KYC and Refund Policies

Updated 24.04.2024

Refund policy

By registering an account and using the Website the Player agree to the Refund Policy of the Company.
A refund request will only be considered if it is requested within the first twenty-four (24) hours of the alleged transaction, or within thirty (30) calendar days if a Player alleges that another individual has accessed his/her Player Account.
No refund can be initiated once the alleged deposit (including the all forms of bonus) has been played using the services provided by the Company.
If you have funded your account with a Credit Card we reserve the right to pay all withdrawal requests up to the total amount deposited as refunds against the purchases you have made. If your withdrawals exceed the total amount deposited, any excess amount will be paid to you via one of our alternative methods available.
Before a refund is processed all bonuses and winnings in your balance will be deducted before calculating the amount to be refunded.
In case any Credit Card purchases are considered to carry an unacceptable risk for security or legal reasons either by our Payment processors or by the Casino, we will initiate refunds for all such transactions back to the Сredit Сard, and notify all the appropriate authorities and parties.
If the client initiates the "deposit refund", in this case, the funds will be returned to the client within 7-14 working days, after the client has requested a refund by e-mail to: [email protected] Monday - Friday 9.00-18.00 (GMT+2), as well as the confirmation of the request from the financial department side.
We reserve the right to withhold any refund or reverse transaction until the identity of the Player Account User is adequately established to our satisfaction. You agree to provide, in case We demand, your Identity Document (Passport, Driving Licence, Identity Card) and any Proof of Address you may provide (Utility Bill, Rental Agreement, etc.), also, Verification of your Payment Method Ownership may be required. If such documentation is not provided within ten (7) days of our request, then such refund or reverse transaction shall not be effected.

KYC Policy

When a user selects to make a withdrawal inside the rockstarwin.com, then it is compulsory for them to perform a full KYC process. During this process, the user will have to input some basic details about themselves and then upload. A valid ID Document (ID, Passport, Driver’s License)
Additional documents may be requested if necessary as follows: a selfie of the customer holding his own ID document; a bank statement/Utility Bill or any other valid proof of residence address. Once uploaded, the user will get an “In Progress” Status and the documents will now be on our side, and the “Verification Team” will review them in the shortest possible delay and email the user about the outcome: Approval; Rejection; More information needed – No Change in Status. When the user is on “In Progress” Status then: they can use the platform normally; they can deposit money into the platform; they cannot make any withdrawals.
Guideline for the KYC Process: Proof of ID; Full Name matches client’s name; Date of birth matches the one entered by the Customer in the Account; Document does not expire in the next 3 months; Owner is over 18 years of age; Proof of Residence; Bank Statement or Utility Bill; Full Name matches the client’s name and is the same as in the proof of ID; Date of Issue: In the last 3 months; Selfie with ID; Date of Issue: In the last 3 months; Holder is the same as in the ID document above; The ID document is the same as in “1”. Make sure the photo/ID number is the same.
The account verification can take up to 72 hours from the receipt of the necessary documents sent by e-mail to: [email protected] Monday - Friday 9.00-18.00 (GMT+2).
When the KYC process is unsuccessful then the reason is documented and a support ticket is created in the system. The ticket number along with an explanation is communicated back to the user.
Once all proper documents are in our possession then the account gets approved.
If a user has not passed full KYC then he remains unable to withdraw winnings until the verification is completed successfully.
Before any withdrawal, there is a detailed algorithmic and manual check on the activity and balance of the user to see if the amount withdrawn is a result of proper activity in the platform.
Under no circumstances may a user transfer funds directly to another user.