The player from Greece had won 700€ at an online casino but was unable to withdraw his winnings due to alleged incomplete bet amounts. Despite numerous interactions with the casino's live chat and playing additional games as suggested, the payout had not been processed. The player had been directed to the casino's finance department but received no response. After a month of back and forth communication, the player had finally received his winnings. The casino had acknowledged the delay in the payout process. The complaint had then been resolved and closed.
Polestar Casino - Player’s payout has been continuously delayed.
Amount: €700
Polestar Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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3 months ago
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On 27/01/2024 I won 700€ in the casino and in particular in the game Dragons pearl..Already on this platform I have made deposits of 270€...After the success of the 700€ I made a withdrawal process and from there a calvary begins..It showed me an error that I have not played the amount of the bet..I talked to live chat and they told me to play 46€ more to complete the bet and I will be able to withdraw..I played it but again nothing...I was told again to play 38€ even that it will happen…Again NOTHING….After talking several times they told me to play another €29, in the end they apologized and told me that they made a mistake about the bet amount and that I was done!!!!!!Then they told me to change browser..Again nothing..Then they told me to clear the history in Chrome...Again nothing...Finally after playing in vain the money told me that they can't do anything and that a manual withdrawal has to be done which will take care of the issue finance department…I have sent 3 emails and have not received any response till today 31/01/2024…!!!!!!So today I contacted the live chat again and if possible!!!!!They suggested me to replay the bet that I have to withdraw!!!!! I have talked to more than 15 representatives and every time they tell me different situations!!!
For all this I have everything in screenshots and I can make them available everywhere and always!!!! I have been registered with betting companies for many years and in fact I have made and am making large turnovers...!!! Such treatment, inconvenience and bad information is the first time I have encountered !!!!!
I'm trying to get my money and I can't find contact!!!I am sending you some of the pictures!!!!!I have all the chats…
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3 months ago
Hello nikolakis68,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Polestar Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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3 months ago
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I haven't gotten a clear answer about the verification either after repeated questions...I was told that it is not needed for now but it may be needed in the future..I imagine how much more delay I will suffer...I am also sending you a photo from my profile...
The profits of €700 are from net deposits without bonuses and I talk to the casino every day and every time there is no clear answer they refer me to the finance department which I told you I have no information about... I repeat that every time they tell me to bet amounts that if if I listened to them I would lose all my winnings… In the end they apologize and tell me you are right you don't need to bet…
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3 months ago
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There is not a simple update 7 days now……
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3 months ago
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I have asked them until today February 3, 2024 to do identification to speed up the withdrawal and they keep telling me that for now it is not necessary... Every time I talk with the live chat unfortunately they ask me to analyze all the history from the beginning and after there is a discussion for some time they come to the conclusion that I have to wait from the finance department... The saddest thing of all is that I don't have any information until now!!!
Thank you in advance for your support..!!!
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2 months ago
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10 days…..!!!!!!The incredible hassle and desired delay continues…..
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2 months ago
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14th day and the suffering continues…I have no communication!!!!
Please help me to get my money..It's sad that they accept people's instant deposits and create such problems and delays for a withdrawal….!!!!!!!!
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2 months ago
Hello nikolakis68 and thank you for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 months ago
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Thanks…Hope it helps this unprecedented situation happening…15 days without any notice and my money is still in…..
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2 months ago
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What impresses me the most is that one of the many emails I sent is that I wanted a correction to the personal information that was made wrong... In the gender, the word woman was entered incorrectly instead of man....
And the infuriating thing is that this was fixed, so they read this particular email like the rest but never responded to the issue of withdrawals.... I am sending you this particular email below..
15 days and there is no communication... I spoke again with the live chat and they tell me the same things, like automated messages....
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2 months ago
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From 27/01 when my problem started until now 12/02 I have all the conversations of the representatives of the live chat at your disposal.... These are unprecedented situations that as a customer of many betting and casino companies I encounter for the first time.... I asked for identification ME with enough pressure of my own to do after 10 days and they told me that for now it is not necessary...Imagine that I may need to suffer even more in the future!!!! if something happens, they told me to send to support@polestarcasino in their finance department my details without official documents, so just in writing..I am telling you again with my trial prompt!!!!!I have it in a screenshot..!!!!I have never experienced this before...So after I did it but I also sent official documents with my trial again on my initiative and I have sent 6 emails in total up to now that I am writing to you I have not received the slightest update!!!!! I should also tell you that I have received more than 15 times the notification that they will contact you as soon as possible and that i will get my money….NOTHING…!!!!Let me also tell you that while we are chatting they abruptly close the livechat and kick me out because i always push them politely!!!The worst???Every time i have to tell the whole history from at the beginning and every time they conclude that they put it as urgent and it will be solved.... 17 DAYS now NOBODY has contacted me! Every day I chat with livechat, there is no agreement, on the one hand they tell me that they cannot contact the finance department and the else they tell me that we have contacted the department and it is a priority....!!! Absolute inconvenience and my money remains there!!!!
So you understand what cooperation you are asking me to do when on the other side there is no clear and essential communication!!!
Not to mention again the amounts they asked me to play at the beginning to supposedly complete my bet and finally they apologized to me because it was a mistake after all...One to play 46€, the other to play but 38€, then 29€ and nothing happened and I couldn't get my money again.... The whole history is in screenshots....
I hope the matter will end properly and not happen again to another person... It is a shame to put our money, the deposits are made immediately and there is such inconvenience and bad treatment for withdrawal!!!!
THANKS again for everything…!!!!!
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2 months ago
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they closed the chat themselves once again…
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2 months ago
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So I will write here the various and strange versions from the first moment I requested a withdrawal and of course below I will send you as many screenshots as I can to prove to you that my words and my unprecedented suffering are true... Take care... I am not so worried about delay which of course does not make sense but the very poor information and communication...
So when I requested my withdrawal of €700 it started an incredible situation telling me that I have to play an amount to complete my bet…I was told €46…Nothing..Then I have to play €38….Nothing…Then €28. .In the end they apologized and told me that they made a mistake and that I had completed my bet… UNBELIEVABLE????
So the days passed and they told me that I should clean Chrome and that I should change the browser... I did it... Of course, nothing again... The days passed, I sent emails indignantly, no answer... So at my own prompting, I told them to I send my details for identification and for faster withdrawal and they tell me to send them just by hand to the finance department!!!!!!!I ask them just like that without official documents??? They say yes…. and with official documents.... Of course I never got an answer.... I have sent them 6 emails...!!! 19 days to date I talk daily with livechat and we conclude since they have to see all the history again that my issue will be resolved as soon as possible and how it's a priority!!!!!!19 days…!!!!From 27/01/2024…..I can tell you how many times I was blocked like that suddenly and had to write them all over again ….Also some representatives told me that they do not have communication with the relevant department and some others that they speak directly with the finance department and see my issue…..Tell me after all this what to trust, what to expect and how to process this the situation…..?????So I am sending you below as much of what I have told you so that you may believe that my words are true….
My money, the money I won while of course I have made deposits of almost €300 are still in there and I am still waiting to get them... Why? I have never experienced such a situation before while I am a customer of several betting companies...!!!!!
Thank you and I am sending you screenshots but unfortunately for you they are in Greek...
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2 months ago
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€500 was deducted from the €700 in my account... I don't know why and I have no information about anything... I hope the reason is that the withdrawal will be made for the €500 because as they told me I am on level 1 and that's how the regulations are....
Expect…..
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2 months ago
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To be honest as always in this discussion I just saw this listed on my account and I am waiting…..Hopefully no more obstacles..!!!!
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2 months ago
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I just finally received the 500€ in my account...I told you that whatever happens I will be completely honest....But....!!!!!!!!
For the remaining €200 I spoke with livechat again and because it gives me an error again when withdrawing I will have to wait for the finance department again for a manual withdrawal…..I mean????Another 20 days?????
Oh no, guys, I don't want to believe it...
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2 months ago
I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.
Dear nikolakis68,
I am so sorry to hear about your problem. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Polestar Casino representative to join this conversation and participate in resolving this complaint.
Dear Polestar Casino,
Could you please comment and provide any supporting evidence to better understand the issue? My email address is petronela.k@casino.guru.
Thank you in advance for providing the information.
Kind regards,
Petronela
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2 months ago
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You have read the entire history and drawn your own conclusions...Even more specific reports are made on the forum....There is 200€ left that from what I can see I will suffer all this delay and inconvenience again....Our deposits are absorbed immediately...Why? such a delay in withdrawals????How can I have confidence to bet my money with such situations…???I am waiting again from the beginning to get the last €200…My money!!!!!
Two very major problems I am facing…..Unbelievably late withdrawal and very poor update and help from live support…It works completely independently of the finance department..There is no communication…!!!!
Unfortunately..!!!!
Thank you Petronela for the help….
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2 months ago
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Read on in the screenshots and draw your own conclusions...!!!!!!!!
I ask them what is happening with the withdrawal of the remaining €200 and they tell me that 4 days ago we got your details, please be patient!!!!!!!!If it is possible????But I have already withdrawn I am writing to them do you have my details……I mean every time I withdraw I have to send my details with documents??????……And they blocked my chat……It is really UNACCEPTABLE BEHAVIOR….!!!!!!!!!
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2 months ago
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UNBELIEVABLE SITUATIONS….One month now they are processing…..and processing…..and processing a withdrawal……!!!!!They are already shutting me down because they are changing shifts and all over again to explain!!!!!!!!
ONE MONTH TO GET MY MONEY!!!!!
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2 months ago
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My account just reset and I'm waiting to see what happens…..
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2 months ago
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My money went into my account! I told you that everything happens and every new development will be made public. with my own persistence we managed to get what???The money that belongs to me!
A complete approach-update will follow later and everyone can decide whether they should trust Polestar Casino or not…..
Thanks
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2 months 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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2 months ago
Dear Customer,
Thank you for reaching out!
We apologize for any inconvenience caused by the delay in payout of your withdrawals. As you mentioned, the entirety of your winnings have been paid out.
Please let us know if we can help with something else.
Sincerely,
Polestar Administration
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2 months ago
Thank you, nikolakis68, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
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2 months ago
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Petronela Thank you..Yes the complaint can be closed..I got my money with hard work and many pointless conversations.This is the result.Of course I don't recommend any of my people to trust their money, since to realize and completing your withdrawal takes so much time and hassle. It's a shame to want to play and wait a month to see your money in the account!
Let everyone see the history and decide…
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1 month ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, nikolakis68, for your cooperation and 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
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