Polestar Casino - Player’s complaint about account reopening is delayed.

I closed my account om this account permanently on June last year and in the beginning of the year, casino reopened my account for no reason, without my intention. So they broke the rules of resposible gambling. I deposited 600€ and lost it. I contacted them and made a complaint, which was suggested by live agent. Complaint was made 28 days ago and they keep writing me the same answer to every email, that the complaint is being worked on. But in reality, they are just ignoring me, live agent told me complaints are reviewed in max 10 days. I would like this casino to refund me my 600€

Dear Jarmopa,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

• Is your casino account closed currently?
• Could you please specify the reason for closing the account you gave to the casino?
• Would you be so kind as to forward me the account closure requests that you sent to the casino and any confirmation you received from the casino when your account was closed if available?
• My email address is [email protected]

Thank you very much in advance.

Best regards,

Tomas

Dear Jarmopa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thanks for your message,

I apologize for overlooking your email.

If you don't specify the reason for account closure and self-exclusion to be gambling addiction, the casino will not protect you from further play.

If you have an open account in any online casino, I would recommend informing the casino about your gambling addiction. This will be a sufficient indication you can't control your gambling and the casino's protection should ensure you won't be able to play further, nor reopen your account later.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of Birth:

Casino login:

Email address:

"Greetings Polestar Casino support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing permanently.

The reason for my decision is I am suffering from gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

Hey! Casino has contacted me today and made a decision to refund me my deposits in sum of 600€. You can mark the case solved, when refund has arrived to my bank account. I will update my post, if payment has arrived. And would like to thank casino for good cooperation after this.

Thanks for the update.

Please share the communication in which the casino promised you the refund, and we will keep this complaint open until you confirm your refund has reached your account. Please keep me informed about any further developments.

Here is conversation, refund payment was initiated last friday and i was told it will be processed in 3 business days. I have still not recieved the money but there is still some time left from this 3 day time frame, i will keep you updated if i recieve the payment. Also i signed agreement eith company for this refund

Hey, I have received refund few hours ago from Polestar casino in total of 600 euros. You can mark the case as Solved. Also I would like to thank you for your help and Polestar casino for making this refund decision and respecting the rules of responsible gambling.

Dear Jarmopa,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru