My name is Ghiur ******, and I am a verified user of Rockstar.casino.

On May 14, 2025, I requested a withdrawal of €8,500. I have completed full KYC verification and did not use any bonus funds. The casino's live chat support confirmed in writing that I would receive the full amount on May 19 if there were no issues with the account.

Now the payment is marked as "refused" without any reason, even though I complied with all terms. I attach the screenshot of their promise.

I kindly ask for Casino Guru’s help to receive the funds I rightfully won.

Dear Luminita,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.

Please allow me to ask you a few questions, so I can better understand the situation.

• Have you withdrawn winnings from the casino previously?
• Have you been advised why you can’t withdraw your winnings or why your payout requests were denied?
• Is it an internal casino system issue, or is it related to your account only?
• Were you able to request new withdrawals of your winnings?

Looking forward to hearing from you.

Best regards,

Tomas

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YesHello, Yes, I was able to withdraw from the casino before I won this amount, they told me that the transactions on my account were being investigated and at the end of the day they refused my payment without explaining why they refused, yes, now I was able to make a withdrawal and it is pending

Hello again I don't know what I should do to receive my winnings, the casino is still late in giving me my withdrawal for no reason, I am delayed every time I talk to the service agent, please help me receive my payment 

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Hello again, regarding my complaint, I want to add, new news. Every day I contact the casino, they give me the same answer (YOUR WITHDRAWALS ARE VERIFIED) I do not receive any explanation why I do not receive the withdrawals, they are 8500 euros, I sincerely ask you to help me recover my winnings. I hope you will help me, I am waiting for an answer. Thank you

Thank you very much, Luminita, for providing the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Luminita,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Rockstar Casino representative to join this conversation.

Dear Rockstar Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Luminita,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority through the validator on the casino's website, and submit a complaint to them. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka Dubasova