Pure Casino - Player's withdrawals are delayed.

Played a couple of months ago, have a several withdrawals pending 2 month already .Already verified in Pure casino , support probably stopped responding to emails. If the representative answers something it will be great

Dear JosephFlash,

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 have a complete picture of the situation.

Have you made any successful withdrawals from the casino in the past? Have you accumulated your winnings with or without an active bonus?

Thank you very much in advance for your reply.

Best regards,

Tomas

These are my first withdrawals in Pure, the first withdrawal is a welcome bonus (I made a deposit to withdraw it) .The second withdrawal is from a cash deposit , but they are both pending for more than a month

Thanks for the explanation.

Before we try to contact the casino, could you please forward communication (emails, chat transcripts) between you and the casino? My email is tomas@casino.guru

Thank you, just sent screenshots with two emails sended Pure casino support, regarding my withdrawals.

Which have not yet been answered unfortunately

Thank you very much, JosephFlash, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you JosephFlash for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Pure Casino for their help in resolving this complaint. We would like to know why are these withdrawals taking as long as they are and if we can do anything to help make it quicker.

Thank you!

We would like to ask the 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 may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

We are unable to verify if the casino operates with a license. According to the data on the website, it seems the Casino has a Curacao license but we are unable to determine which license to recommend you to contact.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

Dear JosephFlash,

We’ve reopened this complaint at your request. 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,

Peter