Polestar Casino - Player's balance confiscated due to bonus terms confusion.

Hello, I am a casino player from Greece and I would like to discuss my problem with this casino, which may very well be a huge scam. Rather than beating around the bush, I'll begin my story from when I joined the casino and deposited money to get my bonus. Unfortunately, I lost it all. After two days, I received a message informing me that I had another bonus opportunity, inviting me to deposit money again in order to get a bonus deposit. Fast forward two days later, I decided to redeem the bonus from the message on my mobile. After depositing money and activating my bonus, I was in the middle of a game when suddenly my account balance, previously at 100€, was reduced to zero. I reached out to the customer service to discuss this issue with a representative. To my surprise, I was told that the bonus I had received was only valid for two days from the moment they sent it, not from the moment it was activated. This was utterly frustrating - who can reasonably expect to wager a bonus with x35 terms within just three hours? What is happening here is completely unacceptable and I demand that it be condemned. Adding to my frustration, the customer service I received was incredibly rude - I spoke with three different people, all of whom ended the conversation abruptly, and all of them told me that the issue was my fault according to their department, claiming nothing could be done. If this is indeed the case, then why wasn't there a warning when I activated the bonus, alerting me that my balance would be nullified after three hours? This is completely unacceptable, and I strongly advise everyone to steer clear of this casino.

Dear voyltsos,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Polestar Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please specify how much you deposited in the casino?
• Could you please advise how the casino informed you about the specific bonus conditions? Please send me a message with the bonus offer. Post it here or send the information to my email at tomas@casino.guru

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,

Tomas

Good evening Mr. Thomas

I deposited the amount of €40 and by activating the bonus I got only €40, a total of €80 for play.

They informed me by message on my mobile I am sending you the SMS, In which I do not write when some condition

This is the reply I got in an e-mail from the casino just now, while I never said I lost profit on a round I told him repeatedly that while I was playing they took the rest away from me. Below is the casino's response:

Dear Panagiotis,

Thank you for contacting the PolestarCasino support team.

We would like to let you know that we have reviewed the round you reported to us and can confirm that it has been settled correctly and there is no missing profit.

...

If you have additional questions, please do not hesitate to contact us via email support@PolestarCasino.com or via Live Chat.

Yours sincerely,

PolestarCasino Support Team.

I HAVE BEEN CREDITED BONUS 100.09 EURO BACK, THANK YOU CASINO GURU THOMAS SO MUCH.

Dear voyltsos,

I'm glad to hear that the casino decided to recredit your bonus funds in order to give you a chance to play with the bonus. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru