Pacific Spins Casino - Player's winnings are confiscated for betting over limit.

After receiving a loyalty free play during my last spin on a 50 Cent BET in Cash Bandits 3, I hit a win of $523. The playthrough requirement was initially from the game Eternal Love, where I had only won around a dollar. So, my playthrough was only $120 or $130. To be able to cash out the maximum of $50, I increased my BET to $6.25, but it wasn't decreasing fast enough, so I raised it to $12. I wanted to be cautious, as some casinos require you to cash out with your initial bonus winnings. So, I stopped at $60, knowing I would only get $50 either way. I requested a cashout and received an email from the manager, Allie, stating that I violated their policy and rules, and my withdrawal was denied. They claimed it was because I bet over $10.

I tried to reason with Allie, showing documentation of my $523 jackpot win from a 50 Cent bet, but she insisted on my violation due to the $12 bets. I pointed out that their terms and conditions were vague and that they added another $10 chip to my account, which contradicted their own rules. She refused all my options and was willing to lose me as a customer over this issue. It's frustrating because my $12 bet didn't affect the outcome, and it was already after I had completed my guaranteed playthrough. Their casino rules regarding betting over $10 are unclear, and it doesn't make sense to allow bets above that limit if it's against their rules. I'm considering escalating this issue to higher authorities.

Dear bigrobgodin,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the general bonus t&c and I found this: https://pacificspins.com/terms-and-conditions

"Fair gaming is ensured with all bonus promotions by limiting the maximum bet allowed to be placed. Unless stated otherwise in the promotion, $10 is the maximum bet amount allowed. Betting above this amount may result in promotion winnings being voided and removed"

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

Dear bigrobgodin,

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.

I'm arguing that I had already completed their playthrough requirements and was ready to cash out $50. Instead of allowing a direct withdrawal, they forced me to repeatedly gamble on a $6.25 bet, which seemed unreasonable. I then tried to increase the bet amount slightly, but without any intention of breaking their rules. It's puzzling that they don't have a $10 bet limit clearly stated, unlike most casinos. Even though I don't want to dwell on terms and conditions, a $10 max bet is usually in place to prevent huge jackpot wins, and it's tough to complete the playthrough. In my case, I had a significant win with a 50-cent bet, allowing me to meet their $130 playthrough requirement. However, they didn't want to honor this win and gave me a $10 chip, which contradicts their own rules against consecutive chips. This situation is unfair, and I'm frustrated with their actions. If they don't give me my $50 after this tournament, I'm finished with them.

They already screwed me out of $500 they said that I want $1,000 in an email and then only sent me 500 so how you going to put something somewhere that says something that you want and then somewhere else that says something different that you want it's just up to their discretion would you get what you get to have as it make any sense I was a top winner in a tournament the prizes

Was $500 but in the email they gave me the price was 1,000 said 1K I will send an email right now too

In our article, we explain: https://casino.guru/fair-gambling-codex-for-casinos#max-bets

This rule was most likely introduced to make bonus abuse more difficult. Without the max bet rule, bonus abusers could get a bonus from a casino and try to quickly multiply it by placing big bets. If they succeed, the multiplied balance would allow them to easily meet the original wagering requirements and cash out their earnings. The max bet rule is therefore a valid rule used to prevent most extreme cases of high-volatility bonus hunting.

I checked the website and found this: https://pacificspins.com/terms-and-conditions

7.1. General Bonus and Promotion Rules

7.1.v Fair gaming is ensured with all bonus promotions by limiting the maximum bet allowed to be placed. Unless stated otherwise in the promotion, $10 is the maximum bet amount allowed. Betting above this amount may result in promotion winnings being voided and removed.

You indicated you made bets of 12 USD before the playthrough was complete, did I misunderstand the situation?

"To be able to cash out the maximum of $50, I increased my BET to $6.25, but it wasn't decreasing fast enough, so I raised it to $12"

Could you please specify when the playthrough of the bonus ended and how much were the playthrough requirements of the bonus?

Kindly send the email communication (or any relevant communication) to my email at tomas@casino.guru

I'll await your reply.

Dear bigrobgodin,

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.