Pacific Spins Casino - Player’s winnings were confiscated after bonus usage.

I started an account at pacificspins.com with a no deposit sign up bonus of $200 using code WELCOME200 I redeemed the code after creating my account and began the 30x or 40x wager amount of $4000.00 I completed the wager requirements and my bonus balance of $1729.02 was changed to $50 in my real money balance. The coupon was reversed and -1679.02 was deducted from the bonus balance. Being that I’ve played with other casinos I knew the routine and immediately sent in my KYC documents for verification to be able to withdraw the $50. I Waited a day and reached out inquiring the status of verification with no response.

While I used the coupon there were restrictions as to what games were and were not allowed such as, 777, baccarat, blackjack, poker, stud, etc. the websites system won’t even allow you to enter the restricted games let alone place a bet in a restricted game as a pop up clearly states GAME UNAVAILABLE DUE TO RESTRICTIONS PLEASE CONTACT CUSTOMER SUPPORT. I know this rule. So I didn’t play these games during the bonus restrictions or wager requirements. Once the $50 was placed in my REAL MONEY Balance the coupon was reversed, the restrictions were lifted and I was granted access to play these games, being that the software or system wasn’t stopping me from entering these games anymore, being that the restricted access pop up was not stopping me like I had been prior to the coupon reversal. I placed a bet on the game European Roulette and won 175$. I exited and played more slots and before I knew it I was up to $1500. I sent customer service another inquiry about the kyc process and the amount of time it takes to verify my documents and the agent informed me -

"7.1.0. Any winnings from games like 777 slot, baccarat, craps, pontoon blackjack, roulette, sic bo, or any Live Dealer games will be withheld if the bonus was wagered on these games. This applies to any amount exceeding your original deposit.

Due to previously stated, the Management had no other option but to void all winnings.

I Informed the agent that no bonus amount was wagered on the games stated as the software would not allow access to these games throughout the bonus wagering process. My account was stripped of all winnings of $1294.51 and was told -

"Your winnings were voided due to you playing restricted games that are forbidden via coupon terms.

That only because you didnt finish your wagering requirements."

I informed them that all requirements were met and the coupon was reversed and the bonus was completed and asked to speak to a supervisor.

"I can assure you no one is targeting you and there is no agenda for you to speak to a supervisor.

You broke the Casino rules."

"Please note that there is nothing I or the supervisor can do for you because you clearly broke the casino rules and had obvious rules you could read every step of the way. We are truly sorry but the Casino is not responsible for you lack of will to inform yourself and play by the rules."

I explained to Zachary how the software wouldn’t allow restricted games to be accessed and I had screen recordings proving as much. That during any bonus wagering the restricted games are inaccessible by the system so it couldn’t have happened as they claimed.

"Once you finish your wagering the system unlocks all games but the coupon rules still apply and if you read the terms you would know that clearly you didn't so please tell me is that anything else I can help you with?"

I still was denied communication with any supervisor or manager on duty.

Zach- "My manager doesn't make the rules and cant explain no more than I can"

I asked Zach for his contact information as the next step I would be taking was meditation, Zachary replied with -

"Yeah that's fine that's your right but that doesn't change anything you did or the system that voided your funds under the rules that are clear.

There is no reason for me to talk about this nor can I speak about the inner workings of the casino."

"Zachary…That's all"

I let him know I had screenshots and recordings of our interactions and would be using it to help resolve this matter before ending our chat.

Dear thertz9611,

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

Do I understand correctly that your winnings were capped at $50, following the maximum cashout stated in the Terms of the Bonus, immediately after you finished wagering?

Do I understand correctly that you did not request the withdrawal of the $50 but decided to send the KYC documents first and continued playing with the funds?

Do you have any correspondence or screenshots from your communications with the casino’s customer support? If you do, please forward it to me at veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I’m not sure what the max cash out was. Either 50 or 100. But yes, after the. wager requirements were met. The coupon was reversed and my real money balance was $50 and my bonus balance was $0.00 wagering requirements $0

7-11-24 at 21:43:48….

I then proceeded to verify my account by submitting ID., and selfie etc.

i then waited for any sort of confirmation from the verification department with no response. So on 7-12-24 @ 03:00:15 I decided to make contact with the customer service team and see how long the verification process would take. Mind you that the coupon had been reversed, withdraw amount approved of -$1679.02 taken from my bonus account, and $50.00 placed into my real money account since 7-11-24 @ 21:43:48….over 5 hours later. I decided since I can’t withdraw the $50.00 I would play while I waited. I went to play roulette to see if it would allow me to even enter the game as it was blocked throughout the coupon gameplay due to restrictions. Being that the coupon was reversed due to me meeting the wager requirements, I was granted access to the now unrestricted games, roulette, blackjack, poker…etc. I played roulette and won $175, proceeded to play some slots and got up to $1300. I then decided to stop and I then made contact with Cooper to inquire about the KYC timeframe. He didn’t answer my question although the informed me he was denying all my winnings due to wagering bonus funds on a restricted game. Which was not factual at all, as I informed Cooper my bonus balance had been $0 since the coupon was reversed hours before and the games won’t allow you access to restricted games. He withdrew $1294.51 without a thought and ended the chat. Upset I reached out again hoping to reach a manager or supervisor but instead I made contact with Zachary ….

Thank you very much, thertz9611, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi thertz9611,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Pacific Spins Casino to the conversation to participate in the resolution of this complaint.

Hi thertz9611,

Hi Peter,

Thank you for reaching out to us!

Upon reviewing your account, we found that your winnings were removed due to a violation of the bonus terms. You played Roulette and Card Games with the welcome bonus free chip after you finished the wagering requirements. According to the bonus rules, you were eligible to play Non-Progressive Slots (excluding 777) only.

https://pacificspins.com/terms?class=welcome200

Code: WELCOME200

Value: $200 Chip

Wagering: 20x

Max cashout: $50

Max bet per hand: None

Allowed games: Non-Progressive Slots (excluding 777)

Other general terms apply

https://pacificspins.com/terms-and-conditions

7.1. General Bonus and Promotion Rules

v. Once a bonus is claimed, its terms become immediately effective and remain so until a new deposit or bonus is processed, and after the bonus has been cleared from your balance. This also applies if your playable balance falls below $1, or if you deposit on top of your existing bonus balance. Any violations of the terms may result in all winnings being voided.

The system also informed you about the rules when you finished the wagering requirements. You were not eligible to continue to play if you hadn't agreed to those rules.

The winnings were removed by the shift attending manager after the chat agent Cooper informed him about the noticed violations.

Additionally, during the verification process, the banking department found that you have multiple accounts at our casino. Per the casino rules, only one account is allowed per person.

5.1. Establishing a User Account

b. Only one User Account per player is permitted. If multiple accounts are discovered, all winnings will be voided. If more than one User Account is created, Pacific Spins may close all accounts, and any bonuses and winnings may be declared void.

Your account is now fully verified, and you can use only that account in the future. Due to the multiple accounts and abused free promotions on both accounts without making any deposits, your account is temporarily excluded from using bonuses until you start to deposit and play.

https://pacificspins.com/terms-and-conditions

7.1. General Bonus and Promotion Rules

p. The casino provides bonuses to encourage players. However, they aren't meant for "bonus hunters" or "bonus abusers." Accounts will be reviewed, and any account deemed as a "bonus hunter" or "bonus abuser" will have future bonuses and promotions restricted.

Also, Peter, I have sent you screenshots to your personal email as proof of the multiple accounts violation.

If you need any additional help, please do not hesitate to contact us again.

Kind Regards

Daniel Moore

Casino Pacificspins Management  

Hello Daniel,

Thank you for your reply and email.

Dear thertz9611,

I'm afraid I won't be able to help you. Firstly, the casino displays a pop-up with all necessary information after the wagering is finished and includes a tickbox. We consider this to be a good enough solution to inform players about the bonus rules. Secondly, the use of multiple accounts is forbidden in most casinos, so I can only recommend you open only one account per casino in the future to avoid trouble. Unfortunately, your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter