Pacific Spins Casino - Player feels misled by casino's bonus advertising.

Casino falsely advertised bonus to me as 999% deposit bonus in email. They hid in the conditions that it is actually a 100%-999% bonus based on your deposit amount. You don’t get a pop up for any of these conditions but you automatically agree to them when you apply the bonus and the only way to see them is a small info button hidden in the corner of the bonus on the site. Email had no hints that deposit amount determined bonus either. I will send all screen shots of the conversations. I didn’t get any of my first attempt to contact because the customer service agent gave one response and closed chat. They are very rude over there and don’t want to actually hear you out.

Dear Mikeriddiculous,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with the casino’s bonus offer.

To help us understand your situation more clearly, could you please provide some additional details:

• Could you share the email you received that advertised the 999% deposit bonus? This will help us review the wording and any potential discrepancies.
• Did the casino provide any terms and conditions associated with the bonus in the email, or were they only accessible through the small info button on the site?
• When you applied the bonus, what deposit amount did you use, and what bonus percentage were you ultimately given?
• Have you made any additional attempts to contact customer service after your initial chat was closed? If so, what was their response?

If you have screenshots of the email, conversations, or any other relevant documentation, please feel free to forward them to petronela.k@casino.guru.

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,

Petronela

I uploaded pictures with my first message but I will attach them to this. After my first message I have screen shots of the second conversation and emails to their support team letting them know I was filing a complaint for false advertising. The email said nothing about terms and conditions and the small info button or messaging support was the only way to get the conditions and terms. 3 screen shots are my chats with support, one is the transaction screen and the last one is the email they sent.

Hi Mikeriddiculous,

I have reviewed the terms and conditions of 999% First Deposit Bonus (here) and this is what I found:

Could you please forward the promotional email to petronela.k@casino.guru? I’d like to review it thoroughly, so please send the full email, not just a screenshot.

Thank you very much.

I have forwarded the email to you.

Hi Mikeriddiculous,

Thank you for sending over the promotional email. From my review, it’s clear that the email did not include a link to the general bonus terms and conditions, nor did it indicate that the bonus amount would be based on the deposit value. Despite this, when you deposited $44.78, you received a 600% bonus, whereas the general terms suggested a 500% bonus (see attached images).

Bonus received:

999% Bonus terms:

This discrepancy is indeed confusing, and the casino should be more transparent and clear with their promotional offers.

• Could you please let us know if you reached out to Customer Support when you noticed the discrepancy in the bonus amount, or if you continued using the 600% bonus?

Thank you.

Dear Mikeriddiculous,

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.

I guess cancel the complaint it wasn’t even about the disputed amount it was about the false advertising which I think you guys have shown to be true. The email contained no hints that the bonus would be different and you have shown in the comments that if you dig for the terms you can find all this and that is true but the advertisement was still false.

Hi Mikeriddiculous,

I understand that it would be ideal for players to be notified of all relevant conditions for any bonus directly in a promotional email. However, if the bonus rules are available with just one click, we consider this to be satisfactory communication from the casino.

I wish I could offer more assistance. I’m sorry we couldn’t help you resolve this case, but please don’t hesitate to reach out if you encounter any issues with another casino in the future. For the reasons mentioned above, I will now have to close this complaint as rejected.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru