Polestar Casino - Player's account closure is delayed.

I sent an email to the casino on 5.2.2025 that I want to close my game because I have a gambling problem. They replied on 6.2 that by replying to their message I will ensure the account closure. I replied but nothing happened for over a week. I sent several emails about the matter and asked about it in the chat. However, nothing happened. Since I have a problem, I played more because my account was not closed despite requests. Today the casino only closed my account after I asked for it again many times. They did not take any responsibility. Is this going to be okay if they are a responsible casino?

Dear Heiii,

Thank you very much for submitting your complaint. I’m sorry to hear about the delay in closing your account and the difficulties you’ve experienced.

1. After reviewing the communication you forwarded, it seems that you requested the closure of your account on February 5th, 2025, but did not mention a gambling problem specifically in your request.
2. The casino replied on February 6th, asking for more details, but they only closed your account on February 14th, after additional follow-up from you.

Casinos typically require a clear reason to process such requests, especially when it comes to responsible gambling issues. Without specifying a gambling problem or self-exclusion request, they may not have considered the closure as urgent. It’s possible that if you had mentioned your gambling concerns more explicitly, they would have acted sooner.

• Could you confirm if you provided any more details regarding your situation after their request? This would help us better understand how the casino responded to your initial request.

Your cooperation is vital for us to proceed with this matter and ensure the casino followed appropriate procedures.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hi, I have reported a problem with the game in the chat and also by email. The casino website promises that the account will be closed within 24 hours of the request. It also says that the account can be closed in the chat, but when I tried to do it through the chat, I was told that it would not work.

They also said in the chat that I should apply for compensation.

Hi Heiii,

I’ve created a timeline based on your messages, and I would like to confirm the details with you to ensure we have everything correct:

• 5th February: You first mentioned you played too much and wanted your account closed.
• 6th February: The casino responded asking for the reason.
• 8th February: You followed up, asking why your account wasn’t closed yet.
• 14th February (10:30 AM): You followed up again, mentioning your gambling problem and asking why your account still wasn’t closed.
• 14th February: Your account was finally closed.

Could you please confirm if this timeline is accurate? If any details need adjustment, kindly let me know so we can proceed accordingly.

Thank you in advance for your reply and cooperation.

Hi, I sent the first message on 5.2 and the casino replied to me on 6.2, to which I replied to them on 6.2 that I want to close my account because I have played too much. After that I only heard from them on 14.2. I asked several times in the chat when the matter would be handled. I also sent an email. On their website it says that you can close the account in the chat but it didn't work, it had to be done by email. In the chat they also said that you should ask for compensation. However, it was not granted

Hi Heiii,

Thank you for confirming the timeline.

• Could you please confirm when you made any deposits after 5th February 2025?

Looking forward to your reply.

Hi, I made the following deposits on 14.2.2025. I lost all my money and contacted the casino again and asked why they hadn't closed my account on 5.2.2025 when I asked. However, the receipts show the date 17.2 even though the deposits were made on 14.2.

Hi Heiii,

Thank you for providing additional details.

Based on the information you shared, we see that you first explicitly mentioned a gambling problem on 14th February, and the casino proceeded to close your account the same day. Given that only a few hours passed between your first mention of a gambling problem and the account closure, we consider this timeframe to be a reasonable response from the casino.

Please also keep in mind that the casino asked for the reason for closing your account on 6th February, and at that time, you only mentioned playing too much. Not every player who plays too much necessarily has a gambling problem, so the casino could not have known this was the reason for your request earlier.

For the future, we strongly recommend being as clear as possible when requesting self-exclusion due to a gambling problem to ensure immediate action. If you need further assistance, feel free to reach out.

Please let me know if there's any information I've missed, but unfortunately, I will have to reject your complaint as unjustified. I truly wish I could offer more assistance.

Thank you for your understanding, and I look forward to your reply.

Dear Heiii,

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.

Dear Heiii,

After reviewing your case, we consider the casino's response reasonable. You first mentioned a gambling problem on 14th February, and your account was closed the same day. When asked on 6th February, you only stated playing too much, which didn’t clearly indicate a gambling problem.

To avoid delays in the future, we recommend explicitly stating gambling issues when requesting self-exclusion.

We are closing your complaint as unjustified. Thank you for your understanding.

Best regards,

Petronela

Casino.Guru