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They are COMPLETELY UNACCEPTABLE. Each representative tells you different things and whatever they want, I have tried for the fourth time to make a small withdrawal and they cancel it without exactly having a reason, telling me that my bank is at fault while I play at ten different casinos and I've never had such problems. As soon as I tell them, they always respond "the money has returned to your account" as if to say: only here can you keep it. Truly a very poor casino

Ειναι ΑΠΑΡΑΔΕΚΤΟΙ. Καθε εκπρόσωπος σου λέει διαφορετικά πράγματα και οτι να ναι, εχω προσπαθησει για 4η φορα να κανω μια μικρη αναληψη και μου την ακυρωνουν χωρις ακριβώς να υπαρχει κάποιος λογος λέγοντας μου οτι φταίει η τράπεζα μου ενω παίζω σε δέκα διαφορετικά καζίνο και ποτε μου δεν ειχα τέτοια προβλήματα. Μολις τους το ειπα μου απαντανε καθε φορα "τα χρηματα επιστρεψαν στον λογαριασμό σας" σαν να μου λένε: ε μονο εδω μπορεις να τα χεις. Πραγματικά πολυ κακό καζίνο

Dear nikosxalk420,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

It's important to understand that the casino doesn't have complete control over the payment methods that are offered. There are several factors that can affect this, such as the licensing authority, geographical location, contracts with payment providers, and bank restrictions. Additionally, payment methods can be discontinued at any time, and unfortunately, casinos may be limited in their ability to offer certain payment options to their customers.

Have you made any successful withdrawals from this casino before?

Could you please advise if you have been informed about any alternative method to withdraw your winnings?

Was your account verified successfully?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

This is the 4th time I've tried to withdraw, I've never done anything from there before. He won't let me pay in any other way, only by bank transfer. Also verification doesn't let me do and want. It is as if they themselves choose when you will do it. Every representative I spoke to told me that my withdrawal has been completed and I will see the money in the bank shortly. After 5+ days I received an email saying that my withdrawal was canceled without any reason.

Αυτη ειναι η 4η φορα που προσπαθώ να κάνω ανάληψη, δεν εχω ξανακανει ποτε κατι απο εκει. Δεν με αφηνει να τα βαλω με αλλον τροπο μονο με τραπεζικη μεταφορα. Επισης επαλήθευση δεν με αφήνει να κάνω και να θέλω. Ειναι λες και το επιλέγουν μονοι τους ποτε θα κάνεις. Καθε εκπρόσωπος που μιλαγα μου έλεγε πως η αναληψη μου εχει ολοκρηρωθει και σε λιγο θα μου φανουν τα χρήματα στην τράπεζα. Μετα απο 5+ μερες μου ερχοταν ενα εμαιλ που ελεγε οτι η αναληψη μου ακυρωθηκε χωρίς κανεναν λογο.

I have played in countless companies and I can tell you with great confidence that I have never seen these things before, from the reception to the identification, this company is a zero. There are casinos where you can win six figures until the morning is in your account by email etc.

Έχω παίξει σε αμέτρητες εταιρίες και με πολυ σιγουριά σας λεω πως αυτα τα πράγματα δεν τα εχω ξαναδει, απ την αναληψη μεχρι και την ταυτοποίηση η εταιρια αυτη ειναι ενα μηδεν. Υπαρχουν καζίνο που και έξη ψηφία να κερδισεις μεχρι το πρωι ειναι στον λογαριασμό σου με email κτλπ.

Tell me, have you ever seen something like this before? 🤔

Για πειτε μου και εσεις, εχετε ξαναδει τετοιο πραγμα; 🤔

Thank you for the screenshots. You stated in your first message that your requests get canceled by the bank. Could you please send me any relevant communication between you and the casino regarding the canceled payments? My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.

Unfortunately, I didn't take pictures of the conversations because every time they told me that they would come in and they would come in, so I left it and just left.

In fact, the other day I asked a representative in the morning about my withdrawal, he told me that it had been completed and after a quarter of an hour I received an email saying that it was cancelled. I don't even want to enter the chat again. It's just a joke

Δυστυχώς δεν τραβουσα στιγμιότυπα απ τις συνομιλίες διότι καθε φορα μου ελεγαν οτι θα μπουν και θα μπουν οποτε το αφηνα και απλα έβγαινα.

Μαλιστα τις προαλλες ρώτησα εκπρόσωπο το πρωί για την ανάληψη μου μου πε οτι εχει ολοκληρωθεί και μετα απο ενα τεταρτο μου ηρθε εμαιλ που έλεγε ότι ακυρώθηκε. Δεν θελω να μπαινω καν αλλο στο τσατ. Μονο κοροϊδία ειναι

Is there any explanation in the email you received yesterday as to why your payment was canceled?

You will tell me, do you see anywhere specifically that they tell me why my withdrawal is cancelled? 🤔

Εσεις θα μου πειτε, βλεπετε πουθενα συγκεκριμένα να μου λένε γιατι ακυρώνεται η ανάληψη μου; 🤔

Thank you very much, nikosxalk420, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you nikosxalk420 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Polestar Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Thank you very much, I hope you find a solution and I hope we can prevent other players from putting their money in this company.

Σας ευχαριστώ πάρα πολύ, μακάρι να βρειτε λυση και μακαρι να προλαβουμε αλλους παικτες να μην βαζουν τα χρηματα τους σε αυτήν την εταιρεία.

Yesterday I sent them again and got a letter but the same and the same, "your bank has a problem" 👀👀

Εχθες τους ξαναεστειλα μπας και βγαλω ακρη αλλα τα ιδια και τα ιδια, "εχει θεμα η τράπεζα σου" 👀👀

It should be noted that today I went in to see and they canceled it once again*

Να σημειωθεί οτι σημερα μπηκα να δω και μου την ξανα ακύρωσαν για αλλη μια φορα*

Dear Customer,

Thank you for reaching out to us.

We sincerely apologize that you have difficulty in withdrawal. In order to resolve your matter, we have decided to payout the withdrawal manually and therefore we kindly request you to provide us with your Greek bank details:

Full Name (please include all names including middle names)

E-mail

Bank Account’s Owner name

IBAN/Account no.

Bank Name

Bank location (Country)

SWIFT/BIC

Please send the bank details via email at support@polestarcasino.com. Thank you for understanding!

Best Wishes,

Customer Service

To see you

Για να σας δω

The money went back into the casino though, I hit withdraw again and do what you think

I beg the casino guru if they get me to delete my post

Τα χρηματα ξαναμπηκαν στο καζινο ομως, εγω ξαναπαταω αναληψη και καντε ότι νομίζετε

Παρακαλω το casino guru αν μου τα βαλουν να διαγραφεί η δημοσίευση μου

Please the cazino guru team delete the post, the money came in but without you I doubt it would work

Thank you very much

Παρακαλω την ομαδα cazino guru να σβησει την δημοσίευση, τα λεφτά μπηκαν αλλα χωρις εσάς αμφιβάλλω αν θα γινοταν δουλεια

Ευχαριστώ πολυ

Dear nikosxalk420,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter