Reclamação #13 Polestar Casino

Account reopened after self exclusion Polestar Casino

Por Riko92

há 10 meses

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.

Cassino em disputa Polestar Casino

Valor €2800

Discussão

AskGamblers

• Support Team

há 10 meses

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.

Riko92

há 10 meses

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

Riko92

há 10 meses

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.

Polestar Casino

• Representative

há 10 meses

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

Raio-X do Polestar Casino

Resolvido 6 / 6

Valor médio $762

Duração média da reclamação 6 dias

Resposta média 23 horas

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Problemas com saque

Boa noite, abri uma conta na plataforma Polestar Cassino, no dia 01/09/2024 por indicação aqui mesmo da Askglambers. Fiz um depósito sem bônus de boas vindas e fui jogando algumas slots. Consegui chegar no valor de 1.500 reais e fiz uma solicitação de saque. Não pediram verificação de documentos e também não era possível enviar documentos para verificação e meu pagamento ficou com status de pendente.
Esperei uns dois dias e entrei em contato com o suporte para ver o que estava acontecendo e fui informado que o prazo para pagamento era de 3 dias úteis.
Hoje já é dia 06/09/24, entrei em contato novamente e me informaram que o pagamento já está na fase final e que em breve será efetuado.
Segue o print da tela com o status do meu pagamento pendente.

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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.

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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

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€210