The player from Germany had contacted Polestar Casino multiple times about his winnings of €200.33, which he hadn't received. Despite frequent assurances of receiving the funds in three business days, the payout had been significantly delayed. The player mentioned that his withdrawal requests had been repeatedly cancelled, forcing him to contact customer service each time. The casino had suggested the player use a different withdrawal method. However, the player did not respond to further inquiries from the complaints team, leading to the complaint being rejected due to lack of communication.
Polestar Casino - Player's payout is severely delayed.
Amount: €200
Polestar Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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4 months ago
Translation
Dear Casino Guru Support Team,
I have contacted Polestar Casino over 20 times. Please inform me about the current situation of the amount of money of 200.33 euros that I won some time ago. So far I haven't received the money in my bank. Every time I try to get the money there seems to be an obstacle. Why is it so complicated to get the money I win? I looked at Guru Casino reviews and it looks really bad.
Every time I contact their customer service, a representative checks the situation and then tries to console me by writing that it will take three business days. But this is the 10th time I've written to you and each time it takes 3 days. It takes so much time.
Best regards,
Jakkawan N********
Edited by a Casino Guru admin
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4 months ago
Dear jakkawanniyompong39,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Do I understand correctly that your payment is still pending inside the account without being processed?
- Could you please specify how many days ago was your withdrawal requested?
- Was your account successfully verified already?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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4 months ago
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Ladies and Gentlemen
The thing is, customer service keeps confirming that I will receive it in 3 days. Then 1-2 days later you get an email saying it was canceled again. Then every time I'm forced to contact customer service, only to repeat the vicious circle.
Thank you for your support!
Best regards
Jakkawan
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4 months ago
- Can you please clarify the number of days that have passed since you initiated your withdrawal request?
- Has your account undergone successful verification?
Thank you.
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4 months ago
Translation
Ladies and Gentlemen
Several times three days have passed after each withdrawal request. On the second or third day after the application, the message comes that the payout has been canceled, as was already attached as a screenshot in the previous comment. After such a cancellation, I repeated the process several times and waited again.
Since I opened the case on Casinoguru, I have not tried to repeat a withdrawal request again because it will probably be canceled again after 2-3 days as usual.
Many thanks for the support. Merry Christmas.
Best regards
Jakkawan
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4 months ago
Hi jakkawanniyompong39,
- I'm sorry but I still do not know when exactly you requested this withdrawal. Could you please specify the exact date?
- Have you completed the account verification successfully?
Thank you.
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4 months ago
Translation
Hello,
I have requested the withdrawals several times. The last three attempts were on 12/4/23, 12/5/23 and 12/7/23.
Verification is not possible on the account. I just asked chat support again. He said it would only be necessary if the casino required verification, which is not the case at the moment, see attachment.
Thank you and happy new year 2024.
Best regards
Jakkapan
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4 months ago
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So, I just ordered the payout again (January 2nd, 2024). Hopefully it will work this time. I'll wait again.
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3 months ago
Hello jakkawanniyompong39,
Have there been any developments since our last conversation, please?
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3 months ago
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Dear Casino Guru Team,
Unfortunately everything was canceled two days ago as usual.
Thank you for your support.
Best regards
Jakkawan
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3 months ago
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Here is a screenshot of the cancellation.
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3 months ago
Thank you very much, jakkawanniyompong39, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.
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3 months ago
Hello jakkawanniyompong39,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Polestar Casino,
Could you possibly provide additional information regarding the repeatedly canceled payment and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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3 months ago
Translation
Hello Michal, thank you for your support and I am very excited about the next steps.
Thank you very much!
Jakkawan
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3 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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3 months ago
Dear customer,
Thank you for reaching out!
We are sorry to hear you are experiencing difficulties with your withdrawals.
We kindly ask you to request the withdrawal through a different payment method, such as Bank transfer, E-Wallet or Cryptocurrency.
Let us know if the problem persists.
Sincerely,
Polestar Administration
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3 months ago
Translation
Dear Polestar administration,
I have just ordered the payment again. Please finally release it this time.
Best regards
Jakkawan 
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3 months ago
Dear jakkawanniyompong39,
Please keep us updated here in the thread in regards to your payment request. I hope that your issue will be resolved soon. We are looking forward to hearing from you.
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