The player from Germany reported missing winnings from free spins on the 'Railroad' game, with a total win of approximately €230 not credited to his account. He had attempted to contact support multiple times and had not received adequate responses, which led to frustration. The Complaints Team was unable to continue the investigation due to the lack of requested game history or sufficient evidence to support his claim. As a result, the case was left unresolved, and the player was advised to follow up with the casino for the necessary documentation.
Polestar Casino - Player's winnings from free spins are missing.
Amount: €230
Polestar Casino
Safety Index:Above averageSafety Index
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7.8
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Closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
3 weeks ago
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1 month ago
Translation
Hello,
On January 19th, 2025 at around 9pm, I had free spins on the game "Railroad" by Merkur with a win of around €200. I also had free spins on January 23rd, 2025 at around 12:20am on the game "Railroad" by Merkur with a win of around €30.
Both amounts were not credited to my account.
In the game history that I can see/that is made available to me, neither of the free play series are listed. So the free play time is missing about 45 minutes on January 19th and about 15 minutes on January 23rd. I have not received a response to several email requests to support. I was only able to present my issue in the live chat, but they could only help me with the game ID. Unfortunately, this is not displayed in the history.
It would be nice if you could check this problem.
Thank you in advance.
Mfg. Jens W.
Edited by a Casino Guru admin
Automatic translation:
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1 month ago
Dear AZEJENS,
Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're experiencing. To better assist you, I would like to ask a few clarifying questions.
- Have you noticed any warnings or error messages, such as technical errors or server errors, while wagering the free spins?
- Do you have any videos, screenshots, or other evidence that could demonstrate the free spin winnings that were not credited to your account?
- Additionally, could you please request the casino to send you the gaming history for both 19 January and 23 January in Excel format, and forward it to me at veronika.f@casino.guru?
Unfortunately, if your winnings are not reflected in your gaming history or profile records, we may not be able to help you. Please understand that we can only mediate cases where we have sufficient evidence that something unfair occurred.
I hope we will be able to resolve this issue as soon as possible. Thank you in advance for your cooperation.
Best regards,
Veronika
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1 month ago
Translation
Hello,
During the free spins I didn't see any errors or receive any warnings. That's why I didn't record the game. I have now written to the support and asked
I asked for a game progress report in Excel format. I'm hoping for an answer from support.
Thank you for your support.
Automatic translation:
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1 month ago
Thank you for the information. Have you received the document from the casino yet? Please note that without sufficient evidence, we won't be able to continue with the investigation and ask the casino for assistance.
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1 month ago
Translation
- Hello, no one has answered my email yet and in the live chat I was told that an answer or the game progress will probably come by the end of this week
- Mfg J.
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3 weeks ago
Since the casino mentioned the report might come by the end of the week, could you confirm if you received any follow-up by now?
If your free spin winnings are not recorded anywhere, I am afraid we won't be able to continue with your case.
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3 weeks ago
Translation
Hello, unfortunately nothing has happened, I have not received a reply to any email, only in the live chat I have been told for 4 weeks that it is being processed and that I should wait
the requested game history was not sent either
so in short the situation has not changed
mfg J.
Automatic translation:
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3 weeks ago
Dear AZEJENS,
Thank you for your patience and for providing the details regarding your case. Unfortunately, as we have not received the requested game history or any further evidence to support your claim, we are unable to continue with the investigation.
Without sufficient documentation, we are unable to request assistance from the casino.
We truly understand how frustrating this situation must be, and we recommend reaching out to the casino once more for an update on the game history report. Once you receive the file, you may request this complaint to be reopened.
I am sorry that we could not be of more help on this occasion.
Best regards,
Veronika
