Pacific Spins Casino - Player’s withdrawal is rejected.

[ ] Hi I'm having problems getting cashed out from Pacific spins and was curious if you might have a chance to take a look at what they are claiming why i was disqualified and rejected payment for and how it is not possible to do so . THEY CLAIMED I played restricted games while doing my 40 x required playthrough but that is not possible due to the fact all Restricted games are locked until playthrough requirements are met I got a no deposit bonus and won like $3 on my free spins it was 40 x play through and I was able to do that I am familiar with alot of the no deposit bonus games and with there rules and like most your not aloud to play certain games or and certain max bet conditions and pacific spins has the games your not allowed to play locked up if you try to play one it loads half way and says game unavailable do to restrictions so i beat the playthrough had like $170 it reset my total down to $50 and max payout was $50 at that point I was free to play whatever and all Restricted games unlock the normal for most online casinos once playthrough is met so I played some keno and some others and then attempted a btc withdrawal of 222.77 and was denied 5 mins later with them saying I played restricted games during my playthrough what is impossible because there locked I have been refused Payouts before some justified and more than a few because I won something from nothing anyway would be great if you had the time to see who was in the wrong and who is lying and possibly warn others if I was correct I do alot of online gambling more than I should any way if you find the time play a ndb at pacific spins and try to play a game not allowed like keno or poker ty for your time I have screen shots of what happens when you try and play a excluded game during promo mode and my voided withdrawal attempt and a few emails saying why I was disqualified ty for your time I really don't understand how they would claim I broke such a rule when it's as plain as day that the option is unattainable until requirements are met ty for your time 

Dear krash73,

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. 

• Have you confronted the casino with the information not allowed games were restricted during wagering? With what result?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Feel free to submit any screenshots supporting your case here as well.

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

I did speak with them and nothing was resolved

Thanks for your email.

You wrote:

 I have screen shots of what happens when you try and play a excluded game during promo mode

Could you please send this information to my email as well?

Here are some images after I was denied my withdrawal even though they are after my declined withdrawal

• They have been in effect foo r as long as i can remember and was completely shocked when they used that ridiculous excuse on how I was disqualified may I also recommend picking up a NDB from them and trying for yourself to break the rule I was denied my winnings for THX AGAIN FOR YOUR HELP I honestly don't see getting my winnings but maybe they will think twice doing it to the next also I have had my account closed there so ...

Thank you very much, krash73, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, krash73!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Ty Tomas for your help and no matter the outcome I do appreciate your help and your time involved and ty Pavel for finishing the complaint and your time involved for doing so it is rather frustrating to be completely denied my payout for a offense that has been safe guarded by there own software and CLEARY SEEN BY anyone accepting a NDB and attempting to play any excluded game or games in question

Hello krash73,

Hello Pavel,

I hope you're all well and safe.

Please note that we have taken the time to review the user's account and grievance.

Upon checking the player`s account we found that he started playing with our free spins promotion (bonus code 75MIST) on 7/6/2024 at 18:02:05. You may see the terms of the promotion below.

https://pacificspins.com/terms?class=75mist

After the player met the wagering requirements, he started playing restricted games. A total of 22 games was played on Board Games, 390 on Keno, 38 on Video Poker, and 79 on Megasaur Progressive slot. It is important to emphasize that all players, upon meeting their wagering requirements receive a pop-up message that states the following:

Please note, these Bonus Terms remain in full effect until you withdraw your entire balance:

-Allowed games

-Max cashout limit

As shown in the screenshot below.

Unfortunately, due to the violation made, the Management had no other option but to void the winnings acquired through the bonus.

We would also like to emphasize that the player received another set of free spins on July 9th meaning that no additional action was taken against his account.

Thank you for your understanding and should you need additional information, please let us know.

Kind Regards,

Daniel Moore

Thank you for the information, Daniel!

krash73, can you confirm that you have played restricted games after wagering the bonus? Do you have any recollection regarding the pop-up?

That is a absolute fib in the up most manner at kno w time did that pop up happen or was I informed or did I

Get the option to agree to such terms the only action that happened was my total dropped from ( guessing the total amount but close) like $170 to $50 and no mention or congratulations on beating the playthrough and most definitely no mention of this BONUS TERMS OF CONDITIONS OR ANY BUTTON HAVING TO CLICK TO CONTINUE.

As there is no way I can prove this I guess it's my word against and some what get out of jail card free for them my next question would be why would they unlock forbidden games after the fact what would be the reasoning behind that? I am in completely floored that they would create such a fictitious statement followed by a image with a agree button all to worm out of $220 I have been gambling online for at least 10 years and i am very familiar with there platform and have completed a handful of NDB REQUIRED PLAYTHROUGH on that platform and have never ONCE SEEN OR HAVE BEEN ASKED TO AGREE TO A TOC RESTRICTING ANY GAMES after playthrough was met with that beign said I wish there was some un tampered concrete log showing what happened after the playthrough was met and any toc pop ups or agreements that I supposedly agreed to In closing for them to create such a RIDICULOUS ABSOLUTE LIE AND WITHOUT ANY CONCIOUS KICK ME IN THE BALLS WITH IT IS MOST BOTHERSOME AND VERY UNPROFESSIONAL AND OBVIOUSLY FEEL THEY NEED IT MORE THAN I SHAME ON YOU AND PIRATES FOR SURE IF There is anything else needed from me please let me know and my advice to anyone playing there is be warned and document everything so that some day they do get caught In There LIES and ty guys for taking the time to investigate and getting as far as you did

Also the mention of me playing another NDB WAS to document that the restricted games where unplayable and to see if my account was closed as I requested also there was no mention of the toc agreement pop up button like the image the provided shows I was just told I had played restricted games and when asked how I could play restricted games during pre playthrough requirements I was ignored once again. TY BOTH

I'm sorry I got a little worked up over the fictional pop up yes I did play games that where locked once I finished the required play through and then at that time became unlocked and once again no pop up no warning and no click to continue/ agree button if that would have actually of happened I would have stopped and cashed out because there's no reason to throw away free money or forfeit it just to play a bunch of run of the mill generic games at the cost of $50 when I could have done it for free in practice mode elsewhere I'm just going to flat out and say it pacific spins is straight out lying creating a ridiculous unbelievable fictional story about something that did not happen and now creating this BONUS TERMS POP UP WINDOW WITH A CLICK TO AGREE BUTTON AND DOING SO knowing I'm going to see this really says alot

We are still investigating and we need more time, so I am setting the timer for 7 more days. Krash73, thank you for your patience!

Ty for your time investigating this matter

We are still trying to learn what we need.

Ok ty for your time in this matter and don't waste to much of it realistically I don't see anything coming from this but if anything maybe open your eyes to the shady dealings of PacificSpins or if anything to help create or solidify a history on them so in the future they might think twice about just blowing someone off who has honestly and correctly followed the rules and won I know its my word against there's and am completely blown away that they actually created this crazy story about this pop up with a agreement button and to throw that in my face is so very very LOW BUT GOES TO SHOW THE CALIBER OF THE PIRATES OVER AT PACIFICSPINS I want to thank you again for your time and time involved prior to asking you for your help I asked one other players advocate organization like yourselves and the entire investigation was over in a day and they didn't take any of the obvious facts into account or put any effort or time into actually investigating and like had said if it helps someone else then your time was not wasted 🙌

I am prolonging the timer for 7 more days because today is the holiday and then it is the weekend and relevant colleagues might not be available for responding.

Ok whatever you think is best if something does come of this I would like to kick half to TEAM "PLAYERS ADVOCATE" and if not I still really appreciate your time and time involved

krash73, we have investigated the issue and it seems like the mentioned popup had been indeed implemented by the casino. Unfortunately, no one can prove in any way that you have or have not had it on your screen, but assuming that it worked in all cases except your, when the system is automated, is illogical. That way we are inclining into rejecting your complaint.

Pacific Spins Casino, our team also has a recommendation regarding the popup: it would be ideal from the point of user experience to implement the checkbox into the popup which player then must tick. That way, more attention will be brought to the contents of the popup and such unpleasant situations like the one in questions will be avoided more often.

I would like to thank both sides for their time and attention.

Respectfully,

Pavel K

Casino Guru Team