Polestar Casino - Player claims that payment has been delayed.

Hello, the casino does not accept withdrawals.

What do you think about the fact that the casino doesn't have responsible gambling tools? If you want to close your account you will lose all your winnings and your money will be voided.

I have 1500e in my casino account + 500e pending withdrawal (which they are deliberately delaying) daily withdrawal limit is 500e

You can't protect your money because otherwise if you want to protect yourself and your money you will lose all the money.

What do you think?

Catlyn (Customer Support):

I'm really sorry, we have withdrawal limits based on the account level. At the moment, I don't see that account verification would be necessary.

We (blue):

How can I then protect my money?

So that I don't gamble my winnings since I can't withdraw them.

It's strange that you can deposit up to €1000 per day but only withdraw €500.

Catlyn:

Unfortunately, we cannot add any restrictions to your account, and based on your current level you can request a withdrawal of €400 every 24 hours.

We:

If I close my account, how will I get my money?

Catlyn:

I understand this can be frustrating, but these are our rules. If you decide to close your account, all funds on it will be voided.

We:

What on earth are you talking about?

Catlyn:

These are our procedures, and I'm truly sorry for any inconvenience this may have caused!

tell me what else I have to do to protect my money? I ask that you contact the casino as soon as possible to help me protect my money. Please contact them asap!!

I didn't play with a bonus.

Important notice:

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Stay safe.

Dear Hubbabbubba,

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

Excuse me for responding to my second concern.

Dear Hubbabbubba, I am very sorry about your negative experience. Could you please share your communication with the casino? Send emails to my mail at attila.g@casino.guru, or post screenshots here. Thank you very much in advance for your reply.

Sent!

He sulkevat chat, toinenkin chat suljettiin.

Me:

Hi, when will my withdrawal be approved? I want to close my gaming account afterwards because I can’t control my gambling.

Neela:

I’ll gladly check that for you, if you could please wait a moment.

Neela (follow-up message):

Thank you for your patience, I’m happy to confirm that your withdrawal request is in the queue for processing by our finance department.

We aim to process withdrawal requests within three business days from the date of submission or the following day.

Neela:

Thank you for your patience, I’m happy to confirm that your withdrawal request is in the queue for processing by our finance department.

We aim to process withdrawal requests within three business days from the date of submission, the next day, or the date of the most recent processed withdrawal request.

Please note that this timeframe does not include weekends and public holidays. The status of your withdrawal request will be updated in your transaction history once it has been processed.

Also, please remember that if you decide to cancel an ongoing withdrawal request, the withdrawal process will restart.

Can I help you with anything else?

Me:

Yes, if a player closes their account due to gambling addiction, will they receive the remaining funds that are still in their gaming account?

UUSI CHAT

Me: I asked customer service just now if a player closes their gaming account due to gambling addiction, will they receive their remaining balance and funds.

But the chat was closed.

Erik:

Thank you for your question!

Unfortunately, when an account is closed, the balance on the account is voided upon closure.

I recommend waiting until your withdrawal has arrived in your bank account before giving final confirmation to close your account.

So, after your first message, you will be asked to confirm that you understand your account balance will be voided. That means if you wait until your funds have arrived first, you can then request the account to be closed.

Me: However, a normal account closure and an account closure due to a gambling problem are two different things.

kerro minulle mitä minulle jää tehtäväksi?

Dear Hubbabbubba

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, Michal (michal.k@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.

Hello Hubbabbubba,

I'm Michal, and I have taken over your complaint. Upon reviewing it, I find it somewhat unusual. While the casino team is entirely within their rights to process your withdrawal according to their withdrawal policy, which unfortunately does take some time, the statement made by the live chat operator regarding the closure of your account due to difficulties in managing your gambling, leading to the voiding of your balance, does not quite align with fair principles when discussing real money winnings. Naturally, any bonus funds will be voided upon account closure, as they are not eligible for withdrawal, but the real money winnings should be disbursed to you as long as they have been won fairly.

Furthermore, I empathise with your concern about potentially losing your funds if your frustration with the waiting period becomes overwhelming. I recommend that you send an email to the casino's official email address (to all email addresses listed on the casino's website, just to be safe) requesting a temporary block or freeze of your account.

It could be something like this:

"I respectfully ask for my account to be temporarily blocked or frozen until my withdrawal has been completely processed. Please understand that this request is not associated with any gambling or self-exclusion issues. My intention is merely to prevent a scenario where frustration regarding the withdrawal processing time could prompt me to play and possibly forfeit my winnings."

The casino team should act accordingly.

I’ll reach out to the casino team to better understand the circumstances and see if there’s any room for clarification or resolution.

We would like to invite Polestar Casino to join the conversation.

Dear Polestar Casino,

I would appreciate it if you could clarify when the player's withdrawal will be processed, as it appears that a couple of weeks have elapsed since their request. Furthermore, could you please address the player concerns regarding the protection of their winnings?

If there are any relevant details concerning this matter that cannot be shared publicly, I kindly request that you reach out to me directly at michal.k@casino.guru.

Thanks

Dear Hubbabbubba,

Thank you for reaching out and bringing this issue to our attention.

I want to let you know that we are aware of the problem and your request has already been escalated internally to the appropriate team for further review.

We understand how important this is to you and appreciate your patience while we work to resolve it.

Our team is actively investigating, and we’ll provide you with an update and resolution as soon as possible.

Thank you for your patience and understanding.

Kind Regards,

Polestar Casino Team

First of all, a big thank you to casino gurus Radka and Michal who immediately took my concerns seriously and started helping. If I hadn't received help from you, I would have already gambled away all my money.

Polestar casino first time I approached you in chat

5.11 when I had 2500e in my gaming account asking about closing the gaming account, I asked how I can protect my money I am vulnerable. You announced I will lose all my money.

On 6.11 I approached you again with a game account lock and asked for tools to protect me, I got the same answer, no matter how much we would like to make an exception, we cannot close your account without you losing all your money.

On 7.11 I approached you again in chat and got the same response.

On 9.11 I approached again and got the same answer as always, then suddenly you close my account by decision of the administration. Why were you only able to close the account on 9.11 and not on 5.11 when I first asked for your help with my problem, you kept saying we can't (even though the customer service even talked to the responsible team and informed me that the team also said we can't unfortunately) I suspect that you saw this complaint and only took action. I managed to play after 5.11 -500e if you had taken action already on 5.11 I wouldn't have lost 500e I think this is unreasonable and you need to fix this situation.

My gaming account had 2500e from the start when I brought up my concerns and problems, asked for tools. I asked for the account to be closed.

I have all the screenshots saved.

I appreciate your cooperation and hope we can reach a solution.

Michal, I'll tell you everything about how the whole situation has gone when I get information from the relevant department, as well as about my money.

Radka has advised me well and I am now waiting for the team's response, after which we can discuss further.

I just want to let you know that I didn't play with bonus money.

Polestar casino I hope we can resolve the situation quickly, this has really tested my mental health.

Dear Polestar Casino Team,

Thank you for your reply. I'm pleased to hear that the player's account was able to be temporarily closed as a precautionary measure. However, I still find it a bit unclear why this couldn't have been done sooner, as the player had suggested. I do recognise that the support team likely receives numerous similar requests daily, quite often from players who may not genuinely require protection but instead use this "tactic" in hopes of maybe securing some extra bonuses. It's crucial that each situation is given the proper attention it deserves.

Regardless, I have faith that we can work together to achieve a positive resolution to this case.

Dear Hubbabbubba,

I believe the current (hopefully temporary) closure of your account is ultimately a positive step, as it helps protect you from any further unnecessary play. This is basically what you wanted until you receive all your winnings.

While I don’t have all the details from the casino’s side, I can share from experience that support teams often receive similar requests from players on a daily basis. In a lot of instances, these requests come from individuals who may not genuinely require protection but rather employ this "tactic" in hopes of obtaining some extra bonuses. As a result, support agents may not always respond in the most appropriate or understanding way, which can unfortunately lead to misunderstandings.

I want to emphasise that I’m not suggesting this was the case here, but I do understand how frustrating it can be when your concerns aren’t addressed as thoughtfully as you’d expect.

That said, I’m confident that, by working together with the casino team, we’ll be able to guide your case toward a fair and satisfactory resolution

Dear Hubbabbubba,Thank you for your patience.Your recent request was not entirely clear. Please note that, as per our Terms and Conditions, if you request account closure, any remaining balance will be voided.We’ve also noticed that such requests are sometimes used as a way to bypass the daily withdrawal limit.However we would like to proceed with a Manual request for the withdrawal of your active balance before closure of 2000 EUR.To proceed with the Withdrawal, kindly provide us with the details of your bank account in the following format:

Name

E-mail

IBAN

BIC

Bank address

Bank name

Country

We contacted you privately in your email requesting the same details, you don't have to share your personal info here.We hope this clarifies the matter, and that this experience will enable us to act more promptly in the future.Kind Regards,

Polestar Casino Team

Thank you Michal for your help, I really appreciate it. And I believe the same.

Polestar:

Hi, I have never asked you for bonuses, I have never asked you for anything other than to help me so that I don't lose money, I am a vulnerable customer. I never asked to pay my withdrawal now and immediately, I wanted protection so that I don't lose my money. How can you bypass the daily withdrawal limit with such a request when you can't make a withdrawal request when the system doesn't let you do more than 500e a day. You accept withdrawals so I think this reason is ridiculous. I filed a complaint here immediately on 5.11, I also talked to radka immediately on 5.11, I acted according to his instructions, I have several chat proofs where I literally scream for help, that close my account so that I don't lose my money, help me block it so that I can't play my money. I NEVER said pay all my money or I will close my account. I NEVER asked for a bonus in the chat. In fact, you acted so irresponsibly that on 6.11 (even though the day before on 5.11 I asked for help in the chat) you called me on my personal phone number offering a VIP agent and bonuses, did I use the bonus he offered? No, this is not about bonuses, this is not about bypassing the daily withdrawal limit. This is about protecting the player.

At no point, even in this conversation or in the conversation with you, have I told you that you should IMMEDIATELY and NOW pay all the money in my game account, I understand the daily withdrawal limits and that they are followed, I have simply asked for help and tools with which I can protect my winnings before they are paid to me because closing the account was not possible because you stated that you would void the entire balance if I close the account.

This whole case is not about winning. I deposited over 1600e chasing my losses. The fact that I managed to get 2500e which I believe is legally mine is because you failed to protect me.

I can share every screenshot from 5.11 onwards if necessary, but polestar casino because of you my balance is now 2000e and not 2500e so I feel I am entitled to you refunding me the 500e that I managed to play because you didn't want to close me even though I am a problem gambler and I informed you about it several times. Tell me if you are ready to refund me the money that happened because of your mistake.

You only closed my account on November 9th, even though you could have done it on November 5th when I first asked, this wouldn't have happened either -500e damage.

Radka also gave me advice to be careful now that you informed me I will get my money so I am ready to tell you how things really went. I can also Michal share all the screenshots, however I want to believe that Polestar casino admits its mistake and is willing to make amends, I think I am entitled to that.

Michal what do you think? I think I am entitled to 2500e because now I have 2000e left in my account because I lost 500e because they didn't want to close the account without me losing my money. I also asked about tools how can I protect my money I am vulnerable they always replied they don't have such tools.

Polestar casino you asked for my account details but you haven't paid

Dear Hubbabbubba,

I understand why you feel you should be entitled to the €500 you lost. From a personal and emotional standpoint, your assumption is entirely understandable. I also agree that, had the casino team responded more proactively, there is a strong chance this situation could have been avoided.

At the same time, I gently want to highlight that the decision to continue playing—although very likely influenced by the urge to gamble and not by fully rational thinking—was ultimately made by you. As you know, gambling always carries the possibility of both winning more and losing money. While the casino team certainly could have acted more responsibly, a significant part of the responsibility still lies with the player, as it does in similar cases.

I have also reviewed the evidence (screenshots) you provided once again. In your live chat conversation, your primary concern appears to be the potential loss of your remaining funds when requesting account closure. Based on the screenshots you shared, there is no indication that you expressed a wish to temporarily close your account due to gambling-related difficulties.

In your chat with the operator Erik, you wrote, "I just asked a customer service representative if a player closes their account due to gambling addiction, will they get their remaining balance and funds back?. But the chat was closed."

You did not state that you were experiencing gambling problems or struggling to control your urges, nor did you indicate that you wished to temporarily close your account for this reason.

If you did communicate this, please share the complete live-chat or email exchange with the casino team by sending it to me at michal.k@casino.guru so I can review it fully.

Without a clear message from you expressing concerns about gambling issues, it is difficult to expect the casino team to take the appropriate steps. It is also important to keep in mind that such requests should ideally be sent by email to the dedicated support addresses, because live-chat agents are often not fully trained or authorized to handle sensitive responsible-gaming matters. Live-chat usually serves as a first point of contact for general assistance regarding bonuses, games, deposits, etc. While many casinos today do provide guidance and support for responsible gambling through live-chat—which is a positive trend we like to see—it is unfortunately not yet a consistent industry standard.

I have also reviewed the casino’s responsible-gaming policy, and indeed, they do not list any responsible-gaming tools. While we strongly advocate for these tools to be available in all casinos, they are still not universally offered, particularly by offshore operators. If this is important to you—as it should be—it should be in your best interest to verify the availability of such features before choosing to play at a given casino.

As per the voidance of the funds when closing an account rule, this can be found in the casino's terms and conditions section 3 Your account.

3.7 Closure of your account: You may request the closure of your account at any time by sending an email to customer support at support@polestarcasino.com, subject to the following conditions:

You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests.

In case you want to close your account with a positive balance or/and pending withdrawal requests, all the funds on your account will be voided.

3.8 Self-exclusion request: you can contact the customer service via e-mail: support@polestarcasino.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

It's important to remember that you agreed to these rules when you opened your casino account. Anyway, from our point of view, this rule doesn't necessarily need to apply in cases where the gaming issues or responsible gaming issues should be taken into consideration.

I understand this might not be the response you have hoped for, but I want to be transparent with you and keep your expectations realistic.

With all that has been mentioned, I sincerely hope the casino team can manage this situation in a way that satisfies everyone involved, and that you will receive the winnings you rightfully deserve.

Thanks Michal, I will get back to you by email.

however polestar casino asked for my account details but they won't pay my winnings. I don't understand what's going on. They ignore emails. Can you catch them?

I already provided them with all my bank account information.

Dear Hubbabbubba,

Thank you for your cooperation.

Kindly note that from the €2,000 in your balance, €1,000 had already been requested for withdrawal by you before the closure, and the remaining €1,000 was in your active balance.

The €1,000 withdrawal you requested before your account was closed has been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Your bank details have also been provided to the relevant department for processing the remaining €1,000.

We appreciate your patience and understanding.

Best Wishes,

Polestar Casino Team

Dear Polestar Casino Team,

Thank you for the clarification.

Dear Hubbabbubba,

It looks like everything is on track for now, and you should be receiving all of your rightful winnings shortly, though please remember to account for standard processing times. Once the funds have fully arrived in your account, please confirm this for my records so I can officially close the case.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Hubbabbubba,

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,

Michal

Casino Guru