Pure Casino - A retirada do jogador está atrasada.

Casino owes me $500. I made a withdrawal request for $1500. They gave me $1000, the other $500 is still pending x18 working days. The live chat no longer responds to questions, they stopped returning emails. It’s been well over the 18 working days since my original request. They are not following their own T&C. I’ve done everything right. I’ve cashed out with this casino several times in the past without any issues. Yes, it takes forever, but they have always paid me.

Dear skeberhart1023,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pure Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas. Thank you for taking my complaint.

Yes, I have passed the verification. I have successfully made numerous withdrawals from them in the past. Yes, I used a 200% no rules bonus and deposited $300. The bonus money was taken out of the first withdrawal. .

Thank you very much, skeberhart1023, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.  

Dear skeberhart1023,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Pure Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Pure Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response!

Best Regards,

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.

Still nothing new here. I have emailed and been trying to get them ro respond to me on the live chat but I get nothing.

Dear skeberhart1023,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi