Rockstar Casino - Player's withdrawal has been delayed.

On January 9th, I won €560+ at this casino. I didn't use any bonuses or free spins. It was pure cash play. I tried to make a withdrawal request, but the system kept rejecting me. Contacting customer support didn't help; they recommended clearing my cookies :))

On January 11th, I saw that my account wasn't verified and immediately passed the document check. Suddenly, I was able to withdraw €450. The request was made on January 11th, and as of today, February 19th, the payment has been cleared – nothing.

I contacted customer support three times, and they promised a quick payout. I just have to wait a little while... It's useless; they don't pay.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a current screenshot of your withdrawal history?
• Are you currently able to see your withdrawal request from 11 January in your transaction history?
• What types of games did you play at this casino to accumulate your winnings?
• Have you made any successful withdrawals from this casino in the past?
• When was the last time you communicated with the casino’s customer support regarding the delay in processing your withdrawal request?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hello, Veronika!

It's strange that the screenshots I attached to my complaint didn't attach. I'll try again now.

Regarding the questions:

2. Yes, I see my request from January 11th, I have access, but nothing has changed for 40 days... I'm attaching a screenshot.

3. I played the Pragmatic Play slot - The Dog House - Mutley Crew

4. Yes, in mid-2025, I successfully withdrew 300 euros. After that, there were numerous deposits and no withdrawals.

5. I wrote to them for the last time on January 21st, and they again promised a quick withdrawal. If people promise to make payments within 2-5 business days but don't, why should I engage in dialogue with scammers?

Dear Stilet

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,

Veronika

Hello there,

Thank you Stilet 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!

Dear CasinoGuru and Stilet,

We would like to inform you that the withdrawal request has now been approved and successfully processed. We appreciate your patience while this matter was being reviewed and resolved.

As the issue has been addressed, we kindly ask that the complaint be closed at your convenience.

Respectfully, 

Rockstar Casino Representative

Thank you very much for the update Rockstar Casino representative, however, we do not close the complaint unless we get a confirmation from the player.

Dear Stilet, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Greetings!

I confirm that I received my full payout today.

It took the casino 54 days to withdraw my winnings...

I don't know about others, but I definitely won't be playing here. Good luck to everyone!

Dear Stilet,

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