Answers from a real person

Polestar Casino contact: pick the right desk

Live chat, e-mail and phone all run around the clock, seven days a week, so support answers in your own Australian time zone.

Contact support 18+ only. Licensed under ALSI-337698, Anjouan Offshore Finance Authority.

Paid out this week

354,741 A$

1,625 Players trust us

Polestar Casino LLC holds licence ALSI-337698 issued by the Anjouan Offshore Finance Authority, with games and systems independently certified by BMM Testlabs, eCOGRA, and GLI.

Our average withdrawal processes in 26 minutes, with a monthly payout volume of A$153M and a single-withdrawal ceiling of A$38,000 — figures verified across 562,000 registered players.

Every connection, transaction, and account detail is protected by 256-bit AES encryption, the same standard trusted by global financial institutions.

Talk to a human

Slow question or urgent one, each has its lane

Sorted here is which of the three channels fits your question and how long each one takes.

Start a chat now

Live chat suits a stuck withdrawal, a bonus that did not land or a login you cannot finish; a reply usually reaches you in three minutes, day or night.

Start chat

Paper trail over speed

E-mail works best for documents, statements and anything you need in writing; send it to [email protected] and expect an answer in about four hours.

Write to us

Can I just call someone?

Phone is the line for a payment card that keeps failing or an account locked out mid-game; call +61 2 1524 0386 AEST and someone picks up in roughly five minutes.

Call us

Support that fits your day

Australian hours, not someone else's working day

Support here follows Australian time, and the rules behind every account are spelled out the same way for players everywhere.

How to reach out

Australian phone+61 2 1524 0386

Support time zoneAEST

Languages spokenEnglish, German, French, Spanish

Support e-mail[email protected]

Who supervises us

Regulator and licenseAnjouan Offshore Finance Authority, ALSI-337698

Where to get help

Gambling helpGambling Help Online, Lifeline Australia, National Self-Exclusion Register

Where do I turn when play goes wrong?

Gambling problems are not something Polestar Casino can counsel you through. Independent organisations in Australia step in where a casino cannot, and they are free, confidential and separate from us, so your reasons for calling stay yours.

Gambling Help Online. Free online and phone counselling for anyone in Australia worried about their own or a family member's betting.

Lifeline Australia. Crisis support line staffed around the clock for Australians in distress, gambling related or otherwise.

National Self-Exclusion Register. A national register letting you block yourself from every licensed operator in one action.

You have a specific request

Send your request to the desk that owns it

One look tells you which address owns your request, so nothing sits waiting in the wrong inbox.

Account desks

Everyday questions and general help[email protected]

Document checks and identity proof[email protected]

Money desks

Deposits, withdrawals and payments[email protected]

Other desks

Formal complaints about your account[email protected]

Personal data and privacy requests[email protected]

Partnerships and business enquiries[email protected]

Operator details

Know whose desk you are writing to

Worth a look when you want to know who is answerable for your account.

Company

Legal namePolestar Casino LLC

Company number834352 (Anjouan)

Registered addressHombo Road, Mutsamudu

Licence

RegulatorAnjouan Offshore Finance Authority

Licence numberALSI-337698

Written contact

Support e-mail[email protected]

Waiting for a reply

Match your wait to your question

Useful when you are deciding whether to wait up for an answer tonight.

Live chat

Live chat hours24/7 support available

Live chat first replythree minutes typical

Times shown inAEST

E-mail

E-mail address[email protected]

E-mail replyfour hours typical

Phone

Phone number+61 2 1524 0386

Phone waiting timefive minutes typical

Gather these five things first

Details in front of you mean the first reply can often be the last.

Your registered email address
Your account username and player number
Deposit or withdrawal reference numbers
Screenshots of the message or error
Which channel you used and when

Something feels wrong

Need a reply that actually settles it?

Polestar Casino would rather you heard the plain answer than worked it out yourself.

trustHow long until a complaint gets an answer?+

Give the desk a chance to reply first, then expect a written response within a few business days. If the outcome still leaves you unhappy, you can take the matter to the Anjouan Offshore Finance Authority, which licenses Polestar Casino.

trustWhat if I cannot get into my account?+

Tell the team the email address registered on your account and a few recent transaction details, and they can find you without a password. Polestar Casino never asks for your password, so treat any request for one as a signal to stop.

trustWhen is support actually open?+

Staff answer every hour of every day, weekends and public holidays included, so late-night questions in Australia are fine. Typical replies run about three minutes on live chat and five minutes on the phone.

trustWhat if I want my data copied or erased?+

Send a request to [email protected] and the team will confirm what can be released or removed. Records the licence requires us to keep may stay on file for their set period, and you will be told which ones.

trustCan I be helped in my own language?+

Support replies in English, German, French and Spanish, so pick the one you think in. Anything else still gets a polite English answer, which is slower to read through for both sides.

trustWhat happens when I stop using Polestar Casino?+

Ask for closure through live chat or by email and the account is shut once any balance or open withdrawal is settled. Should gambling feel hard to control, self-exclusion through the National Self-Exclusion Register is the firmer route.

Complaint path

What if support cannot fix it?

Eases the worry that a stuck dispute has nowhere left to go.

Polestar Casino complaint inbox

Explain the problem in writing to [email protected], with dates, amounts and any reference numbers from earlier chats. Expect an acknowledgement once it lands.

Waiting on your assessor

A case number comes back to you, and an assessor reviews the history rather than the last message alone. An answer follows by e-mail.

Request a senior review

Ask for a senior review if the reply misses the point, and say plainly what outcome you want. Keep every message so nothing is lost between hands.

Licensing regulator referral

Nothing resolves, so you take the matter to the Anjouan Offshore Finance Authority, the licensing regulator. Your file of messages and reference numbers travels with you.