Pacific Spins Casino - Withdrawal of player's winnings has been delayed.

I did everything required of me yesterday when I was given a $33 free chip bonus because I have spent $500 of my own money in the casino this week. I played through the required amount of playthrough,then I continued on the slots until I was up to $369. Then I decided to cash out $300 of the $369 and leave $69 in my account to play with. They took the money from my balance and left the $69 so I assumed they were sending it to my Bitcoin address, after that I proceeded to play some table games with the remaining $69, I am attaching the email they sent me citing because my winnings were from restricted games they were voided. That's bullshit, I didn't even play those games until AFTER I requested for withdrawal of $300. Only AFTER that did I play the so called restricted games and I didn't win anything on them, I only LOST $69 OF MY MONEY to the casino. You guys are amazing for helping people against these corporate criminals I really appreciate your help, I need that money and thats the thing I thought since I had lost my money fair and square if I won it back they would be fair about itb and they aren't. You can check the time\date stamps of when I requested withdrawal and when I played the table games and you can see I clearly made the withdrawal request before I did anything else. Thanks again for your help I have attached a screenshot of the email they sent me and the replies I have sent to them.

Dear amberanderson276,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Thank you for your response Nick, I think I filed it under the wrong complaint. I meant to file that they have kept my winnings and have denied my withdrawal. Can you please change my complaint to whatever complaint that would be? Sorry for the confusion. If you read my initial complaint, like what I said in the complaint you will see that. Thank you for your help!

Nick I have also went through the entire KYC procedure and withdrawn from this casino before I just wanted to be sure that you know that. They are blatantly trying to steal my money, money that I won fair and square! Thanks again for your help. God bless!

Dear amberanderson276,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No it has not they still haven't given my withdrawal. Please help. Thank you Nick.

Dear amberanderson276,

Thank you for the information provided so far.

It is the casino's responsibility to ensure that none of the restricted games are accessible while a bonus is active. We believe it is unfair to confiscate a player's balance under these circumstances.

I will now forward your complaint to my colleague, Michal (michal.k@casino.guru), who will assist you further.

Wishing you the best of luck resolving this issue.

Best regards,

Nick

Hello amberanderson276,

I'm Michal, and I have taken over your complaint. I have reviewed your case and It seems that, at the moment, withholding your winnings does not appear to be entirely fair.

I will contact the casino to shed more light on this matter. 

We would like to invite Pacific Spins Casino to join the conversation.

Dear Pacific Spins Casino,

I recognize that rule 7.1 is included in your terms and conditions. However, I believe this should not impact the player's withdrawal request, provided that the winnings in question were obtained in accordance with the bonus rules. From my understanding, the $69 utilized for the card games is not connected to the withdrawal, and since those funds were lost, I find it difficult to identify any unfair advantage for the player in this context.

I would greatly appreciate your clarification on how rule 7.1 applies to the withdrawal, as it currently appears to be unjust. If there are any additional factors relevant to this matter that cannot be shared publicly, please do not hesitate to reach out to me at michal.k@casino.guru, along with any relevant documentation.

Hi Amber,

Hi Nick,

Hope you are all well and safe,

Thank you for reaching out to us! Upon reviewing the player’s account, we found that the player initially requested cashback via live chat on 10/25/2024. The requested free promotion of $33.09 was processed on 10/25/2024 at 09:45:37 Casino time. However, 9 minutes later, the player canceled the cashback from their side without using the cashback promotion.

Following this, the player redeemed a loyalty reward chip of $16 on 10/25/2024 at 09:54:47, but this was also canceled just 9 seconds after redemption, without any bets being made.

The player later returned to live chat and requested that the canceled cashback be reprocessed. We reprocessed the cashback on 10/25/2024 at 10:06:38 Casino time. After meeting the wagering requirements, the player began to play restricted games, placing 3 bets on Blackjack and 38 bets on Card Games.

However, due to a gameplay violation, the payments manager rejected the withdrawal request and removed all winnings from the player’s balance ($300.01).

The rules for the cashback are:

15x wagering

5x max cashout 

Allowed games: Non-progressive slots (no RTG777 slot), Keno, Video Poker

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.

Further review of the player's gameplay with the mentioned cashback promotion shows that no winnings were made on restricted games. As the violation was minor, I have decided to make an exception and reinstate the winnings of $165.45, which is the maximum cashout from the player's cashback.

For the player:

Please log in to your account and request the full amount from your balance as a withdrawal. After submitting the withdrawal request, kindly reply to the payments email with your payout crypto address so we can finalize your withdrawal.

Thank you for your understanding!

Kind Regards

Daniel Moore 

Casino Pacificspins Management 

Dear amberanderson276,

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.

Thank you Casino Guru staff! You guys are great and I appreciate your help with this. Also thank you to Pacific Spins Casino for doing the right thing even if it did take me going out of my way to make it happen. I appreciate the fact that you guys are letting me win some of my money back, I really do like your casino and had been using you guys exclusively so you can imagine I was taken back when you denied my withdrawal the first time. I do however see that you acknowledge that I in fact did not do anything wrong and even though you aren't giving me my whole $300 that's only because of the rules for playing with cash back and I can deal with that. Have a great day everyone and thanks for all your help! Big ups to casino guru! You the man! (Or woman lol)

Dear amberanderson276,

Thank you for your confirmation. I understand that the resolution of your complaint may not have met your full expectations. However, based on the reasons provided by the casino team, the actions they have taken appear to be the most appropriate under the circumstances. I appreciate your understanding and believe that the reinstatement of the $165.45 winnings, representing the maximum cashout from the cashback bonus, is a fair and suitable resolution.

We’re glad that our intervention helped to appropriately resolve the situation. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal

Casino.Guru