Pacific Spins Casino - Player is struggling to complete account verification.

Submitted for verification in December. They did not verify me. I cannot get a response from support ever, they never reply to my messages. I've now had to resubmit to banking for verification and there is no chat, just a chat bot that says to email support, who never replies. I use so many casinos like Limitless, Casino Extreme, Yabby, and Casino Brango (I believe they are sister sites) and have never had a problem with verification or reaching support.

Dear mmbrre,

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 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 did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hi,

I sent the email from December as well as any other communication I have had with them (mostly yesterday when I saw I wasn't verified yet). They told me in the chat to just submit my ID front and back; I sent those images and I added a selfie with ID just in case. I sent it the same day they told me this in the chat. This was before I only got a chatbot responding to me.

I should add that I sent it to the email address you provided.

In addition to the emails I sent, I received an email today confirming I am verified, but then there was still the restriction on my account, it was not removed. I have attached both images.

I was told to make a deposit of at least $10 in crypto to withdraw. I did, but then I got an email saying that I have to drop my balance for it to go through and show up in my account (meaning I have to spend the $50 I won after playthrough in free spins for my deposit to show up in my account and to be able to withdraw. Why would I do that? Then I have nothing to withdraw? I emailed support to explain I made the deposit and asked for the restriction to be lifted for withdrawal and sent them the email showing my deposit. We'll see what they say because what is the point of getting verified to withdraw, then having to deposit $10, then needing to spend the money for the deposit to show up in your account when the whole point of all that WAS to withdraw the $50...why would I lose that money to be able to withdraw?? That makes no sense.

Customer service allowed me to withdraw and I got my $50 from them. Will most likely never use them again, but it is resolved.

It took two emails with my username in the header, but I got the money. Huge hassle, but resolved.

Dear mmbrre,

I'm relieved 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,

Tomas

Casino.Guru