The player from Italy had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The issue was resolved after the player provided detailed information regarding multiple withdrawal requests that had been cancelled by the casino. Following communication with the casino, the player was informed that the withdrawals would be processed promptly. Ultimately, the player marked the complaint as resolved after receiving the full amount.
Polestar Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €5,500
Polestar Casino
Safety Index:HighCase summary
Discussion
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4 months ago
Translation
Good morning,
On October 24, 2025, I requested a withdrawal of €500, followed by a second withdrawal of €500 on October 25, and a third withdrawal of €500 on October 26.
To date, none of these withdrawals have been processed, and the situation is starting to raise concerns. I decided to file this complaint because I'm familiar with how some of these casinos operate: they often wait weeks before completing payments, creating inconvenience, uncertainty, and a lack of transparency for players.
Furthermore, the total amount I'm expecting from Polestar Casino is €5,500, including other withdrawals I've made previously and haven't received yet.
I therefore ask that the complaint remain open until I have received the full total amount of €5,500 in my account.
I reserve the right to provide additional evidence, such as screenshots of withdrawals, chats with customer service, and request confirmation emails, if necessary to expedite the resolution of the case.
Thank you for your attention and support in managing this situation.
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4 months 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.
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4 months ago
Dear antoniosa709,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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4 months ago
TranslationI've been waiting since Friday the 24th, almost 7 days have passed, and not even a shadow of a payment... yet in the terms and conditions they specify that it takes 3 to 5 working days... you need to intervene and urge the casino to pay
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4 months ago
TranslationHello, today I received an email from them canceling my withdrawal. It seems absurd to me that after 10 days they canceled my withdrawal today, and so I have to make the request again... and wait another few weeks? ... It seems like a scam to me... you need to intervene on this extremely urgent matter.
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3 months ago
TranslationHELLO, STILL NOTHING REGARDING THE WITHDRAWAL REQUEST, I HAVE FORWARDED ABOUT 7 EMAILS WITHOUT ANY KIND OF RESPONSE, I NEED YOUR HELP TO RESOLVE THIS UNPLEASANT SITUATION
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3 months ago
Dear antoniosa709,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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3 months ago
TranslationGood morning,
I would like to report a seriously anomalous situation regarding my withdrawals from my Polestar Casino gaming account.
On October 25, 26, and 27, I made three withdrawal requests for €500 each (total €1,500), which were cancelled by the casino, citing alleged "problems with my bank." This reason is unfounded: my bank never reported any anomalies or blocked my transactions.
Subsequently, I repeated the withdrawal requests on November 3rd, 4th, and 5th. As of today, November 7th, I have only received the first payment of €500, while the remaining withdrawals—which together amount to a total of €8,000—are still being processed.
Considering that the first batch of withdrawals was made over 13 days ago and that the requests are part of a total of €8,000, given the current timeframe, this would mean I could have to wait months to receive the full amount. I consider this behavior unacceptable and clearly an attempt to unjustifiably delay payments.
I therefore urgently request that:
Remaining transactions will be processed and settled without further delay.
I am provided with a clear, detailed, and verifiable explanation regarding the reasons for the delays and the estimated time frame for payment of the remaining balance.
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3 months ago
Dear antoniosa709, thank you very much for providing this explanation. Please allow me to ask you a few questions, so I can understand the whole situation completely.?
- Could you please send us a screenshot of your current account balance?
- Did you use the same payment method for your successful withdrawals as for the ones that were cancelled by the casino?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
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.
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3 months ago
TranslationTHIS IS THE CURRENT BALANCE OF THE GAME ACCOUNT
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3 months ago
TranslationI used the same payment method to deposit
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3 months ago
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THESE ARE THE EMAILS SENT FROM OCTOBER 31ST TO NOVEMBER 6TH WITHOUT ANY RESPONSE...
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3 months ago
TranslationGood morning, I'm writing to report that the withdrawal requested on November 8th has been cancelled for no apparent reason.
I would like to understand the reason for this cancellation, considering that all previous withdrawals have always been successful (the last one received yesterday, November 11th) and regularly credited.
I therefore ask you to provide me with a detailed explanation regarding the cancellation and to proceed immediately with the crediting of the requested amount, as I have been waiting for some time without receiving any updates.
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3 months ago
Dear antoniosa709
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, Lucia (lucia.s@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,
Attila G.
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3 months ago
Hello antoniosa709,
My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. I would like to strongly encourage you not to play your balance any further while the investigation is ongoing.
I would like to request the presence of a representative from the casino in this conversation.
Dear Polestar Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Lucia
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3 months ago
Dear antoniosa709,
Thank you for reaching out to us.
We recognize how crucial swift withdrawals are and understand how frustrating delays can be.
Your withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.
Thank you for your patience and understanding.
Kind Regards,
Polestar Casino Team
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3 months ago
Dear Polestar Casino,
thank you for the update.
We appreciate your assistance and will be waiting for further news regarding the withdrawal processing.
Dear antoniosa709,
in case any developments arise, please let us know.
Thank you in advance.
Respectfully,
Lucia
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3 months ago
TranslationWithdrawals are going faster than expected, I hope the 4k in the account is processed quickly
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3 months ago
Dear antoniosa709,
We will promptly forward the new withdrawal requests to the appropriate department to ensure they are reviewed and processed as quickly as possible.
Thank you for your patience and understanding.
Best Regards,
Polestar Casino Team
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3 months ago
Dear antoniosa709,
we kindly ask that you notify us once the full amount has been received.
Thank you in advance.
Respectfully,
Lucia
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3 months ago
TranslationI'm waiting for two withdrawals in progress,
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear antoniosa709,
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,
Lucia
