Reply from PacificspinsOct 2, 2024
Hi Brandy,
Hope you are well and safe,
Thank you for providing your login information! Upon reviewing your account, we found that you played with the welcome free bonus ND175K on 9/15/2024 at 20:21:46 (Casino time).
The rules for your bonus were:
- Value: 175 Free Spins on T-Rex Wild Attack
- Wagering: x30
- Max cash out: $50
- Allowed games: Non-Progressive Slots (excluding 777)
- No multiple accounts allowed
After completing the wagering requirements, the system removed any amount exceeding the maximum cashout limit ($159.44 in your case), leaving $50 in your balance.
https://pacificspins.com/terms-and-conditions
7.5. Standard Free Spin Coupon Guidelines
c. Once your wagering requirements are met, any excess beyond your maximum cashout limit will automatically be deducted from your account.
Your account was verified on 9/30/2024 at 5:09:49 AM after we received the correct documents. During the verification process, you played again with the remaining $50, made winnings of $1,296.58, and requested a withdrawal of $1,200.00 on 9/30/2024 at 16:32:50 (Casino time).
However, your withdrawal request was rejected because the maximum cashout limit was $50 for this bonus. As a result, the remaining $1,246.58 in winnings were removed in accordance with the max cashout rule. Please note that the rules of the bonus remain in effect until a payout is processed or a new action is initiated.
https://pacificspins.com/terms-and-conditions
7.1. General Bonus and Promotion Rules
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.
Additionally, our system provided a pop-up message informing you that the rules for your bonus were still active. You would not have been able to continue playing without agreeing to those terms.
This means that when you begin playing with a bonus or deposit, the terms for that bonus, or the general rules, remain active until a new action is initiated.
The $50 winnings remained in your balance, and you were required to make a verification deposit to withdraw the winnings from your welcome free bonus.
https://pacificspins.com/terms-and-conditions
6.2. Withdrawing from your User Account
i. Upon requesting a withdrawal from a non-deposit bonus, a verification deposit is required, if the customer hasn't made a prior deposit.
As we can see, you never made the required verification deposit and, in the meantime, you continued playing and lost the $50 balance.
Thank you for your understanding and cooperation!
Kind Regards
Daniel Moore
Casino Pacificspins Management
