Pacific Spins Casino - Виграш гравця конфіскується.

I used the 250% low wager bonus..15x wager 5x max cash out. I played..won..hit the playthrough requirements. At that moment..it subtracted out the bonus, and the remaining funds..which left me with 196..coincidentally, I continued to play..my very next spin I won 368..bring total to 568.84. Keep in mind I had almost 700 at the moment the llaythrough requirement was met. So they already subtracted the almost 500 to get it back to 196. Now they took my 368 saying it's over the cash out limit. I AM SUPPOSED TO BE ALLOWED TO CONTINUE TO PLAY AFTER THE REQUIREMENT IS MET. They will let you lose it if you want from then, but your not allowed to win anymore with that money..they take that back. Thieves.

Dear daddydaveo6969,

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. 

• Was there any pop-up or notification informing you the bonus maximum win limit persists after the wagering of the bonus is complete?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

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 900 complaints.

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

All they do is automatically subtract the bonus and winnings over the max cash out limit. At that point, I continued playing, and won the 368 and cashed right out. They say I can't win anymore. Even though the coupon has already been dealt with. The only thing the casino will tell me is the same bs. Can't cash out more than 5x. Once you hit the requirements you have to stop playing. It doesn't say anything about anything.

Thanks for your reply.

Please understand we stand a better chance in confronting the casino with evidence.

Kindly provide any evidence of the winnings being removed twice, or your communication with the casino regarding the issue where they justify its actions.

My email is tomas@casino.guru

Thanks in advance for your reply.

Nothing more to say. I hit the requirement. It subtracted down to 196 which was the 5x mco for the coupon. I continued playing..won the 368..tried to cash put 564.84. But then they took the 368. NOTHIMG says you can't continue playing after the requirements are met and your other winnings are subtracted already.

Looks like need to file a lawsuit and get this casino shut down due to their theiving.

Thanks for your reply.

Evidence of your claims will make it possible for us to confront the casino regarding the practice of removing your winnings twice.

If there is any evidence kindly provide it so we may proceed with the complaint. I apologize for the inconvenience.

My email is tomas@casino.guru

No evidence other than the casino admitting taking it. They are trying to say "the coupon" remains active while there is any sort of active balance. Even though it doesn't say anything about active balances and coupons.

Dear daddydaveo6969,

The communication you are referring to might be sufficient for us to proceed. Kindly forward it to my email at tomas@casino.guru

Thanks in advance for your cooperation.

They've made it so I can't log in to my account. I just gets stuck loading it up, ever since I filed complaint. I can't talk to support on their without being able to log in.

Could you please share a screenshot of the error that happens when you attempt to log in to your account?

Make sure the link to the website is visible.

Thank you very much, daddydaveo6969, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Is there even a chance filing a complaint will do anything? I feel like even though I'm in the right I highly doubt they'll give me what they owe me.

Hello, daddydaveo6969,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Pacific Spins Casino team,

Could you please explain the player's situation in detail? Why have the user's winnings been capped twice?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence? In addition, if the rule from the complainant's screenshot was applied, can you please clarify how are players (besides stating it in the casino Terms and Conditions or Bonus Terms and Conditions) informed about the bonus rules application after meeting the wagering requirements? If there is anything that additionally and clearly informs players about this, can you please share a screenshot of an announcement or pop-up?

If it suits you better, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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.

Greetings all,

Hope you are doing well.

Following a thorough review of the player's account, we have confirmed that they were playing with the SWIFTNOW coupon, which is subject to the following terms:

https://pacificspins.com/terms?class=swiftnow

• Wagering Requirement: 15x (Deposit + Bonus)
• Maximum Cashout: 5x Deposit Value
• Allowed Games: Non-Progressive Slots Only

The player deposited $39.39 and proceeded to play using the SWIFTNOW coupon. Upon meeting the playthrough requirements, the system automatically adjusted their balance to reflect the maximum cashout limit of 5x the deposit amount—$196.95 in this case. A pop-up notification was displayed, confirming the completion of the playthrough and reiterating that the bonus terms—including the maximum cashout limit and allowed games—would remain in effect until the withdrawal was successfully processed.

The player continued playing and accumulated additional winnings. However, as per the promotion’s terms, these conditions remained valid until a new deposit was made or the balance was fully withdrawn. Consequently, our payout team had no choice but to adjust the balance back to the maximum cashout limit. The player then requested a withdrawal of $196.95, which was successfully processed.

@Branislav, I have attached the player's ledger report along with a screenshot of the coupon settings in the email I sent you, as supporting evidence for your review. Please take a moment to verify that all actions were carried out in full compliance with the casino’s terms.

If you need further clarification or have any additional questions, please feel free to reach out.

Best Regards,

James

PacificSpins Casino

If they want to lose customers over this petty shit, that's fine. Word of mouth and spreading the news online goes a long way. They will lose a lot more than 368. Their stupid loss lol.

Greetings all,

Thank you both for your replies, and I am sorry for the delay.

Dear James and PacificSpins Casino,

Although you highlighted "Maximum Cashout: 5x Deposit Value" in your post, it does not change the situation and circumstances.

However, to review and consider the matter sufficiently on our side, please look at my last email regarding this complaint, sent a while ago, and provide me with the requested details/information/evidence.

Unfortunately, some things are still unclear, also, I found several discrepancies between your claims, the casino live chat representative's claims, and in the user's game logs. It would be great if you could put things in perspective.

Thank you. Looking forward to hearing from you.

It can't be any clearer. I played thru the requirements. It automatically subtracted it to the 5x MCO limit. Then I won more after that..and they still took that 368 away too. Can't make it any more clear. The casino admits it, trying to hide behind the coupon which it was no longer under as soon as the requirements were met. Casino has already lost more than 368 just from me not wanting to play. Not to mention the people I've convinced not to use this casino anymore. Just going to continue losing customers too because of this underhanded bullshit.

Dear Branislav,

I’ve provided the requested information/documents for your review.

If you need any further clarification, feel free to reach out at any time.

Best Regards,

James

PacificSpins Casino

Dear daddydaveo6969,

Yes, it cannot be any clearer.

I saw a notification/pop-up that is shown after bonus wagering requirements are met, which you probably skipped without reading it carefully. It says the bonus rules "remain in full effect until you withdraw your entire balance: -Allowed games -Max cashout limit", and you were obliged to accept it by ticking the button "I agree to the Bonus Terms and Conditions" (with the link to the casino's Bonus Ts&Cs).

„BONUSES AND PROMOTIONS:

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."

You were additionally and sufficiently informed about this fact, and you took the risk of losing any winnings over the maximum cashout limit. In case anything from the bonus rules you accepted was not clear to you, you still had an option the ask the casino's customer support about it.

Unfortunately, after gathering all the necessary information and details, we are closing this complaint as unjustified - the casino acted in accordance with its Bonus Terms and Conditions you were familiar with and accepted upon meeting the bonus playthrough.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by, or ADR. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, James and PacificSpins Casino, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru