Pacific Spins Casino - Player's winnings have been confiscated.

I deposited $50 to a bonus of Frostywins. My balance was 5,127.37 they took it all but $202.37 I was supposed to be able to withdraw 250 five times my deposit other money they took All of that money was not one on that bonus please help me out they will not respond.

Dear lealucia542,

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 promotion was activated on your casino account?
• Is the withdrawal request still pending on your account?
• Have you asked casino support for an explanation as to why this amount was removed?
• Have you received any explanation from the casino?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Dear lealucia542,

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.

The bonus was Frosty winds. On my account it says no pending payouts I have got one email from banking telling me that they needed the front and back of my driver's license in a selfie of me holding it which I sent and had sent before that I submitted it the first time on January the 2nd and I have submitted it twice to documents at Pacific spends.com still nothing they are beyond the 7 days I got an email from documents again this morning telling me they needed the my driver's license in a Sophie of me holding it I just keep getting that over and over and over and I really need my money. I have not received no explanation from no one I really wish y'all could help me it's not right.

This is the only response that I keep getting from them I have submitted my documents probably 15 times can somebody please help me get my money

Thanks for the clarification.

Unfortunately, the information you sent initially points to the fact the documents weren't of sufficient quality.

Have you asked someone else to take a photo of you and have you submitted a selfie with legible ID?

I apologize for the inconvenience.

Dear lealucia542,

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.