Polestar Casino - Player claims that payment has been delayed.

When I signed up to this casino I won over 4000.00 I requested a withdrawl and it sat for weeks with no reply from the casino. Since then I have been constantly trying to talk to them on chat but as soon as I get through and tell them my problem the chat closes and it remains closed for an hour or more and I try again. I need to talk to someone about my withdrawl asap. Its as though they purposely reject my chat and close the help desk the second they know it is me. I find this extremely strange as normal I receive withdrawls from other casinos in the matter of days.

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 stamps22,

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

Dear stamps22,

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.

I am writing to formally express my frustration regarding the ongoing issues I have experienced with my withdrawal requests.

On Thursday and Friday, I received two separate withdrawals of $750.00 each, bringing my total received to $1,500.00. However, I have clearly reviewed their website, which explicitly states that the daily withdrawal limit is $5,000.00 per day. Based on this, I should have been able to withdraw up to $5,000.00 each day — not a mere $750.00.

Every time I reach out for clarification, I am met with excuse after excuse and no satisfactory resolution. This is completely unacceptable. I am being held to a limit that is not stated, not disclosed, and contradicts what is published on their own website. This lack of transparency and consistency is not only frustrating but raises serious concerns about their company's practices.

https://polestarcasino.ca/withdrawal this is the link to all the withdrawl terms I have read for Canadian players I would like them to honor them

They continue to tell me that they are working on it and not to worry but they are so busy. Yet I watch the live winnings and there are no big wins to be busy paying out. They tell me that they have authorized a withdrawal but I never receive it at all. I am getting very frustrated as I have showed you that they say Canadian players can withdraw 5000.00 per day and can have it increase with more game play and bigger wins. It also states you can request and increase of your limit. I cant even get $750.00 a day that they claim on a different website. This is getting to be ridiculous. They paid me 1500.00 and then stopped if I have 3 pending withdrawls it should be deposited into my account daily. In reality I would like them to live up to the statement they made on the .ca website I signed up on that says $5000.00 per day. I really would like to be paid out as I go back to work in camp on the 22nd and they should have paid me out long before then.

Dear stamps22, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

I did not use a bonus.

I have received 2 $750.00 payments.

And I only play slots.

I signed up on the .ca website where it states that you can withdraw $5000 per day and it will be increased with more of play. I will attach that screenshot. They have come up with every single excuse in the book and keep telling me that my withdrawals have been approved and I fed up. I would really like to see my money..

Just spoke to them again yesterday there was a glitch and and they were unable to pay anybody that’s what they’ve been claiming for the last 30 days or whatever now today the relevant department knows about it and will pay me as soon as possible while they’ve been saying that for almost a month now. I will put the screenshot below for you to see..

Another ridiculous reply that doesn’t answer my questions

I went to sign on today and they have banned me. That is the most cowardly move I have ever seen. They don’t like being spoken to in an angry manner then maybe they should follow their terms and conditions. I am disgusted how they have treated me and by the reviews I have read a majority of their winners.

Dear stamps22,

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, Barbora, (barbora.p@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,

Karla Mayfly

Today I signed on and they have bannned me. I guess they do not like people winning on their website as I can see no other reason to stop me from accessing their slots. They have requested I do the proper KYC even though I have already completed it. That was a complete nightmare the first time around. I had to do it to receive my first payout 3 weeks ago. When I last played I had 8,827.00 in my wallet and 3 pending withdrawals from July 6,7 and 10. They are saying the wallet includes my pending withdrawals but they debited $750.00 each time I requested a withdrawal. So in reality they owe me my balance plus the 2250.00 that is pending in withdrawals. If I reversed a withdrawal the $750.00 would go back into my wallet. I have never seen a pending withdrawals with it still in your balance that is absurd. I will attach a screenshot of their email

I have also spent some time looking for 7.3 of their terms and conditions and can not locate it. Theier terms and conditions are not numbered.

Dear player,

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

Dear Polestar Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

I have redone the KYC verification and emailed them when I completed it like they asked. They have not replied to me at all. They also stated they would clear up the balance of 8827.00 which they say included the 2250.00 that was in my pending withdrawal. They already deducted that from my balance so they in reality owe me 11077.00. I would really like them to stick to what they say they will do. I am also wondering how they are getting such a good score when there are so many complaints like mine against them. I just want my money as I have done everything they ask only to be ignored again and again. this is by far the worst casino I have ever dealt with.

Dear stamps22,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

Please be informed that your case is currently under review and we will contact you as soon as possible with further information.

We thank you for your understanding.

Kind regards,

PolestarCasino Team

Dear Polestar Casino Team,

Thank you for your response and cooperation.

We will await the outcome of your review and would appreciate it if you could let us know once you have any new information regarding the player's case.

They finally contacted me on Sunday and wanted the KYC completed again. I did it prior to the first payout of 750.00 they didn't tell me it was in the wrong file format till Thursday after sending them many emails all went unanswered. They say they will pay me immediately after they get those documents. I also completed it online and it said complete. They throw around the word immediately yet I think someone needs to go get a dictionary and look it up.

: without interval of time : straightway

I am thinking they are unable to pay as it should have happened after chat has promised me numerous times my withdrawal's were processed and they were between banks. I just want my money like they promised 50 times. I would expect you will be checking all the information and maybe redo your evaluation on this casino. I asked to be paid by end of day as that would be later than immediately i will inform you if anyone answers me or has the funds to follow through with their promices.

Dear player,

Thank you for the update.

I understand your frustration, especially after the repeated requests for verification and the delays you've experienced so far.

I appreciate you letting us know that you have resubmitted the requested KYC documents. I am also in contact with the casino regarding your case and have asked them to keep me informed of any developments.

Please keep us updated if you receive any further communication from the casino or if there are any changes to your situation. I will do the same as soon as I receive a response from the casino.

After being told I would be paid immediately It has been another week and nothing no reply to my emails nothing at all. They are aware we have been evacuated due to forest fires . I now feel they have stole my money that could be helping other people and their animals that have nothing. This casino is absolutely disgusting. How long do I have to wait for this liar to pay me? I’m can’t believe that can get away with making people wait months I hope the owner gets the life he deserves for treating people the way he does. He is a real piece of work. He should watch the news on the forest fires around 100 mile house BC maybe he will feel inclined to return my stolen money.

Dear stamps22,

Thank you for your reply.

However, please be informed that the verification of your account has to be complete in order to proceed with the payments of your funds.

Therefore, we kindly ask you to send us the requested documents as attached to the email send to you.

We thank you for your understanding.

Kind regards,

PolestarCasino Team

Dear Polestar Casino Team,

To help us better understand the current situation, could you please confirm whether the player's latest KYC submission has been received and reviewed? If the verification is still incomplete, please specify which document is still outstanding or explain why any previously submitted document was rejected.

I also note that the player previously received two successful withdrawals. Could you therefore clarify why additional verification became necessary after those payments had already been processed?

I have sent documents 3 times and already been approved. They are stalling to keep my money. This shouldn’t take so long.

They are requesting three months of bank statements and unfortunately, I can’t get my current bank statement because the end of the month isn’t over yet. This is just being a stalled tactic. I don’t know what their problem is. I also just got married and had my ID in two separate last names and I also use two separate last names which is fully legal so we’ll see if they have a problem with that. Maybe they can figure that out, but I highly doubt it.. I love you, hon. Oh my God.

They are now asking me to send more documents. They want three months worth of bank statements in a PDF format. The only way that I can send documents in PDF and they’re saying that it’s not right because it is being sent in two separate emails because the files are too large to put in one file. They are clearly just stalling and I’m getting pretty upset with this as they’ve been given every document on numerous occasions probably four or five times there’s no reason for this. Every time I send something they have another excuse. It’s just excuse after excuse.. now it’s because they can’t get all the files into one email because it’s too large. And why do they need three months worth of bank statements? I think that’s a little bit invasive in there overstepping their boundaries.

Getting sick

and tired

of

the run around.

Dear stamps22,

Thank you for your reply and the provided documents.

Please be informed that your ID and selfie have been successfully accepted. 

However, please note that the following documents are still missing in order to complete the verification of your account: 

 

Transaction history for the used bank account for 01.06 - 10.07

Selfie with ID in hand and casino website in the background visible

We kindly ask you to send us the requested documents via email in order to complete the verification of your account and proceed with the transaction of your funds.

We thank you for your understanding.

Kind regards,

PolestarCasino Team

Dear stamps22,

Thank you for the update. I understand how frustrating this must be, especially as the verification process has already taken quite some time.

The casino has now confirmed that your ID and standard selfie have been accepted. According to its latest response, it still requires a bank-generated PDF transaction history for the account used, covering the period from 1 June to 10 July, as well as a selfie of you holding your ID with the Polestar Casino website visible in the background.

Although I appreciate that you've already submitted several documents, these remaining requests appear to be relevant to completing the verification. Please send the requested documents to the casino through the channel they specified and let me know once you've done so.

I have done it many times this is the email they sent me. That are doing anything to not pay me.

This is rediculous I have never had a problem with the other 30 casinos I belong to. It’s obvious they are using any excuse as they approve a document and then ask for it again.

Dear stamps22,

To help me review everything properly, could you please forward all the documents you've submitted for verification, along with any related email correspondence with the casino, to barbora.p@casino.guru? This will allow me to check whether anything may be missing or has been overlooked.

Sent. They told me I already passed the Kyc in chat I don’t have a copy of that.

I was banned from their site on July 18th and told they would pay me as soon as they received my documentation. For the second time, as I already played this stupid game with them once. It is now August 1st and now that they have all the documents again they have stopped answering me. This is by far the worst casino I have dealt with and I am shocked after reading all the problems others have had that you speak so highly of them and give them a high score. Nobody can get their winnings from them without a huge fight. I think their payment processor needs to be informed as how they conduct business. I am sure they would like to know they are supporting a company that doesn't meet the requirements of the terms and conditions they enforce. Its funny they can do what they want but hold everyone accountable to a bunch of nonsense. All I want is my money I won fair and square they started to pay me then stopped and I have been waiting over 30 days. They do not even know what they are doing I have been asked for documents that were already approved hours prior. The way this casino is run is emberassing.

On July 24th they said everything was good they were reviewing my documents then on the 28th another person requested the documents again it is a complete joke how can they ask for personal info 10 times from 5 different people? They have angered me to the point that I am making sure nobody has to be put through the BS that I have had to endure to get something that is mine. I feel violated and stolen from. If they do not pay me in 24 hours I am going to see who I need to contact to have this casino investigated fully. They are shady AF. They wont even return any of my emails.

So today marks 30 days sinse I was originally verified with my Kyc. I still have over 11k owed to me and have been told every excuse even though they started to pay me and then banned me for no reason. I hope this will significantly lower there ratings because as far as I am concerned they are stealing my winnings. I have done everything they have asked only to be ignored. Polestars pay me already nobody can be that ignorant. What is the hold up. I have given you all the documents I give any other casino and have passed Kyc and had my withdrawal writhing 72 hours what is your problem?

Hello That previous messages anger was aimed at them not you I can’t thank you enough. This is the last message from them. Can you please ask them to pay me our province is in a state of emergency and I could use the money as I am not able to go back to my home for another 2 weeks. They said they would pay me immediately even after they knew I had involved you guys. They will do anything not to pay.

Dear Polestar Casino Team,

The player has provided the requested bank-generated transaction history and a selfie holding their ID with the casino website visible in the background.

Could you please confirm whether these documents have been received and reviewed, and let us know the current verification status? If anything is still missing or cannot be accepted, please specify exactly what is required.

Thank you.

You have already asked the casino this question. I do not understand why you are giving them all these chances. I just received an email from them stating they will only deal with you guys now for transparency. What a joke. They sent me a total of 22 emails since they replied to you on this website. Now they will only speak to me through this forum. Are you kidding me only now that they have all my documents and I have passed the KYC 2 times. These funds are not just winnings they are emergency funds for survival as we are in a state of emergency. This is unfair you should be able to see how they are stalling and hiding behind excuse after excuse we are going on 60 days of not being paid and you are asking them a question you already asked.

The casino has completely cut off communication banned me and is hiding behind this mediation process now that all verification is completed. They owe me over $11,000.00. They already verified me once and paid me $1500.00. They also promised to pay me in writing immediately after receiving my documents. They have no case and this is wasting time. Valuable time and funds needed for my safety during a state of emergency and forest fires destroying our homes. I request you give them 48 hours to pay me or blackmark their safety rating. they have sent 22 emails after they responded to you here and are now claiming they only want to discuss matters here for transparency is absolutely ludicrous. I think they need a lesson in the meaning of certain words they throw around like immediately and transparency because they are not using them correctly.

I do not feel they should be allowed all this time and chances to reply when it is abundantly clear they are doing this to avoid paying me. P{lease hold them accountable 60 days is not putting the heat on them it is pitting the heat on me literally. Please get them moving.

I also have emails from them saying the documents have been approved only to ask for them again by someone else. That has been gong on for over a month. Is this how casinos operate? As this is the first time I have run into such a gong show? I just want to know so I can really investigate any casinos I want to join. Out of a possible 50 that I have signed up to this one has caused more problems than all 50 put together, but reading the reviews I understand why. Will you guys be changing your rating on them? I would hate to see anyone subjected to the treatment I have had to endure from these rude people in chat and by email.

Dear stamps22,

Thank you for your reply.

We are sorry to hear about your frustration.

However, please be informed that from the 29.07 where we send you the email with the request of additional documents, we did not receive any further details or reply from you.

Kindly note that, as stated above, we need the following documents to finalize the verification of your account:

Transaction history for the used bank account for 01.06 - 10.07

Selfie with ID in hand and casino website in the background visible

If you wish, you can upload the documents here or send us an email with the requested documents.

Thank you for your understanding.

Kind regards,

PolestarCasino Team

I can’t believe that they’re saying these kind of things they are lying. I will attach the documents that show I sent my bank statements and my selfie and they said everything was good and they were putting it to the relevant department. I don’t know how these guys sleep at night the way they treat people that paid money to play on their site.They are just keeping it for no reason at all and I can prove that. I feel like. I feel like theft and a complete disregard for anybody.

I will add more next comment

T

I

I found it on the 23rd they said they would process my payment immediately after getting all the documents. Then the other photo is them saying they have all the documents on the 26th

and are processing them please hold them to this. this should finally put an end to the games and I would expect payment immediately.If they say they need more documents then they are using that as an excuse because they have said to me a few times they have them all I have no screenshots of chat logs where I was already verified.

Dear stamps22,

Thank you for your reply and the provided information.

We kindly ask you to check your emails where we asked you for the missing document:

• Selfie with ID in hand and casino website in the background visible

Please send the picture attached as reply to our email.

Thank you for your understanding.

Kind regards,

PolestarCasino Team

You said you needed bank statements and selfie now it’s just a selfie. You have already said once you have received all my documents I don’t feel comfortable sending these over and over again when you guys can’t even figure out what you are doing I would like my money now please. I have asked many times been told you already have all my documents and are sending it to the department and said I would be paid immediately. I think you should live up to your transparency comment and pay me. I will send the document for the 11th time. I sure hope people will see the hoops you make winners jump through after saying they are verified and already received a payment.

Casino guru please look at my messages and see that they are making me send documents after verifying they have all documents and saying they will pay me immediately.

Brief timeline

won 26k over 60 days ago

4 days later Kyc was complete and got a 750.00 payment they say that is their weekly limit but I have screenshots saying 5 k is

10 days later got another $750.00

put 3 more withdrawals in pending 2250.00

completely ignored and gambled winnings down to $8500.00

All of a sudden I was banned and ignored until I contacted you guys.

Polestars kept asking for the same documents over and over and over again I kept sending them.

Got a message from them saying that all my documents are good. They’ve received everything and they are now processing my payment that they told me they would pay me immediately four weeks ago..

Polestar sent me a email saying that they want to only talk to me on your forum for transparency purposes because I involved you. Meanwhile, they emailed me 12 times since They replied on your forum.

I’ve now been waiting over 45 days for my payment I assumed I had all the documents sent in because they had sent me an email stating I did. Now today they’re saying they need more documents. I feel this is an invasion of privacy.

I think that they should pay me what is owed to me which is 11,000 and change they’re saying that the pending withdrawals were included in my wallet which they’re not pending withdrawals are never included in your wallet. The funds were already deducted from my balance. I find it very hard to believe that they do not understand this. If you reverse a withdrawal, the funds go back onto your wallet this I find odd behavior..

I’m really hoping that casino guru can see this for what it is. I’ve done everything. I’ve been asked. I’ve been told everything‘s OK. Only to be told that they need more documents. This could go on forever.. I got banned for no reason and I just wanna get paid please. How long do you let them keep stating they have my documents they don’t have my documents they have this. They need this. It’s just crazy.?

Dear Polestar Casino Team,

You previously informed the player that you had received all the requested documents. However, you are now requesting the selfie showing her ID with the Polestar website visible in the background.

We have received this selfie from the player, and she also provided correspondence showing that it was previously sent to your support team. We will forward it to you privately for review.

Please confirm whether this selfie meets your requirements. If not, please explain specifically what is incorrect or missing, as the repeated requests are making the verification process unnecessarily prolonged.

Please also provide an update on the player’s remaining balance.

Thank you for asking the casino for transparency I should have been paid long ago this process is clearly being stalled. I am hoping they see how they are being extremely difficult and just pay the balance before the weekend. I want to be transparent and prove how difficult they are making this and perhaps by seeing this they will pay me the little over $11,000.00 they owe me I had just over 8300.00 in my wallet and 2250.00 in pending withdrawals. On July 10th they said they were processing my payment I didn’t receive a thing then on July 23 they said they received all docs and it was sent to the appropriate department and on July 25 they again said they were going to pay me how long can they play this game for? I just want to

close this case but need my money first and they seem to change their mind daily. This is not fair I have been more than patient. over 60 days is unacceptable for a payment. I would bet money they will have another excuse and I will not see any money by the weekend even though they know what I am going through with the forest fires here.

I have sent msgs regarding the balance as the pending withdrawals were deducted from my balance so it should be added to the 8827.00 so the balance is 11077.00.

A-Good faith payment goes a long way in a situation to smooth over muddy waters.

It would be nice if the casino would pay me after saying they would for over 30 days. This is my life and I could use the money. Do the right thing and pay me what I won fair and square.

Dear stamps22,

Thank you for your reply and the provided documents.

We are sorry to hear about your situation and will do our best in order to finalize your claim as soon as possible.

After reviewing the provided documents we kindly ask you to clarify why 2 active Driving licence documents have been provided with different second and last names on them.

Thank you for your understanding.

Kind regards,

PolestarCasino Team

Because I recently got married. That is the only reason females us usually change their last name and my second name is the same. If you look it is the same photo. Not sure why it’s an issue I have never had a problem with any other casino. I have not changed my name in some instances as I work in law enforcement. So I should see my money in the next couple of days?I just looked it is the same second name I never noticed before they dropped the E on one of my driver license that is all it’s a misspelled middle name.

Casino Guru can you please get them to pay me this is ridiculous. Any little excuse is getting to be obvious it’s done purposely to not pay me.Thay have been saying they will pay me for over 30 days.

Dear Polesatrs,

We just got news that over 180 animals need to be transported to safety as well as my animals need feed. 100s from my community can not return home and there ranches are most likely gone. You have made me jump through every hoop and have held back my winnings long enough. I am begging you to release the 11000.00 I won so I can use the money to secure transport and accommodations for these distressed animals. What you are doing is unfair and morally incomprehensable. I should have received payment a month ago. Again if you are truly sorry for what I am enduring step up and be a good person and pay me already. This makes me sick to think that money is mine fair and square and I can’t access is to make a difference to lots of people who have no idea what their future holds.

Q

Let’s see if these guys can pay me within 24 hours. I should’ve taken money on bets on this. I would’ve gotten more than I’ve won. Bet you any amount of money. These guys don’t have the financial ability to pay me in 24 hours.

casino guru can you oook into why they can’t pay me wether they have some sort of legal hold on their finances or something because there’s no need for this long drawn out process. Something is wrong they don’t have the money or something?

Dear Polestar Casino Team,

The player has explained that the different surnames on the identification documents are connected to a recent marriage.

Could you please confirm whether this explanation is sufficient to complete the verification? If not, please specify exactly what further information or documentation is required and whether this is the only remaining verification issue.

Also, please provide an update on the player’s outstanding balance and whether the payment can now be processed.