The player from Austria was blocked as a result of identity theft suspicion. We ended up rejecting the complaint as the casino provided us with evidence supporting its claims.
Polestar Casino - Player's account was blocked.
Amount: €4,300
Polestar Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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1 year ago
Translation
had 4300€ in the account had 1500 outstanding payment and what happens they block me and don't open my account again and come back to me with you have sicj logged in with another mobile phone because that is not allowed and that's why i was blocked the biggest rubbish and i hope the kroefen get all their punishment from god these disgusting bastards
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1 year ago
Dear mihaelstnc,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Whose phone did you use? Does this person have an account at this casino as well? Could you please advise if you passed the KYC verification before you were blocked?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
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I successfully completed the KYC check before the blocking yes. i verified myself with my face and passport i did everything you told me everything was correct.
I played without a bonus, deposited 400 euros and played my way up to 4300 euros, which I then slowly paid out.
The casino has a 24h withdrawal limit of 500 euros so I had 1500 outstanding withdrawals for 3 days. I was told the money would be sent straight to my account which I was happy to hear.
After 2 3 hours I get an email saying you have logged in with a third party and we are not fooling around blah blah blah. i have often played at rabidi casino from the same provider and i have often played with my own private mobile phone. better said, i always made my payouts with one cell phone after a while and with the other cell phone i only played casino games and played my way up to 4300 euros. that's it, I didn't do anything wrong. this is derren concerns that I was blocked simply for no reason. I have seen from several people that rabidi and estolio so they work together this kind of thing happens very often when a player has big money and is ready to withdraw the money to his card they caisno just block the account with any reason they can find or the withdrawal not want to pay out for a very long time.
I've tried many things, I've always written to them via live chat and email, I almost always got the same answer, they never answered me pwr live chat email. So yes, I was just fooled by this shit provider Rabidi. just ridiculous. this money is a lot for me. I need the money to pay off my college abb. I was really happy but then they just crushed me on the ground when I saw it.
Best regards
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1 year ago
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That was my own cell phone, I have a work cell phone with what I work and a private cell phone and I only used the work cell phone for the payouts and my own private cell phone for games. THESE WERE BOTH MY PHONES. I didn't give my account to anyone else, it was my own.
and with this person no she doesn't have an account because that was my own cell phone that was all me alone. And that's the reason why the casino banned me and doesn't want to pay me €4300. They don't want to pay out so much money because it's too much for them I think that's why they're looking for some excuse to block my account and I don't have access to anything anymore. They don't reply to my emails anymore.
Rabidi nv biggest scam
I ask and I would be very happy if you solve this case for me and pay me the money, I would be really happy. Because I need the money, I'm in need of money and I don't have any more money.
Their terms and conditions state that they are not allowed to block my account if I still have money on it, they are not allowed to do that. I didn't commit any fraud or anything.
3.8 Terms and Conditions can be read at Polestar casino.
It's really cheeky. I was so happy to finally have a lot of money again and what happens they don't pay me my money and I also had 2800€ on my account. I have already paid out €1500 and it should be arriving by now. Scamm and fraud site Rabidi sad simple.
I was really disappointed and felt like shit and couldn't breathe because I lost a lot of money lately but I need this money in my account. Thanks
Best regards
Michael
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1 year ago
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Can you please answer I'm waiting a long time for an answer
Best regards
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1 year ago
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How long do I have to wait for the answer
Kind regards
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1 year ago
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So I explain you the expiry of my account,
I earned money, so I deposited 400 euros and gambled myself up to 4300 euros. I was told I have to verify myself, I did and was successfully verified. Since then I have had 3 outstanding payments on my account, totaling €1500. I couldn't withdraw anymore because that's the limit and they didn't want to process the withdrawal. I was then told the withdrawal is being processed and will arrive in your account as soon as possible. What happens after the chat 2 hours later. Write me an email with this content:
Hello Michael,
Thank you for contacting our Polestar Customer Service.
We would like to inform you that your account is closed for cooperation with other customers or third parties in accordance with the conditions 9.1. This includes, without limitation, playing on behalf of others, sharing information, collaborating or coordinating with others.
What is completely wrong is that I very often play with 2 mobile phones myself because I use one more often for private things and the other for work. So I always made payments on one cell phone and just played on the other. Now I'm being accused of giving someone my own casino account details when it's all my own mobile phones and I've done nothing wrong.
What I have to mention is that I have played many times with the same provider on other websites and I have used my other phone so many times and I have never been accused of anything wrong. But now at such a high amount.
What the casino did after the email. They closed my account and sent me an email on Monday 4 days ago that they had returned my initial deposit, so only €400. (To date I still haven't received any money not even the €400 which the casino told me it will arrive).
Conclusion of the whole:
They just accused me of something I always did for no reason and they don't want to pay out my money because it's a higher sum 4300€. I believe they are just a scam and whenever a player wants to withdraw higher amounts something happens and the casino bans you or doesn't write you back.
I have tried everything and have written to everyone from rabidi and from the casino but no answer. I am very sad that something like this happened to me with such a large amount. I need the money urgently because I'm in need of money and in this situation in life I don't have that much money.
I hope you help me with this case
Best regards
Michael
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1 year ago
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Hello, Kristina I am writing to you again about the case, I wrote to the live chat and they once again refused to help me. You can see from the pictures that they clearly don't want to open my account for me. I explained very nicely and in the end they always end the chat and I didn't get any further.
I ask you to help me there for me it's a lot of money and I would be very grateful.
Best regards
Michael 
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1 year ago
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Dear Kristina,
the case is still open for 15 hours, i hope you have looked at what i have sent and written to you. I want an opinion from the casino because they just won't text me back.
Best regards
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1 year ago
Thank you for your reply, mihaelstnc. Do I understand correctly that you have always been the only one who had access to both cell phones, and no other casino account was created and used from any of the devices?
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1 year ago
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Thank you for your reply Kristina
Yes exactly, these are both my phones and I only created one account at Polestar Casino. I have not given my details to any third party or anyone else but I am accused of doing this when I didn't do it.
I just used both phones for my Polestar account and that was it.
I hope for a quick answer because I need the money. Whole 4300EUR were not paid to me.
Best regards
Michael
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1 year ago
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Update on the case, only the deposit amount of €400 has now been returned to me.
That means you still have to pay me €3900 so that I can get my entire credit balance.
Best regards
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1 year ago
Thank you very much, mihaelstnc, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hi mihaelstnc,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Polestar Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
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Hi Peter,
Thank you for taking the time to look at my case.
Best regards
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1 year ago
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Hello could you write to the casino as I am under urgent pressure for the money. I need it because I have a lot of debt. I hope you help me. Thanks
Best regards
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1 year ago
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It is clear that the Nabitere Rabidi nV does not answer, just like me.
I don't think it's fair how this casino is still open and all players can deposit and play there. I think this is a complete scam because they treat their players unfairly. You can see that Polestar Casino does not answer when they have to pay me €3900 from my account that I had. Ridiculous really. I'm just sad that the money is being taken away from me and other players unfairly even though I HAD 3900€ IN THE ACCOUNT AND I WAS BLOCKED BECAUSE I LOGGED IN WITH MY OWN MOBILE PHONE.
I have now written to a Youtuber I don't want to name, he advertised Rabidi Nv casinos and he told me that this has never happened before and that he can't even help me himself because nobody is available there. I'll try to open a court case. Casino Guru may I open a court case against the Rabidi company that you have to pay me 3900€ or would something like that not be possible because the company does not answer anyone or is not available.
Best regards
Michael
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1 year ago
Hi Michael,
Unfortunately, we still haven't heard from the casino. We need some response first in order to make progress here.
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1 year ago
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Yes, why doesn't the casino write?
Why don't you want to write to anyone. I need my money finally what's that supposed to do. I'm freaking out. I'm in debt and have money problems. I want Das Casino to finally pay me my winnings. I've lost so much the last few days it can't be the exact place I need the money that casino won't pay out. Please help me I need the money.
Best regards
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1 year ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Dear Michael,
First of all, if you have debt, playing in a casino is not a solution. If a gambling problem is involved, I suggest you visit one of the following websites:
https://www.spielsucht-therapie.de/
https://www.begambleaware.org/
Secondly, I already contacted the casino, however, I can't force it to reply. Most of the casinos reply within two weeks, so right now we have no other option but to wait.
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1 year ago
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Ok thanks for the reply, I wanted to stop playing after making this win at the casino. But they don't pay me. And block me for no reason.
Best regards
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1 year ago
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Since I probably won't get the money from the casino, I doubt that I want to live anymore. I gambled away my last money. I need this 3900€ from the casino. I want you to finally pay it off it's just sad what happened to me.
I won't live if I don't get the money because I have no hope in life anymore. If I got that money I would stop playing because that's a lot of money. Unfortunately the casino doesn't want to pay out the money which I just find weak and sad from Rabidi. I hope they get their punishment. I don't think that's normal anymore.
I can't put into words how I'm feeling right now. Every single person has cheated me or lied to me, the casino even none of them want to give me back my honest thing like the money at the casino.
i hope the casino will write back and pay me if not i will take my life. I do not want to live anymore.
Best regards
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1 year ago
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Rabidi NV scammer was ripped off for the 2nd time. Sad this company. I want you as the Casino Guru team to badmouth the whole of Rabidi NV as this is no longer normal what is happening. They screw all the people and just don't pay out any money.
I ask to do this because the company Rabidi NV are just scammers.
Best regards.
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1 year ago
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I would love to start swearing because I just have so much anger inside me because of those bastards you disgusting people like you pulled me. You disgusting...
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1 year ago
Dear Michael,
I received a response from the casino by email. The casino provided evidence suggesting that your email address was already registered in a sister casino with a different name. This is the reason why your verification failed. The casino stated that your deposit was returned, is that correct? Secondly, you repeatedly mentioned playing from your phone. What was the casino's accusation regarding your phone and/or phone number?
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1 year ago
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Does the casino want to accuse me of blocking my account somewhere else with the same email and not paying out all my money? Is that the reason all of a sudden? I was never told anything about that.
It was only mentioned that I violated the terms and conditions because I logged in with a different cell phone although I had done this so often at other sister casinos of which I was not accused of anything. I didn't have that much money there either.
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1 year ago
Dear Michael,
You just confirmed that you were the only person who has access to the aforementioned email address and that the other account in the sister casino was yours. The problem is that the other account is registered with a different name and it was verified. Basically, this suggests that your account in Polestar was registered with someone else's email address. That's the reason why the casino canceled your winnings and gave you your deposit back. I'm afraid I won't be able to help you with this one. The rules and laws regarding identity theft are very strict and the casino has to follow them. Since there are signs of a gambling problem in your case, I strongly suggest you visit the websites I mentioned before:
https://www.spielsucht-therapie.de/
https://www.begambleaware.org/
I wish I could be of more help.
Best regards,
Peter
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