Rock N Rolla Casino - A desistência do jogador está atrasada.

Casino: RockNRolla Casino

Username: Welsh200444

Withdrawal amount: $700 USD

Status: Pending Review for over 3 weeks

Deposit method: XRP via Xaman (formerly Xumm)

Last deposit transaction hash: D9695F918B1B64C0E254AFDA4DEAFAEA6ACAE28B13A95069D7A32714EA3F3F66

Deposit wallet: r3Gz7VHD11AZRQkcnJ7v5MEP9ystXM76Nk

Destination tag: 846096

Complaint:

I am requesting assistance in recovering a legitimate withdrawal that has been pending for over three weeks.

I deposited XRP using the wallet address and destination tag provided by the casino. The funds were credited to my account, and I played normally.

On 8 July at approximately 9:00 pm, I requested a withdrawal of $700 USD. Since then, the withdrawal has remained in "Pending Review".

I have:

Sent multiple emails to support.

Received no response.

Received no request for KYC or additional verification.

Attempted to contact the licensing authority but received no reply.

I have previously withdrawn successfully from this casino multiple times during 2024 using the same Xaman wallet, so this is not my first withdrawal.

I am requesting that RockNRolla Casino either process my withdrawal immediately or provide a written explanation for the delay.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Hello,

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.

• Could you let us know how long did your last successful withdrawal took to be processed?
• Have you previously completed the KYC verification at this casino?
• Have you accumulated your winnings with or without an active bonus?

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

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for your response.

Please find my answers below:

My previous successful withdrawals from RockNRolla Casino were made during 2024 and were processed successfully to the same Xaman (formerly Xumm) XRP wallet that I am using now. From memory, the withdrawals were normally processed within 24 hours, or at least significantly faster than my current withdrawal.

No, I have never completed KYC verification at this casino. I have not been asked to provide any identification or verification documents in relation to this withdrawal or any previous withdrawals.

My winnings were accumulated without using an active bonus. The funds were obtained through normal gameplay using my deposited balance.

My withdrawal of $700 has now been pending for over three weeks with the status "Pending Review". During this time I have sent multiple emails to the casino but have received no response or explanation.

I would appreciate any assistance you can provide in helping to resolve this matter.

Kind regards,

[Redacted]

I have also obtained a Curaçao Commercial Register extract which appears to show that Rok N Rolla Systems N.V. was discontinued on 9 June 2025. As the casino has not responded to me for over three weeks, I would appreciate it if you could clarify which legal entity is currently responsible for my withdrawal and whether the operator remains properly licensed to process player funds.

Hello Welsh200444,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Welsh200444,

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, Munya (munya.s@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,

Attila

Dear Welsh200444

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Rock N Rolla Casino to join this discussion and provide their comments regarding the matter.

Dear Rock N Rolla Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Welsh200444

I have tried to contact the casino repeatedly but have not succeeded. I am afraid there is little that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may encourage the casino to change its approach. If the casino decides to respond, we will reopen the complaint and notify you by email. In the meantime, I recommend you contact an alternative dispute resolution service (https://anjouangaming.com/resources/authorized-adr-providers/) and submit a complaint to them. These services are approved by the Gaming Authority and have better options and tools to assist players. I am sorry I could not be of more help on this occasion.

Regards,

Munya