Polestar Casino - Le vincite del giocatore non sono state accreditate.

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.

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

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.

Li ho contattati circa una settimana e mezzo fa, e mi hanno detto che la domanda era in corso di verifica e che mi avrebbero fatto sapere via email a breve per quanto riguarda l'accredito dei soldi, ma non mi hanno fatto sapere nulla a distanza di 12 giorni quasi

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.

These are the screens that attest to the uncredited win

I also sent the following screenshots to your email

Questi sono gli screen che attestano la vincita non accreditata

Ho anche inviato i seguenti screen alla tua email veronika.l@casino.guru

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.

Ok

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

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Giovanni99,

I wanted to inform you that Michal, your assigned resolver, is currently on vacation. To ensure your case is handled with the utmost care and expertise, I have extended the timeline by an additional 7 days. Michal has the most thorough understanding of your situation and direct communication with the casino, making it important for him to continue managing your case upon his return.

Your patience and understanding are greatly appreciated, and I assure you that Michal will reach out to you before the end of the upcoming week.

Dear Giovanni99,

We would like to inform you that we are looking into your request.We would kindly request that you remain patient as we endeavor to complete your missing win request as soon as possible.Thank you in advance.

Kind Regards,

Polestar Casinio Team

It's been 2 months already, how long does it take for the balance to be credited back to the account?

Sono già passati 2 mesi, quanto tempo ci vuole prima che il saldo venga riaccreditato nell'account?

Dear Giovanni99,

We are pleased to inform you that the missing win amount of 78 euro has been credited to your gaming balance.

If you have any additional questions don't hesitate to contact us.

Thank you for your cooperation.

Kind Regards,

Polestar Casino Team

Thank you for the positive news, Polestar Casino Team.

Dear Giovanni99,  

I completely empathize with your frustration regarding the delay. Regrettably, the investigation conducted by the game provider can frequently take considerable time. The casino team itself can do just very little to influence this process. I have been in touch with the casino team in the background, and they have repeatedly enquired the game provider about the issue until it was resolved. As mentioned the casino team has credited the missing win amount of 78 euro to your gaming balance.

Can I proceed to close this complaint as resolved or do you require assistance with anything else?

Dear Giovanni99,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Giovanni99,  

While it appears that you have received the disputed winnings, we have not received any further confirmation from you regarding this or if you require additional assistance. Consequently, we are forced to close this complaint as rejected. I would like to express my gratitude to the casino team for their cooperation. 

Please feel free to reach out to us should you encounter any issues with this or any other casino in the future, and we will try our best to help. 

Best regards,

Michal

Casino Guru