Rockstar Casino - Player believes that their withdrawal has been delayed.

Hello. I found this casino on this forum. I read reviews and checked if it was possible to play from Russia. I registered and verified. After my fifth deposit, I withdrew 140 euros. The money still hasn't been withdrawn. Yesterday, a casino representative here on the forum replied that players from Russia are prohibited from playing. But the forum says it's allowed. I'm asking for a refund of not just one deposit, but all five. The operators didn't mention a ban in the chat; just wait for the withdrawal and that's it.

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Dear Senata,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Senata,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello. I still haven't received my payment.

Dear Senata, thank you for your response. 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?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru , or post screenshots here.

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.

Karla

Hello.

There was no withdrawal of funds, that's the first thing.

Verification completed.

The winnings were made without an active bonus.

I played at the casino

I didn't save screenshots of the conversation. The chat just keeps saying, "Please wait, the information has been forwarded to the finance department."

Hello Senata,

Thank you for the information provided. To help us assess the situation accurately, could you please clarify the following:

1. At the time you registered and played, which country of residence was selected and verified in your casino account?
2. Did the casino explicitly inform you in writing (email or chat) that players from Russia are prohibited, or was this information only mentioned later on the forum?
3. Do you currently see the €140 withdrawal marked as pending, approved, or rejected in your account, and on which date was the withdrawal request submitted?

Once we have this clarification, we will be able to proceed further.

Karla

When I registered and played, I indicated Russia. I also passed verification with a Russian passport, and my account was verified.

When I wrote in the forum reviews that I was waiting a long time for the withdrawal, the representative replied that it was prohibited from Russia.

Since 11.01.2026 the withdrawal is pending confirmation

Dear Senata,

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 Č., 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,

Karla Mayfly

Hello there,

Thank you Senata 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!

Hi there!

Sorry for the situation.

You will receive a refund for all your deposits in 24 hours.

Wish you all the best!

Thank you for the update Rockstar Casino representative.

Dear Senata, let us know when you receive the funds and if you require any further assistance. Thank you!

Hello. 24 hours have passed, but there has been no payment.

Hello!

The funds have been added to your account. Please proceed a withdrawal in order to receive the funds on your bank card.

я оформила вывод на крипто кошелек

Dear Senata,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter

We’ve reopened this complaint at the request of Senata. We received the following message:

I haven't received my money yet. I just processed the withdrawal. Why did you close the complaints as resolved?

Dear Senata, I apologize for the confusion, but your previous message was translated for me wrongly and I thought your funds were received. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

The withdrawal has been pending for a day now. Nothing is being withdrawn.

Thanks to the forum administration. I've received my payment.

Dear Senata,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter Cole