Pacific Spins Casino - Player's winnings are voided.

After sending my documents for verification. Casino wouldn't pay My winnings from Free spins Bonus and all winnings where voided even after I completed all wagering and followed all terms and conditions. Casino says I have multiple accounts which is a lie because I only send my documents once to my only one account from the first day I signed up.

Dear MrBitcoin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Was your account previously verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

Dear MrBitcoin,

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 asked around and nobody didn't even knew about the existence of Pacific Spins Casino. But I do also play other sister sites casino in case that helps

Thank you very much, MrBitcoin, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello MrBitcoin,

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now, I would like to invite Pacific Spins Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Pacific Spins Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

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.

Dear MrBitcoin,

I'm currently trying to get in touch with the casino's representatives internally. Therefore, I'm extending the timer by another 7 days to see what can be achieved.

Thanks for your patience.

Kind regards,

Tomas

Dear MrBitcoin,

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,

Tomas

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.

Dear MrBitcoin,

I have been provided with evidence that supports the casino's decision. Unfortunately, after gathering all the necessary information, we must reject this complaint as unjustified due to a breach of the casino's terms and conditions, specifically the bonus terms and conditions. Multiple accounts have been created, which gave you an unfair advantage in accessing no-deposit bonuses across all accounts. The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Thank you very much, Pacific Spins Casino, for providing information and for your cooperation.

Best regards,

Tomas

Casino.Guru