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

I beat the wager requirements on the free spins they gave me and they never paid me the money which is $50. It's been a month and they don't respond to my emails. The 24 hours support doesn't know anything about winning they say.

Hello Mikeoka,

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? Did you ever deposit into the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear Mikeoka,

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.

To answer your questions

No I am not verified yet. That is what is keeping me from being able to cash out.

No I haven't made a deposit into the casino. I won off of their free spins.

The last time I spoke with them was through the live chat the day I submitted this complaint and it was about my winnings and they said I need to talk to banking department because they don't know anything.

The banking department last contacted me on September 13 with a request for to resend my selfie with id in which I did the same day. Now they don't respond.

Thank you Mikeoka for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Mikeoka,

This is Tomas, and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Pacific Spins Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

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 Mikeoka,

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 Mikeoka,

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.

Hello Mikeoka,

We have been informed that your verification is pending due to a request from the casino's Banking Team that new photos have to be provided as the original ones were too blurry to finalize the verification procedure successfully.

Can you please comply with their request and let us know once you do so? Thank you.

I have complied with their request before and they still haven't done anything. They are just using it as an excuse to not pay. No one tried to contact me saying they didn't accept the updates but I just sent some new ones in regardless. I'll wait to here from them. Or you guys.

Dear Pacific Spins Casino,

Could you please give me an update on the status of player verification? Have the documents provided been sufficient to verify the player? Thank you.

Here's an update on Pacific Spins. They have made it right. They allowed me to finally cash out my winnings. Thanks for your time and all the hard work you gave to collect what was due to me.

Dear Mikeoka,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru