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,