regarding "finance department backlogs," this specific 3x200,000 HUF batch was paid out on September 16.

• Immediately after that payout, I requested another batch of 3x200,000 HUF withdrawals, which is the maximum allowed simultaneously on the platform.

Current Situation:

Since mid-September, these 3 withdrawal requests (totaling 600,000 HUF) have been stuck in "Pending" status. The finance department continuously uses stalling tactics and vague excuses. My remaining active balance inside the casino is exactly 7,000,018.35 HUF.

Since my account is 100% verified and no terms have been breached, the casino has absolutely no legal or contractual ground to withhold my money. It is obvious that they are intentionally delaying the payouts, hoping that I will cancel the pending requests and play through my winnings.

As evidence, I have attached a screenshot of the official confirmation email received from kyc@stonevegas on September 8 proving my account is fully verified, alongside the screenshot of my current account status showing the 7,000,018.35 HUF balance and the 3 active, pending withdrawals of 200,000 HUF each.

I kindly ask the AskGamblers team to intervene, investigate this matter, and help me recover my full funds from StoneVegas Casino.

Thank you for your assistance.

Best regards,

Unresolved

Ft7,000,018

Delayed payment of 2x 200000HUF

Dear AskGamblers,

I want to file a complaint for Stonevegas Casino. I made a withdrawal request on 21th of September and 22th of September,
now it's the 10th day and I still have no information about the payments it says only they are processing it.

The company says it takes 1-3 days for the payment to be paid but this is delayed for no reason. The support keeps saying automatic message that they have a lot of requests and they are working on it. I really like the casino but this has made me very worried since is the first time I have played there and never experienced a delay like this before.

I have seen also some undisclosed complaints here about the company and it's making me more worried thinking I will probably never get my winnings.

I kindly ask for your help so we can find a solution or a response from the casino because this is making me very anxious.

Thank you

Unresolved

Ft400,000

Delayed Payment of 200000HUF

Dear AskGamblers,

I want to file a complaint for Stonevegas Casino. I made a withdrawal request on 4th of September, now it's the 12th day (8th work day) and I still have no information about the payment it says only they are processing it.

The company says it takes 1-3 days for the payment to be paid but this is delayed for no reason. The support keeps saying automatic message that they have a lot of requests and they are working on it. I really like the casino but this has made me very worried since is the first time I have played there and never experienced a delay like this before.

I have seen also some undisclosed complaints here about the company and it's making me more worried thinking I will probably never get my winnings.

I kindly ask for your help so we can find a solution or a response from the casino because this is making me very anxious.

Thank you

Resolved

Ft200,000

Crypto withdrawal delayed for 5 business days

I am filing a complaint against Stonevegas Casino for a delayed cryptocurrency withdrawal of €250 (100,000 HUF).

I requested the payout on Sunday (July 12, 2026). Their policy states a maximum processing time of 2–3 business days. Today is Friday, making this the 5th business day, and the status is still "Pending."

Customer support explicitly confirmed that my account is fully verified and no KYC documents are needed. They claim the financial department is in the "final stages," but they refuse to process the transaction.

Since crypto transactions are instant once approved, there is no valid reason for this 5-day delay. It clearly looks like intentional stalling.

I kindly ask for your intervention to help me get my winnings.

Resolved

€250

Delaying withdrawal since 2nd of July 2026

I requested a withdrawal on July 2nd, 2026. It has been 11 days, and the funds have still not arrived in my bank account. I contacted customer support multiple times, but I am only receiving automated template responses asking me to be patient and stating that the case "has been forwarded to the relevant department." No transaction receipt or ARN number has been provided. This is an unreasonable delay for a standard transaction. I request StoneVegas to process my payment immediately.

Rejected

Complaint regarding delayed withdrawal of 70 USD

Dear AskGamblers Team,

I would like to submit a complaint regarding the delay of my withdrawal request from StoneVegas.

I requested a withdrawal of $70 on 12 June 2026, but until now I have not received my payment. The withdrawal has been pending for several days without a clear explanation or resolution from the casino.

When I reviewed StoneVegas' terms and conditions, it was clearly stated that withdrawals take 3 working days to process. However, this timeframe has already passed, and my withdrawal has still not been completed.

I have also contacted their online support regarding this issue, but all I have received are excuses without any proper solution or a clear timeline for when my payment will be processed.

I have completed all necessary requirements on my account, and I believe this delay is unreasonable. I kindly ask AskGamblers to investigate this matter and assist me in getting my withdrawal processed as soon as possible.

I would appreciate your support in resolving this issue with StoneVegas.

Thank you.

Resolved

$70

The finance department is very slow

My payment has been in verified status for a week, and nothing has changed since then.

They didn't ask me for any documents.

I got the same template response to emails and live chat. Converted to more than 1600 euros.

I have already deposited at least 500 euros on the site, and this would be my first payment.

Resolved

Ft600,000

Verification page and withdrawal Issues

Hey there!
So, I deposited 100 euros to StoneVegas and won over 40 000 euros. Since the site only allows you to make 500 eur withdrawals I made 3 of them last weekend. At the start of this week those were declined. StoneVegas informed that my account needs to be verified which is understandable with such a high withdrawals.
Then the problems started. The verification page said that no verification was needed. I asked about it in livechat and they said that it was false, the account must be verified. I was blocked to make more withdrawals since. They said there is an issue with my verification page not showing that my account needs to be verified. After waiting mutiple days it still hasn't updated which seems a very strange since I have never faced an issue like this. The account must be verified but I can't send documents to verify my account.
I also emailed my documents to them, thought that it wouldn't harm anything. Since then I have been waiting, visiting livechat every now and then but just the same awnser. The department is handling the situation and we here in livechat can't help further.
Such a weird issues I have never faced before in my entire life and no communication about things moving forward.

Resolved

€40,000

Deposits confirmed by bank but not credited 800 EUR

I am filing a complaint regarding three instant bank transfers that were successfully completed from my bank account but never credited to my casino account.

Total amount: 800 EUR

Here are the exact details confirmed by my bank:

300 EUR – instant transfer received on 15/12/2025 at 20:08

200 EUR – instant transfer received on 15/12/2025 at 20:40

300 EUR – instant transfer received on 16/12/2025 at 17:34

The beneficiary confirmed by my bank is CYBERION SOLUTIONS LIMITED.

There were no rejections, no errors, and the funds were successfully received.

Since Monday, I have contacted the casino support daily via live chat, but I only receive generic responses such as “we will get back to you by email”.No email, no explanation, and no solution have been provided so far.

I am a VIP player, and this situation has caused significant stress and inconvenience.

Until this issue is resolved, I have stopped making any further deposits.

I am requesting:

Immediate credit of the 800 EUR, or

A clear written explanation with a defined resolution timeframe.

I have attached all bank transfer confirmations as evidence.

Resolved

€1,000

3 withdrawals pending and money waiting in my cashier for another withdraw

Hello, I played for a few months on this casino.

Since then withdrawals been processed smoothly, and I've no problem before with it.

But now, I''ve ask for 3 withdraws last week so in september, 75€ the 22th, 60€ the 23th, and 50€ the 24th.

And I deposited again since then, and I've 259.9€ in my real balance waiting to be claim as a withdraw but the casino as a rule of 3 max withdraw at the same time so I can't claim also this winning. So the first withdrawal as been ask 7 business days ago, and it says it should be processed within 3 business days (so maximum 3 bdays if I understand well).

I've asked two times the chat support to see what's happens, but they keep saying they check with the financial service without anything more. I've also contact my VIP contact on telegram, but she said she can't help with this problem.

So here I am, i want to be paid as it should be.

Thanks for your help.

Best regards

Resolved

€185