Pure Casino - Player’s withdrawal has been delayed.

I have been approved for my withdrawal but it's been more than a couple weeks and still waiting. When I ask customer support the status, they keep telling me they can't see that information. I've sent emails and getting no response now.

Dear Jennifer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please clarify when exactly you requested this withdrawal?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

This is my first withdrawal from this casino. I've been through the process of withdrawals and what they entail from other casinos though. I've only had one other casino saying they'll pay me and to wait patiently, but that's been since November last year. But the fact that no one seems to respond anymore and that support says they don't know anything about withdrawals is rather odd. So I'm a bit Leary about this and to me it's like an indicator that this can get brushed off and not get my payout. I believe it was April 18th I submitted withdrawal and my documents got approved right away. Thanks for your help!

Thank you for your reply, Jennifer. Have you accumulated your winnings with or without an active bonus, please? Which payment method to withdraw your winnings have you opted for?

I accumulated my winnings with a bonus. I passed the wagering amount and $500 is max cashout per that bonus. I have opted for wire transfer and provided them all of the information in which at that time they did reply back to confirm it. Here is a picture of the email they sent me approving my payout. The documents were sent in and approved right away as well.

Thank you very much Jennifer for your cooperation so far. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you much!

Hello, Jennifer,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Pure Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Pure Casino Team,

Could you please state the reason why the player's withdrawal has not been completely processed yet and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

The account manager that is assigned to me is Nessa. If that helps any?

I am not sure. It depends on the casino. You have filled in your player ID and the email used to register at the casino. They should be able to identify you in their system. Let's wait for the casino to respond.

We would like to ask Pure 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 will have a negative impact on the casino's rating.

Dear Jennifer,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option how you can try to resolve your issue or speed up the process - I recommend you to contact the gaming authority the casino is regulated by and submit a complaint directly to the authority. You can contact the regulator at info@curacaolicensing.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru