The player from California faced issues with two account closure requests submitted due to a gambling issue but had not received any response. They expressed concerns about continued money losses. The Complaints Team confirmed that the player's casino account had been temporarily closed until November 30th, and the matter was considered resolved. The player was advised to reach out for assistance in the future if needed.
Pacific Spins Casino - Player's accounts are closed with no response.
Amount: ??
Pacific Spins Casino
Safety Index:HighSafety Index
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8.2
Pacific Spins Casino has a Safety Index of 8.2, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
I submitted a gambling problem to assist with 2 account closures. No response. I keep losing money.
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1 month ago
Dear Audrennab101,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.
Thank you very much in advance.
Best regards,
Dominika
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1 month ago
Dear Audrennab101, the other casino account must request self-exclusion independently.
Has your casino account been closed? If so, when?
Is this your only self-exclusion request?
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1 month ago
Dear Audrennab101, please forward the self-exclusion request to my email so we can see the recipient. My email address is dominika.l@casino.guru.
Is your casino account registered with the same email you used for the self-exclusion request?
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1 month ago
Dear Audrennab101,
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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3 weeks ago
Dear Audrennab101, am I correct in understanding that your casino account has been closed and that we can consider this matter resolved?
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3 weeks ago
Dear Audrennab101,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
