The player from Italy had requested a withdrawal of 100 euros via Bitcoin a month prior but had received no response despite multiple attempts at communication, even after submitting all required documents. After the complaint had been made, the casino had confirmed that his documents were approved. The player had had no previous withdrawal experience with this casino. Eventually, the withdrawal was processed and the player had received his bitcoins, resolving the issue, albeit with a significant delay of 30 business days.
Pure Casino - Player’s bitcoin withdrawal is delayed.
Amount: €100
Pure Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.0
Pure Casino has a Safety Index of 4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Good day, after playing and losing with several deposits, I decide to convert my comp points. By doing so, I was able to achieve the maximum gain (100 eur) allowed by their terms and conditions. Therefore, I made a withdrawal of 100 euros on September 5th via Bitcoin, and I waited the 18 working days as stated in their terms. Today is October 9th and I have not yet received any response from them despite the numerous emails I have sent, and no response when I submitted the documents they requested when I registered a while ago. It seems like a ghost casino, where only the chat function works but they say they don't have access to financial matters. Communication experience has been terrible so far. Thanks to the guru site for giving me the chance to make this complaint. Regards.
Automatic translation:
Public
Public
1 year ago
Dear strayman,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
When was the last time you communicated with the casino regarding your withdrawal or verification issue?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Public
Public
1 year ago
Translation
Dear Veronica, a few hours after publishing this complaint, support (coincidentally?) sent me the first reply email informing me that the documents have been approved. To answer your question, no I have no withdrawal experience with this casino before this. Now I'm waiting for the payment that I haven't received yet. Greetings
Automatic translation:
Public
Public
1 year ago
I'm glad to hear your account has been verified. Have you received any new information about the status of your withdrawal request? Please keep us updated.
Public
Public
1 year ago
Translation
Hi Veronika, I just checked in my casino account that the withdrawal was processed and that I received the bitcoins in my wallet. So you can consider this complaint resolved, albeit with a long delay (30 business days). I thank you all for the support.
Automatic translation:
Public
Public
1 year ago
Dear strayman,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
