Pacific Spins Casino - Spelarens vinster har konfiskerats.

Hello! 

I was given 100 dollar for my registration on pacific spinns 

I played true 35 I don’t know the English word but in Swedish "omsättningskravd

Sara R**

registered and got a completely free , no deposit requirement or limit a bonus of 100 dollars, the turnover however 35 times and I played through, luckily I regularly checked how much was left en the turnover requirement (am a beginner and this could have happened unnoticed as well) when I'm on the finish line, the casino draws several hundred dollars

from my account, no notice or anything alerting me about this, left was 50 dollars that became "real" money. my understanding of this is that you should miss that they took money and that you, believing that you have a lot of gambling money left, should happen to play up the amount they left behind and thus lose the pot. 

 they claim you can't

pay out more than 50 dollars otherwise they wouldn't have their turnover running themselves. 

 ok not because I understand arguments but ok. what I don't feel they enlightened me about in any way was that they would take 3 hundred something that I played and wagered 35 times unnecessarily! I won't get the money they took and when I asked where and who got my winnings I didn't get an answer to that? have i played and wagered the 100 dollars i got 35 times because wtt are they going to get the winnings from the games? in addition i got barsbbehplls 50 of these 100 so besides the profit they took another 50 dollars . if i understand correctly they made 3550 dollars from me . is it legal they also did not want to pay this remaining 50 dollars. I have sent in a driver's license photo with driver's license, both sodpr international ID and identity card from the tax authorities and also my visa card. their bank still hasn't approved my withdrawal.

pay out more than 50 dollars otherwise they wouldn't have their turnover running themselves. ok not because I understand arguments but ok. what I don't feel they enlightened me about in any way was that they would take 3 hundred something that I played and wagered 35 times unnecessarily! I won't get the money they took and when I asked where and who got my winnings I didn't get an answer to that? have i played and wagered the 100 dollars i got 35 times because wtt are they going to get the winnings from the games? in addition i got barsbbehplls 50 of these 100 so besides the profit they took another 50 dollars . if i understand correctly they made 3550 dollars from me . is it legal they also did not want to pay this remaining 50 dollars. I have sent in a driver's license photo with driver's license, both sodpr international ID and identity card from the tax authorities and also my visa card. their bank still hasn't approved my withdrawal. a week has passed. it wasn't a hindrance that they drew over 300 in a shady way, but paying 50 dollars is I don't know these laws and rules for gambling, but spontaneously I see it as frock theft. it was direct payment as they advertise and it is a pure lie. Thety manifest "fair play"

How do you see st it.?

Om from Sweden , sorry for my grammatical failure 

Best wishes 

Sara R** o

Dear svaergan,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing with the online casino.

To better understand your situation and assist you effectively, could you please provide the following details:

• Can you confirm the exact date and time when you received the $100 bonus and the date and time when you completed the turnover requirement of 35 times?
• Could you provide more details about the amount that was deducted from your account? How much exactly was taken?
• Can you provide any screenshots or additional documentation that show the turnover progress and any messages or emails from the casino regarding your winnings and withdrawals?
• Have you contacted the casino’s customer support about the delay in approving your withdrawal and the deductions from your account? If so, what was their response?

Please feel free to forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

today I received a reply from their bank support that I should send in better photos, I did that but have not heard anything further since, there is nothing to complain about the photos I sent today, they have also received proof of identity and show card details. I have little faith that the previous pictures weren't good enough but now they can't use that as an excuse again..mvh Sara

jag fick idag svar från deras banksuport att jag ska skicka in bättre bilder, det gjorde jag men har sen inte hört något ytterligare, det finns inget att anmärka på de bilder jag idag skickade, de har även fått personbevis samt visa kortuppgifter. Jag har lite förtroende för att de förra bilderna inte var nog bra men nu kan de inte använda det som ursäkt igen..mvh Sara

Even though I sent in the document for ID verification time and time again and get a message that it has been uploaded, it says that I should send it in anyway, I have sent to their bank support right away, I haven't understood why my VISA card is good enough to verify me, this has never happened to me on any other gaming site.

Även om jag skickat in document för id verofication gång på gång och får meddelande att det laddats upp så står det att jag ska skicka in det ändå , jag har sänt till deras banksupport direkt ocå , jag har inte förstått varför mitt VISA kort är gott nog för att verifiera mig, det har aldrig hänt mig på annan spelsajt.

I find this under FAC from pacific spins.

Update

nothing happened from Pacific spins yet, nor answer since I sent in photos with the best quality. However, they continue to send advertisements several times a day to my Mail with various offers. As a customer, I do NOT want to send money to them in this situation, so it is provocative advertising

Update

inget hänt från Pacific spins ännu, inte heller svar sedan jag skickade in foton med bästa kvalite . De fortsätter dock sända reklam flera gånger per dag på min Mail med olika erbjudanden. Som kund vill jag ju INtE skicka pengar till dem i detta läge så det är provocerande reklam

I know that I have been very messy in the information, so I want to clarify a little about the amounts.. I got 100 usd bonus I played and traded 35 times they took 3921.88sek i.e. 373 usd from my account when I fulfilled the requirement for turnover (without informing me before, during the event, or after,) they report transactions 7 days back so today it has been too long to even see what happened from my account (I have saved the log as you know) left on the account today is 51 usd and according to pacific spins I will be able to withdraw 50 usd whenever I want. they want me to verify myself to be able to withdraw money, I have sent in what is required but now several days have passed with no response from them despite several contact attempts

Hi svaergan,

I have checked the general bonus terms and conditions (here) and this is what I found:

7.5. General rules for free spins coupons

Unless otherwise stated in the promotion, the player can withdraw the amount of $/€/AUD 20 and a maximum of $/€ 50.

The player is required to wager 30 times the value of the free spins winnings.

The Player understands that the Casino will delete the excess funds from the User Account after the Player has received the maximum withdrawal amount.

Please understand that it's quite common for casinos to impose a maximum cashout limit on winnings from No Deposit Bonuses. Any funds that exceed this limit are typically forfeited. However, since these are bonus funds and not real money, they aren't credited to any other account or retained by the casino.

Regarding your verification process, if you submitted the same selfie that you forwarded to me, I recommend taking and sending a new one. The one you provided is too blurry to be clearly readable, which could cause delays in the verification process.

Thank you.

Hello! I understand, I have sent in better photos, I can send you a copy as well, but I don't want to post photos of myself in this thread.

they don't deny me these 50 usd, but this with verification feels very much like a way to make me give up. They don't even answer. I was instructed to submit my documents for verification to three different places, first I would upload on their website , then to customer service and then the last time I heard from them I would send to a third Address, .

if I am to follow my Bank's recommendations, I should not expose my details in this way, they recommend digital verification such as via visa or bank ID.

now I have shared these details to pacific spinn and to three different email addresses/website

that they don't answer feels worrying

as for the withdrawn money, nothing I was told was going to happen, I wouldn't have even noticed it if I hadn't checked the balance at the time, I had already started playing on the 50 usd they left behind and my opinion is that their intention was that I should happen to play my balance to 0usd and thus not be able to withdraw profit. I don't understand why I should wager the bonus 35 times in the belief of winning money and since I am a beginner I asked questions to their customer service (chat) to understand this, with wagering requirements. There was never any question that my profit would be nothing but my own ..

I'll email my updated photos to your email!

etc. Sara

Hej! Jag förstår, jag har skickat in bättre foton jag kan skicka kopia till er ocå men vill inte posta foton på mig själv i denna tråden .

de nekar mig ju inte dessa 50 usd men detta med verifiering känns väldigt mycket som ett sätt att få mig ge upp. De svarar inte ens på. Jag blev anvisad att skicka in mina dokument för verifiering till tre olika ställen, först skulle jag ladda upp på deras hemsida , sen till kundtjänst och sen den senaste gången jag hörde av dem skulle jag skicka till en tredje Adress, .

om jag ska följa min Banks rekommendationer så bör jag inte blotta mina uppgifter på detta sätt, de rekommenderar digital verifiering så som via visa eller bank ID.

nu har jag ju ändå delat dessa uppgifter till pacific spinn och till tre olika mailadresser/hemsida

att de inte svarar känns oroande

vad det gäller de dragna pengarna är det ingenting jag blivit upplyst om skulle ske, jag skulle inte ens märkt det om jag inte kollat saldot just då, jag hade redan börjat spela på de 50 usd de lämnat kvar och min uppfattning är att deras uppsåt var att jag skulle råka spela mitt saldo till 0usd och på så sätt inte kunna ta ut vinst. Jag förstår inte varför jag ska omsätta bonusen 35 gånger i tro om att vinna pengar och eftersom jag är nybörjare ställde jag frågor till deras kundtjänst (chat) för att förstå detta ,med omsättningskrav. Det var aldrig tal om att min vinst inte skulle vara annat än min egen ..

jag mailar mina uppdaterade foton på din mail!

mvh Sara

one more thing

regarding the withdrawal limit, they explained to me via the chat that they have that limit so as not to end up in bad liquidity themselves due to profits. So that I cannot withdraw more than 50usd per time from this type of bonus. Not that it would disappear from my balance.

I may have misunderstood what the operator meant, not informing a customer about such things in a guaranteed clear way is not compatible with the Swedish Commercial Code, I realize that my attitude is probably naive in relation to the regulations that pacific spin is regulated by.

now there are so many things they don't live up to so my confidence is very low. Especially because they are impossible to communicate with.

en sak till

angående uttagningsgräns så förklarade de för mig via chatten att de har den gränsen för att inte själva hamna i dålig likviditet pga vinster. Att jag altså inte kan ta ut över 50usd per gång av denna typ av bonus. Inte att den skulle försvinna från mitt saldo.

Jag kan ha missuppfattat vad operatören menade, att inte upplysa en kund om sådant på ett garanterat tydligt sätt är inte förenligt med svenska komsumentslagen, jag inser att min inställning förmodligen är naiv i förhållande till den det regelverk som pacific spinn regleras av .

nu är det så många saker de inte lever upp till så mitt förtroende är väldigt lågt. Speciellt pga att de är omöjliga att kommunicera med.

Hi svaergan,

• Could you please let me know your current active balance?
• Also, just to clarify, did you continue playing after your winnings were capped at $50, which is the maximum cashout from the mentioned bonus?

Thank you.

Hello!

before I saw that the balance got rid of 373 dollars he I played so the balance ended up a little below 50, I then play up to the balance I have now, it says that you cannot make withdrawals under 50 dollars so I was happy that I managed to win back me up to the withdrawal limit, there was no box or message in any way alerting me that they withdrew $373 or that I played through the wagering requirement.

Hej!

innan jag såg att saldot blivit av med 373dollar han jag spela så saldot hamnade lite under 50, jag spelare mig då upp till det saldot jag har nu, det står att man inte får göra uttag under 50dollar så jag var glad att jag lyckades vinna tillbaka mig upp till uttagsgränsen, det kom ingen ruta eller meddelande på något sätt som uppmärksammade mig att de drog 373 dollar eller att jag spelat igenom omsättningskravet.

The balance now 51.12 that is

dare not play

Saldot nu 51,12 altså

vågar inte spela

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

Thank you very much!

can update that I emailed both the usual support and bank support at Pacific spins during the week. Several times with no answer

Tack så mycket !

kan uppdatera med att jag mailat både vanliga supporten och banksupport hos Pacific spins under veckan . Flera gånger utan svar

do you think i will have any success if i keep emailing pacific spins even if they don't reply? Or is it begging for worse conflict, I see they haven't existed for a long time. I work as a salesperson myself and it feels like they have a very strange strategy.

the only thing i get from them is advertising about free games and instant payouts. If I tried to play with one of them, it wouldn't work because my balance is too high.

I hope they don't think they can remove my winnings due to inactivity at the casino, that would be typical

tror du jag vinner någon framgång om jag fortsätter maila Pacific spins även om de inte svarar? Eller är det att tigga om värre konflikt , jag ser att de inte funnits sålänge. Jag jobbar som försäljare själv och det känns som de har väldigt konstig strategi .

det enda jag får från dom är reklam om gratisspel och omedelbara utbetalningar . Skulle jag försöka spela med nån av dem så går det dock inte pga mitt saldo är för högt.

jag hoppas de inte tycker att de kan ta bort min vinst pga inaktivitet på casinot, det vore ju typiskt

Hello, svaergan,

I am sorry to hear about your trouble 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 more detail?

If I understand it correctly, the player played with a no-deposit bonus with a maximum cashout of $50, met the wagering requirements for this bonus, with a balance significantly over $50, so it was capped at $50. Then she continued playing and ended up with the balance that remained in the account ($51.12), and it is still available for withdrawal. If that is correct, can you please provide us with the current status of her KYC/verification? How can she withdraw her $51.12? What can she do to speed the process up?

At this point, if she reached the current balance after meeting the bonus WRs and confiscation of everything over the maximum cashout for the bonus in question, the casino should allow her to withdraw the entire balance.

Thankyou!

Today I saw that they took additional money from my account, this is money that I did not win through the bonus because I won it to get up to 5`0 dollars to be able to withdraw.

When they deducted the $373 because I played through the wagering requirement, my balance ended up a few dollars below 50 and so I played the balance to $52.

Idag såg jag att de tagit ytterligare pengar från mitt konto, detta är pengar som jag inte vunnit genom bonusen eftersom jag vann dem för att komma upp i 5`0 dollar för att kunna ta ut .

När de drog de 373 dollar för att jag spelat genom omsättningskravet så hamnade mitt saldo några dollar under 50 och därför spelade jag saldot till 52 dollar.

I was able to make a payment and received a receipt, no money appeared. Up so I logged into pacific spin and see the 50usd balance is back and again they won't let me cash out, I get in touch with customer service who requires me to deposit 10usd to withdraw my winnings, I I write that I will do it because they only let me withdraw money via bitcoin. That they should have a deposit from my bank or bank card all of a sudden there is no logic in it as I am not allowed to make the withdrawal the same way, in addition they just took money so that I would have exactly 50 usd and if I deposit 10usd the balance ends up at 6` 0 usd and I lose the 10 dollars too

Jag kunde göra en utbetalning och fick ett kvitto, inga pengar dök. Upp så jag loggade in på pacific spin och ser att saldot på 50 usd är tillbaka och de låter mig åter igen inte göra en utbetalning, jag får kontakt med kundtjänst som kräver att jag sätter in 10 usd för att få ta ut min vinst, jag skriver att jag InTe kommer att göra det för de låter mig bara ta ut pengar via bitcoin . Att de ska ha en insättning från min bank eller bankkort helt plötsligt finns ingen logik i då jag inte får göra uttaget samma väg, dessutom tog de just pengar för att jag skulle ha exakt 50 usd och sätter jag in 10usd så hamnar saldot på 6`0 usd och jag förlorar de 10 dollarna ocå

Hi Branislav,

Hi Saraseal,

Hope you are both doing well.

Please note that the customer used a no-deposit welcome bonus, which has a maximum cashout limit of $50. After meeting the playthrough requirements, the system automatically adjusted the balance to reflect this limit.

Additionally, the player's account has been fully verified by our Banking department. Once they make a verification deposit, they will be able to withdraw the funds instantly.

If you need any further clarification, please don't hesitate to reach out.

Best Regards,

PacificSpins Management

Yes now after a month it is verified. Yet you have already used the documents I sent 5 weeks ago. So there was nothing wrong with what I sent... great but why so many weeks without an answer even when your customer service promised Max three banking days...?

I'm happy to go ahead and release it if you pay out the 50 usd that remains on my account.

but now there is a demand that I deposit 10usd to you? Why? Then you will still only pay out 50usd so I lose the deposit as well.

it is also not justified to ask for a deposit as I am not allowed to withdraw my money on my bank card but must use the only option you offer for withdrawal. Bitcoin , so why should I send you 10usd from my bank card?

Ja nu efter en månad är det verifierat. Ändå har ni använt de dokument jag skickade redan för 5 veckor sedan . Det var altså inget fel på det jag skickat … jättebra men varför så många veckor utan ett svar ens när eran kundtjänst lovade Max tre bankdagar…?

jag går gärna vidare och släpper det om ni betalar ut dessa 50usd som kvarstår på mitt konto.

men nu kommer ett krav att jag ska sätta in 10usd till er? Varför? Då kommer ni ändå bara betala ut 50usd så jag förlorar insättningen oxå.

det är inte heller motiverat att be om en insättning då jag inte får ta ut mina pengar på mitt bankkort utan måste använda den enda möjligheten ni erbjuder för uttag. Bitcoin , så varför ska jag skicka er 10usd från mitt bankkort?

during these weeks I have read a little bit of the license (Anjouan eGaming. ) you refer to for complaints and want to make you aware that the following clause is included for you with a license but also for online casinos without a license that use the same payment system.

I pasted from this of the relevant in that I do not consider myself to have to deposit money

Anjouan eGaming.

jag har under dessa veckor läst på lite ur den licens (Anjouan eGaming. )ni hänvisar till för klagomål och vill göra er medvetna om att följande klausul ingår för er med licens men även för nätcasinon utan licens som använder samma betalsystem,.

jag klistrat in från denna av det relevanta i att jag inte anser mig behöva sätta in pengar

Anjouan eGaming.

https://www.gamblingcommission.gov.uk/licensees-and-businesses/print/fair-and-transparent-terms-and-practices

Latest event

just checked the pacific spins account and now it says again that I did not submit documents for verification, it is also not possible to reach the bank's support either now rest web form or chat that I tried when they write "please contact suport

Senaste händelsen

kollade just på pacific spins kontot och nu står det åter att jag ej skickat in underlag för verifiering, det går heller inte att nå bankens support heller nu vila webbformulär eller chat som jag försökt då de skriver "please contact suport

Dear svaergan,

• It is industry standard that online casinos need players to make a verification deposit in case they played and won from a no-deposit bonus; there are justified reasons behind it, and we accept their right to request it (and the documents to verify the payment method as well); therefore, if you want to withdraw your winnings from a no-deposit bonus, you will have to make a verification deposit in one of the available ways in your cashier - deposit section
• Many factors influence the availability of payment methods at online casinos, and it does not depend only on the casino itself; it is not for granted that all payment methods available for deposits have to be available for withdrawals; so, if the casino needs a verification deposit, offers you some payment methods, and also offers you payment methods for a withdrawal, everything should be alright, and you should be able to withdraw $60 from your account after making the verification deposit (maximum cashout from the bonus + your verification deposit if you decides not to continue playing, or depending on the chosen payment method and a minimum allowed deposit amount) and verifying your payment method
• The link you provided is very likely completely irrelevant here because it is related to UKGC, which has nothing to do with the matter
• What did you expect from a new withdrawal if the casino clearly stated you have to make the verification deposit that you have not made yet?
• I would like to wait for a confirmation from the casino regarding my further questions, however, please count on the option you will have to make a minimum deposit to withdraw your disputed winnings from a no-deposit bonus

Dear Pacific Spins Casino team,

Can you please confirm that the user will be able to withdraw his disputed winnings and an amount of his deposit after he makes any?

Will his deposit be subject to the mandatory wagering requirements for real money deposits (AML), and if yes, why? Will the casino allow him to withdraw his winnings and deposit without any further requirements for playing? Is there anything that needs to be done on his side after making a deposit to withdraw the disputed winnings and his deposit?

Hi Branislav,

I can confirm that the verification deposit is instantly withdrawable and is not subject to any mandatory wagering requirements. The player will be able to withdraw both the deposit and the disputed winnings without any further requirements for playing, once the deposit is made.

There is nothing additional that needs to be done on the player’s side after making the deposit in order to withdraw these funds.

If you have any more questions or need further clarification, feel free to reach out!

Best Regards,

PacificSpins Management

If it is the case that it is common to

you have to deposit money before you can withdraw a profit from an online casino, so it's still not something I knew about and couldn't foresee when I played and won with a no-deposit bonus at other online casinos, most recently Interwetter.

The money came the next day, they also did not take anything from my winnings from the bonus. The requirement was to play through the turnover and when I did that I got a notice that I had played through .

I did not receive such a notice during the game on pacific spins

I also didn't get any message or notice when you took $373 from the winnings and then just over $2 a month after.

For over a month, I have received no other information than that I did not send you enough material for account verification and that the delay is my responsibility. When casino guru asked you to respond to this complaint, the account was verified the same day (?!) aren't the rules the same with you for a single customer? My confidence is not getting any better

Now you claim that it is not so, but you give no reason why I received incorrect information for such a long time, instead there is another demand for a deposit to withdraw my profit

You only accept withdrawals via cryptocurrency, a deposit from my bank card or bank account has no purpose to make the profit payout, it does not facilitate.

If you take these aspects into your decision to require a deposit from me to pay out my winnings, does it really feel right? I don't trust you. You do not follow the rules that your license requires, you cannot be reached via Mail or chat.

Now, in any case, I can't even make the deposit you require, as my account is again listed as unverified.

I don't get the feeling that you want to resolve the situation, I assume you are under the laws of the Netherlands? Gambling license or not, normal legislation still applies

Om det är så att det är vanligt att 

man måste sätta in pengar innan man kan ta ut vinst från ett nätcasino så är det ändå inget jag vetat om och inte heller kunnat förutse då jag spelat och vunnit med insättningsfri bonus på andra nätkasinon, senast interwettern .

Pengarna kom dagen efter, de tog inte heller något från min vinst av bonusen . Kravet var att spela genom omsättningen och när jag gjort det fick jag upp en notis att jag spelat genom .

Sådan notis fick jag inte under spelet på pacific spins 

Jag fick inte heller något meddelande eller notis när ni tog 373 dollar från vinsten och sen dryga 2 dollar en månad efteråt.

I över en månads tid har jag inte fått annat besked än att jag inte sänt er tillräckligt material för verifiering av kontot och att förseningen ligger på mitt ansvar. När casino guru bad er att svara i detta klagomål så blev kontot verifierat samma dag(?!) är reglerna inte samma hos er för en ensam kund? Mitt förtroende blir inte bättre 

Nu hävdar ni att det inte är så men ni ger ingen orsak till att jag ifatt felaktigt besked under så lång tid istället kommer ett annat krav om insättning för att få ut min vinst

Ni godtar endast uttag via kryptovaluta, en insättning från mitt bankkort eller bankkonto saknar syfte för att göra vinstutbetalningen, det underlättar inte.

Om ni tar dessa aspekter i ert beslut att kräva en insättning från mig för att betala ut min vinst, känns det verkligen rätt då? Jag litar inte på er. Ni följer inte reglerna som er licens kräver, ni går ej att nå via Mail eller chat.  

Nu kan jag hursomhelst inte ens sätta in den insättningen ni kräver då mitt konto åter står som overifierat. 

Jag får inte känslan av att ni vill lösa situationen, jag antar ni står under Nederländernas lagar? Spellicens eller inte , vanlig lagstiftning gäller ändå

have tried to make this verification deposit without success. I don't get an answer from customer service when I ask what to do either. Right now it says that I have to submit documents for verification, driver's license and residential address.

actually don't get it, it's frustrating when it's not possible to have a support call or reach their customer service

har försökt göra denna verifications insättning utan resultat. Får ej svar från kundtjänst när jag frågar hur jag ska göra heller. Just nu står det att jag ska skicka in dokument för verifiering, körkort och bostadsadress .

fattar faktiskt inte , det är frustrerande när det ej går att ha ett supportsamtal eller nå deras kundtjänst

Dear svaergan,

Alright, so you were lucky with a no-deposit bonus in another casino. But, it also depends on many other things whether you are able to withdraw winnings from a no-deposit bonus. But it is not the subject of this complaint. To be honest, I do not know what exactly you expect from the casino or us now, but please note that in case you want to withdraw the disputed winnings from the no-deposit bonus, you are simply obliged to make a verification deposit and maybe verify the payment method used. You can use a no-deposit bonus (free money from the casino) and play with it without the need to make a deposit. However, in case of successful winnings, a verification deposit is necessary.

In addition, if the casino asks you for any additional documents upon KYC, I strongly recommend you provide them as soon as possible, regardless of providing them before. The casino has some reasons for requesting them, and there is no way how you could move forward with the matter than to provide them.

Dear Pacific Spins Casino team,

Thank you for your confirmation.

Can you please check the user's account and provide us with an update on what needs to be provided by the user to complete the KYC/verification?

Why does the casino need the same documents that were already provided by the player earlier or recently if they were already accepted/verified?

Do you see any deposit attempts on the disputed account? If so, what is the reason it was not successful?

Can you provide the user with any instructions that could help him simplify or speed up the process?

Hello!

I have not tried to deposit money,

I'm willing to do it right away but I'm not sure if I really understood all the terms etc. I've never traded bitcoins so I don't know how to do it safely.

if i understand correctly i have to use the same payment method when depositing this 10usd

can't I use my Visa card instead? It would have made it much easier for me plus I have insurance on my Visa card.

Does it make a difference to you?

Hej!

Jag har inte försökt sätta in pengar ,

jag är villig att göra det genast men är osäker på om jag verkligen förstått alla vilkor osv , jag har aldrig handlat med bitcoins så det vet jag inte hur man gör säkert .

om jag förstår rätt så måste jag använda samma betalningsmetod när jag sätter in dessa 10usd

kan jag inte använda mitt Visakort istället ? Det hade gjort det mycket lättare för mig plus att jag har försäkring på mitt Visakort.

gör det någon skillnad för er?

Thank you both for your replies.

Dear svaergan,

What payment methods do you see in your player account cashier, deposit section?

There is a minimum amount of 20..

Det är minsta belopp på 20..

Yes, but you should be able to withdraw them right after it is successfully credited to your casino account balance, with the disputed winnings. It is only a verification deposit.

Dear Daniel and Pacific Spins Casino,

So, the situation changed a bit. Would it be completely alright if the user made a verification deposit via bank card payment method? If so, and she is able to withdraw it with her disputed winnings - can she withdraw everything by the same payment method, or, what payment methods can she use for a withdrawal then?

Hi Branislav,

Hope you are well and safe.

Unfortunately, the bank card transfer deposit method is currently unavailable for Sweden due to an issue with the card processor. The only method available for deposits is through cryptocurrency. For withdrawals, the only available methods are via cryptocurrency: Bitcoin or Litecoin.

However, CashApp allows users to buy and send cryptocurrency. The player may wish to try depositing via CashApp. Also, we recommends Binance crypto wallet, they have pretty good guide how you can buy and transfer money.

Thank you for your understanding!

Kind Regards

Daniel M***e 

Casino Pacificspins Management 

Alright, Daniel. Thank you for confirmation.

Dear svaergan,

I am sincerely sorry, but as we can see, there is really no other option than to deposit/withdraw via crypto.

Can you look at the app mentioned by the casino representative and Binance, and let us know if you are able to perform the necessary steps to withdraw your winnings (verification deposit and subsequent withdrawal to a crypto e-wallet)?

Do you have anyone around who could help you with that if you are not so skilled in crypto/e-wallets and related processes?

Unfortunately, I can't think of anyone knowledgeable to ask, but I simply have to learn. However, I have spoken to VISA customer service who guarantees that there are no problems with VISA from or to Sweden regardless of where in the world they are from. They encouraged you to review what applies to using visas. It's up to you

But.

Right now I have to wait until I get paid anyway ... So it won't be 9/25 at the earliest

Etc. Sara

Jag kan dessvärre inte komma på någon kunnig att fråga men jag får helt enkelt lära mig. Jag har dock pratat med VISA kundtjänst som garanterar att det inte finns några problem med VISA från eller till Sverige oavsett vart ifrån i världen . De uppmuntrade er att se över vad som gäller för att använda visa. Det är upp till er

Men.

Just nu måste jag avvakta tills jag får lön hur som helst ... Så det blir tidigast 25/9

Mvh Sara

Now I can make the deposit

Nu kan jag göra insättningen

Great news, svaergan!

Can you please inform us about any progress or updates on the matter?

Hi

I downloaded the above recommended app from Binance and registered but after being in touch with their customer service I got the following message. So I can't "just" deposit 10 usd, but must make a transfer of at least 100 usd.

It doesn't work for me

The available payment methods for deposit are - Debit/Credit card - Visa/Master Card (minimum - SEK 1000), Electronic wallet - PayPal (minimum - SEK 1000) and Bank transfer (minimum - SEK 5000) ApplePay (minimum - SEK 1000) and after the first successful deposit - Skrill (minimum - 100 euros).

Hi

Jag laddade ner den ovan rekommenderade appen från Binance och registrerade mig men efter att ha varit i kontakt med deras kundtjänst har jag fått följande besked . Jag kan altså inte "bara" sätta in 10usd utan måste göra en överföring minimum 100usd.

Det funkar inte för mig

The available payment methods for deposit are - Debit/Credit card - Visa/Master Card (minimum - 1000 SEK), Electronic wallet - PayPal(minimum - 1000 SEK) and Bank transfer (minimum - 5000 SEK) ApplePay ( minimum - 1000 SEK) and after the first successful deposit - Skrill (minimum - 100 euro).

That's a lot of headache for 50 usd,

Or how? 😉

Det är mycket huvudvärk för 50 usd ,

Eller hur? 😉

I will make one last attempt today and visit my local bank branch. If they can help me I don't know but I'll give it a try before I give up; will return!

Jag ska göra ett sista försök idag och besöka mitt lokala bankkontor. Om de kan hjälpa mig vet jag inte men jag provar det innan jag ger upp; återkommer!

Thank you for your replies and updates, svaergan. Feel free to let us know what you found out at the bank.

However, since the casino clearly informed us that the only option for deposit/withdrawal is crypto, I am not sure how your bank could help you.

Is it not an option for you to simply transfer 100 USD to your new e-wallet, then to the casino, and then withdraw back to it, with your disputed funds from the casino? It should be possible and it should not take so long. Otherwise, I am not sure how we can further help you here.

That's right the bank advised me not to make a deposit of that amount because I can't use VISA, that it can't be used as an alternative didn't seem to impress my local bank (Nordea) but of course they have a different perspective.

because I have never dealt with cryptocurrency and was advised against conducting this transaction by both the bank, VISA's customer service and, the heaviest advice in my eyes, also Binance themselves, who explained that as a private person you should not make such transactions if you did not have room in the economy for "high risk " speculation.

I just got more scared 😉

if Daniel Moore thinks it will be possible to use Visa in the future and my account can remain, I will wait otherwise I can give him my small profit! Or if they want to donate to a local charity? It would have worked for me!

I can't play on the account either, because I can't deposit money and can't play, so the remaining balance increases.

there is probably a high chance that my account will be deleted soon, getting close to three months of inactivity.

I can put the fate in the hands of pacific spins simply,!

thank you for allowing us to have a dialogue about the problem anyway, it's better than not getting an answer even if the answers are not what you hoped for.

Det stämmer banken avrådde mig från att göra en insättning på det beloppet eftersom jag inte kan använda VISA, att det inte går att använda som alternativ verkade inte imponera på min lokala bank (Nordea) men de har såklart ett annat perspektiv.

eftersom jag aldrig hadlat med kryptovaluta och blev avrådd att föra denna transaktion av både banken, VISAs kundtjänst och det tyngsta avrådan i mina ögon även Binance själva som förklarade att man som privatperson inte bör göra sådana transaktioner om man inte hade utrymme i ekonomin för "högrisk" spekulationer.

jag blev bara mer skraj 😉

om Daniel Moore tror att det kommer bli möjligt att använda visa framöver och mitt konto får vara kvar så väntar jag annars kan jag skänka han min lilla vinst ! Eller om de vill donera till välgörenhet lokalt? Det hade funkat för mig!

Jag kan ju inte heller spela på kontot eftersom jag inte kan sätta in pengar och inte får spela så saldot som sitter ökar.

det är förmodligen stor chans att mitt konto tas bort snart, börjar närma sig tre månader av inaktivitet.

jag får lägga ödet i pacific spins händer helt enkelt,!

tack för att vi kunde föra en dialog om problemet iaf, det är bättre än att inte få svar även om svaren inte är vad man hoppats .

If we play with the idea that I had already received the money from the bonus win. Then deposited money to play, the same amount. Isn't it easier to let the balance be

Left on 50 usd but let me play and win unlimited? Because it's "my" money already, right?

I think your bonus restriction is having a counterproductive effect. I'm sure I would be playing at Pacific spins regularly if it wasn't for my bonus winnings preventing me from playing. I became interested because I wanted to play your selection. This 50 usd in profit I would have had time to play away many times over, if the bonus had not stopped me

Om vi leker med tanken att jag redan hade fått ut pengarna från bonus vinsten . Sen satt in pengar för att spela , samma belopp . Är det inte enklare att låta saldot var

Kvar på 50 usd men låta mig spela och vinna obegränsat? För det är väl "mina" pengar redan?

Jag tror eran bonusrestriktion får kontraproduktiv effekt . Jag är säker på att jag skulle spelat på Pacific spins regelbundet om det inte vore för att min bonusvinst hindrar mig från att spela . Jag blev intresserad för att jag ville spela ert utbud. Dessa 50usd i vinst hade jag hunnit spela bort många gånger om , om inte bonusen satt stopp för mig

Dear svaergan,

Thank you for the update, and I am sorry for the delay.

Let me please explain it once again. Also, maybe I did not provide you with completely correct information above.

If you already have an e-wallet, you can deposit there with the payment methods you mentioned. However, since Binance is only a payment method provider, they basically do not have anything to do with the casino, so if you deposit there, funds will be with Binance, not with the casino. Then, although you would need to deposit a bit more to your e-wallet, you do not have to deposit the same to the casino as a confirmation deposit. It should be possible to deposit a minimum to the casino via the chosen payment method, which could be maybe 10 or 20 USD. So, you can deposit a minimum amount to the casino, and then withdraw it back to your e-wallet, with your disputed amount of 50 USD.

On the other side, we can look at the whole situation from another perspective, which I checked in our system a while ago.

The casino has no 1 unresolved complaint, and all complaints were closed with clear results on our side (resolved/rejected). It means the casino fully cooperates in resolving complaints on casino.guru, and if complainants fully cooperate too, we are able to bring it to a successful end. In addition, we can say that the casino cares about its reputation on our website, and in case they fail to solve the matter to everyone's satisfaction (after all), we would be forced to close the complaint as unresolved (decrease in the rating/"safety index") - and therefore, I sincerely believe it is almost impossible that it could end in such a way, regardless of what your bank or VISA claimed/recommended. Understandably, they cannot advise you to deposit funds to an online casino to withdraw your winnings from there.

So, to be honest, from our point of view, it is not considered a "high risk", and it is also a common process of withdrawal of winnings from a no-deposit bonus. Nothing special.

Although we could ask the casino about the options and things you mentioned as possible solutions, since the casino is able and willing to pay out your winnings via an alternative payment method (even with a confirmation that you do not have to wager your deposit at all), we recommend you use the offered option, as we usually recommend players in similar situations. Otherwise, if it is impossible for the casino to offer a different option as a solution, and you refuse to withdraw via the offered way, I am afraid that there will be nothing we can do to further assist you with the matter.

Can you please let me know if you could try to check the minimum deposit amount for the available payment method in your casino account cashier, and if it is only 10-20 USD, to deposit a minimum to your e-wallet, then the minimum according to the casino's cashier to your casino account, and withdraw everything back to your e-wallet?

I would take it as a good new experience. Many players use e-wallets/crypto for deposits and withdrawals in online casinos. It is definitely faster than bank transfer or other classic payment methods, especially after such a payment method is fully verified, and who knows, maybe you will decide to deposit there again and play without restrictions, with your real money.

Yes! Thank you, I will follow your advice and get back to you! 😉

Yes ! Tack jag ska följa dina råd och återkommer ! 😉

Great, svaergan! I am glad you reconsidered it. 🙂

Have you already tried it? Can you please provide us with an update? Is there any progress?

now i'm ready i think , transfer? Or deposit first?

nu är jag redo tror jag , överföring? Eller insättning först?

I think unfortunately the reason they don't have unsolved cases is that most of them gave up after a while. Many "solved cases" are probably because the player stopped responding/gave up

but now, what do I do? 😎 have received a crypto payment card via visa, which the image I showed above is connected to. I'll let myself be escorted from here if it goes well!

Jag tror tyvärr anledningen att de inte har olösta ärenden är att de flesta gett upp efter en tid. Många "lösta ärenden" är väl att spelaren slutat svara/gett upp

aja men nu , vad gör jag? 😎 har fått ett krypto betalkort via visa, som bilden jag visade över är ansluten till . Jag låter mig bli ledsagad från här om det går bra!

If I understand correctly now, there will be a series of charges for me, should that be the case? Doesn't seem reasonable, maybe I'm wrong

Om jag förstår rätt nu så kommer det bli en rad avgifter för mig, ska det vara så ? Verkar inte rimligt kanske jag gjort fel

Dear svaergan,

First, you will have to somehow get money to your crypto e-wallet. So, you need to top-up your e-wallet to have enough balance there for a deposit to the casino. Then, once there is money in your e-wallet, I recommend you check the casino representative's post and instructions added to this thread on September 13, 2024, quite nicely explained step by step.

What did you mean by "have received a crypto payment card via visa", please? If you already topped up your e-wallet and you have funds there, feel free to check the post from the casino representative I mentioned, and follow the instructions. Also, since you are not so skilled in crypto/e-wallet transactions, it would be great if you could ask someone around you to help you with that, especially if you are not sure about anything. Or, simply, you can contact the casino's Customer Support during the process, or find all the necessary information via Google.

What did you mean by "a series of charges"?

As for the casino's solved cases - actually no, we have strict processes for closing complaints, and the vast majority of solved complaints are closed like solve only after players' confirmation of successful resolution.

Looking forward to hearing from you. Feel free to inform us about any progress with your deposit and withdrawal.

Yes, I had to wait while visa verified me for their crypto debit card (the cheapest), it went well, but now I have a digital visa crypto debit card that I still don't understand how to deposit money into. Honestly I don't understand. Have probably five different crypto wallets now but none of them are simple enough. I also had live chat with Pacific spins during the last attempt (apparently they have quick contact without a queue with live chat if you want to deposit money, however the operator disappeared when I was too slow to answer)

If we still have contact with the casino in this thread, I have this card ready. Does it work?

https://crypto.com/eea/cards

It is good that you do not release unresolved cases, but it is probably not the same vision that the casino has if you can trust other reviews on the internet,

It is probably rarely negative

https://www.trustpilot.com/review/pacificspins.com

I have it in my head that they haven't been around that long so I don't want to take everything as fact as it's probably difficult to have time to respond to all the pages with reviews.

Ja jag fick vänta medans visa verifierade mig för sitt krypto debt kort (det billigaste ) det gick bra men nu har jag ett digitalt visa krypto debt kort som jag ändå inte förstår hur jag för in pengar till. Ärligt jag fattar inte . Har nog fem olika krypto plånböcker nu men ingen av dem är enkel nog . Jag har även haft livechat med Pacific spins under senaste försöket (de har tydligen snabb kontakt utan kö med livechatt om du ska sätta in pengar , dock försvann operatören när jag var för långsam att svara)

Om vi fortfarande har kontakt med casinot i denna tråd så har jag detta kort färdigt. Går det ?

https://crypto.com/eea/cards

Det är bra att ni inte släpper olösta ärenden men det är nog inte samma vision som casinot har om man kan lita på övriga omdömen på internet,

Det är nog sällsynt negativt

https://www.trustpilot.com/review/pacificspins.com

Jag har för mig att de inte funnits så länge så jag vill inte ta allt som fakta då det säkert är svårt att hinna bemöta alla sidor med omdömen.

I am using your translation from Swedish to English, it may happen that there will be some aiming errors 🙂

Jag använder er översättning från svenska till engelska, kan hända det blir en del syftningsfel 🙂

It worked now! Or I got $10.55 into the crypto account. I hope it doesn't disappear now that I submit to Pacific spins..

Det gick nu ! Eller jag fick in 10,55$ på krypto kontot. Jag hoppas det inte försvinner nu när jag skickar in till Pacific spins ..