Pacific Spins Casino - Player’s withdrawal and account verification is delayed.

I have requested to be verified since sept 19th I have every email and have done everything they have asked and still no verification and I did win $50 from free spins and have done everything after that and they just won’t respond and the customer service is zero help they actually might be bots because they have no answers to anything. I don’t know what else to do I put in a 2nd verification email again with all my info and still no response. If you will not honor my winnings from the free spins just give me my money back it’s tied in to all of this

Dear kalolainejkinikini,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Yes I have sent my driver’s license front and back and also a selfie on the 19th of September I received a response on the 28th of September to fill out my personal information on the casino site which I did that day and no response back. So I followed up with customer service which was not helpful at all but I’m sure they are probably just super busy, the lady I chatted with said all that she see’s on her end is that my verification is pending. I followed up quite a few times since then and also resubmitted the same documents as before with a new selfie and zero response this time. The last response i received from banking was the following:

Hi Kals,

Hope that you are well and safe.

Please be informed that prior to your first withdrawal and basic account verification, you are required to fill in your personal details so that we can verify your account for INSTANT WITHDRAWALS! 

Please go to the following and complete your account details: https://pacificspins.com/account-details

Once you complete the step above, just let us know and we will proceed with the verification process. 

Kind Regards,

Nate

Banking Pacificspins

Your request number: 3644440

This was the response on Sept 28 I stated above and have not heard any response since then and ever chat I’ve had on site has ended the same.

thank you for your prompt response that’s more than I’ve received in the last so I appreciate it.

This has been resolved thank you for your assistance

Dear kalolainejkinikini,

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,

Kristina

Casino.Guru