Polestar Casino - Player's multiple withdrawal attempts have been canceled.

They are COMPLETELY UNACCEPTABLE. Each representative tells you different things and whatever they want, I have tried for the fourth time to make a small withdrawal and they cancel it without exactly having a reason, telling me that my bank is at fault while I play at ten different casinos and I've never had such problems. As soon as I tell them, they always respond "the money has returned to your account" as if to say: only here can you keep it. Truly a very poor casino

Dear nikosxalk420,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

It's important to understand that the casino doesn't have complete control over the payment methods that are offered. There are several factors that can affect this, such as the licensing authority, geographical location, contracts with payment providers, and bank restrictions. Additionally, payment methods can be discontinued at any time, and unfortunately, casinos may be limited in their ability to offer certain payment options to their customers.

Have you made any successful withdrawals from this casino before?

Could you please advise if you have been informed about any alternative method to withdraw your winnings?

Was your account verified successfully?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

This is the 4th time I've tried to withdraw, I've never done anything from there before. He won't let me pay in any other way, only by bank transfer. Also verification doesn't let me do and want. It is as if they themselves choose when you will do it. Every representative I spoke to told me that my withdrawal has been completed and I will see the money in the bank shortly. After 5+ days I received an email saying that my withdrawal was canceled without any reason.

I have played in countless companies and I can tell you with great confidence that I have never seen these things before, from the reception to the identification, this company is a zero. There are casinos where you can win six figures until the morning is in your account by email etc.

Tell me, have you ever seen something like this before? 🤔

Thank you for the screenshots. You stated in your first message that your requests get canceled by the bank. Could you please send me any relevant communication between you and the casino regarding the canceled payments? My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.

Unfortunately, I didn't take pictures of the conversations because every time they told me that they would come in and they would come in, so I left it and just left.

In fact, the other day I asked a representative in the morning about my withdrawal, he told me that it had been completed and after a quarter of an hour I received an email saying that it was cancelled. I don't even want to enter the chat again. It's just a joke

Is there any explanation in the email you received yesterday as to why your payment was canceled?

You will tell me, do you see anywhere specifically that they tell me why my withdrawal is cancelled? 🤔

Thank you very much, nikosxalk420, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you nikosxalk420 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Polestar Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Thank you very much, I hope you find a solution and I hope we can prevent other players from putting their money in this company.

Yesterday I sent them again and got a letter but the same and the same, "your bank has a problem" 👀👀

It should be noted that today I went in to see and they canceled it once again*

Dear Customer,

Thank you for reaching out to us.

We sincerely apologize that you have difficulty in withdrawal. In order to resolve your matter, we have decided to payout the withdrawal manually and therefore we kindly request you to provide us with your Greek bank details:

Full Name (please include all names including middle names)

E-mail

Bank Account’s Owner name

IBAN/Account no.

Bank Name

Bank location (Country)

SWIFT/BIC

Please send the bank details via email at support@polestarcasino.com. Thank you for understanding!

Best Wishes,

Customer Service

To see you

The money went back into the casino though, I hit withdraw again and do what you think

I beg the casino guru if they get me to delete my post

Please the cazino guru team delete the post, the money came in but without you I doubt it would work

Thank you very much

Dear nikosxalk420,

I'm glad to hear that your issue has been resolved successfully. 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 any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter