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I completed the KYC verification, met the cash out requirements, withdrawel limit was $100. I was required to deposit 10 via bitcoin to verify my bitcoin wallet. All was done successfully. They sent me $11.00 and all other money was forfeited from my account. I emailed them for an explanation and no response. I am attaching all proof that no disclaimer was attached to the withdrawal.

Dear vtaylor1975,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise how many deposits did you make to the casino?

Have you, by any chance, used multiple free no-deposit bonuses in a row without making a deposit in between?

When was the last time you communicated with customer support?

I hope we will be able to help you resolve his issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear vtaylor1975,

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.

I have not cashed out any free bonuses. I have made deposits. The casino never responded to any of my emails. I have made 2 deposits. I have never cashed out from this casino, this was the 1st time and I was informed that I needed to make a small bitcoin deposit to complete the withdrawal, then they only sent me the bitcoin amount I deposited. The rest of the 100 was forfeited, which is not in the coupon disclaimer.

Please send me the screenshots of your entire transaction history. Also, kindly forward me the email with the free bonus you redeemed at veronika.l@casino.guru. Thank you.

I have submitted all of this in the very 1st email. I have since deleted it from my phone.

Thank you very much, vtaylor1975, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you vtaylor1975 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 know why the winnings were confiscated and how we can help resolve this issue.

Thank you!

Hi vtaylor75,

Hi Peter,

Upon reviewing login information, we found that the player have an account at our casino under the username provided to Guru administrator. Additionally, upon further review of the player`s account, we found that the player played with free promotions only. Twice the player succeeded in finishing the wagering requirements and were able to withdraw:

On 6/20/2024 at 18:14:51 after playing with the welcome free chip (rules: https://pacificspins.com/terms?class=welcome200)

On 6/29/2024 at 21:20:26 after playing with the free spins (rules: https://pacificspins.com/terms?class=50sunset)

The max cashout from both free promotions was $50.

I'm sorry, but the player never verified the account or made any deposit at our casino.

If you need any additional help, please do not hesitate to contact us again.

Kind Regards

Daniel Moore

Casino Pacificspins Management 

Thank you for the update Pacific Spins Casino representative. The player mentioned they have deposited $10 using Bitcoin to verify the account, if this is not the case could you provide me with a transaction history to verify this? You can forward any evidence to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter,

Hope you are well and safe,

As per your request, the required information have been sent to your personal email address.

If you need any more information, please do not hesitate to contact us again.

Kind Regards

Daniel Moore 

Casino Pacificspins Management

I have provided my transaction history. As you can see I made 2 deposits and also the coupon stated that max withdrawal was 100. I also verified my account as requested.

I verified my account as requested with the bitcoin transaction. I sent the coupon in my original email that states the coupon was valid for 100 cash out. I also made 2 deposits as proof in my transaction history, which was also provided in the initial complaint. Also, if I was unable to perform the transaction why would they confiscate the winnings and request me to make a bitcoin deposit??

Thank you for providing me with the information.

Dear vtaylor1975, the casino has provided me with evidence that no deposits have been made to your account, would it be possible to provide me with screenshots of your account from your side? I would also like to ask if the email you have provided in the complaint is the one you used to play at the casino. Thank you in advance!

Dear vtaylor1975,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.