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.

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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.