Pacific Spins Casino - Technical issues hampering player's withdrawal efforts.

After successfully meeting play through requirements. I went to live chat to ask that my withdrawal tab be unlocked so that I could request my withdrawal. After a few minutes they tell me to refresh and try now to request my withdrawal. Although my withdrawal tab does not become unlocked. I have tried over 20 times with different browsers / different devices / cleared cache and memory. Still I am unable to request because it tell me to sign into my account at the withdrawal tab and when I do it’ll give me an error message OR it will just refresh itself and not log me in. I emailed them asking for my withdrawal directly from them and they simple ignore me and tell me OVER AND OVER AND OVER to "try now" "try it now" with the same results.

Hello jaimeandujojr,

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? When did this issue occur for the first time? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I used the bitcoin option to deposit therefore no verification is needed as per your T & Cs. It was won from a bonus. I have given up talking you live chat about it since yesterday since I get the same result.

Just tried again and same story

Just submitted documents for verification after being forced to

Hello jaimeandujojr,

As the verification may take up to 14 days, please let us know once the time frame passes if there will be any update in your case.

they refuse to verify me

are you going to help or not

Hello jaimeandujojr,

Could you please clarify why not? Did you get any information from the casino regarding the verification?

They are ignoring my emails asking for updates on my verification. It’s been past the allowable time frame

Again are you going to help or sit there and keep asking me redundant questions

Hello jaimeandujojr,

Please forward any communication between you and the casino to nikolas.b@casino.guru before we would request the casino to join here.

I was verified already. Still unable to withdraw and still get the same run around

tried again and still when I ask for them to unlock my withdrawal tab; it tell me to log in and it doesn’t go through it keeps saying error and I tried from a completely different and new devices. Customer services keeps saying it’s ok and to just refresh

I demand that a casino rep is brought here immediately as I am done with these games!

Thank you jaimeandujojr for all the update provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you jaimeandujojr for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Pacific Spins Casino for their help in resolving this complaint. We would like to ask why is the player unable to request a withdrawal and what can we do to help them do so.

Thank you!

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.

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,

Peter

We’ve reopened this complaint at the request of Pacific Spins Casino.

Dear jaimeandujojr, we have received a message from the casino that your account was successfully verified and you were able to withdraw your winnings. Can you please confirm that you have received the funds?

Thank you in advance!

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.