Pacific Spins Support and Complaints Thread

Hello LCB-goers!

Welcome to the Official Pacific Spins Support thread!

You can share all your suggestions and tips with fellow casino lovers here. Also, if you have any complaints or issues, you can post them here, and our dedicated team will come to your aid!

Good luck and Happy Gaming!

Welcome to our forum! Glad to have you in your dedicated thread. Thank you for helping our members 

Hello, welcome on board! 

Welcome to LCB, happy to have you here to assist our dear members 

Stay away from this casino group! The only positive is the instant payouts... then you get banned from ANY promotions and even when you do deposit and request cashback, they deny it because of winning ONCE from a free promotion so any deposits going forward need to cover the amount won... 

I finished the playthrough a no rules bonus. They refused to let me withdraw. They want me to send verification documents. I'm refusing to send any documents and requested a refund of my deposit. They quit responding to my emails and are acting like they can't refund my deposit.

Disputed amount: 59.46$

Casino: Pacific Spins Casino

Case #: 3403

Hello Cody Maxwell,

First of all, welcome to LCB.

Please note that the verification process is a standard procedure across most online casinos, especially with the rise in fraudulent accounts, unregulated markets, underage gambling, and other associated risks. You can read more about why verification is important HERE on this page.

That said, we will contact the casino representative to see if anything can be done in your case and will keep you posted with any updates.

Hello Cody Maxwell,

We’ve received confirmation from the casino representative, supported by proof, that your deposit has been processed back. Could you please confirm this on your end?

Thank you.

Since it's been more than 48 hours and we haven't heard back from the member, yet we have the response from the casino, we will mark Case #3403 as RESOLVED.

So I had been watching the dates and stuff to make sure I don't miss the rules for those codes because I actually like that game Hades. So I chatted with someone and asked for the spins. And I was given 50. So then i emailed support about it and asked to see my transactions and he said since I was already given that code to try again tomorrow for the 100 spins. So I told them what happened and now my acct is not eligible for them. I have never ever had a problem with this casino, their rules, or their reps. But this really frustrated me cause it feels unfair.

Casino: Pacific Spins Casino

Case #: 3572

HI Lavon87,

Thank you for reaching out to us. Please note that, unfortunately, two no-deposit bonuses cannot be claimed one after another. As you can see in their Terms and Conditions, section 7.1 states:

7.1 x. Only one free promotion may be redeemed between deposit-free bonuses.

If you make a deposit, we are confident that you will receive your 100 spins.

HI Lavon87,

Since this relates to a rule outlined in their Terms & Conditions, we will close case #3572 and mark it as RESOLVED.

It is advisable to exercise caution when interacting with this website, as it appears to engage in dishonest and deceptive practices. This site may retain your funds without fulfilling promised promotional programs. This morning, I anticipated receiving Fortnightly cashback, but a customer service representative informed me that the Fortnightly cashback page was down, rendering it unavailable. As the day progressed, the site claimed that the promotion never existed, which is patently false. I provided three screenshots of their website displaying the promotion, but they have since deleted it and are attempting to deny its existence. This lack of transparency raises concerns regarding their credibility and integrity. Is this a legitimate business practice?

Hi Sara A,

Thank you for reaching out to us. Could you please provied us with these screenshots and your casino username via private message?

We will review them and forward your casino username to the casino rep.

Hi Sara A,

Could you please let us know if you need our assistance?

If you do, please provide us with the additional information we requested.

Hi Sara A,

Since we never received your username, we'll consider this complaint CLOSED due to the submitter's inactivity.

The EXACT same rhinf just happened to me. I received a coupon for 50 free spins with a 2x wagering requirement. I won maybe like $10, then went and played the $10 on other games and reached my wagering requirements. True to cash out $200 but they wouldn't let me, then said we will make an exception, changed my balance to $50 and told me if I made a deposit I could cash out. Obviously I'm not doing that. I have no problem making a deposit but you shorted me $150. I read the fine print on the coupon and it said nothing about a maximum or anything like that. They're just con artists. 

Hi Brittany Elliott,

Thank you for sharing your experience with the LCB community, and we are sorry to hear about the issue.

Please send us your casino username via private message so we can contact the casino rep.

Could you please let us know which bonus you used (bonus name, code)?

Please note that most no-deposit bonuses have a maximum cash-out limit. If not stated in the promotion, the following rule applies:

7.5 Standard Free Spin Coupon Guidelines

b. Free spin winnings have a minimum and maximum withdrawal of $50, unless stated otherwise.

Once we have this information, we’ll be able to assist you further.

Hi Brittany Elliott,

Could you please let us know if you still need our assistance?

If you do, please provide us with the additional information we requested.

Hi Brittany Elliott,

Since it's been 48 hours and we haven't heard back from the member, we will mark this case as CLOSED due to the submitter's inactivity.

Can You Guys Verify Me Already??? ******

Hi Aumunique,

Thank you for reaching out to us. Please note that the KYC timeframe for Pacific Spins is 1–5 business days.

Could you please let us know when you submitted your verification documents?

Hi Aumunique,

Could you please let us know if there are any updates regarding your verification? Have you managed to successfully verify your account?

Hi Aumunique,

Since we have not heard back from the member, and considering the nature of this case (waiting for the KYC time frame), we will therefore consider the case as RESOLVED.

If the member contacts us again for further assistance, we will reopen the complaint. 

Having withdrawal issues related to page error saying my browser may be blocking cookies. I've done all steps to try and fix with nothing working. I've attached some screenshots 

I've played here a bit and really enjoyed it. I'll definitely come back and play again. I enjoy playing online casino games and am always looking for new ones.

Hi Guy Chase,

Thank you for reaching out to us, and we are sorry that you are facing this kind of issue. So you have to follow all the instructions step by step? Have you try different browser?

We have received a response from the casino rep confirming that further assistance was provided.

Could you please let us know if your issue has now been resolved?

Hi RosaCole,

Thank you for sharing your experience with us! We are glad to hear that you are enjoying playing at Pacific Spins Casino 

Hi Guy Chase,

Since we received no feedback from you and were informed about the positive outcome from the rep, we would need to close this complaint and mark it as RESOLVED.
 

The withdrawal page doesn't work so you cannot withdraw funds don't play here

Hi Michaela Roth,

Thank you for reaching out to us and sharing your experience.

Could you please let us know if you are still having issues with the withdrawal, or if it may have just been a temporary bug?

Also, have you tried clearing your cookies, and did you contact customer support about this?

If you still have a problem, please send us your casino username via private message, and we will reach out to the casino rep to check if there is any issue from their side.

Used coupon successfully. Stayed under $5.00 . Met all requirements, last correspondence was the verification email. Made a withdrawal request for $95.05 which Ive yet to receive. I emailed both payments@pacificspins.com and support@pacificspins.com with no response. 12 hours later went to support chat, while giving me no specific answer and offering me a $20 chip, when I asked for specifics, there was no response from Karen in chat. No response and not even the $20 chip as of now. (6 hours after using support chat )

Disputed amount: 100$

Casino: Pacific Spins

Case #: 4052

Hi April4257,

Thank you for reaching out to us and sharing your experience.

We have contacted the casino representative, and they informed us that this bonus is an exclusive promotion, available only to players who received it directly via email and were specifically eligible for it.

After reviewing your account, the casino confirmed that you were not among the players who received this offer, and therefore, you were not eligible for this bonus.

Unfortunately, in this case, there is nothing further we can assist with, since the promotion was limited only to selected players.

For future reference, you can always contact customer support beforehand and ask which bonuses you are eligible for. This can help avoid any confusion and ensure that the promotion can be used without any issues.

Hi Michaela Roth,

Since we have not heard back from you and the issue seemed to be related to a temporary bug during the withdrawal process, we will assume that the issue has been resolved in the meantime.

However, if the problem persists, please feel free to contact us again and send us your casino username.

Thank you for the response. However, I still believe this situation raises a fairness issue that deserves consideration.

The coupon code was publicly shared on the forum and was accepted by the casino system without any restriction or warning. The system allowed the bonus to activate and allowed me to complete the entire 40× wagering requirement while following the stated rules.

Only after the wagering was completed and a withdrawal request was submitted was I informed that the promotion was supposedly intended only for selected players and that my winnings would therefore be voided.

If a promotion is truly restricted to selected players, the system should prevent ineligible accounts from activating the code in the first place. Allowing players to use the code, wager for hours to meet the requirements, and only then determining eligibility at the withdrawal stage creates a situation that appears unfair from a player perspective.

In addition, I attempted to resolve the matter directly with the casino prior to filing the complaint. I sent emails to both payments and support without receiving any response. When I finally reached live chat, the representative offered a $20 free chip for the inconvenience, but this was never issued.

I understand that LCB must rely on the casino’s stated terms. However, from a player’s perspective, situations like this highlight a gap between what the system allows players to do and what the casino later claims was permitted.

At minimum, casinos should ensure that promotional codes cannot be activated by accounts that are not eligible, so players are not placed in a position where they unknowingly spend hours meeting wagering requirements that may later be deemed invalid.

While I appreciate you following up for me, for the sake of transparency and fairness for other players, I would appreciate clarification from the casino on why their system allows promotional codes to be activated and fully wagered by accounts that are supposedly ineligible. 
Thanks again. 

Hello April4257,

We trust that you're well and safe.

First off, thank you for sharing your concerns here on LCB. Please note that we have taken the time to review your grievance and account.
From what we can see, it seems that you have claimed and used a bonus you were not eligible for. The bonus was sent to a selected group of players and, unfortunately, this particular promotion was not intended for you.
We have performed multiple checks and there was no communication on our behalf where the promotion was shared or any way provided to you.
Unfortunately, Promotion offers that are not shared by the Official Casino representative, Affiliate, or any other channel that is officially approved by Pacific Spins Casino are considered invalid and the Casino does not have to honor them. In this particular case, it is evident that you acquired the bonus code through a user forum. This is not considered an official channel of communication for Pacific Spins.

We understand that you may find the decision harsh, however, given that you knowingly claimed the bonus code from an unverified channel, unfortunately, the original decision will remain unaltered.

To avoid any such future inconveniences, please make sure to claim bonuses that are provided to you through official channels.

Thank you for your understanding.

Kind Regards,
Pacific Spins Management

I made a $30 deposit with BTC lightning and my invoice shows it was sent instantly and with no fee. Pacific spins is showing my deposit as being $29.99 one cent under the $30 required to get free spins from the treasure trove promotion, support has lied to me stating things like crypto fluctuations and blockchain fees, I know these are untrue because BTC lightning transactions are as I stated with fees and instantaneous making what they claim erroneous. My account name is Magana42069 I've attached screenshots showing both my BTC transactions and what they claim to be my deposit activity. I want my free spins from treasure trove, I thoroughly believe they intentionally shorted my deposit one cent in order to not give me my free spins. Definitely makes me doubt the integrity and fairness of Pacific Spins.

Support is claiming btw that there is nothing that they could do, I have proof that $30 was sent. I find it very very suspect that my deposit was 1 cent under what was required for the bonus.

Hello Misty,

We hope you're doing well.

Thank you for reaching out to us here on LCB Forum.
BTC Lightning deposits are indeed off-chain transactions, meaning that blockhain fees are not present. Nonetheless, certain fees, although minimal, are there. Given that you have sent a deposit of exactly $30.00, the fees, however small they may be, will lower the deposit amount to $29.99 as our system always rounds up the deposit amount to the first 2 decimals.
Having said that, the 1 cent difference should not affect any bonus redemption and as we can see on your account, you have received multiple free promotions after your deposit, including the free spins you mentioned. 

Should you require any additional assistance, please do not hesitate to contact us.

Best Regards,
Pacific Spins Management
 

Hi April4257,

As the casino mentioned, and as we explained in our previous response, unfortunately, you were not eligible for this bonus, and we are sorry that it caused you any issues.

As the casino advised, we also recommend that you always stick to official channels, such as our official bonuses posted on the review page or those provided by our moderators with the correct terms, as well as the ones the casino sends you by email.

We hope this will prevent any further confusion and that you continue to enjoy your experience.

We are here for any assistance you may need.

We will mark this case #4052 as RESOLVED

It was the treasure trove promo, any deposit over $30 would get me free spins the next day. Also check this out the ammount of BTC I sent is equal to the ammount that shows I had under deposits and I sent you $30.01 so you can't say that I was short at all. BTC sends the exact amount it's how it works. See screenshots for proof I sent 0.00041936 BTC. If any node fees were present then the ammount of BTC would of been less then what was sent to represent the 2 cents you claim I was short. You guys did something shady and I got proof. I want my 30 free spins.

Btw the free spins are supposed to be added automatically the next day, there isn't any code to enter.

LCBLOOTN

T&C’s Apply. 18+. This offer is not available for players residing in Ontario. T&C’s Apply. 19+. Play Responsibly. All Players - US OK! Amount: 47 Free Spins on Loch Ness Loot. How to claim the bonus: New Players need to sign up through our LINK, and contact customer support in order to claim the bonus code in the cashier. Please note: This offer is also available to depositing players. To be eligible, a minimum of $20 in deposits made during the previous week (Monday–Sunday) is required.Max cashout: $50. Cashable bonus: Yes. Sticky Bonus: Yes. Once credited when does the bonus expire: 2 days. Allowed games: Non- progressive Slots, Video Poker, Keno. The exclusive promo expires on 25 March, 2026. Available: 1x per player. Min deposit needed in order to cashout winnings: $15. Allowed countries for the bonus: United States, Canada (Ontario excluded), Italy, New Zealand, Norway and Sweden.

Support won't add the coupon for me claiming I need to make another deposit but all LCB coupons list the terms very specificly and most say the last action must be a deposit. This coupon does not say that, it just says I need to have a certain amount of deposits the week before which I have. Please give me my free spins, I'm sick of tired of having to always go in a complaint thread to use a bonus because customer support are rude, unhelpful, automatic response chat clothing jerks.

Hi Misty Richardson,

Thank you for reaching out to us. We will check with the casino representative and get back to you.

Could you please let us know whether your last action was a free promotion or any bonus?

Hi Misty Richardson,

Please see the response from the casino representative regarding your previous issue. Your 30 free spins have already been credited to your account, regardless of the deposit difference.

Hi Misty Richardson,

We have received confirmation from the casino representative that you have successfully redeemed the bonus. Please could you confirm this for us?

Let me check

No they were not added

They redeemed LCBOOTN for me but the 30 me but the 30 free spins for treasure trove were never added.

Hello Misty Richardson,

We trust that you're well.

Please note that the Trasure Trove rewards are made available in your "My Rewards" section the day after you make your deposit. The reward is not automatically added to your balance, you have to claim it from your "My Rewards" section from your end.

As We can see on your account, you have not redeemed your bonus, but, in the meantime, you were granted multiple free promotions from the Casino's side.

Thank you for your understanding and please let us know if additional information is required.

Kind Regards,
Pacific Spins Management