The player from Germany submitted a withdrawal request for €500 on June 17, 2025, but it remained unprocessed, despite him having a balance of €3,000. He received generic responses from support about delays, which he found unusual based on his experience in online gaming. After communicating with the Complaints Team, his withdrawals were confirmed and scheduled by the casino's Finance Department, leading the player to mark the complaint as resolved.
StoneVegas Casino - Player’s withdrawal request is delayed.
Amount: €2,450
StoneVegas Casino
Safety Index:Below averageSafety Index
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6.4
StoneVegas Casino has a Safety Index of 6.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 hours ago
Public
Public
3 days ago
Translation
Dear Casino Guru Team, unfortunately, I must submit a complaint here. I deposited at this casino on June 17, 2025, and played normally without a bonus. Afterward, I reached a balance of €3,000. On June 17, 2025, I submitted a withdrawal request for €500. This has not been processed to date, and I have not received any notification or other message from the operator. When I inquire, support always responds with the same answer: "There are apparently some delays regarding withdrawals at the moment." I have never encountered anything like this in my several years of online casino gaming. I hope for a speedy resolution and payout of my €2,450 winnings.
Thank you
Automatic translation:
Public
Complaint Specialist
Public
3 days ago
Dear NonplusUltraZ1337,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
What types of games did you play?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Please note that www.kpvfaw.com will never request payments or ask for access to your accounts. If anyone claims to be a www.kpvfaw.com representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
Public
Public
3 days ago
Translation
Hello, thanks for the quick reply.
No, this is my first withdrawal attempt. No KYC documents have been requested yet, no emails have been received, nothing. A total of three withdrawals are pending (€500, €500, €200). I've played slots and live casino. I'm already afraid that when the time comes, there will be a terribly difficult KYC process...
Many thanks and kind regards
Automatic translation:
Public
Public
2 days ago
Translation
Quick update: the first €1,000 has arrived. I hope things continue to move along quickly.
Edited
Automatic translation:
Public
Casino representative
Public
2 days ago
Dear NonplusUltraZ1337,
We are pleased to confirm that your withdrawals have been scheduled by our Finance Department.
We aim to process your withdrawals as soon as possible.
Thank you,
Stonevegas Team
Public
Complaint Specialist
Public
11 hours ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear NonplusUltraZ1337,
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/www.kpvfaw.com. 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,
Veronika
