HomeComplaintsPolestar Casino - Player's winnings have not been credited.

Polestar Casino - Player's winnings have not been credited.

Amount: €78

Polestar Casino
Safety Index:Above average
Submitted: 26 Nov 2024
Case opened Current status

Waiting for casino to reply

5d 10h 14m 15s

Case summary

2 days ago

The player from Italy has not received winnings from a successful bet as the system failed to credit the amount to his account. Despite multiple attempts to contact support, he has not received a resolution or his winnings.

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3 weeks ago

Hi, I made a bet on the site, and it was a winner, but even though it was a winner, the system did not credit the money to my account. I tried to contact support several times to get my winnings credited, but they tell me that they have to let me know and I have never been credited with any winnings. I would like my winnings to be credited to my account.

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3 weeks ago

Dear Giovanni99,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you’ve encountered.

Could you please specify when the casino support last communicated with you regarding the incorrectly calculated bet in your casino history? Based on the screenshots you’ve provided, it appears that the €40 should not have been deducted, but you should have received €38 in winnings for that specific round.

To proceed further, kindly forward all relevant communication with the casino's customer support to veronika.l@casino.guru, or alternatively, you can post screenshots here.

I hope we can assist you in resolving this matter promptly. Thank you in advance for your response.

Best regards,

Veronika

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2 weeks ago
Translation

I contacted them about a week and a half ago, and they said that the application was being verified and that they would let me know via email shortly regarding the crediting of the money, but they have not heard from me after almost 12 days.

Automatic translation:
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1 week ago

Thank you for your reply. However, I have not received any emails from you yet. Could you please specify if you sent me your communications with the casino customer support regarding the uncredited winnings? My email address is veronika.l@casino.guru.

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1 week ago
Translation



These are the screens that attest to the uncredited win


I also sent the following screenshots to your email

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6 days ago

Thank you very much, Giovanni99, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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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5 days ago

Ok

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2 days ago

Hello Giovanni99,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Polestar Casino to join the conversation.


Dear Polestar Casino,

I would appreciate it if you could clarify the reasons behind the non-crediting of the winnings from what appears to be a winning round. Have you reached out to the game provider to look into this matter? If you have, I would appreciate any updates you can share regarding their findings.

If this information is confidential or not appropriate for public sharing, please feel free to send it to me at michal.k@casino.guru

Polestar Casino has 5d 10h 14m 15s to reply

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