Rockstar Casino - A desistência do jogador está sendo excessivamente atrasada.

I requested a withdrawal from Rockstar Casino which has been pending for an excessive and unreasonable period of time.

My account is fully verified (KYC completed). Despite multiple follow-ups and a formal escalation email, the casino has stopped responding entirely.

No clear explanation or processing timeframe has been provided.

I am requesting assistance in obtaining my funds or at least a clear written explanation for the delay.

Screenshots and full documentation are available upon request.

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. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Have you made any successful withdrawals before?
• When exactly did you complete the verification?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your message.

To clarify your questions:

• I have had previous withdrawals successfully processed, including via cryptocurrency.

• However, the current withdrawal has remained pending for an excessive and unreasonable period of time, despite the same method being used.

• My account verification (KYC) was fully completed before this withdrawal request.

• My winnings related to this withdrawal were accumulated without any active bonus. No bonus was active at the time of wagering or withdrawal.

The casino stopped responding prior to this complaint and has not provided any explanation or processing timeframe for the pending withdrawal.

I appreciate your assistance in reviewing this matter.

Kind regards,

The casino has now claimed a breach related to multiple accounts, without providing any specific evidence or explanation, despite having previously processed withdrawals successfully.

Thank you for your reply. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that you created more than one account at this casino?
• If there isn't, could someone from your household or using the same IP address also create an account here?
• Do you currently have access to your account?

Thank you.

Hello Kristina,

Thank you for your questions.

• I personally registered and used one account at this casino.

• I cannot confirm whether any other individual from the same household or network may have created an account independently, as I do not manage or control other people’s actions or registrations.

• Yes, I currently have access to the account from which the pending withdrawal was requested.

My concern is specifically related to the withdrawal requested from this verified account, which has been pending for an excessive period of time despite previous successful withdrawals.

Kind regards,

Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello Kristina,

Thank you for your response.

I have just sent all the relevant correspondence and screenshots between me and the casino to your email address.

Please let me know if you need any additional information from my side.

Kind regards

Hello DanielaNatalia,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear DanielaNatalia,

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, Peter (peter.c@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,

Kristina

Hello,

Thank you, Kristina!

Hello there,

Thank you DanielaNatalia for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Rockstar Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Hello there,

Following a thorough review, we have identified four accounts associated with the same user. As outlined in our Terms and Conditions, maintaining multiple accounts is not permitted.

As a result, we have taken the necessary steps to block the inactive accounts and retain only the oldest and active account, registered under gabriel.tudor@yahoo.com.

We can also confirm that all withdrawal requests submitted from the active account have been processed and paid successfully.

Should you require any further clarification, please let me know.

Best regards,

Rockstar Casino Representative

Thank you for the update Rockstar Casino representative. Would it be possible to provide me with evidence of multiple accounts and the transaction history to verify the payout of the withdrawals? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi, Peter!

All the evidence was sent to your e-mail few minutes ago.

Best regards,

Rockstar Casino Representative

Thank you for providing me with the evidence Rockstar Casino representative.

Dear DanielaNatalia, the casino has provided me with evidence of duplicate accounts. It is an industry standard that each person may only operate one account in their name and fund it solely with their own funds. As your activity constitutes a clear violation of this policy, we consider the steps the casino has taken to be justified, and we will reject your complaint. Thank you for your understanding.

Kind regards,

Peter