PureWin Casino - Player’s deposit has never been credited into his account.

Despite several complaint lodged my money is neither credited to Pure Casino nor to my Bank account.

I have transferred funds on 23rd.

When contacted over mail, they said it takes 14 days..which is pathetic. For fund transfer it takes few seconds. Ok if it's international transfer maximum 2 days it takes.

This is truly horrible experience and my money is gone without playing on casino.

Dear umesh1jai,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you ever made a successful deposit to your Pure Casino account? Which payment method did you use?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance for reply.

Best regards,

Kristina

Hi Kristina,

I've been depositing funds with same option of Master card which ask me further to select my bank and my user id password and it's been successful last 6 months.

This is the first time I had issue but if transaction is unsuccessful money should have been routed back to my bank in maximum in 2 days and not 14 days.

As a gesture they gave 25 free spins of value 250INR though I requested atleast 100 free spins but they denied.

I'm forwarding you mail of my chat history with their team.

umesh1jai, thank you for your email. I went through the conversation. Please note, that the casino isn't trying to tell you, that crediting money to your account takes 14 days, but that the funds have never reached them and they start to investigate what happened after this time period.

In this case it seems that the problem occurred on the payment provider's side and not the casino's side and you received Free Spins as compensation for the inconvenience. In this case, I would recommend you contacting your payment provider because if the deposit hasn't reached the casino, they were most likely held by them.

But money provider is their affiliate and it's their responsibility to credit funds on timely basis.

It's been already 7 days now and I'm awaiting credit to casino or my bank account.

Casino has a responsibility to take care of Customers funds if money is getting routed via their provider.

First of all why their provider has returned funds instead of crediting to my Casino.

umesh1jai, sometimes this happens and either the casino or the payment provider has to investigate what happened. As I mentioned in my previous message, you can wait until those 14 days will pass and then the casino will start investigation with the payment provider according to their policy, or, we always recommend to players contacting their payment provider, because most likely the money is being held there.

Please let me know which option you decide to choose.

Ok I will wait till 6th October

Hello I have deposited another 4000 today and even that's lost. Their support team is asking to wait for 14 days for this transaction also.

This was error message I got that time also.

So there is issue with their service provider.

Umesh1jai, unfortunately, at this time there is nothing we can do. The casino has to investigate what happened to your funds and fix the problem if there is any. Or, as I mentioned in my previous messages, you can always contact your payment provider to find out what happened, which would be to best option here.

Please do not make any additional deposits, until the casino or your payment provider finds out what happened with the lost ones!

I will keep this complaint opened and please let me know if there is anything new (the casino starts investigation, or you contact your payment provider).

I had meanwhile deposited additional 4000INR on 3rd Oct and even same is not yet credited. They are giving same crap of another 14 days.

This is SCAM and need to be highlighted to legal authorities. Kindly share details or mail I'd of legal gambling authorities of pureCasino locality.

I would like to highlight it to them and I'm complaining to legal authorities in India also.

Umesh1jai, before you contact the licensing authority, I would strongly suggest you contacting your payment provider, because your funds may be witheld there and if this is the case, this isn't anything the licensing authority could help you with.

If the casino has already started the investigation of the lost funds, please let us know.

I have bank confirmation that they have not received any funds.

So pls share details of legal authorities to approach against Pure Casino

Please, forward me the bank confirmation to kristina.s@casino.guru. Additionally I would like to point out, that if you contact the licensing authority, which is Curacao in this case, we will be forced to close this complaint and leave the investigation to them. There is a chance, that you won't receive any reply, so please, leave this as the last possible option.

Dear umesh1jai,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

It's resolved I've received my money back after 10days. They should compensate me for the loss of income as I had opted for offer of 50% reload bonus and 60 free spins in both my deposit which is lost in both the deposits.

Umesh1jai, please be aware, you cannot receive a deposit bonus for a deposit, that has never been credited to your player's account. As the funds has been successfully returned, we will now close this complaint as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.