Pacific Spins Casino - Player's struggling to withdraw winnings.

Trying to withdrawal my winnings I finished all terms and conditions... Says I need to contact customer services but they don't give me the option nor have a way to contact them. I'll send screen shots attach with this message

Dear Shorty0321,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Yes ma am,

I can help u with those questions... Yes I tried to confirm my Identity but they won't give me the option to. I looked for the the link... For the KYC VERIFICATION but they don't provide anything for tht ill attach the screen shots of selection they provide me with only. It was with coupon bonus I have completed the playthrough requirements.

SCREENSHOTS

1ST-only thing they provide to contact them no email

2nd- no kyc verification selection

3rd-balance only option they give me to move forward once I push the contact info to get the screen 1st screen shot

4th- I fulfilled all obligations

Thank you for your reply, Shorty0321. You mentioned in your first message that there is no way to contact the casino, but there is a hyperlink when you click on the picture as suggested:

You will be able to send an email to support@pacificspins.com. Have you already tried to contact the casino via this option?

Yes Ive sent an email to tht email still waiting on response still nothing .

Thank you very much, Shorty0321, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi Shorty0321,

I've just reviewed your case and am sorry you came across such a problem. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Pacific Spins Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player was unable to contact you? Can you check if the customer support channels are working well? Your assistance in the player's KYC verification would be also very much appreciated.

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello Shorty0321 and Natalia,

We trust that everything is well.

Shorty0321, please note that your account has been reviewed on January 15th by our Banking Department and, unfortunately, we must inform you that due to a violation of the Terms & Conditions, the winnings made from the free bonus have been voided.

The Banking Department's review showed that a no-deposit bonus was already claimed from an account that shares several details with your account. Namely, the registered phone number and the IP address from which both accounts were played are matching which points to the fact that the player took unfair advantage of no-deposit bonuses our Casino offers.

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

7 BONUSES AND PROMOTIONS

7.1. General Bonus and Promotion Rules

c. Each promotion is limited to one per player, family, address, credit card number, and shared computers (such as those in libraries, workplaces, schools, etc.) unless the casino management has granted prior approval. Verification of a player's identity might involve several forms of identification, including name, mailing address, e-mail, IP address, and credit card number.

Natalia, please let us know what information or evidence is needed in order to successfully resolve this complaint. Also, please let us know where we can share the evidence.

Thank you for your understanding.

Regards,

Pacific Spins Management

That wasn't my intentions of trying to break the terms and conditions I was visiting my son and I was using his phone... But never will infringe on bad intentions....

Thank you

Diana Galvan

Thank you for your reply, Pacific Spins Casino. I'd appreciate it if you could send the supporting evidence (screenshots where the matching data for connected accounts will be visible as well as information about no-deposit bonuses claimed by both accounts) to my email at natalia.b@casino.guru, thank you.

Dear Shorty0321, could you please specify how you used your son's phone? So you just logged in to your account with your credentials using his phone? Or you have created a new account?

Yes correct, He allowed me to use his phone. Sorry for this miss undering this has caused

Thank you, Shorty0321.

I will be awaiting the supporting evidence from Pacific Spins Casino as mentioned in the previous message (my email is natalia.b@casino.guru). I will update you as soon as we receive more details from the casino.

Hello Natalia,

I hope you are well.

Please note that I have sent you the required evidence to your personal email address.

Should you need anything more from our side, please do not hesitate to contact us.

Best Regards,

Pacific Spins Management

Thank you very much for the email, Pacific Spins Casino.

Dear Shorty0321, we have received evidence from the casino representative, and it is seen that your mobile phone was used to register another account on the very same day as yours. The second account has been using the same IP address as you, so we agree with the casino that this behavior is very suspicious and goes against the terms and conditions of the casino, as stated in earlier posts.

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.