Polestar Casino - general discussion (page 6)

Hey, I'm sorry to see what you have been through but just as Jaro tried to explain, it's better to go through all related details through the complaint thread. Barbora will respond, yet the timer shows there are three days left for her to get back to you.

Complaints work on a weekly basis; it's better to count on that.

Although we would really love to help cover the main questions, it would be sort of guessing. That's not very helpful at this point, if I may be honest with you.

Hang in there, please.

It is difficult to get paid if you are told that you are not in their system is it possible to get someone to take my case that will reply to my emails please. I appreciate your help but after 6 weeks we have made no progress.

I have not talked to her once since I started this process 6 weeks ago all of my emails go unanswered I find that very unprofessional. Even just to say hey I am busty when I get time zi will reach out to you. But NO just crickets. It would be nice to have some questions answered or at the least know that Barbora is a real person. Is that too much to ask for?

I understand that. The complaint thread is the main place for communication and without knowing what inparticular how often and in what relation you have been sending to the mediator, I guess it's not my place to comment. It's up to them to decide whether it's necessary to respond outside the complaint thread. Please keep in mind the complaint is a fully free feature and each mediator is constantly taking care of hundreds of players who expect the same level of contact. That's really challenging to live up to. I respect your experience and opinion, of course.

So now the casino says they have never heard of me yet they asked for my marriage certificate on your platform. If I am not paid by Friday at 5pm that is 87 days after I received my first payment from them. I am filing complaints with

Curacao gaming authorities

caracao gaming board

portalgamingcontrolcuracao.orcadre.online

complaints@gaminglicenses.com

SBGOK.org/claim

I would think you understand why. This is the most unprofessional casino I have ever had to deal with. What a complete embarrassment for them.

Let’s see how Barbora handles the situation from here. I think the best thing now is to give her some space to work on the case rather than sending repeated emails or the same updates through several different channels.

I saw that you mentioned contacting Barbora directly and not receiving a reply. I completely understand why you’re frustrated after waiting for such a long time, and I’d probably feel the same in your position. At the same time, repeatedly sending the same message by email, in the complaint, and on the forum is unlikely to make the process move any faster.

Hopefully, we’re already getting close to a resolution. For now, we need to be patient and wait for the information the casino provides to our team, as that’s what Barbora needs to move the case forward.

Is this a normal process for casinos to drag you through the ringer like this?I don't understand how they can say they have no info on me or any file with my winnings. They contacted me through your forum and I have 100s of screenshots of chats and emails. Do they not think of that befor they make such absurd claims of not having a player in their system. I am sorry I am so frustrated but these guys have all my ID documents and now claim they have nothing. Where is all my info? that is scarey. They have also said on numerous occasions that they have issued a payment. I guess I don't understand how they can get away with treating their winners this way it is disgusting. They keep apologizing I don't believe for a second they are sorry or I would have been paid. I hope this affects their rating. How can they get away with talking to me for 3 months then saying they have no idea who I am? that is so bizarre perhaps the manager of that casino should see a dr.

So the casino has sent numerous emails to me saying I am not a player and they have no record of me. I have 100s of screenshots. Where are all my documents. It’s funny just as a I pass the Kyc verification they say I am not a registered player. I hope you guys see right through this and explain I have so much evidence and it’s silly to say that considering the 199s of emails back and forth requesting my documents they have failed to protect. I just want my money I am so fed up with the games. I feel sorry that you have to deal with this behavior it’s unacceptable. Just so they don’t have to pay that is disgusting. Thank you casino guru for getting to the bottom of this because my patience has run out.

Hey, I get that this is indeed a very frustrating experience. I'm sorry for what you have been through, and I know where your questions come from. Here on the forum, though, we cannot conclude much, I'm afraid. But I hear what you're saying if that helps.

I probably don’t have an answer to some of your questions either. I also find it strange that the situation has been taking so long and that the casino seems to say one thing and then something different later.

In any case, Barbora is handling everything now, and I can see that the timers are shorter than usual. If I’m reading it correctly, the casino should have around two days to respond again, so hopefully we’ll move another step forward soon.

At this point, I’m not sure there’s much more I can advise beyond what I’ve already told you. I think the best thing now is to let Barbora continue working on the case and wait for the casino’s next response.

Payment Dispute Resolution Report: Polestar Casino vs. Rebecca Wolfe

1. Case Overview and Participant Profiles

Case Summary

This report documents a clear instance of procedural bad faith and systematic fund withholding by Polestar Casino regarding the account of Rebecca Wolfe. Despite a total win of 26,000 CAD**, the casino has failed to remit a remaining undisputed balance of **11077 CAD. As of August 7, 2026, the payment delay has exceeded 79 days. The respondent has engaged in a "verification loop" stall tactic, closing the claimant’s account while simultaneously demanding high-friction re-verification—including Onfido biometric links—as a prerequisite for releasing funds that have already been verified through previous successful transactions.

Account Status: Permanently Closed by Respondent (Effective July 17, 2026)

Respondent Profile

Entity: Polestar Casino (polestarcasino.com)

Primary Points of Contact:

Kevina: Complaints Department (Lead agent for verification disputes)

Sienna: Administrative Support (Agent responsible for the account closure decision)

Kasandra, Iri, Cheryl, and Krasi: Front-line Support (Responsible for repetitive "queue" scripting)

2. Financial Statement of Unpaid Funds

Balance Breakdown and Context

Original Total Winnings: Approximately $26,000.00 CAD

Current Real Balance: $11077.89 CAD

Recognized Pending Withdrawals: $2250.00 CAD

The Discrepancy: The respondent currently acknowledges $2250.00 CAD as "pending," while the claimant’s final account snapshot shows a total real balance of $8,953.89 CAD. This report demands the full reconciliation and payout of the total real balance.

Withdrawal History

The respondent has recognized three specific withdrawal requests that remain in "pending" status:

July 6, 2026

July 7, 2026

July 10, 2026

Functional Precedent: The Gigadat Payment

On July 08, 2026, the respondent successfully processed an e-Transfer of $750.00 CAD to the claimant via Gigadat Inc (Reference: C1AQjAWPAwMw). This transaction serves as prima facie evidence that the claimant's payment method and identity were sufficiently verified for payout at the time. Any subsequent claim that the payment method requires "re-verification" is logically inconsistent and indicative of a stall tactic.

3. Timeline of Correspondence and Evidence of Procedural Bad Faith

Record of Correspondence

The following table tracks the escalation of Ticket Numbers 53359469, 53680282, and 53953489.

Date (2026)

Sender

Ticket #

Key Communication / Action

July 10

Kasandra

53359469

Employs "moving through the queue" script to normalize delay.

July 10

Rebecca Wolfe

53359469

Expresses frustration over 14-day delay on initial $1,500.

July 17

Sienna

53680282

Account permanently closed via "Management Decision."

July 23

Kevina

53953489

Claims inability to open .vcf files; demands PDF/JPEG/PNG.

July 24

Kevina

53953489

Acknowledges receipt of documents; begins "review" loop.

July 26

Iri

53953489

Demands user "ascertain" all info was sent (Verification Loop).

July 28

Rebecca Wolfe

53953489

Submits PDF bank statement; notes receipt confirmation.

July 29

Cheryl

53953489

Admits user has sent info multiple times; "forwards" case again.

July 30

Krasi

53953489

Confirms "escalation" for thorough review.

July 30

Rebecca Wolfe

53953489

Confirms documents have been submitted 17 times.

Aug 7

Support

53953489

Invokes Section 7.3; demands full Onfido re-verification.

Proof of Receipt

As seen in communications on July 28 and July 29, the casino’s support system utilizes Zendesk to manage interactions. The "Delivered by Zendesk" tags on the claimant's 17 submissions confirm that the respondent was in possession of the requested files while their agents continued to claim the case was merely "under review."

4. Forensic Analysis of Categorized Stall Tactics

The Logical Inconsistency of Payment Verification

The respondent’s demand on August 7 for "Proof of Payment Method" is an act of bad faith. Because Gigadat Inc. successfully remitted funds to the claimant's efg@post.com linked account on July 08, the respondent already possesses verified payment data. Demanding this same proof 30 days later for the remaining balance is a redundant hurdle.

Technical Barriers as Artificial Delays

The transition from claiming a "queue delay" to a "file format error" represents a calculated shift in stall tactics. Once the claimant successfully provided a PDF bank statement—which the casino acknowledged—the respondent simply moved to the next hurdle: account closure.

Exploitation of General Terms

The respondent has invoked Section 7.3, a "sole discretion" clause, to close the account. While casinos generally have the right to refuse service, using this clause to justify the indefinite withholding of nearly $12,000 in earned winnings—while demanding biometric data after termination of service—is a violation of standard fair-play consumer protections.

So going on a week some Kyc was passed and still waiting no money. Pole stars casino should be shut down as Leo Vegas had my withdrawal in my account 3 minutes after I asked. pole stars is a joke and everyone that works there needs to go back to grade school learn simple grammar and math. I have never seen anything so unprofessional.

If the KYC issue has now been resolved, then hopefully it’s only a matter of time before you receive your money and hopefully not too much more time.

After everything you’ve already been through and how long you’ve been waiting, I’d be very glad to see this finally resolved for you.

So after waiting over 100 days and being put through hell I was sent $750.00. I have an email saying they will process my payment as soon as I pass Kyc. I have been arguing the amount they owe me the entire time as well with no reply. I have a screenshot of my last amount when I signed out before they banned me. That is what they owe me plus 3 pending withdrawals of 750.00 each. So $11,103.89. This casino is not very kind. They are sneaky and they lie to you every chance they get. I have also attached the terms and conditions I read prior to signing up on their withdrawal policy. I hope you guys look into their unfair treatment and give a rating accordingly.The way they are treating me is only making them look so shady I don’t understand the logic?

To be honest, I don’t really have much more to add at this point. I understand your situation, and we’ve already discussed it several times. I also don’t really understand why the casino keeps dragging this out for so long in my opinion, it has already taken far too long.

Barbora is doing what she can in your complaint and keeps asking the casino specific questions so that their replies are not just general statements. Unfortunately, how the casino chooses to respond and how quickly they provide the requested information is not something we can control.

So I understand what you’re going through, why you feel frustrated, and why you see the situation the way you do. But even though I don’t like saying it, it’s quite possible that you may still have to wait a little longer before all of the money reaches you.

I am just curious after seeing how they treat legitimate winners will you change the rating on your site. The point in playing is to win. This hardly feels like a win. After promising me they would process my payment they send $750.00. Not even 10% of what they owe me.

The Safety Index changes according to our internal processes. If the casino doesn’t properly address a complaint and the case ends up unresolved, then this can have an impact on the casino’s rating. On the other hand, if the casino resolves the situation, then there may be no such impact.

You’ve already described the whole situation here on the forum as well, so other players can read it and form their own opinion about the casino.

If this turns out not to be an isolated case, but rather something that keeps happening over a longer period of time and affects other players too, then we can consider whether any further steps are appropriate, such as a warning or another measure on our side.