Pacific Spins Casino - Player struggles with unresponsive customer service and delayed withdrawal.

For starter, I cannot get anyone to respond to me. I have sent my account verification info 3 times and never get no response. First time was over a month ago. Then about 2 weeks ago after I completed free spins played the the play through amount to where my account balance went from over a $100+ down to $50.00. The max redeemable amount for the free spins. So went to with drawl it and account access is restricted. So I ask the chat tell them I sent the requested account verification info but I'll send it again. So it was sent about a week passes and I log in go to the withdrawal page and it says to make a deposit before could withdrawal is what I was assuming. So I went and made a $10 bitcoin deposit to which I still never have had go to my account. I messaged the support several time only to be told that they don't handle the banking and that I need to email the support to which I do again asking for a withdrawal from my account stated my username and resent once again all the documents along with my bitcoin address last week and still have not been able to get a response from no one or even got my bitcoin deposit back nor the $50.00 that was won and played through fair. now I sit and if I want to play on the casino I can't let that $50.00 go below the $50.00 cause then it won't be able to be withdrawn and I can't withdraw anything above the $50.00 even tho they already took some winnings and brought it down to the 50.00. Not a good way to get a customer wanting to play or gamble on there site.

Dear alexharris5673,

Thank you very much for submitting your complaint. Let's focus on resolving the issue concerning your missing deposit first.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

• Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you were provided a unique one when opening the account?
• Was it your first deposit in this casino?

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

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes it was the first deposit and it was in bitcoin. To the address that popped up when I selected deposit method of bitcoin it gave the address. What a joke this is. I have never had no problems with any other casino. So they claim that it never was received knowing that it's bitcoin and once it's sent there is nothing I can do about it. Was my address public um no and I sent my bitcoin wallet along with documents. Nice of someone to respond here finally. Hahaha what a great scam. And if it's not. Well obviously the casino don't care to keep a customer. I obviously will never deposit any more money to the casino with this nightmare.

Hi alexharris5673,

Kindly share a payment receipt displaying both your e-wallet and the casino's e-wallet. You can either attach it in your reply here or send it to petronela.k@casino.guru.

Thank you very much.

Dear alexharris5673,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.