StoneVegas Casino - Die Einzahlung des Spielers wurde nicht gutgeschrieben.

Hi, after trying to deposit €150 on the site, I confirmed with my bank and three €150 sums were withdrawn, totaling €450. They never reached my gaming account. I'm also reporting this issue, including the transaction codes, and they haven't responded to emails since October 6th. I'm attaching a photo of the deposits and the transaction codes.

salve, dopo aver provato a depositare 150 sul sito , ho dato conferma alla mia banca e si sono tirati tre importi da 150 per un totale di 450 di euro. mai arrivati al conto gioco. in piu faccio presente la cosa con tanto di codici transazioni e non rispondono alle email dal 6 ottobre. allego la foto dei depositi e in piu i codici transazioni.

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Dear inesdellapietra,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation.

• Could you kindly provide documentation from your payment provider confirming that the funds were successfully transferred to the casino's account?
• Have you had any successful deposits at this casino?
• How long have you been a player at this casino, please?

Thank you for your understanding.

Best regards,

Katarina

Hi, I've attached photos with transaction codes paid from my bank to StoneVegas in my complaint. It was my first time depositing on this site.

salve, ho allegato nel reclamo foto con codici transazioni pagati dalla mia banca verso stonevegas . era la prima volta che ho provato a depositare in questo sito.

I am requesting StoneVegas Casino to return my money to my bank since I intended to deposit only 150 and they took 450 without my consent.

richiedo al casino stonevegas che il mio denaro tornino alla mi banca visto che la mia intenzione era depositare solo 150 e se ne sono presi 450 senza il mio consenso.

Dear inesdellapietra

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite StoneVegas Casino representative to join this conversation.

Dear StoneVegas Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Inesdellapietra,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused.

Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

StoneVegas Casino

Dear StoneVegas Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear Inesdellapietra,

We would like to inform you that the two €150 transactions are currently being reverted back to your account by the payment provider.

Please note that refunds typically take 2–3 business days to be processed, depending on your bank’s procedures.

In some cases, it may take a little longer for the funds to appear.

Thank you for your patience, and please feel free to contact us if you have any further questions.

Kind regards,

StoneVegas Casino

Dear player,

Have you received any update regarding your payment?

Hi, I haven't received anything yet.

Then reading the casino's response, why does it talk about two refunds of 150 when there are three of 150?

salve, a oggi non ho ricevuto ancora nulla

poi leggendo la risposta del casino. perche parla di due rimborsi da 150 visto che sono tre da 150?

Dear Stonevegas Casino,

Could you please send me player's full transaction history in unedited format to miroslava.d@casino.guru for review, since there seems according to player, 3 deposits should have been added to her account?

Thank you.

Dear Mirka,

Thank you for bringing our attention to this matter.

Please note that we have sent you an email with the attachment. At this time, we can confirm that only one deposit of 150 EUR was successfully added to the account, while the other two deposits were returned to the player’s original payment method.

When you have a moment, please review its contents and respond at your earliest convenience.

In addition, to ensure full transparency, we are requesting from the player the complete transaction history from October 1st until today. Once the player provides it, we will be able to assist further.

Kind regards,

StoneVegas Casino

Dear player,

Could you please send me your full unedited bank statement to miroslava.d@casino.guru for review?

Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear inesdellapietra,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka