Pacific Spins Casino - Player faces prolonged withdrawal delay.

Received a $200 free chip completed the playthrough with $150 left asked support what my max cash out for bonus would be. They told me $100, so I sent the documents they requested to the "banking department" but not sure they even have one as I have gotten no response for weeks and seeing all the other reviews saying the same problem. Of course support is always available to respond in seconds but banking department can’t for weeks? Hmmm

Dear marshallkanafsky,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly you sent the last one?
• Have you ever made a deposit in the casino?
• When were you last in contact with casino support and what feedback you received?

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,

Tomas

I was told by support that all that was needed was a photo or front and back of ID. And a selfie of me holding said ID. Sent both. Last Tuesday. So a week and a half. Have not heard anything back. If I ask support they just say they do not have access to the banking department… and to wait longer.. no I have not made a deposit but it isn’t exactly encouraging that my money isn’t just going straight into their pocket once I do since it seems impossible to make a withdrawal here

Thank you very much, marshallkanafsky, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, marshallkanafsky!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

They have now responded to my emails. Just keeps repeating the same thing tho. Saying " please send a photo with all the details visible on your ID" for the selfie photo. I’ve sent 3 now. You can see all the "details" well in all of them. And it’s quite obviously the same ID as the close up photos of it. I can’t get any closer whilst also having my face in it

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team

Dear, marshallkanafsky,

We have decided to reopen this compaint following the request from the casino. We have been informed, that you had successfully passed verification and withdrawn the disputed amount. Can you confirm it?

Dear marshallkanafsky,

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.

Yes they did pay me out finally

Dear marshallkanafsky,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team