The player from Germany has deposited money into casino account but the funds were not credited correctly. We rejected the complaint because the player didn't respond to our messages and questions.
Polestar Casino - Player’s deposit has never been credited to her casino account.
Amount: €100
Polestar Casino
Safety Index:Above averageSafety Index
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7.8
Polestar Casino has a Safety Index of 7.8, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
On February 16th, 2023, I deposited 100 euros there via immediate transfer. Even 24 hours later, this amount has not been credited to my account. They always tell me to wait 2 hours and then it will be there. It's been 1 day now and I'm not getting any clear answers in the chat. I have sent a bank statement many times. In the process you can see that this money has been paid in and yet it is not credited to me. I think it's a bottomless cheek that you are thrown out in the chat because you ask about it and you don't want to deal with anyone.
Then it is said that deposits via third-party providers take longer. How can that be??
Automatic translation:
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1 year ago
Dear elle2203,
Thank you very much for submitting your complaint and for 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. 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 depositing 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 credited to your casino account.
Could you please advise if it was your first deposit in this casino? Have you contacted your bank already? Ideally, they should be part of the investigation.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Public
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1 year ago
Translation
This was my 2nd deposit. The first was credited after a few hours. That's why I decided to use the Sofortüberweisung for the 2nd deposit. And as you can now see, the money doesn't really matter.
Automatic translation:
Public
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1 year ago
I fully understand your frustration, elle2203. 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 25 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.
