Pacific Spins Casino - Player's documents were denied with no explanation.

After submitting the required documents and waiting nearly 3 weeks they denied my verification documents without a reason and the customer support agents on the site claim they don't know why I have no way to contact the banking department, all subsequent emails to the banking department have gone unanswered.

Dear Frostbyte845,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pacific Spins Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please specify which documents you submitted for verification?
• Was your access to your casino account restricted?
• Have you used a bonus to achieve your winnings?
• If there is any relevant communication regarding the issue between you and the casino, please forward it to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Frostbyte845,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The message from the player:

"The casino has restricted access to my account.

I used a no deposit bonus for my winnings.

The casino hasn't responded to me or communicated with me at all.

I sent front and back of California state I.D. and a selfie of me holding the I.D."

Have you made any deposits in the casino?

Did you receive any explanation from the casino about the situation whatsoever?

No and no

Thank you very much, Frostbyte845, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Frostbyte845,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Pacific Spins Casino representative to join this conversation and participate in resolving this complaint.

Dear Pacific Spins Casino,

Could you please state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan

We’ve reopened this complaint at the request of Pacific Spins Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

LMAO omg really 8 months later and they wanna finally respond... Sure I would like to get paid the money they owe me.

Yes I would like to get paid the money they owe me

Hi Stefan,

Hi Frostbyte845,

We sincerely apologize for any inconvenience caused by the oversight of this complaint. We are committed to resolving this issue promptly and providing the necessary documentation to support our claims.

After consulting with our banking department, we were informed that the player's account verification documents have been rejected due to suspicion of forgery. According to our terms and conditions, we are obligated to reject payout requests and void any associated winnings if fraudulent documentation is detected. Please note that we take the security of our customers' information very seriously, and these measures are in place to protect both the players and our platform. Please refer to the term stated below:

https://pacificspins.com/terms-and-conditions

5.1. e. Pacific Spins reserves the right to request copies of your identity, address, credit card copies, an approved signed purchase history, and/or other appropriate documentation when making credit withdrawals, in order to ensure fast payout, prevent fraud, and safeguard all financial transactions. If you fail to provide the requested documentation within 4 weeks or submit fraudulent documentation, we reserve the right to cancel the payout and/or close or lock your User Account. We may subsequently ask for these copies at random to ensure the security of your account.

Stefan, we have sent an email to your registered address containing the disputed documents that support our findings. Please review these documents at your earliest convenience.

Should you have any further questions or require additional clarification, please do not hesitate to contact us.

Kind Regards,

James

PacificSpins Casino

Dear Pacific Spins Casino,

Thank you for your response and the information provided.

Hello Frostbyte845,

I have reviewed the evidence provided by the casino and the documentation indeed appears to be forged. I am afraid there is nothing that can be done from our side as we believe that the casino acted within its terms and conditions. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan, Casino.Guru