Pure Casino - Player's withdrawal is delayed.

ordered a withdrawal a month ago and was verified 35 days ago, the withdrawal is still pending, even though that processing time takes 18 business days

Dear ColemansBet,

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 better understand the situation.

Could you please confirm that you have passed the KYC verification?

Have you received any feedback regarding your withdrawal request from the casino besides the email from the 13th of January?

Thank you very much in advance for your reply.

Best regards,

Tomas

documents were sent more than a month ago and approved, no response yet, only the status of the withdrawal of funds as in processing

Thank you very much, ColemansBet, for providing the necessary information. I will now transfer your complaint to my colleague Veronika (veronika.l@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Pure Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear ColemansBet,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask Pure Casino to join the conversation and aid in the resolution of this complaint. Could you please provide an update on the status of the player's withdrawal?

Good afternoon, everything was paid at the beginning of the week !

the claim can be closed/resolved now, thank you very much casino.guru team !

Dear ColemansBet,

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