The player from the United States had deposited using cryptocurrency under the assumption that there would be no need for verification. However, she was asked for verification during the withdrawal process. We had informed her about the casino's terms and conditions and the importance of the KYC verification process. After some time, the player reported back that her issue had been resolved. Consequently, we marked the complaint as 'resolved' in our system.
Pacific Spins Casino - Player faces unexpected verification request during withdrawal.
Amount: $50
Pacific Spins Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
I made a deposit in i thought if you where a crypto depositer you dont have to verify so i went to withdrawl noe they asking me to verify
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10 months ago
Dear Denise31,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue. I have checked the Terms and Conditions of the casino, and I found this:
9 Privacy Policy
9.5 We might ask for certain document copies to verify your identity when you make a withdrawal for the first time. We may randomly request these documents to ensure the security of your account.
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.
Could you please advise if you sent any identity documents for verification yet?
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,
Veronika
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9 months ago
Dear Denise31,
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.
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9 months ago
Dear Denise31,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and 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.
Best regards,
Veronika
Casino.Guru
