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.
Beschwerde-Info
Dear Zavast,
Thank you for taking the time to share your experience.
We understand your concerns regarding the verification process and recent withdrawal requests. Please be assured that we are currently reviewing your case in detail with the relevant department to clarify the situation and ensure that it is resolved appropriately.
We kindly ask for a little more time while we investigate this matter. Once we have the full information, we will get back to you with more information.
We appreciate your patience and thank you for bringing this to our attention.
Best regards,
StoneVegas Casino
Thank you for the reply StoneVegas reagarding the matter.
Hopefully we get this solved soon. Just very frustrated that I have had this issue for over a week now.
I have been given multiple time windows when the matter should have been already done but those promises have been constantly broken.
For example I was finally able to send the documents to the sites verification panel on friday. (Note that I sent the documents already via email on tuesday) Anyways, I was promised the verification process will take 24-48 hours. Already past that since it's sunday. LiveChat said that they work during the weekend so can't be that. (And if you count from tuesday that is even further away.)
Looking forward to get the process done early next week then.
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