Polestar Casino - general discussion (page 2)

Radka ivh think Kristina will unfortunately no longer answer on the case there are still 15 hours open because of the report that ivh made I don't know if kristina will answer. I hope you can help me with the case or call someone to help me, it's about a lot of money for me that I need in the next few days.

Best regards

Hello,

as I can see, the complaint was updated by another request for information. She'll most likely transfer your complaint to a new handler soon once all the details are clarified.

I know you need the money, but we also need the time to cooperate. Stay patient, please.

good evening to the company,

I have suffered an inconvenience at Polestar cazino that you can't imagine... I am trying to withdraw 700€ of my money and for 14 days I only communicate with the live chat they always tell me different things and promote me to the finance department which has no reply to any of my emails 14 days now….Someone help?????I am trying to get my money!

Hello there. I am sorry you have found yourself in a situation like this, I can understand how frustrating it must be. Good that you have submitted a complaint here, our team will try to help you out with this issue. Unfortunately they have been very busy with so many complaints, but I can assure you they will do their best to get your complaint solved.

Is this your first withdrawal attempt, or have you had any successful ones before? Just asking, because you actually said that you are unsure about your account being verified. In most of the casinos it is the main key to get your withdrawal, to pass the verification process first. Have you sent your documents to the casino yet?

Will wait for your reply.

No I haven't withdrawn again, it's the first time and about the verification thing and I've sent 5 emails to do it they never answer me...I spoke with the live chat again just yesterday and now they told me after 14 days to send details without but official documents... So simple and sketchy... But I also sent official documents because I see that the withdrawal of my money is unjustifiably delayed... If I didn't ask to send at least in the live chat, I don't have any information from anywhere... Please look at the whole Guru Casino's history of open complaints…

Thank you in advance for your help!!!!

So according to what you write your account is still not verified. We give the casinos 14 days for this process as well as for withdrawing the money, so as Romi said it's good that you filed a complaint. 

However, it will probably be most important to cooperate with the casino until you complete the verification and then hopefully you will get your money as soon as possible. When you get it right or have a new update, be sure to let us know in your complaint and also on the forum. 

I wish you the best of luck. ☘️

Dear friend Jaro, first of all I thank you and Casino Guru for all the help... From 27/01 when my problem started until now 12/02 I have all the conversations of the representatives of the live chat at your disposal... This is unprecedented situations that as a customer of many betting and casino companies I encounter for the first time....I asked for identification with a lot of pressure of my own to do after 10 days and they told me that for the moment it is not necessary...Imagine that it may be necessary and I suffer even more in future!!!! Then, after talking to them several times and asking them to do something, they told me to send to support@polestarcasino in their finance department my details without official documents, so just in writing..I am telling you again with my trial prompt!!!!!I have it in a screenshot..!!!!I have never experienced this before...So after I did it but I also sent official documents with my trial again on my initiative and I have sent 6 emails in total up to now that I am writing to you I have not received the slightest update!!!!! I should also tell you that I have received more than 15 times the notification that they will contact you as soon as possible and that i will get my money….NOTHING…!!!!Let me also tell you that while we are chatting they abruptly close the livechat and kick me out because i always push them politely!!!The worst???Every time i have to tell the whole history from at the beginning and every time they conclude that they put it as urgent and it will be solved.... 17 DAYS now NOBODY has contacted me! Every day I chat with livechat, there is no agreement, on the one hand they tell me that they cannot contact the finance department and the else they tell me that we have contacted the department and it is a priority....!!! Absolute inconvenience and my money remains there!!!!

So you understand what cooperation you are asking me to do when on the other side there is no clear and essential communication!!!

Not to mention again the amounts they asked me to play at the beginning to supposedly complete my bet and finally they apologized to me because it was a mistake after all...One to play 46€, the other to play but 38€, then 29€ and nothing happened and I couldn't get my money again.... The whole history is in screenshots....

I hope the matter will end properly and not happen again to another person... It is a shame to put our money, the deposits are made immediately and there is such inconvenience and bad treatment for withdrawal!!!!

THANKS again for everything…!!!!!

Thank you for describing it like that. I agree with you because it's certainly not easy when you basically do everything the casino tells you to do but you don't get any answer or update on what stage things are at. But from your side you are doing everything that is necessary, so since you have a complaint, our team will try to help you as best as they can.

It's also definitely helpful that you have screenshots, because it will absolutely be helpful for our team. 

However, I hope that this situation will be resolved as soon as possible and you will get your money. If there is any new information about your case, please let me know.

I will be waiting.

Since 27/01 I have been talking every day with the company's live chat and I have at your disposal all the conversations until today 13/2...!!!!If you really read them you will understand the indignation, the suffering and the different versions that I they suggest to do every time especially the first days….18 days today…No update-no communication and my money there…..

I'm sorry to see what you've been through so far. I wish I could say I have the solution for you.

Because I do not want to put more suffering on you, I will skip my usual questions or speculation and leave the progress sharing up to you.

Once you are in the mood, I'd like to see the different versions you mentioned, for instance.

I sincerely hope there is a way out of this mess. Please follow the complaint, thoughit also takes time. 🙏

So I will write here the various and strange versions from the first moment I requested a withdrawal and of course below I will send you as many screenshots as I can to prove to you that my words and my unprecedented suffering are true... Take care... I am not so worried about delay which of course does not make sense but the very poor information and communication...

So when I requested my withdrawal of €700 it started an unbelievable situation telling me that I have to play an amount to complete my bet…I was told €46…Nothing..Then I have to play €38….Nothing…Then €28. .In the end they apologized and told me that they made a mistake and that I had completed my bet… UNBELIEVABLE????

So the days passed and they told me that I should clean Chrome and that I should change the browser... I did it... Of course, nothing again... The days passed, I sent emails indignantly, no answer... So at my own prompting, I told them to I send my details for identification and for faster withdrawal and they tell me to send them just by hand to the finance department!!!!!!!I ask them just like that without official documents??? They say yes…. and with official documents.... Of course I never got an answer.... I have sent them 6 emails...!!! 19 days to date I talk daily with livechat and we conclude since they have to see all the history again that my issue will be resolved as soon as possible and how it's a priority!!!!!!19 days…!!!!From 27/01/2024…..I can tell you how many times I was blocked like that suddenly and had to write them all over again ….Also some representatives told me that they do not have communication with the relevant department and some others that they speak directly with the finance department and see my issue…..Tell me after all this what to trust, what to expect and how to process this the situation…..?????So I am sending you below as much of what I have told you so that you may believe that my words are true….

My money, the money I won while of course I have made deposits of almost €300 are still in there and I am still waiting to get them... Why? I have never experienced such a situation before while I am a customer of several betting companies...!!!!!

Thank you and I am sending you screenshots but unfortunately for you they are in Greek...

Well, that is an impressive display!

I also briefly checked your complaint, and everyone is welcome to do the same right here 👈, I have to say I appreciate how much information you've put there. It is time, in my opinion, for someone at the casino to gather their thoughts and appropriately address you as their customer.

Try to hold on, please.

I do nothing but wait……

20 days today and no progress unfortunately...!!!

I understand that this is not something that would be pleasant, but unfortunately there is no other option at the moment as the complaint is still being investigated. I firmly believe that the whole situation will be resolved. Time is the only thing we have to sacrifice now. 

Ok, I can't do anything else..I'm waiting..I hope this situation ends as it should so that we can all be correct in our obligations..On my part, however, I explained the matter to you as truthfully as I could and all this surprises me because it doesn't I have faced another time…

Thank you very much for everything

A development that I don't know more about....They took €500 from my account...!!!!!!!!

I am waiting for information