StoneVegas Casino - Deposits confirmed by bank but not credited 800 EUR

Dear Flo1109,

Following a review of your account in relation to your concerns, we would want to inform you that we were not able to locate the withdrawal transactions you are referring to.

Upon investigating. We noticed, out of your last three withdrawal transaction, one was attempted on December 6, 2025,for 1,000 EUR, and two were attempted on December 12, 2025, 1,500 EUR, and 502 EUR. All three of them were cancelled within 24 hours from your end. And all of your withdrawal attempts till date were either 500 EUR or above.

Therefore, the deposit amount and date mentioned above does not match with your account.

Hence, we kindly request you to please provide us with the withdrawal transaction ID from your balance history in your StoneVegas Casino profile. This will be helpful for us to check and proceed with your request accordingly.

We are looking forward for your update.

Kind regards,
StoneVegas Casino team.

Dear StoneVegas Support Team,



Thank you for your response. However, I would like to clarify the situation once again, as there still appears to be a misunderstanding.



My complaint does not concern withdrawals at all, but strictly deposits that were debited by my bank but never credited to my StoneVegas account.



The deposits in question were made via Boursorama Bank, part of the Crédit Agricole Group, and consist of bank transfers (instant transfers).



Summary of deposits correctly credited:

– Tuesday, December 16:

  • €1,800 credited via bank transfer

  • €500 credited via debit/credit card (Boursorama Bank)

– Monday, December 15:

  • €1,400 credited via bank transfer



Missing deposits (not credited to my StoneVegas account):

– €300 (bank transfer – Crédit Agricole)

– €300 (bank transfer – Crédit Agricole)

– €200 (bank transfer – Crédit Agricole)



This represents a total missing amount of €800.



These three bank transfers were successfully debited from my bank account, as clearly shown on the bank statements attached (including dates and times), but were never credited to my StoneVegas account.



Since these deposits do not appear in my StoneVegas deposit history, I am unable to provide a transaction ID from your platform. The only available references are the bank transaction details, which are visible in the attached documents.



I kindly ask you to verify these three Crédit Agricole bank transfers with your payment provider and to proceed with the regularization of the missing €800 as soon as possible.



I look forward to your prompt response and a resolution of this matter.



Kind regards,

Flo1109

Dear Flo1109,

Thank you for providing the additional information. Our team is currently reviewing the details and is actively working on your case. As soon as the review is completed, we will get back to you with an update.

We appreciate your patience and cooperation, and we hope to resolve this matter for you as quickly as possible.

Kind regards,
StoneVegas Casino team

Hello,



I have been receiving the same reply from your support team for over a week now, without any concrete progress.



I would like to remind you that I made three bank transfers for a total amount of approximately €800, which have been confirmed as successfully sent by my bank.



As of today, the funds are no longer in my bank account and are still not credited to my casino account, and I have not received any clear update or timeframe.



Could you please clearly confirm:

– whether the transfers have been received on your side, and

– the exact date when the funds will be credited or refunded.



I would appreciate a clear and precise update.



Kind regards,

Dear Flo1109,

Thank you for your response. We fully understand your concern and appreciate your patience.

Please be assured that your case is being actively reviewed by our team. Due to the upcoming Christmas holidays, there may be some delays in providing detailed information, but even during this period, we are doing our best to continue working on all pending requests.

Once we have verified the information and received clear information regarding your transfers, we will contact you immediately with all the details.

We sincerely appreciate your understanding and cooperation and hope to resolve this matter for you as soon as possible.

Best regards,
StoneVegas Casino team

Ok je patiente

Dear Flo1109,

Thank you for your understanding.

We are continuing to follow up on your case, and as soon as we receive a confirmed update, we will inform you immediately.

We appreciate your patience and cooperation.

Kind regards,
StoneVegas Casino team

Bonjour, Cela fait 10 jours que je relance quotidiennement vos services, la réponse est toujours la même. vous ne savez pas quoi me répondre... c'est quand même 800€ dans la nutre .... j'espere que vous allez me trouver la solution.

Dear @Flo1109,

Kindly note that, since you used the international domain of our website to submit your complaint, you are expected to use English only in your further complaint-related communication.

Thank you in advance for your cooperation.

Hello,



Thank you for your follow-up, however this situation has been going on for far too long.



As of today, this amount is still “missing,” and it represents a significant sum.

I have provided all the necessary information and I now expect a concrete update on the progress of my case, as well as a clear deadline for its resolution.



Please take urgent action with the casino so my funds can be located and credited as soon as possible.



Kind regards,

Dear Flo1109,

Thank you for your patience. We are still working on your case. As previously mentioned, the verification of your account is ongoing, and the process has been slightly delayed due to the Christmas holidays.

While we continue to investigate the current status of your funds on our side, could you please confirm whether you have contacted your bank and if they were able to verify that the payment was sent from their side? Having this information will help us coordinate the next steps more effectively.

We appreciate your understanding and cooperation as we continue to resolve this matter.

Kind regards,
StoneVegas Casino team

Hello,

My bank has confirmed that the three payments were successfully sent and debited. You have already received my bank statement and the instant transfer confirmations on December 15th and 16th. It has now been 11 days, and I am still waiting for a resolution, despite you having all the necessary evidence.



I expect this issue to be resolved as soon as possible. Until then, I will not deposit any more money on your platform and will continue my actions if needed.



Best regards,

Flo1109

Dear Flo1109,

Thank you for the confirmation and for providing the bank statements and transfer confirmations. This information is helpful for our ongoing investigation.

Kind regards,
StoneVegas Casino team

Hello,
As previously stated, I have already provided all the requested documents.
I am now waiting for real progress from your side.
Please make sure my case is handled within the allotted timeframe.
Kind regards,

Dear Flo1109,

Thank you for your message and for providing all the requested documents.

We would like to assure you that we are reviewing your case. We appreciate your patience as we continue to work on resolving the matter.

Kind regards,
StoneVegas Casino team

Hello,
Thank you for your message. However, I have been waiting for a concrete update regarding my case for a week now. Could you please let me know when I can expect a resolution?
Kind regards,

Dear Flo1109,

Upon reviewing your account we can see few similar amount of transaction getting declined on the same day.

Therefore, for us to investigate further we kindly request you to please provide us with the deposit transaction ID from your balance history in your StoneVegas Casino profile.

This will be helpful for our relevant team to check and proceed with your request accordingly.

We are looking forward for your update.

Kind regards,
StoneVegas Casino team.

Dear Sir or Madam,



The current situation is no longer acceptable and now requires a clear and definitive response from your side.



I would like to reiterate once again that my complaint does not concern withdrawals, but three instant bank transfer deposits, confirmed as successfully executed by my bank and never credited to my StoneVegas account.



Detailed summary:



€300 – instant bank transfer on 15/12/2025 at 20:08
€200 – instant bank transfer on 15/12/2025 at 20:40
€300 – instant bank transfer on 16/12/2025 at 17:34
Total amount concerned: €800




My bank has confirmed in writing that:



the transfers were successfully completed,
no rejection or incident occurred,
the beneficiary is CYBERION SOLUTIONS LIMITED.




All bank statements and payment confirmations have already been provided to you.



Regarding your repeated request for a “deposit transaction ID”:

since these deposits were never credited to my StoneVegas account, no internal transaction ID exists in my account history. It is therefore materially impossible for me to provide an element that depends exclusively on your internal systems.



Consequently, I formally request, within a maximum period of 72 hours from receipt of this message:



either the immediate credit or refund of €800,
or a detailed written explanation, clearly stating:
whether the funds were received by your payment provider,
where the funds are currently located,
and the precise and definitive timeline for resolution.





Failing a concrete response within this timeframe, I will be compelled to initiate the necessary actions with:



the competent regulatory authority,
your payment provider,
as well as any appropriate complaint or legal procedure, supported by my bank confirmations.




I am a VIP player on your platform, and the current handling of this matter, despite all supporting documents having been provided, has caused a real prejudice.



I look forward to a clear and prompt response.



Yours faithfully,

Flo1109

Dear Flo1109,

Thank you for your message and for the detailed information provided.

We would like to confirm that we are still working on your case. At the moment, the review is taking slightly longer than usual due to the holiday period, which may cause some delays in processing and coordination with the relevant parties.

Please rest assured that your case remains under investigation, and we will get back to you with an update as soon as we have concrete information to share.

Thank you for your patience and understanding.
Wishing you a Happy New Year.

Kind regards,
StoneVegas Casino team.

I'm waiting

Dear Flo1109,

Thank you for your patience and understanding.

Kind regards,
StoneVegas Casino team

Ok i patient

Dear Flo1109,

Thank you!

Kind regards,
StoneVegas Casino team

Hello,

I would like to follow up on my complaint, as the situation remains unresolved and the same issue has occurred once again.

Yesterday, I made a new instant bank transfer of 200 EUR (see attached proof).
The transfer was successfully completed from my bank’s side, and the beneficiary received the funds, however the amount has not been credited to my StoneVegas player account.

This is not an isolated case. Several of my previous deposits made via Crédit Agricole have encountered the same issue, while deposits made from another bank (Boursorama) were credited without any problem.

Despite providing all requested documents and transfer confirmations, no effective resolution has been provided so far.

This clearly indicates a recurring issue, most likely related to their payment service provider for Crédit Agricole bank transfers.

I am therefore requesting urgent intervention so that:
• the 200 EUR deposit made yesterday is credited without further delay, and
• all my pending deposits are finally processed.

I remain available should any additional information be required.

Thank you in advance for your assistance

Dear Flo1109,

Thank you for the additional information and for keeping us informed.

Based on the details you provided, it does appear that the issue may be related specifically to transfers made via Crédit Agricole. This information is very valuable to us, as it allows our team to focus the investigation on a single payment flow and bank.

We have forwarded these new details to our payments department and are currently awaiting their feedback. As soon as we receive an update from them, we will get back to you with further information.

Thank you for your patience and cooperation. We appreciate your understanding while this matter is being reviewed.

Kind regards,
StoneVegas Casino team