Polestar Casino - Выигрыши игрока не были зачислены.

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