Polestar Casino - general discussion (page 4)

There is no way I will ever trust this company with my money again….Poor update, very long withdrawal delay, live support which has inexpert reps that everyone says they want…If I didn't have all this fight with so many posts and complaints with screenshots and of course the help in your trial, I would still like to get my money!!!!! Thanks Jaro, Radka and Romi

UNACCEPTABLE Polestar Casino

Hi there!

I'm sorry to see you are very dissatisfied with another casino.

I also love to relay on details, and yes, these are to very different time frames.

From the screenshot, though, it seems this was not the first round in which you pressed for "the truth." Is that so?

Is it even possible the chat has responded to you regarding the same matter a few times ago, as the screenshot suggests, yet you keep pushing around? Could this be the reason for closing the chat with you?

Anyway, may I know whether these "more than" 3 days include account verification of any sort or perhaps any other investigations? This is the most usual breaking point, so I want to be sure.

I hope your dark expectation won't be fulfilled!

I would not be very surprised to find out both casino shares services like support or financies, perhaps the whole platform.

You seem to be pretty sure both casinos have been lying. I have to say I would be quite hesitant. Technical issues are sadly more common due to the many factors. Some are even not within the casino's reach, I'm sure. Yet to me, you appear to be very confident they closed the chat willingly. Did I say that correctly?

Pardon my manners, but casinos do that to spare the nerves and time when dealing with the players repeating themselves in the circles. I hope this was not the issue.

I understand your payment is delayed, and surely it is not quite reassuring if the staff changes the reasons. Speaking of which, can you also answer my question, please?

"Anyway, may I know whether these "more than" 3 days include account verification of any sort or perhaps any other investigations? This is the most usual breaking point, so I want to be sure."

We all expect every payment to be immediate - me too. Still, I believe we should be patient; there is always time to call someone a liar, even though I'd like to imagine it was out of the nerves.

In any case, I do hope the withdrawal will be quicker than you expect!

I wonder why Guru has these reviews when there are only negative reports

Hello there.

Unfortunately, now there have been the most recent posts deleted by their creator, so it is not possible to see what had happened to this user. It is a shame that we are not able to read those anymore.

But anyway, have you experienced any issues yourself at this casino, perhaps?

Please feel free to write about it, and maybe we'll be able to help out.

We'll wait for your reply.

Hi, I signed up to this casino called polestarcasino2 a few days ago by joining the welcome bonus promotion. I've been entitled to 20 free spins every day. Since I've been doing them, I've always received 0.47 cents, but today was really the best. It gave me 0.17 cents. I think that as a casino, it should be observed due to the many scams that are done with slots that don't pay a cent.

Is there any possibility to play without that bonus for you?

Perhaps it would be better that way, and the RTP could also be higher.

What do you say?

You can get all this information from the casino support if you'd like to find out more for sure.

Hey casinoguru team! What do you think about the latest complaint regarding polestarcasino?

The casinoguru system automatically marked it as a delayed withdrawal, although in reality my concern was that I have 2000e in the account of that casino, the withdrawal limit is 500e per day, withdrawals are being delayed intentionally, and I reported that I want to protect my money, I'm afraid I'll lose it, they said if I close the account I'll lose all the money. So there's nothing left for you to do, except lose the money. What else is left for me to do if I want to protect myself and my money? In my complaint, I asked casinoguru to contact the casino urgently, but the bot opened my complaint and set the timer for 14 days. Can you Radka help? Can you contact the casino or ask your colleague to respond to my complaint.

Hello, I believe I have not seen it yet; I have to wait for the posts to be public. Your description suggests that we should work with the casino to resolve that situation.

There are at least two viewpoints, and I do not dare to say what is ultimately fair based on one forum post. But if I can say something just on my own, I would say this:

From the perspective of a regular player, it is a delayed payment.

From the perspective of an addicted player, there is a question of self-exclusion due to gambling addiction.

To be honest, I lack familiarity with the middle ground, if you catch my drift. Therefore, such complaints are very important and need to be examined individually while considering the entire context.

Many casinos have rules about voiding the balance, but closing an account is not the same as admitting the problem and asking for complete self-exclusion due to gambling addiction, I guess.

In my view, this is a crucial distinction to make. Therefore, if you believe you are at risk, this situation involves more than just the typical account closure.

In such a pressing situation, I suggest you leave your casino account untouched and focus on complaining. Ask someone close to help you stay away from it and think about the necessity of self-exclusion.

I imagine this is really a challenging situation. Do you have someone close around, please?

Hi, thanks for the reply.

I briefly expressed my concern to them that I need help to protect my winnings what tools do you have? I got a response we do not have any tools to protect you. I then stated that if I close my account will I get my winnings I am a vulnerable customer. They stated that all funds will be lost if you close your account. I informed them that in your responsible gambling section there is a mention contact us and we will help you, I said how can you help me in this case they stated again unfortunately no way even though we would like to make an exception in your case we cannot.

Dear Radka, I wish it were that easy to leave your casino account untouched, you can't always beat yourself no matter how hard you try. I was a 1-day winner and didn't touch the money, yesterday I already lost -500e, now I'm fighting and trying.

I say it means more than closing the account it means protecting me and that's exactly what you were talking about. But that's not an option because they're cancelling my money I still have 2000e in my account which I need a lot. I don't have anyone close to me to help with my little child so I have to fight.

Well,

In my opinion, you should consult the gambling addiction and associated self-exclusion, not the usual account closure, if this casino has no safer gambling tools, I see no other responsible option.

Having 2000€ in your account and feeling like there’s no safe option is stressful. From what you wrote, the casino does not offer a way to protect your funds without risk.

In situations like this, the safest approach is to focus on self-protection rather than immediate withdrawal. That means either leaving the account untouched for now or using the casino’s self-exclusion, which closes your account for good and should protect your funds from further losses.

I understand it’s tough, especially alone with a child, but protecting yourself and your money should come first. If possible, ask a trusted friend to help you avoid the casino while you sort out the complaint with my colleagues, if you are not ready to self-exclude. I advise you strongly to mention all of those concerns directly in the complaint. As you can see, the complaint now addresses the issue of delayed payment—the first perspective I mentioned. No responsible issues are involved thus far.

If I may have a word of advice, after this si over, take a break from gambling. 🙏

You are not alone in facing this situation, and acting carefully now is the best way to avoid losing more.

Sain kasinolta vastauksen:

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.

Mitä minulle jää tehtäväksi? Casino tililläni on 2000e nostoissa jota he viivyttelevät

Hello,

based on those talks, I guess we have to be careful.

Well, I asked Michal, your complaint resolver, for his opinion, and he suggested that you send an email to every official support address you may find, requesting a temporary account freeze to prevent the money from being played out. Without triggering the voidance.

Use this text, please:

"I kindly request that my account be temporarily blocked or frozen until my withdrawal has been fully processed. Please note that this request is not related to any gambling or self-exclusion concerns. I simply wish to avoid a situation where frustration over the withdrawal processing time might lead me to play and potentially lose my winnings."

Feel free to mention that this situation was consulted with Casino Guru.

This should be the safest way we could come up with.

Hi, Radka, thank you for trying to help.

Radka, on Thursday I already asked them this, on Friday I asked again after you and I had a conversation and they said to wait in the chat and they would sort it out with the team in question, I only got a response of "no matter how much we would like to help and make an exception, we cannot" the team replied the same way "I lost -500e even though I tried not to play. I already mentioned on Friday that I have talked to the casino guru.

On Friday you Radka replied to me in your last message on this forum, and I fought and tried to follow the instructions, yesterday I decided to go to their chat and ask them about the thing you just mentioned that self-exclusion and closure due to gambling addiction are two different things, I still got the answer we can't help wait until your withdrawal has been processed then you can close your account. I also told them not to close my account!!! Now I have a suspicion that they have seen these messages because my game account is closed, I got the answer "by administration decision" I asked what about my money that is in the game account? How do I get my money? Will I get my money? They couldn't answer because I heard another team is investigating it and will tell. 😥 I'm frustrated, I fought for a long time even though I lost -500e I still had 2000e in the casino account now I lost access to the casino account and my money, I think this is unfair.

Radka, believe me, I tried and fought because I knew I needed the money, Christmas is coming and I have a small child.

Hello, you are welcome.

I understand how difficult this situation must be for you. Right now, it’s important to focus on safety for you and your child. Taking a step back from the casino, as has happened with the administrative decision on your account, may actually be the safest move.

Do you have any update regarding your balance?

At this moment, the best approach is to let Michal investigate and support him with all screenshots and emails you have about this situation.

Try to stay calm and take care of yourself for your child. 🙏

Radka, first of all, thank you for taking my case seriously and trying to help in every way. Honestly, I would have gambled my money if not for casinoguru, maybe it's for the best that the account is closed by the administration's decision. I'm just afraid of what will happen to my money that was in my casino account.

No update regarding my money😥

This is a stressful time, but I'm trying to keep myself busy so I don't go crazy. Thank you❤️

Hello, I'm sorry for the delay; I felt a bit ill.

Well, I'm glad you feel like we helped you keep the money more secured; I really do. And of course I understand it is stressful not to know what comes next. However, I can ensure you Michal is very skilled in dealing with similar situations, so try not to stress yourself with this situation—try to ease your mind if you can. 🙏

You actually mentioned the top advice anyone can give you. Stay occupied. You might try keeping yourself busy by organizing imaginary situations like Christmas preparation or perhaps a move to a different city or planning a life event; as long as it helps you resist any urges, it's beneficial and you can do it, I'm sure of it.

Thank you for holding up; keep up the good work!