Pure Casino - Player’s bonus winnings have been voided.

My account was issued a bonus and they keep saying I’ve not met requirements I’ve been told about 3 different t&cs one of which is you can’t accept a bonus more than 3 times which I can’t see anywhere , reading the reviews I’m not holding my breath and have deposited via Bitcoin £30 , no reply for KYC via email

Dear davidlamont83,

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. Did you receive any specific explanation from the casino about which exact rule has been breached and why your winnings have been confiscated?

Lastly, could you please specify which exact bonus you have redeemed and played? I would like to check the terms and conditions.

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

Best regards,

Petronela 

Hi there

I had a £10 free chip which I played through the requirements.

i got to the £110 withdrawal limit as was told I can withdraw £100 and £10 would be removed for the free chip.

I was then told to deposit Bitcoin as it could be faster to withdraw.

only once I said this did the operator say I’d failed to meet a bonus requirement which was using more than 3 bonus in one week.

I explained that I’d not been told this and the bonus was issued in my account.

Ive checked all the t&cs and cant see anything.

i don’t know whether this operator just wanted me to take a different offer as she kept saying I could get another bonus.

Ive contacted them today and they’ve said my withdraw is approved and pending and ID a will take upto 72 hours to clear and then the withdraw will be 5-18 business days depending on what I used to deposit .

So now I’m confused and really can’t see any issue with this withdrawal

thank you

I can see a t&c in the bonus section now but it definitely wasn’t there yesterday

Do I understand correctly that you have redeemed previously other free bonuses?

Dear davidlamont83,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.