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Dear Casino Guru Support Team,

I have contacted Polestar Casino over 20 times. Please inform me about the current situation of the amount of money of 200.33 euros that I won some time ago. So far I haven't received the money in my bank. Every time I try to get the money there seems to be an obstacle. Why is it so complicated to get the money I win? I looked at Guru Casino reviews and it looks really bad.

Every time I contact their customer service, a representative checks the situation and then tries to console me by writing that it will take three business days. But this is the 10th time I've written to you and each time it takes 3 days. It takes so much time.

Best regards,

Jakkawan N********

Liebes Casino Guru Support-Team,

Ich habe Polestar Casino über 20 Mal kontaktiert. Bitte informieren Sie mich über die aktuelle Situation des Geldbetrags von 200,33 Euro, den ich vor einiger Zeit gewonnen habe. Bisher habe ich das Geld nicht auf meiner Bank erhalten. Jedes Mal, wenn ich versuche, an das Geld zu kommen, scheint es ein Hindernis zu geben. Wie kommt es, dass es so kompliziert ist, an das Geld zu kommen, das ich gewinne? Ich habe mir die Bewertungen von Guru Casino angesehen und es sieht wirklich schlecht aus.

Jedes Mal, wenn ich ihren Kundendienst kontaktiere, überprüft ein Mitarbeiter die Situation und versucht mich dann zu trösten, indem er schreibt, dass es drei Werktage dauern wird. Aber das war bereits das 10. Mal, dass ich Ihnen schreibe, und es dauert jedes Mal 3 Tage. Es dauert so viel Zeit.

Beste grüße,

Jakkawan N********

Dear jakkawanniyompong39,

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

• Do I understand correctly that your payment is still pending inside the account without being processed?
• Could you please specify how many days ago was your withdrawal requested?
• Was your account successfully verified already?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Ladies and Gentlemen

The thing is, customer service keeps confirming that I will receive it in 3 days. Then 1-2 days later you get an email saying it was canceled again. Then every time I'm forced to contact customer service, only to repeat the vicious circle.

Thank you for your support!

Best regards

Jakkawan

Sehr geehrte Damen und Herren,

es ist so, dass der Kundenservice immer wieder bestätigt, das ich es in 3 Tagen erhalten werde. Bloß kommt dann 1-2 Tage später eine E-Mail, dass dies wieder storniert wurde. Dann bin ich jedesmal wieder gezwungen den Kundenservice zu kontaktieren, nur um den Teufelskreis zu wiederholen.

Vielen Dank für Ihre Unterstützung!

Mit freundlichen Grüßen

Jakkawan

• Can you please clarify the number of days that have passed since you initiated your withdrawal request?
• Has your account undergone successful verification?

Thank you.

Ladies and Gentlemen

Several times three days have passed after each withdrawal request. On the second or third day after the application, the message comes that the payout has been canceled, as was already attached as a screenshot in the previous comment. After such a cancellation, I repeated the process several times and waited again.

Since I opened the case on Casinoguru, I have not tried to repeat a withdrawal request again because it will probably be canceled again after 2-3 days as usual.

Many thanks for the support. Merry Christmas.

Best regards

Jakkawan

Sehr geehrte Damen und Herren,

mehrmals sind drei Tage vergangen nach jedem Auszahlungsantrag. Am zweiten oder dritten Tag nach Antrag kommt dann die Nachricht, dass die Auszahlung storniert wurde, wie bereits im vorherigen Kommentar als Screen-shot angehängt wurde. Nach so einer Stornierung habe ich den Vorgang mehrmals wiederholt und erneut abgewartet.

Seitdem ich auf Casinoguru den Fall geöffnet habe, habe ich nicht mehr versucht einen Auszahlungsantrag erneut zu wiederholen, weil es wahrscheinlich wieder wie sonst auch immer nach 2-3 Tagen storniert wird.

Vielen Dank für die Unterstützung. Ich wünsche frohe Weihnachten.

Mit freundlichen Grüßen

Jakkawan

Hi jakkawanniyompong39,

• I'm sorry but I still do not know when exactly you requested this withdrawal. Could you please specify the exact date?
• Have you completed the account verification successfully?

Thank you.

Hello,

I have requested the withdrawals several times. The last three attempts were on 12/4/23, 12/5/23 and 12/7/23.

Verification is not possible on the account. I just asked chat support again. He said it would only be necessary if the casino required verification, which is not the case at the moment, see attachment.

Thank you and happy new year 2024.

Best regards

Jakkapan

Hallo,

Mehrmals habe ich die Auszahlungen beantragt. Die letzten drei Versuche waren am 4.12.23, am 5.12.23 und am 7.12.23.

Eine Verifizierung ist auf dem Konto nicht möglich. Ich habe eben erst nochmals beim Chat Support nachgefragt. Er meinte es sei erst nötig, wenn das Casino eine Verifizierung verlangt, was im Momentan nicht der Fall ist, siehe Anhang.

Vielen Dank und ein frohes neues Jahr 2024.

Mit freundlichen Grüßen

Jakkapan

So, I just ordered the payout again (January 2nd, 2024). Hopefully it will work this time. I'll wait again.

So, soeben habe ich die Auszahlung noch mal beauftragt (02.01.2024). Hoffentlich klappt es dieses Mal. Ich warte es nochmal ab.

Hello jakkawanniyompong39,

Have there been any developments since our last conversation, please? 

Dear Casino Guru Team,

Unfortunately everything was canceled two days ago as usual.

Thank you for your support.

Best regards

Jakkawan

Sehr geehrtes Casino Guru Team,

vor zwei Tagen wurde leider alles wie üblich storniert.

Danke für Ihre Unterstützung.

Liebe Grüße

Jakkawan

Here is a screenshot of the cancellation.

Hier noch ein Screenshot von der Stornierung.

Thank you very much, jakkawanniyompong39, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 jakkawanniyompong39,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Polestar Casino,

Could you possibly provide additional information regarding the repeatedly canceled payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello Michal, thank you for your support and I am very excited about the next steps.

Thank you very much!

Jakkawan

Hallo Michal, danke für Ihre Unterstützung und bin sehr gespannt auf die nächsten Schritte.

Herzlichen Dank!

Jakkawan

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.

Dear customer,

Thank you for reaching out!

We are sorry to hear you are experiencing difficulties with your withdrawals.

We kindly ask you to request the withdrawal through a different payment method, such as Bank transfer, E-Wallet or Cryptocurrency.

Let us know if the problem persists.

Sincerely,

Polestar Administration 

Dear Polestar administration,

I have just ordered the payment again. Please finally release it this time.

Best regards

Jakkawan

Liebe Polestar-Verwaltung,

soeben habe ich die Auszahlung nochmals in Auftrag gegeben. Bitte lassen Sie es dieses Mal endlich frei.

Mit freundlichen Grüßen

Jakkawan

Dear jakkawanniyompong39,

Please keep us updated here in the thread in regards to your payment request. I hope that your issue will be resolved soon. We are looking forward to hearing from you.

Dear jakkawanniyompong39,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.