Polestar Casino - Impossible verification At Polestar Casino

Dear @osku308,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Dear Polestar Casino,

Please let us know if there are any updates regarding this ongoing complaint.

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.

I got all the verification documents now finally accepted. Still it says ”waiting for approval” and still I can’t make a withdraw. Polestar is purposely restricting my actions which can be seen in the error message I get when I try to make a withdraw. Fully verified account and can’t make withdraws sounds a bit odd to me. I’ve been looking for answers in their chat and they said it would take 3 working days and then I can withdraw. Obviously, this did not happen. So, I have 1304,33€ in the account which they do not let me withdraw.

Dear Customer,

Thank you for telling us your concern.

We would like to inform that in your provided document, you have a top up transaction of 1000 EUR on 02.04.2024 and in order to prove the source of funds, we need the explanation of this transaction and a PDF of transaction history from the account you used to add this 1000 EUR.

This should contain all transactions, both incoming and outgoing, from March to April.

Thank you for your cooperation!

Best Regards,
Customer Service

Dear @osku308,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Polestar Casino team 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. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

I have now provided Polestar the documents they asked. The account that made the transaction in question belongs to a dear friend of mine, who I will be travelling to Spain with. The money is related to this trip.

Dear Customer,
Your account is successfully verified.
Thank you for your cooperation!
Best Regards,
Customer Service

Dear @osku308,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note 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 complaint 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.