StoneVegas Casino - My withdrawals have been awaiting verification for 15 days

Dear Anthyme,

We appreciate you contacting us. Your case is currently under internal investigation, and we are working to resolve it promptly. You will hear back from us shortly with further details.

Best regards,
Stonevegas Casino

Thank you, I hope there will be no problems, I look forward to your return.

Dear Anthyme,

Thank you for your message. We’re still reviewing your case and you can expect an update from us later today. We’ll keep you informed.

Best regards,
Stonevegas Casino

Thanks. i wait

Dear Anthyme,

We would like to inform you that one of the withdrawal requests, submitted on September 2nd, has been successfully processed today. The other earlier requests were cancelled by the player, therefore no further pending withdrawals remain in our system.
Thank you for your understanding and cooperation.

Best regards,
Stonevegas Casino

Thank you, I received the withdrawals. However, I still have a problem, as the video below shows: I can't use the coins I win during my games

This is sceeen

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

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.

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

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.