Polestar Casino - Account reopened after self exclusion Polestar Casino

Dear Samir,

Thank you for bringing this to our attention.

After thoroughly examining your request, we did not find a closure request on our casino via email. Therefore, we kindly request that you share a screenshot of the email, displaying both the sender and receiver, to help us move forward with investigating your request.

Thank you,
PolestarCasino team

Hello,

Thank you for being honest and responsible. Everything is in the file.

Furthermore, I sent you the account closure request via chat in January. Please check all chat instances and you will find the information.

Also, on June 8th, I sent you an email alerting you again of the problem.

Please take the necessary action and refund the deposits.

Yours faithfully.

Dear Riko92,

We kindly want to draw your attention to the T & C's you acknowledged and confirm when creating your account:

3.7 Closure of your account: You may request the closure of your account at any time by sending an email
<....>

3.8 Self-exclusion request: you can contact the customer service via e-mail:
<...>

We kindly inform you that we did not find a closure request on our casino via email.

Kind Regards,
Polestar Casino team

Dear Polestar Casino,

Please let us know how do you comment player's email attachmenst with date from January, whic can be found within the opening post.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Gentlemen, If I came here, it's to settle our differences and not to pass the buck. By saying this kind of thing, I feel like you're ignoring my situation as a sick player.

By coming to you, I signed the old general conditions that allow for self-exclusion requests by email and chat. In my case, I first requested permanent self-exclusion one evening, in tears, I couldn't control myself, and I contacted your agent via chat and asked him to permanently close my account, and you know full well that's what I did. I then sent you an email.

But in February 2025, I was able to access the account and I lost nearly €2,800. So, I know this amount is nothing to you, but huge to me. Also, I've already self-excluded myself since 2023 from several casinos in the same holding company as you via chat and email.

They all refunded the deposits I shouldn't have made. And normally, a holding company, a group like Rabidi NV, should also block registrations at other casinos in the same family. Please return the deposits I should never have made.

If you had respected my request in January 2025, you would have come out of it stronger, and I know very well that I made the right request. Please, thank you for being fair to me.

I just want justice and reparation. Yours faithfully.

Hello I'm writing to you because I also forgot to attach my gaming history. As you can see, I registered last December for sports betting in January. On January 2nd, a request to close my account due to addiction was sent just after the last sports bet in the form of a sports betting bonus. Out of despair, after losing money, I'm seeking protection from the casino. The account was finally closed, but reopened in February after receiving promotional emails, and because of this, I'm drawn into the hell of gambling once again. I'm simply asking for correction, justice, and humanity. Thank you, Polestar. I think we'll find a solution. Without going to a jurisdiction, where you should probably get my account history. Thank you.

Dear All,

We kindly inform you that the evidence provided is irrelevant with our request. After a careful review , we would like to confirm that we did not receive a closure request from the player. As soon as we receive the required document, we will be able to proceed with the verification of the report.

Kind regards,
PolestarCasino team

Hello I've had the same problem with several casinos of your type, and absolutely everyone has agreed to resolve the issue and refund the funds. You are the only ones who don't accept the reality, namely my request for closure via chat and email. You have all the necessary information. I also invite you to carefully reread the chat discussion from January 2, 2025, where you will see my request for account closure once again. Please also provide me with my account history, including the date of closure, reclosure, etc. Thank you for your cooperation.

Dear Riko92,

We would like to inform you that your request for transaction history has been forwarded to the appropriate department, and you will receive it as soon as it is prepared.

Additionally, we kindly ask you once more to provide us with a screenshot of the closure request that was sent via email. As previously mentioned, we were unable to locate an email containing the closure request. Once you provide us with the screenshot of the email, showing both receiver and sender, we will be pleased to proceed with the examination of your request.

Thank you for your cooperation and understanding.

Kind Regards,
PolestarCasino team.

Hello, Thank you for your message. Thank you for letting the appropriate department conduct their investigations.

I requested the permanent closure of my account several times on January 2, 2025.

I invite you to consult the history of the exchanges with your agent via chat. You already have all the information; I then requested and discussed this subject several times again via chat and email.

Since you are asking for this, I also ask you to please send me the history of my account status, including its opening, closing, and reopening.

Thank you for being honest and transparent with me. I suffered enormously from my gambling addiction, and you know that I alerted you.

Please proceed with the refund between my return to your site in February 2025 and its reclosure, which you did on Monday. Yours faithfully.

Dear Riko92,

We kindly inform you that all the details you requested, have been set to you via email.

Kind Regards,
Polestar Casino team

Hello, thank you for your message, but that's not what I was asking. I was asking about the status of my account: "closing, reopening" the account.

In any case, what is certain is that I did ask you to permanently close my account due to addiction in January 2025.

I simply thank you for refunding the deposits between February 2025 and the date I was able to re-access the account, even though I shouldn't have. Being an uncontrollable compulsive gambler, I unfortunately, and sadly, have a suicidal tendency.

Please do what's necessary and stop the fruitless messaging; it won't solve the problem.

Thank you, you'll come out of this better. Please know that I had the same problem with the sites in your group, and absolutely everyone refunded me.

Thank you simply for your humanity.

Best regards

Dear @Riko92,

The AskGamblers Complaint Team kindly asks you to send your original request for account closure, ensuring that the sender, recipient, and date are clearly visible.

Please forward this request to the casino’s customer support and make sure to cc the AskGamblers Complaint Team as well.

Thank you for your cooperation.

Hello

The Polestar Casino website has absolutely all the necessary information.

I'm also requesting a history of account closures and reopenings, i.e., the account status. The website still hasn't sent this document. I persist and sign the closure request made for addictions on January 2nd and 3rd. The website either ignored the request to take advantage of a vulnerable player and profit, or the website closed the account and then reopened it.

I'm asking them to refund the deposits between February and July 17th.

Thank you.

Dear All,

The report has been sent, including all the details that rico92 requested containing the closure date. There is no reopening date of the account since the account was never reopened.

Unfortunately, as previously mentioned many times, we were unable to locate an email containing the closure request, therefore we have no evidence to continue with investigating this request.

Once again, if you do not provide us with the screenshot of the email, showing both date, receiver and sender, we cannot to proceed with the examination of your request, since we could not found any email requesting a closure request.
Additionally there is no indication that the account was closed on January and reopened. The only closure of your account, was only a few days ago, immediately after your request.

Thank you in advance.

Kind Regards,
Polestar Casino team

Hello everyone, I persist and I sign. I did indeed request the permanent closure of my account for addiction on January 2nd and 3rd.

Then I asked Polestar service several times by chat why my account was reopened when I requested the permanent closure of my account for addiction.

I now propose to Polestar Casino to resolve the problem by taking as the date my request for account closure by chat.

Regarding emails, I unfortunately no longer receive them because I cleaned out my mailbox to delete all emails related to gambling and the casino because I repeat and I am serious I am depressed because of this situation and I am seriously considering suicide.

Now Polestar Casino, please refund the deposits from February 2025 to July because you know very well that I alert you by chat several times. I will hire a lawyer.

I have copies of the chat discussions with Polestar Casino and in addition to the refunds I will ask for even higher damages

. Thank you to Polestar for solving the problem quickly, please, and for stopping asking for proof, which is obvious, because I'm not playing with an addicted player.

What's 1000% certain is that I also requested self-exclusion from the Rabidi NV group, and if the Polestar casino had done its job of monitoring gambling and protecting vulnerable players, it would have also prevented my registration since December 28th. I'm even entitled to request a refund of my December deposits because it's the same license and the same holding company.

Thank you to Ask Gamblers and thank you to Polestar for finally putting an end to the problem and resolving it.

Sincerely,

Dear All,

As previously stated, a closure request can only be submitted through email, not via chat, as outlined in our Terms & Conditions 3.7 & 3.8.

Dear AskGamblers, we are currently preparing the email history with Riko92 to forward it to you, as there has been no closure request submitted by the customer.

Thank you for your cooperation.

Kind Regards,
Polestar Casino team

Hello, You have all the necessary information to refund deposits made between February 2025, the reopening date, and July, the closing date. Your terms and conditions have changed after you changed your license just in January 2025. I will forward the closing emails sent to Rabidi NV and to your new company to you. Thank you.

Could you please tell me if you have correctly identified my request via chat to close my account?

Dear all,

Following a careful review and thorough consideration of all the information, details, and supporting evidence presented by both parties during the complaint process, the AskGamblers Complaint Team has reached the conclusion that Polestar Casino management acted in accordance with their Terms and Conditions and Responsible Gambling Policy.

Unfortunately, the player was unable to provide the email in question, and the casino has confirmed that no such record exists in their database. Therefore, the player’s request for a refund cannot be granted.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved, and it is now officially closed.

While we understand this may not be the outcome the complainant was hoping for, we would like to kindly remind you that, in the event of disagreement with our decision, further assistance may be requested from the relevant regulatory body and/or appointed ADR entity.