Pure Casino - The player's verification is stuck.

During verification process I was asked to submit additional information which I had already submit. Finally get verified and account manager doesn't reply in timely manner. All I have been trying to get is an update. I've been told there's nothing holding My account back from processing withdrawl through bitcoin. I've tried calling and no one answers.

This has become a headache instead of a pleasurable process.

Hello Jose,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Pure Casino.

Please allow me to ask you a few more question before we would move forward.

When exactly did the verification process begun? When did you submit the last document they requested from you? When was the last time the casino responded to you?

Please note that verification may take up to 14 days so if they are still within this time limit, I wouldn't be worried.

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

It's only been a few days on March 18th I believe. I spoke to rep named Samuel

And the rep before him both replied with the same scripted response of contacting my account manager to expedite the withdrawal. My account manager hasn't replied. About 8 hours ago I received an email staying my account would be updated promptly. The last chat reps have told me everything had been verified. Yet my withdraw is still in pending mode.

Hello Jose,

Can you please forward the last communication between you and the casino to nikolas.b@casino.guru? I know it must seem long but they are still within a good time frame if your verification begun only aprox. 2 weeks ago. I would definitely recommend to wait at least until the end of next week for it. In the meanwhile please let us know about any update happening.

Regards,

Nick

Hello Jose,

The casino clearly stated that the verification was finished about 2 weeks ago and their withdrawal process may take up to 18 days. It's not really possible to tell the exact date of withdrawals but as they are still within their own time limit, there is nothing we can do with it. I would recommend to wait at least until next week for the money to be processed. If there won't be any update regarding to it, we will definitely try to intervene.

Please keep us updated.

Regards,

Nick

Yeah but they can tell me what would be the "by which day I should get it" day. Also the fact that I'm told I can't speak to anyone else at all is not very customer friendly.

they have reduced my winnings from 360 to 100 and still pending

Hello Jose,

Was your balance generated with bonus money? If yes, that might be the reason of limiting your winnings. Also as the date of withdrawal is shown as 4 days old so I would definitely recommend you to wait only for it to be processed.

Regards,

Nick

Dear Jose,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

I won the 360 with $5 they had gifted me. I received an email that said we left you a little gift in your account. It was not accompanied with any specific t & c's

Dear Jose,

I've looked into the casino terms and found this:

"4.8. Free bonuses (Comps, Free Chips, converted Comp Points or any other non-deposit bonuses) are playable bonuses awarded to player so they may play free of charge. Free bonuses have a different wagering requirement than other bonuses, and have a fixed withdrawal limit of no more than 100 Credits (100 $,€,£,AUD, or 1000 ZAR). Any remaining or extra balance is 'Non-Withdrawable' and is to be cleared from a player's balance. Each player is allowed to withdraw winnings from a free bonus only once during his/her gaming lifetime unless specifically approved by the casino manager."

Based on that the maximum amount you can withdraw is $100. Could you please advise if it's still pending or did you receive it already?

I finally received it. They didn't advise me at any time that it would not be the 360 they just sent the 100 minus a fee

Dear Jose,

Thank you for letting us know that you received the money. As I explained above, you received the maximum allowed so we consider the complaint as resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.

Regards,

Nick