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Dear Casino Guru Team,

I am filing a complaint against Stonevegas Casino regarding the unacceptable breach of my account ban and the lack of player protection.

On July 24, 2025, I contacted the casino with clear instructions: to permanently close my account, with no possibility of reopening it in the future. The casino confirmed its acceptance of this request.

Unfortunately, after some time, the casino, on its own initiative and without any initiative on my part, reactivated my account. Furthermore, it began sending me aggressive marketing and bonus offers intended to entice me back into the game. As someone who had been struggling with gambling addiction for several years, I was directly exposed to harmful mechanisms from which the casino was obligated to protect me based on my prior instructions.

Why am I requesting a refund of deposits made before account closure as compensation?

Because the casino didn't honor my request for a lifetime ban, I could have succumbed to temptation and suffered financial losses. Since the account was unblocked without my knowledge or consent, I believe the operator is fully responsible for any financial losses.

My demands:

Full refund of deposits made before the closure of the player's account (PLN 1,448) as compensation for the operator's gross negligence in fulfilling its obligations.

Permanent and irreversible account closure (Permanent Ban).

Stop processing my data for marketing purposes.

I am attaching proof of my request to close the account "without the possibility of opening it" and examples of bonuses sent after illegally unblocking access.

Kind regards

Szanowny Zespole Casino Guru,

Składam skargę na kasyno Stonevegas w związku z niedopuszczalnym złamaniem nałożonej przeze mnie blokady konta oraz brakiem ochrony gracza.

W dniu 24.07.2025 roku zwróciłam się do kasyna z jednoznaczną instrukcją: zamknięcie mojego konta na stałe, bez żadnej możliwości jego ponownego otwarcia w przyszłości. Kasyno potwierdziło przyjęcie tego zlecenia.

Niestety, po pewnym czasie kasyno samodzielnie i bez żadnej inicjatywy z mojej strony, reaktywowało moje konto. Co więcej, zaczęło wysyłać do mnie agresywne oferty marketingowe i bonusowe, które miały na celu skłonienie mnie do powrotu do gry. Jako osoba od kilku lat zmagająca się z uzależnieniem od hazardu, zostałam wystawiona na bezpośrednie działanie szkodliwych mechanizmów, przed którymi kasyno miało obowiązek mnie chronić na mocy mojej wcześniejszej dyspozycji.

Dlaczego żądam zwrotu depozytów dokonanych przed zamknięciem konta w ramach rekompensaty.

W związku z tym, że kasyno nie uszanowało mojej prośby o dożywotnią blokadę mogłam ulec pokusie i ponieść starty finansowe. Ponieważ konto zostało odblokowane bez mojej wiedzy i zgody, uważam, że operator ponosi pełną odpowiedzialność za ewentualne straty finansowe

Moje żądania:

Pełen zwrot depozytów dokonanych przed zamknięciem konta gracza (1448 zł )w ramach rekompensaty za rażące zaniedbanie obowiązków operatora.

Trwałe i nieodwracalne zamknięcie konta (Permanent Ban).

Zaprzestanie przetwarzania moich danych w celach marketingowych.

W załączniku przesyłam dowód mojej prośby o zamknięcie konta "bez możliwości otwarcia" oraz przykłady bonusów wysyłanych po nielegalnym odblokowaniu dostępu.

Z poważaniem

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Klaudek22,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation regarding the reopening of your account and the marketing communication you received after requesting a permanent closure.

Cases involving self-exclusion and permanent account closure are taken very seriously, so I would like to clarify a few important details before we proceed:

1. On July 24, 2025, did you explicitly mention gambling addiction or loss of control when requesting the permanent closure?
2. Do you have written confirmation from the casino clearly stating that your account was permanently closed without the possibility of reopening?
3. On what date was your account reactivated, and did you receive any notification about this reactivation?

Please upload all relevant evidence, including:

• Your original closure request
• The casino’s confirmation of permanent closure
• Any emails or bonus offers received after the account was supposedly closed
• Communication regarding reactivation

You may share the documents directly here in the complaint thread or forward them to [email protected], and we will attach them to your case.

It is crucial for us to carefully review the exact wording of your original request and the casino’s response, as well as establish whether the account was reopened without your action and whether any gambling activity occurred afterward. Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela