Polestar Casino - Hráčův vklad nebyl nikdy připsán na její kasino účet.

On February 16th, 2023, I deposited 100 euros there via immediate transfer. Even 24 hours later, this amount has not been credited to my account. They always tell me to wait 2 hours and then it will be there. It's been 1 day now and I'm not getting any clear answers in the chat. I have sent a bank statement many times. In the process you can see that this money has been paid in and yet it is not credited to me. I think it's a bottomless cheek that you are thrown out in the chat because you ask about it and you don't want to deal with anyone.

Then it is said that deposits via third-party providers take longer. How can that be??

Ich habe am 16.02.23 dort 100 Euro eingezahlt über per Sofortüberweisung. Dieser Betrag ist selbst 24 Stunden später nicht auf meinen Account gebucht. Stets sagt man mir ich solle 2 Stunden warten und dann wäre es da. Nun sind schon 1 Tag vergangen und man gibt mir keine klaren Antworten im Chat. Ich habe schon oft einen Kontoauszug gesendet. Im Verlauf sieht man das dieses Geld eingezahlt wurde und dennoch schreibt man mir es nicht gut. Ich finde es eine bodenlose Frechheit das man selbst auch im Chat dann raus geworfen wird weil man danach fragt und man sich mit niemanden beschäftigen möchte.

Dann wird gesagt das Einzahlungen über Drittanbieter länger dauern. Wie kann sowas sein??

Dear elle2203,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Could you please advise if it was your first deposit in this casino? Have you contacted your bank already? Ideally, they should be part of the investigation.  

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

Best regards,

Petronela 

This was my 2nd deposit. The first was credited after a few hours. That's why I decided to use the Sofortüberweisung for the 2nd deposit. And as you can now see, the money doesn't really matter.

Dies war meine 2 Einzahlung. Die erste wurde nach paar Stunden gutgeschrieben. Daher entschied ich mich bei der 2 Einzahlung für die Sofortüberweisung. Und wie man nun sehen kann kommt damit das Geld erst recht nicht an.

I fully understand your frustration, elle2203. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 25 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Dear elle2203,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.