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

Hello! 

I was given 100 dollar for my registration on pacific spinns 

I played true 35 I don’t know the English word but in Swedish "omsättningskravd

Sara R**

registered and got a completely free , no deposit requirement or limit a bonus of 100 dollars, the turnover however 35 times and I played through, luckily I regularly checked how much was left en the turnover requirement (am a beginner and this could have happened unnoticed as well) when I'm on the finish line, the casino draws several hundred dollars

from my account, no notice or anything alerting me about this, left was 50 dollars that became "real" money. my understanding of this is that you should miss that they took money and that you, believing that you have a lot of gambling money left, should happen to play up the amount they left behind and thus lose the pot. 

 they claim you can't

pay out more than 50 dollars otherwise they wouldn't have their turnover running themselves. 

 ok not because I understand arguments but ok. what I don't feel they enlightened me about in any way was that they would take 3 hundred something that I played and wagered 35 times unnecessarily! I won't get the money they took and when I asked where and who got my winnings I didn't get an answer to that? have i played and wagered the 100 dollars i got 35 times because wtt are they going to get the winnings from the games? in addition i got barsbbehplls 50 of these 100 so besides the profit they took another 50 dollars . if i understand correctly they made 3550 dollars from me . is it legal they also did not want to pay this remaining 50 dollars. I have sent in a driver's license photo with driver's license, both sodpr international ID and identity card from the tax authorities and also my visa card. their bank still hasn't approved my withdrawal.

pay out more than 50 dollars otherwise they wouldn't have their turnover running themselves. ok not because I understand arguments but ok. what I don't feel they enlightened me about in any way was that they would take 3 hundred something that I played and wagered 35 times unnecessarily! I won't get the money they took and when I asked where and who got my winnings I didn't get an answer to that? have i played and wagered the 100 dollars i got 35 times because wtt are they going to get the winnings from the games? in addition i got barsbbehplls 50 of these 100 so besides the profit they took another 50 dollars . if i understand correctly they made 3550 dollars from me . is it legal they also did not want to pay this remaining 50 dollars. I have sent in a driver's license photo with driver's license, both sodpr international ID and identity card from the tax authorities and also my visa card. their bank still hasn't approved my withdrawal. a week has passed. it wasn't a hindrance that they drew over 300 in a shady way, but paying 50 dollars is I don't know these laws and rules for gambling, but spontaneously I see it as frock theft. it was direct payment as they advertise and it is a pure lie. Thety manifest "fair play"

How do you see st it.?

Om from Sweden , sorry for my grammatical failure 

Best wishes 

Sara R** o

Dear svaergan,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing with the online casino.

To better understand your situation and assist you effectively, could you please provide the following details:

• Can you confirm the exact date and time when you received the $100 bonus and the date and time when you completed the turnover requirement of 35 times?
• Could you provide more details about the amount that was deducted from your account? How much exactly was taken?
• Can you provide any screenshots or additional documentation that show the turnover progress and any messages or emails from the casino regarding your winnings and withdrawals?
• Have you contacted the casino’s customer support about the delay in approving your withdrawal and the deductions from your account? If so, what was their response?

Please feel free to forward any relevant communication 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

today I received a reply from their bank support that I should send in better photos, I did that but have not heard anything further since, there is nothing to complain about the photos I sent today, they have also received proof of identity and show card details. I have little faith that the previous pictures weren't good enough but now they can't use that as an excuse again..mvh Sara

Even though I sent in the document for ID verification time and time again and get a message that it has been uploaded, it says that I should send it in anyway, I have sent to their bank support right away, I haven't understood why my VISA card is good enough to verify me, this has never happened to me on any other gaming site.

I find this under FAC from pacific spins.

Update

nothing happened from Pacific spins yet, nor answer since I sent in photos with the best quality. However, they continue to send advertisements several times a day to my Mail with various offers. As a customer, I do NOT want to send money to them in this situation, so it is provocative advertising

I know that I have been very messy in the information, so I want to clarify a little about the amounts.. I got 100 usd bonus I played and traded 35 times they took 3921.88sek i.e. 373 usd from my account when I fulfilled the requirement for turnover (without informing me before, during the event, or after,) they report transactions 7 days back so today it has been too long to even see what happened from my account (I have saved the log as you know) left on the account today is 51 usd and according to pacific spins I will be able to withdraw 50 usd whenever I want. they want me to verify myself to be able to withdraw money, I have sent in what is required but now several days have passed with no response from them despite several contact attempts

Hi svaergan,

I have checked the general bonus terms and conditions (here) and this is what I found:

7.5. General rules for free spins coupons

Unless otherwise stated in the promotion, the player can withdraw the amount of $/€/AUD 20 and a maximum of $/€ 50.

The player is required to wager 30 times the value of the free spins winnings.

The Player understands that the Casino will delete the excess funds from the User Account after the Player has received the maximum withdrawal amount.

Please understand that it's quite common for casinos to impose a maximum cashout limit on winnings from No Deposit Bonuses. Any funds that exceed this limit are typically forfeited. However, since these are bonus funds and not real money, they aren't credited to any other account or retained by the casino.

Regarding your verification process, if you submitted the same selfie that you forwarded to me, I recommend taking and sending a new one. The one you provided is too blurry to be clearly readable, which could cause delays in the verification process.

Thank you.

Hello! I understand, I have sent in better photos, I can send you a copy as well, but I don't want to post photos of myself in this thread.

they don't deny me these 50 usd, but this with verification feels very much like a way to make me give up. They don't even answer. I was instructed to submit my documents for verification to three different places, first I would upload on their website , then to customer service and then the last time I heard from them I would send to a third Address, .

if I am to follow my Bank's recommendations, I should not expose my details in this way, they recommend digital verification such as via visa or bank ID.

now I have shared these details to pacific spinn and to three different email addresses/website

that they don't answer feels worrying

as for the withdrawn money, nothing I was told was going to happen, I wouldn't have even noticed it if I hadn't checked the balance at the time, I had already started playing on the 50 usd they left behind and my opinion is that their intention was that I should happen to play my balance to 0usd and thus not be able to withdraw profit. I don't understand why I should wager the bonus 35 times in the belief of winning money and since I am a beginner I asked questions to their customer service (chat) to understand this, with wagering requirements. There was never any question that my profit would be nothing but my own ..

I'll email my updated photos to your email!

etc. Sara

one more thing

regarding the withdrawal limit, they explained to me via the chat that they have that limit so as not to end up in bad liquidity themselves due to profits. So that I cannot withdraw more than 50usd per time from this type of bonus. Not that it would disappear from my balance.

I may have misunderstood what the operator meant, not informing a customer about such things in a guaranteed clear way is not compatible with the Swedish Commercial Code, I realize that my attitude is probably naive in relation to the regulations that pacific spin is regulated by.

now there are so many things they don't live up to so my confidence is very low. Especially because they are impossible to communicate with.

Hi svaergan,

• Could you please let me know your current active balance?
• Also, just to clarify, did you continue playing after your winnings were capped at $50, which is the maximum cashout from the mentioned bonus?

Thank you.

Hello!

before I saw that the balance got rid of 373 dollars he I played so the balance ended up a little below 50, I then play up to the balance I have now, it says that you cannot make withdrawals under 50 dollars so I was happy that I managed to win back me up to the withdrawal limit, there was no box or message in any way alerting me that they withdrew $373 or that I played through the wagering requirement.

The balance now 51.12 that is

dare not play

Thank you very much, svaergan, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Thank you very much!

can update that I emailed both the usual support and bank support at Pacific spins during the week. Several times with no answer

do you think i will have any success if i keep emailing pacific spins even if they don't reply? Or is it begging for worse conflict, I see they haven't existed for a long time. I work as a salesperson myself and it feels like they have a very strange strategy.

the only thing i get from them is advertising about free games and instant payouts. If I tried to play with one of them, it wouldn't work because my balance is too high.

I hope they don't think they can remove my winnings due to inactivity at the casino, that would be typical

Hello, svaergan,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Pacific Spins Casino team,

Could you please explain the player's situation in more detail?

If I understand it correctly, the player played with a no-deposit bonus with a maximum cashout of $50, met the wagering requirements for this bonus, with a balance significantly over $50, so it was capped at $50. Then she continued playing and ended up with the balance that remained in the account ($51.12), and it is still available for withdrawal. If that is correct, can you please provide us with the current status of her KYC/verification? How can she withdraw her $51.12? What can she do to speed the process up?

At this point, if she reached the current balance after meeting the bonus WRs and confiscation of everything over the maximum cashout for the bonus in question, the casino should allow her to withdraw the entire balance.

Thankyou!

Today I saw that they took additional money from my account, this is money that I did not win through the bonus because I won it to get up to 5`0 dollars to be able to withdraw.

When they deducted the $373 because I played through the wagering requirement, my balance ended up a few dollars below 50 and so I played the balance to $52.

I was able to make a payment and received a receipt, no money appeared. Up so I logged into pacific spin and see the 50usd balance is back and again they won't let me cash out, I get in touch with customer service who requires me to deposit 10usd to withdraw my winnings, I I write that I will do it because they only let me withdraw money via bitcoin. That they should have a deposit from my bank or bank card all of a sudden there is no logic in it as I am not allowed to make the withdrawal the same way, in addition they just took money so that I would have exactly 50 usd and if I deposit 10usd the balance ends up at 6` 0 usd and I lose the 10 dollars too

Hi Branislav,

Hi Saraseal,

Hope you are both doing well.

Please note that the customer used a no-deposit welcome bonus, which has a maximum cashout limit of $50. After meeting the playthrough requirements, the system automatically adjusted the balance to reflect this limit.

Additionally, the player's account has been fully verified by our Banking department. Once they make a verification deposit, they will be able to withdraw the funds instantly.

If you need any further clarification, please don't hesitate to reach out.

Best Regards,

PacificSpins Management

Yes now after a month it is verified. Yet you have already used the documents I sent 5 weeks ago. So there was nothing wrong with what I sent... great but why so many weeks without an answer even when your customer service promised Max three banking days...?

I'm happy to go ahead and release it if you pay out the 50 usd that remains on my account.

but now there is a demand that I deposit 10usd to you? Why? Then you will still only pay out 50usd so I lose the deposit as well.

it is also not justified to ask for a deposit as I am not allowed to withdraw my money on my bank card but must use the only option you offer for withdrawal. Bitcoin , so why should I send you 10usd from my bank card?

during these weeks I have read a little bit of the license (Anjouan eGaming. ) you refer to for complaints and want to make you aware that the following clause is included for you with a license but also for online casinos without a license that use the same payment system.

I pasted from this of the relevant in that I do not consider myself to have to deposit money

Anjouan eGaming.

https://www.gamblingcommission.gov.uk/licensees-and-businesses/print/fair-and-transparent-terms-and-practices

Latest event

just checked the pacific spins account and now it says again that I did not submit documents for verification, it is also not possible to reach the bank's support either now rest web form or chat that I tried when they write "please contact suport

Dear svaergan,

• It is industry standard that online casinos need players to make a verification deposit in case they played and won from a no-deposit bonus; there are justified reasons behind it, and we accept their right to request it (and the documents to verify the payment method as well); therefore, if you want to withdraw your winnings from a no-deposit bonus, you will have to make a verification deposit in one of the available ways in your cashier - deposit section
• Many factors influence the availability of payment methods at online casinos, and it does not depend only on the casino itself; it is not for granted that all payment methods available for deposits have to be available for withdrawals; so, if the casino needs a verification deposit, offers you some payment methods, and also offers you payment methods for a withdrawal, everything should be alright, and you should be able to withdraw $60 from your account after making the verification deposit (maximum cashout from the bonus + your verification deposit if you decides not to continue playing, or depending on the chosen payment method and a minimum allowed deposit amount) and verifying your payment method
• The link you provided is very likely completely irrelevant here because it is related to UKGC, which has nothing to do with the matter
• What did you expect from a new withdrawal if the casino clearly stated you have to make the verification deposit that you have not made yet?
• I would like to wait for a confirmation from the casino regarding my further questions, however, please count on the option you will have to make a minimum deposit to withdraw your disputed winnings from a no-deposit bonus

Dear Pacific Spins Casino team,

Can you please confirm that the user will be able to withdraw his disputed winnings and an amount of his deposit after he makes any?

Will his deposit be subject to the mandatory wagering requirements for real money deposits (AML), and if yes, why? Will the casino allow him to withdraw his winnings and deposit without any further requirements for playing? Is there anything that needs to be done on his side after making a deposit to withdraw the disputed winnings and his deposit?

Hi Branislav,

I can confirm that the verification deposit is instantly withdrawable and is not subject to any mandatory wagering requirements. The player will be able to withdraw both the deposit and the disputed winnings without any further requirements for playing, once the deposit is made.

There is nothing additional that needs to be done on the player’s side after making the deposit in order to withdraw these funds.

If you have any more questions or need further clarification, feel free to reach out!

Best Regards,

PacificSpins Management

If it is the case that it is common to

you have to deposit money before you can withdraw a profit from an online casino, so it's still not something I knew about and couldn't foresee when I played and won with a no-deposit bonus at other online casinos, most recently Interwetter.

The money came the next day, they also did not take anything from my winnings from the bonus. The requirement was to play through the turnover and when I did that I got a notice that I had played through .

I did not receive such a notice during the game on pacific spins

I also didn't get any message or notice when you took $373 from the winnings and then just over $2 a month after.

For over a month, I have received no other information than that I did not send you enough material for account verification and that the delay is my responsibility. When casino guru asked you to respond to this complaint, the account was verified the same day (?!) aren't the rules the same with you for a single customer? My confidence is not getting any better

Now you claim that it is not so, but you give no reason why I received incorrect information for such a long time, instead there is another demand for a deposit to withdraw my profit

You only accept withdrawals via cryptocurrency, a deposit from my bank card or bank account has no purpose to make the profit payout, it does not facilitate.

If you take these aspects into your decision to require a deposit from me to pay out my winnings, does it really feel right? I don't trust you. You do not follow the rules that your license requires, you cannot be reached via Mail or chat.

Now, in any case, I can't even make the deposit you require, as my account is again listed as unverified.

I don't get the feeling that you want to resolve the situation, I assume you are under the laws of the Netherlands? Gambling license or not, normal legislation still applies

have tried to make this verification deposit without success. I don't get an answer from customer service when I ask what to do either. Right now it says that I have to submit documents for verification, driver's license and residential address.

actually don't get it, it's frustrating when it's not possible to have a support call or reach their customer service

Dear svaergan,

Alright, so you were lucky with a no-deposit bonus in another casino. But, it also depends on many other things whether you are able to withdraw winnings from a no-deposit bonus. But it is not the subject of this complaint. To be honest, I do not know what exactly you expect from the casino or us now, but please note that in case you want to withdraw the disputed winnings from the no-deposit bonus, you are simply obliged to make a verification deposit and maybe verify the payment method used. You can use a no-deposit bonus (free money from the casino) and play with it without the need to make a deposit. However, in case of successful winnings, a verification deposit is necessary.

In addition, if the casino asks you for any additional documents upon KYC, I strongly recommend you provide them as soon as possible, regardless of providing them before. The casino has some reasons for requesting them, and there is no way how you could move forward with the matter than to provide them.

Dear Pacific Spins Casino team,

Thank you for your confirmation.

Can you please check the user's account and provide us with an update on what needs to be provided by the user to complete the KYC/verification?

Why does the casino need the same documents that were already provided by the player earlier or recently if they were already accepted/verified?

Do you see any deposit attempts on the disputed account? If so, what is the reason it was not successful?

Can you provide the user with any instructions that could help him simplify or speed up the process?

Hello!

I have not tried to deposit money,

I'm willing to do it right away but I'm not sure if I really understood all the terms etc. I've never traded bitcoins so I don't know how to do it safely.

if i understand correctly i have to use the same payment method when depositing this 10usd

can't I use my Visa card instead? It would have made it much easier for me plus I have insurance on my Visa card.

Does it make a difference to you?

Thank you both for your replies.

Dear svaergan,

What payment methods do you see in your player account cashier, deposit section?

There is a minimum amount of 20..

Yes, but you should be able to withdraw them right after it is successfully credited to your casino account balance, with the disputed winnings. It is only a verification deposit.

Dear Daniel and Pacific Spins Casino,

So, the situation changed a bit. Would it be completely alright if the user made a verification deposit via bank card payment method? If so, and she is able to withdraw it with her disputed winnings - can she withdraw everything by the same payment method, or, what payment methods can she use for a withdrawal then?

Hi Branislav,

Hope you are well and safe.

Unfortunately, the bank card transfer deposit method is currently unavailable for Sweden due to an issue with the card processor. The only method available for deposits is through cryptocurrency. For withdrawals, the only available methods are via cryptocurrency: Bitcoin or Litecoin.

However, CashApp allows users to buy and send cryptocurrency. The player may wish to try depositing via CashApp. Also, we recommends Binance crypto wallet, they have pretty good guide how you can buy and transfer money.

Thank you for your understanding!

Kind Regards

Daniel Moore 

Casino Pacificspins Management 

Alright, Daniel. Thank you for confirmation.

Dear svaergan,

I am sincerely sorry, but as we can see, there is really no other option than to deposit/withdraw via crypto.

Can you look at the app mentioned by the casino representative and Binance, and let us know if you are able to perform the necessary steps to withdraw your winnings (verification deposit and subsequent withdrawal to a crypto e-wallet)?

Do you have anyone around who could help you with that if you are not so skilled in crypto/e-wallets and related processes?

Unfortunately, I can't think of anyone knowledgeable to ask, but I simply have to learn. However, I have spoken to VISA customer service who guarantees that there are no problems with VISA from or to Sweden regardless of where in the world they are from. They encouraged you to review what applies to using visas. It's up to you

But.

Right now I have to wait until I get paid anyway ... So it won't be 9/25 at the earliest

Etc. Sara