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Rhysttt

Rhysttt

Active member
Inquiry Regarding a Transaction Issue with a Casino Advertised on Casino Grounds

Dear Casino Grounds Team,
I am writing to request assistance regarding a recent negative experience with a casino that is advertised on your website. Over the past weekend, I registered and attempted to deposit funds at this establishment, an action I now regret.

I initiated a deposit of $23, which was advertised with a 100% match bonus. The process of making a Visa card deposit involved navigating through multiple website links. Ultimately, the transaction failed to complete, the system froze, and I was redirected to my account where the funds were not credited. However, I can confirm that the $23 has been debited from my bank account and has not been reversed.

Upon contacting the casino's customer service, I was informed that the funds would be reversed. This has not occurred. Subsequently, they have cited third-party payment providers as a reason for the delay. Regardless of their payment processing infrastructure, the transaction was initiated and processed through the casino's website, and the funds were successfully withdrawn from my account.

While the monetary value is relatively small, my concern lies with the principle of the matter and the seemingly unreliable nature of their payment processing and tracking capabilities for transactions initiated on their own platform.

I would greatly appreciate any assistance you can provide in resolving this issue.

Thank you for your time and consideration.

Sincerely,
Rhys Tau
 

 
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Rhysttt said:
Inquiry Regarding a Transaction Issue with a Casino Advertised on Casino Grounds

Dear Casino Grounds Team,
I am writing to request assistance regarding a recent negative experience with a casino that is advertised on your website. Over the past weekend, I registered and attempted to deposit funds at this establishment, an action I now regret.

I initiated a deposit of $23, which was advertised with a 100% match bonus. The process of making a Visa card deposit involved navigating through multiple website links. Ultimately, the transaction failed to complete, the system froze, and I was redirected to my account where the funds were not credited. However, I can confirm that the $23 has been debited from my bank account and has not been reversed.

Upon contacting the casino's customer service, I was informed that the funds would be reversed. This has not occurred. Subsequently, they have cited third-party payment providers as a reason for the delay. Regardless of their payment processing infrastructure, the transaction was initiated and processed through the casino's website, and the funds were successfully withdrawn from my account.

While the monetary value is relatively small, my concern lies with the principle of the matter and the seemingly unreliable nature of their payment processing and tracking capabilities for transactions initiated on their own platform.

I would greatly appreciate any assistance you can provide in resolving this issue.

Thank you for your time and consideration.

Sincerely,
Rhys Tau
 
Click to expand...
It can take Up to 10 days that you get the Money Back into your Account. Has nothing to do with the casino, happened to me on several Casinos. Usually I got the Money Back in Like 5 days.

 
Rhysttt said:
Inquiry Regarding a Transaction Issue with a Casino Advertised on Casino Grounds

Dear Casino Grounds Team,
I am writing to request assistance regarding a recent negative experience with a casino that is advertised on your website. Over the past weekend, I registered and attempted to deposit funds at this establishment, an action I now regret.

I initiated a deposit of $23, which was advertised with a 100% match bonus. The process of making a Visa card deposit involved navigating through multiple website links. Ultimately, the transaction failed to complete, the system froze, and I was redirected to my account where the funds were not credited. However, I can confirm that the $23 has been debited from my bank account and has not been reversed.

Upon contacting the casino's customer service, I was informed that the funds would be reversed. This has not occurred. Subsequently, they have cited third-party payment providers as a reason for the delay. Regardless of their payment processing infrastructure, the transaction was initiated and processed through the casino's website, and the funds were successfully withdrawn from my account.

While the monetary value is relatively small, my concern lies with the principle of the matter and the seemingly unreliable nature of their payment processing and tracking capabilities for transactions initiated on their own platform.

I would greatly appreciate any assistance you can provide in resolving this issue.

Thank you for your time and consideration.

Sincerely,
Rhys Tau
 
Click to expand...
Hey @Rhysttt what @Fyfaaaaan said is pretty accurate, however we pinged the partner to see if there's something that can be done to speed it up. 

 
@Rhysttt
Hi, thanks for sharing the details.
I represent StoneVegas, and I’d like to help you with this issue.
Please send me a direct message (DM) here on the forum so I can look into it and assist you further.

Looking forward to resolving this quickly!

 
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Fyfaaaaan said:
It can take Up to 10 days that you get the Money Back into your Account. Has nothing to do with the casino, happened to me on several Casinos. Usually I got the Money Back in Like 5 days.
Click to expand...
Thank you for your message.

Notwithstanding the decision to utilize a third-party payment service, the immediate debiting of funds upon transaction necessitates an equally prompt processing of any subsequent refunds. Given the instantaneous nature of the initial transaction, I expect the refund to be initiated without delay.

They have already confirmed there is no PAY ID, linked to my casino account, so it is concerning they cannot even track that the transaction failed.

Furthermore, I must express my  dissatisfaction with the support service provided. The information initially provided by the representatives was incorrect, specifically regarding the timeframe for the funds to be returned.

This experience has been far from satisfactory for a first-time user the your casino.

 
Hi @Skylined87 no response from the casino. They don't even answer my messages anymore which is concerning and the contact person on this forum has not responded as well. Are you able to help please. Should be a simple issue to resolve. The way they are dealing with this is suspicious and slightly dodgy. 

Cheers

 
Hello dear Rhysttt,

this issue is currently being reviewed, we’ll update you as soon as we have an answer

 
Rhysttt said:
Hi @Skylined87 no response from the casino. They don't even answer my messages anymore which is concerning and the contact person on this forum has not responded as well. Are you able to help please. Should be a simple issue to resolve. The way they are dealing with this is suspicious and slightly dodgy. 

Cheers
Click to expand...
Kindly note it's been easter holidays Fri/Mon and weekend in between as well. You can see rep has responded now. Hopefully all gets sorted soon!

 
Still no resolution. What has been happening is, as soon as I complain about them not responding, they jump on and private message me and request information I have already provided. 

Can someone get this sorted please. Why is it, when we play with casinos these days, they cannot be trusted? We deposit our money instantly, yet when it comes to deposits / withdrawals issues, it's always a big deal. No one knows what they are doing. I am getting sick and tired of it. I have every right to be angry and frustrated. Casino grounds also advertises this casino, so I would really appreciate it someone could advocate on my behalf to sort this out. Holidays or not, it should be sorted by now.

Thanks.

Rhys

 
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I have now had to make a complaint with the gaming license authority 

Not particularly good publicity for this casino. Can't handle simple, straight forward complaints. 

Screenshot_2025-04-27-18-43-42-32_45e686c594768066ad9911d54d96f72b.jpg

 
Dear Rhysttt,

Thank you for reaching out!

Rest assured that the resolution of your complaint, as well as the general customer satisfaction are our top priority.

In order for us to assist on the matter, we kindly ask you to reach out to our customer support email support@stonevegas.com.

Thank you for your understanding!

Best regards,

StoneVegas support team.

 
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@Skylined87 see what I mean. They have emails from me since the date I sent it. They don't reply to my emails. I have contacted there chat 100s of times, to only receive this same automated response.

It's such a simple request. Can you guys please help?

Is it just AI that responds, it's so frustrating. The have stolen money, which is now a principal and not returned it. I have provided them screenshots, dates, times. Proof their third party provider took payment without it loading to my account. This is just ridiculous now.

Lika has also done nothing. Not even been active in the forum since the 23/04

 
Hello. 

Chiming in here to let you know that we're aware of it. I also know the casino rep will be getting in touch with you here, via the forum (not Lika). 

Once Skylined is back from travel (today/tomorrow), there will be an update. 

 
Rhysttt said:
@Skylined87 see what I mean. They have emails from me since the date I sent it. They don't reply to my emails. I have contacted there chat 100s of times, to only receive this same automated response.

It's such a simple request. Can you guys please help?

Is it just AI that responds, it's so frustrating. The have stolen money, which is now a principal and not returned it. I have provided them screenshots, dates, times. Proof their third party provider took payment without it loading to my account. This is just ridiculous now.

Lika has also done nothing. Not even been active in the forum since the 23/04
Click to expand...
Dear Rhysttt,

Thank you for staying in touch! We’re continuing to investigate your situation. First of all, we’d like to note that our team has reviewed your deposit history and can confirm two successful transactions, along with one failed attempt due to insufficient funds on your end.

To assist us in investigating further, could you please confirm whether you attempted to make three deposits in total? If funds were debited for the unsuccessful attempt, we kindly ask you to provide proof of payment, such as a bank statement or a screenshot showing the deduction, for all three transactions. You can share this information with us 24/7 via Live Chat or by emailing support@stonevegas.com.

Please let us know once the screenshots have been sent. We will remain in contact with you until the matter is fully resolved.

Best regards,
Stonevegas Casino

 
Dear Rhysttt,

We kindly ask you to confirm whether the funds have been successfully returned to your account. Please let us know so we can ensure everything is in order.

If you have any questions or need further assistance, feel free to reach out. Just a reminder - we’re available 24/7 via Live Chat or by email at support@stonevegas.com.

Best regards,
Stonevegas Casino

 
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I'm over sending you emails and screenshots and explaining myself. Safe to say I am never going to use your platform again and make this be known to anyone reading this.

You are theives 

You don't respond to emails or send automated AI responses.

Just close my account and be gone with. Don't use this casino anyone.

 
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