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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.

Levantamento de €500 pendente há 1 mês – Conta totalmente verificada

Venho por este meio apresentar reclamação contra o Rockstar Casino (operado por JeuxCraft N.V.), relativamente a um levantamento no valor de €500 solicitado em 25/01/2026.

A minha conta encontra-se totalmente verificada (KYC completo e aprovado). Não existem documentos pendentes, nem me foi solicitado qualquer elemento adicional.

O levantamento permanece com o estado "Pending Approval" "Aguardando aprovação" há 1 mês.

Durante este período:

Contactei o suporte várias vezes

Recebi apenas respostas genéricas

Não foi apresentada qualquer justificação concreta para o atraso

Não foi alegada violação de termos

Não foi indicado prazo real de pagamento

Considero este atraso excessivo e injustificado.

O operador encontra-se licenciado pela Gaming Board of Anjouan (Licença n.º ALSI-202410042-FI2), contudo não obtive assistência eficaz através desse canal.

Solicito a intervenção do Casino Guru para mediar este caso e auxiliar na resolução, de forma a que o levantamento seja aprovado e processado sem mais demora.

Junto:

Print conta verificada

Histórico de comunicações com o suporte

Agradeço desde já a vossa ajuda na resolução desta situação.

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.

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

Good morning,

It was my first withdrawal.

The winnings were without an active bonus.

thank you for your help

Bom dia,

Foi o primeiro saque.

Os ganhos foram sem bónus ativo.

obrigada pela ajuda

Good morning,

Should I grant this request or maintain the initial withdrawal request?

Bom dia,

Devo aceder a este pedido ou manter o pedido de levantamento inicial?

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