The player from Portugal had a €500 withdrawal pending for a month despite having a fully verified account. She contacted support multiple times but received only generic responses with no explanations for the delay. The issue was resolved after the player confirmed satisfaction with the outcome. The complaint was marked as resolved in the system, and the player was encouraged to reach out if future issues arose.
Rockstar Casino - Player's withdrawal is delayed for over a month.
Resolved
Our verdict
Case closed
Amount: €500
Rockstar Casino
Safety Index:Fresh casinoCase summary
Discussion
Public
Public
3 weeks ago
Translation
Withdrawal of €500 pending for 1 month - Account fully verified
I hereby lodge a complaint against Rockstar Casino (operated by JeuxCraft N.V.) regarding a withdrawal of €500 requested on 25/01/2026.
My account is fully verified (KYC complete and approved). There are no outstanding documents, nor have I been asked for any additional information.
The withdrawal has remained in "Pending Approval" status for 1 month.
During this time:
I contacted support several times
I received only generic answers
No concrete justification was given for the delay
No alleged breach of terms
No actual payment deadline was given
I consider this delay to be excessive and unjustified.
The operator is licensed by the Gaming Board of Anjouan (License No. ALSI-202410042-FI2), but I have not received effective assistance through this channel.
I request the intervention of Casino Guru to mediate this case and assist in the resolution, so that the withdrawal is approved and processed without further delay.
Attached:
Verified account printout
History of communications with support
Thank you in advance for your help in resolving this situation.
Automatic translation:
Public
Public
3 weeks 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.
Public
Public
3 weeks ago
Dear 442410,
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.
- Have you made any successful withdrawals before?
- Have you used this payment method in Rockstar Casino before?
- 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
Public
Public
3 weeks ago
TranslationGood morning,
It was my first withdrawal.
The winnings were without an active bonus.
thank you for your help
Automatic translation:
Public
Public
2 weeks ago
TranslationGood morning,
Should I grant this request or maintain the initial withdrawal request?
Automatic translation:
Public
Public
2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear 442410,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
