Complaint #12 Polestar Casino

Delayed payout for 10 days

By Aleh K.

1 year ago

Message on forum

Waiting since August 23, 2024. I can't get my money. Every time I contact the live chat, they answer me with standard phrases: wait, wait, wait, but it is impossible to get any concrete answers from them. There is absolutely nothing going on. They can not contact the financial department, and they can not give an answer on payment, referring to the fact that they have no authority. I don't know what to do and where to turn.

Disputed Casino Polestar Casino

Reason Delayed payment

Amount €450

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

neomaster7

• Poland • 1 reviews

1 year ago

Yes, after daily communication with chat, I received my payout yesterday. It was a negative experience. So, most likely - this is my last use of this casino. Thank you for your help.

AskGamblers

• Support Team

1 year ago

Dear @neomaster7,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Polestar Casino

• Representative

1 year ago

Dear Customer,

Thank you for your patience.

We would like to inform you that the payment was processed from our side on 05.09.2024.

Best regards,
PolestarCasino Team

Polestar Casino Complaint Stats

Resolved 5 / 5

Avg. Amount $221

Avg. Complaint Duration 6 days

Avg. Response Time 23 hours

Polestar Casino Complaints

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Account reopened after self exclusion Polestar Casino

Hello,

I am 38 years old, a father of three, and I have suffered from a sports betting addiction for over 15 years.

On December 27, 2024, I registered with the Polestar Casino website. After losing money several times, I decided to quit. On January 4, 2025, I asked the Polestar website to permanently close my account due to my addiction to sports betting and casinos. The service confirmed the closure. I also sent an email on January 3, 2025, requesting that my account be closed. However, on January 20, after sending me several promotional emails, the Polestar website reopened my player account. Between this reopening and today, I have lost a total of €2,800.

On June 8, 2025, I sent them an email asking them to reimburse me for these deposits that I should never have made again. But they completely ignored me, received no response, and worse, they informed me that I had become a VIP and sent me tons of bonuses.

I'm happy for them to take advantage of a normal player, but not a sick player like me who had simply requested protection.

I'm asking them today to reimburse me for this amount, which I should never have lost.

I'm sure we will find a solution and put an end to this dispute.

Thank you for your cooperation.

Resolved

Withdraw not been paid since November 21st

Dear AskGamblers,

The reason for this dispute is that PolestarCasino.com has not processed my withdrawal request of 356.60€ which was placed on 21st November 2024.

While I have constantly been asking PolestarCasino.com to proceed with it, still nothing has happened. No contact from their side to me. All I get as an answer from their Live Chat is that they have escalated the issue to their financial department.

Jan

Resolved

€357

Impossible verification At Polestar Casino

Hey,

I feel like I'm being bullied by Polestar Casino. They requested basic documents and I sent them right away. All of them got accepted except one. The transaction history.

They are requesting transactions from 5th of March 2024 to 5th of April 2024. So no problem i sent them a pdf file bank statement featuring that time period. I have sent the same document at least 15 times already and they keep rejecting it. And without any explanation too. I have asked it on email and on live chat. Yesterday i finally got the answer from live chat that I haven't submitted the full period.

So what i think the problem is that my first transaction on that bank account is from 2nd of April. They are not understanding it correctly that my search period is from 5th of march till 5th of April but the first transaction that appears is from 2nd of April. My deposit first deposit to Polestar Casino was 2nd of April.

I have sent them the exact document they are asking but i feel like they are preventing me to get the account fully verified and money locked in there too.

-Oskari

Resolved

Nearly month delayed withdraw

I've waited 17 days for my withdrawal and I need immediate assistance.

Despite reaching out to live chat multiple times, I keep receiving assurances that my withdrawal is being processed, yet the prolonged delay remains unacceptable.

This ongoing issue seems isolated to this particular casino site, intensifying my suspicions of being scammed.

Your intervention in resolving this matter promptly would be greatly appreciated

Resolved

€210