The player from Andorra encountered issues with claiming their winnings of 2,800 euros and 176 euros due to conflicting information about cashback requirements. They asserted that customer support had provided misleading information and ultimately did not receive any funds. The Complaints Team was unable to proceed with further investigation or provide potential solutions due to a lack of response from the player after multiple inquiries and reminders. Consequently, the complaint was closed, but the player retained the option to reopen it in the future.
Rockstar Casino - Player’s winnings are confiscated.
Closed
Our verdict
Player stopped responding
Amount: €2,976
Rockstar Casino
Safety Index:Fresh casinoCase summary
Discussion
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3 months ago
Casino give cashback and then i won 2800 euros and next i Play an other game and i won 176 euros , on thé cashback page they told i have to fill 173 euros to claim m’y win but i get nothing and support lie to me that’s i just can get 26 euros thé amount of m’y cashback but i get 0 anyway
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3 months ago
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.
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3 months ago
Dear Dooklash,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Rockstar Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Could you please share a link of this cashback offer? Alternatively, could you please share the terms and conditions of this offer?
- How long have you been a player at this casino, please?
- Have you made any additional deposits or withdrawals since you received the cashback?
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,
Katarina
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3 months ago
Hello here are the rules of cashback
i Play since one month and yes i made deposit since i received this cashback and before this cashback
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3 months ago
Dear Dooklash,
thank you for your reply.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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3 months ago
Dear Dooklash,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
