PureBets Casino - Pelaajan kotiutuspyyntö on hylätty.

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Dear marciacristinasantos,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing. I have checked the casino’s Terms and Conditions, and this is what I found:

7.3.23. Funds which have been deposited and not used for wagering or gameplay shall not be available for withdrawal. In order to withdraw any or all deposited funds, such funds shall be wagered at least 5 times in full.

This means that if you deposited €10, you would need to place bets totalling €50 before you could withdraw the deposited funds and any winnings.

It is not unusual for casinos to have a deposit wagering requirement of this kind. While some casinos require deposits to be wagered only once, others may impose higher requirements.

• Could you please specify how many bets you made using your €10 deposit and the amount of each bet?
• Can you see a progress bar or any other indicator in your casino account showing how much of the required wagering for your deposit you have completed?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello. I’m writing to provide an update on my complaint. PureBets casino support contacted me by email and explained that the withdrawal was rejected due to the mandatory requirement to wager 5 times the deposit amount.

They explained in detail that I still need to wager an additional €22.60 to fully meet this rollover requirement. I will place these bets using my real balance to unlock my withdrawals.

I request that you keep this complaint open for a few more days until I complete the requirement and confirm the future withdrawal. Thank you very much."

Olá. Venho atualizar a minha reclamação. O suporte do casino PureBets contactou-me por email e esclareceu que a rejeição do levantamento se deve ao requisito obrigatório de apostar 5 vezes o valor do depósito.

Informaram-me detalhadamente de que ainda me falta apostar um valor adicional de 22,60 € para cumprir totalmente este rollover. Vou efetuar estas apostas utilizando o meu saldo real para desbloquear os levantamentos.

Solicito que mantenham esta queixa aberta por mais uns dias até eu concluir o requisito e confirmar o futuro levantamento. Muito obrigada."

Hello. I’d like to provide an update on the status of my complaint. I was able to wager another portion of my real balance and submitted a new withdrawal request for 200 € via Skrill.

The request currently shows as 'Pending' on the casino’s website. I’ve decided to keep this complaint open for now and will update you again as soon as the casino approves the payment or changes the withdrawal status. Thank you very much for your support.

Olá. Gostaria de atualizar o estado da minha reclamação. Consegui apostar mais uma parte do meu saldo real e submeti um novo pedido de levantamento no valor de 200 € via Skrill.

O pedido aparece atualmente com o estado de 'Pendente' no site do casino. Decidi manter esta reclamação aberta por agora e voltarei a atualizar-vos assim que o casino aprove o pagamento ou altere o estado do levantamento. Muito obrigado/a pelo vosso apoio.

Good afternoon,

I’m writing to confirm that the issue has been fully resolved. The casino has verified my Skrill account, and the €200 payment has already been processed and successfully received.

I’d like to express my sincere gratitude to the Casino Guru team for all their help and mediation in this matter. Without your intervention, this wouldn’t have been possible.

Please mark this complaint as resolved. Thank you very much!"

Boa tarde,

Venho confirmar que a situação ficou totalmente resolvida. O casino validou a minha conta Skrill e o pagamento de 200 € já foi processado e recebido com sucesso.

Agradeço imenso à equipa do Casino Guru por toda a ajuda e mediação neste processo. Sem a vossa intervenção não teria sido possível.

Podem marcar esta reclamação como resolvida. Muito obrigada!"

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear marciacristinasantos,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika