Pacific Spins Casino - Player is facing difficulty in verification for instant withdrawals.

The casino wants me to verify my account before I can do instant withdrawals and so I asked chat support and they told me to send my state ID and a picture of me holding my state ID next to my face to Pacific spins banking department via email so I do so and then I receive an email saying if you want to open instant withdrawal you need to send these documents to this link and so I click on the link and it brings me to chat support and in chat support tells me that I have to email the identification documents to the banking team so I do that again and the banking team sends me the same email saying chat supports one of verifies the accounts for instant withdrawals so I'm getting conflicting information and they won't email me back except for that one email to send it to the link that brings me to chat support so it's just really frustrating and then when I talk to chat support and ask him what's the different way we could do this they won't help me find a way to solve my issue

Dear roniwashburnwiess,

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. 

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? 

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

It's been over a week I can't even request a withdrawal when I talk to customer chat on the website they tell me to email a picture of my state ID and then a selfie of me holding my state ID to the banking department via email I do that and then the banking department send me an email back saying that I need to do it through customer chat I will upload a screenshot of what I am talking about

that one is the email that I get back from the banking team

So they never try to help me figure out a different solution I also have asked to speak to a manager or a supervisor and they say there's never one there how can they help and it's gotten to the point to where as soon as I bring it up they just close the chat on me and quit talking to me I can still access it but they don't reply and they close the chat

and those last two are the ID and the self give me holding my ID and you can see the information on them is very clear

Check this out I just went to customer service to try to get it verified again and now they said that I have more than one account this is a big violation and they took my $50 and said I can continue using

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

Were your winnings accumulated with or without an active bonus?

Dear roniwashburnwiess,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.