Pacific Spins Casino - Player's winnings decreased due to 'excess playthrough dollars'.

I joined the pacific casino and I played with their free bonus no deposit well I ended up doing really well so I was at around 600 with only 300 playthrough to go when I hit a big win in Aladdin and it was a win for 498 they didn’t even let the win hit my account they deducted it all for my play through so after the play through was finished I deposited 50 dollars via my PayPal bitcoin and followed instructions got verified and put in a withdrawal request for 538 dollars so I didn’t get no reply when I did the email for the withdrawal next thing my whole real cash balance went from 538 to 50 dollars and their reasons where even though it said my withdrawal request was approved that my credits were excess play through dollars which is something I never heard of let alone they state the playthrough can be used to wager for wagering requirements i wagered a lot and deposited 50 dollars to their casino right before the win that supposedly cleared my playthrough I really got the short end of the stick and they emailed me and told me to give my picture ID and I did deposit 50 I only received 100 dollars casino credit which was 50 after they removed the whole 538 and my deposit finally hit but I was supposed to have another from what I saw for the 498 they took but apparently they don’t care and are not making any efforts to resolve this I don’t know how they can approve my withdrawal and then keep it two times for one bonus I think the excess playthrough was a hoax to not pay up or their having an issue with workers cuz if they accepted and approved my withdrawal why didn’t they send it to me I asked to just get my 50 bitcoin back into my account and just delete my account I they won’t

Hello brentkukuk0211,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pacific Spins Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? How much is your current casino balance? When was the last time you spoke to the casino and what was it about?

Please note that if you did use a free bonus, the maximum allowed winnings from that is $50 (you can find it in terms and conditions of the casino): https://pacificspins.com/terms-and-conditions

According to your description, the casino paid out the winnings correctly.

Looking forward to your answer.

Regards,

Nick

I know it seems that way but I wish I would have had it video taped on my phone I know I had 1000 and I had 300 play through left I hit when I was basically done the play through so they would of had to take out the 498 and I hit a win right after it seemed like in Aladdin I think they felt they didn’t want to pay out someone who deposited 50 and won off free 50 I was verified ealier then that btw something happened and they didn’t want to pay since when do casinos use the term excess play through that’s literally what they called it and none the less my account had my real cash balance as 588 all day now you do realize the 498 was deducted from my account first so if my account said 50 in balance then the 538 was after that so there for I already deposited my 50 by that time so therefor they had no restrictions left to use right cuz then after that the excess was 538 we’ll I never used another bonus and by balance was at 50 but that was my deposited 50 and I didn’t play any of the 538 so I didn’t use it so either they owe me 538 or I’m owed another 50 since if each time they took ny winnings down to 50 I should have 100 (deduction 1(50)remaining deduction 2 (50)remaining plus my deposit of 50 I only received 1 50 from the bonuses but yet it said I had a remainder of 50 left each time even though my withdrawal was approved it’s just rediculous I know it was a slim chance I’d hit at just the right time he’ll even an error but I think if their honest they would have at least compensated me something because it’s not fair to think your going to receive 500 dollars and not get any of it esp when withdrawal was approved

And furthermore maximum winnings from the bonus is 50 so what the 50 dollars is going to have a restriction of that 50 and I deposited 50 by that time so what is fair in that I think you guys are not listening andbthey are not either and I’m not being unfair but that’s not right esp when it told me my real cash balance was 538 after the playthrough was taken care of and until I withdrew my balance remained for 500 so there is something wrong but I know people and no one is a trustworthy person when it comes to someone else having a good stroke of luck so my chances of seeing any kind of payment is next to nothing and the chance one of the people involved actuallly understanding me at least admitting they do is next to nothing so thanks if there’s a chance you guys can get them to consider something in return for this error I’ll be appreciative and not stand by my opinion of them but otherwise I’ll be letting other reviews know and they will be warned about on bbb

Does anyone ever get reimbursed or anything just wondering

Hello brentkukuk0211,

Would it be possible to forward the communication between you and the casino regarding this case to nikolas.b@casino.guru? Also if it's available for you to download, please forward your full betting history as well.

Dear brentkukuk0211,

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.

Yes I suppose I will see if I can get a download of all my betting history

Hello brentkukuk0211,

As I did not receive any e-mail from you, can you please advise if you were able to forward the requested documents? Please keep in in mind that we will be forced to close the complaint if there won't be any update within the next 7 days.

Dear brentkukuk0211,

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.

Alright sorry I’ll sent them now

The complaint will be now rejected as the player failed to provide the evidence even after multiple requests.