Pacific Spins Casino - プレイヤーが賞金を受け取れずにいます。

Their website says 9 minute withdrawals. I gave all of my verification documents necessary however they were not responding so I did it the other way which I was told that if I deposited I could cash out instantly with Bitcoin after I deposited. I did that I deposited 12 and now I don't have access to that or the 50 .98 I won from the free spins they gave me or even access to the live chat. They took the live chat away who does that? I have sent multiple emails with no response yet I continue to get Promotion emails.

Dear burntlight3,

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

It's been 2 weeks and they're still giving me the run around. Plus they have my deposit for $12 too! They've had the documents and my deposit for 2 weeks.

It's more than just the 50.98 payout they owe me I deposited $12 on top of that.

After I won the 50.98 I mean is when I deposited

Dear burntlight3,

Have you received your withdrawal from the casino yet?

No

I haven't

Thank you for your reply, burntlight3. Have you made any successful withdrawals before? Could you please advise if you received any confirmation regarding successful KYC?

Do I understand correctly that you accumulated your winnings with an active bonus?

No I haven't received a withdrawal before and I gave them my documents for KYC which has worked fine for every other casino I play with on the 26th. Yes I won with bonus spins. But then I deposited $12 after that. It's funny they have no problem taking my money. The email I used there was different than the one I use for you. It's scho***edien@gmail.com

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear burntlight3,

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.