The player from Germany has deposited money into casino account but the funds seem to be lost. Player’s complaint has been resolved successfully.
Polestar Casino - Player’s deposit has never been credited to his casino account.
Amount: €80
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
80 Euro credit loaded with Paysafecard and no credit received. I've been waiting for my money for over 24 hours. Already contacted Paysafecard, they have confirmed to me that the money has been sent and the transaction is complete. Then I am put off in this casino with "The finance department is checking" and "We haven't received the money yet" what a bullshit. Again and again copy & paste texts. They got the money long ago, but they simply refuse. Scammers - Beware!!!
Automatic translation:
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1 year ago
Dear nickelback92,
Thank you very much for submitting your complaint and forwarding your payment receipt. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider as you did already. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to you or credited to your casino account.
Could you please advise if it was your first deposit attempt in this casino?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
Hello,
Yes, that was my first attempt to deposit there, I had just signed up for the first time.
Regards
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1 year ago
I fully understand your frustration, nickelback92. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 26 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.
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1 year ago
Translation
The casino has now credited the contribution to my account. The case can be deleted.
Many Thanks.
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, nickelback92, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
