Pure Casino - Игрок заявляет о задержке выплат.

Hello,

i have used a bonus on a deposit and won 150 euros. I passed through verification, they told me that everything was fine, and after 10 days of pending, my withdrawal got canceled today without explanation nor anything.

I contacted the support who told me that it is because of my inactivity and asked me to deposit again so that my withdrawal gets processed. I do not see why i will have to deposit one more time, when i already deposited before winning, it is ridiculous.

So i tonight i continued playing to be like they call "active" and i withdrew 100 euros.

But i have a feeling that this casino is a total crap and that i will never have my money. I really have negative vibes everytime i connect on this casino, and i see that its mark here is very low, so i am actually not surprised.

I hope you will help me get at least these 100 euros i won fairly.

Thank you in advance.

Best regards,

Adil M.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

Thank you for accepting my complaint.

I received a mail today saying the withdrawal was canceled because of my inactivity. In some other words, they ask me to deposit again to play if i want to be paid out. What kind of scam is that? Why a player should make 2 deposits to have his winnings generated on first deposit?

I also want to point out that i had this bad feeling about this casino in the past and that i closed my account from their cashier. I would put close because of gambling addiction to be sure it's closed... well on the next day, they will reopen my account themselves, i didn't even ask for it and they will send me mails to offer bonuses. I even contacted the Rival provider that time, which did nothing by the way. They said they wrote to the casino but nothing changed. What kind of casino reopen account of players who mentioned a gambling addiction?

Hello,

They canceled my withdrawal one more time and blocked my cashier withdrawal page and put i can withdraw 0, and this for no reason and without explanation.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

I have written before but it's pending still. Waiting your approval.

They canceled my withdrawal and forbid me to make another withdrawal by putting max withdrawal 0 in the cashier. I wrote several emails, nobody replies and i cannot withdraw my money. The support keep telling me it's because of activity, that i need to make deposits and play so my withdrawal gets paid... but i don't see why i should make several deposits to withdraw my money from a previous deposit.

Hello again,

they replied to me today that i violated some of their terms and conditions, put a whole list but did not specify which one and have closed my account today.

They wrote that i have multiple accounts, that i have opened a complaint or talked badly about the casino on a forum, that i have talked badly to their support, etc... I admit that i said the word ***hole but it was yesterday because i was mad and had a feeling they were scamming me, which is actually a real feeling. I was correct and polite until yesterday and it is not a valid reason to cancel the withdrawal couple days ago. You cannot treat someone crap and expect to be treaten well, we are humans not robots, we have feelings. I was correct for 20 days but after seeing how i was treated by them, i lost my good education.

Also, if it was true, why would they reopen my account personally the next day after i closed it so many times myself putting gambling addiction as reason. Why would they just cancel the withdrawal and put the money back on my account and it stayed like that until today, if i violated terms, my account should have been closed last week when they canceled the withdrawal and not taking 10 pending days, canceling it like 5 times in a row and this, without replying or informing me.

To me, they are scammers and act like this on purpose to push players either into playing their winnings and lose, or either push players to their limits and then take it as a reason to confiscate winnings.

I have denounced this casino and its sister casinos to the swiss gambling commission and their casinos will soon be banned in our territory.

I want you to close this complaint as unresolved and put their mark down because i was honestly scammed, and i am not the first person they do not pay and find reasons not to.

A honest casino will never reopen an account itself if a player closed it manually mentioning gambling addiction and i promise you that they did that every time i closed it, the next day it was reopened by their hands, i did not even write email or anything to reopen it.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

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

Would you be so kind as to forward me the account closure requests that you sent to the casino?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots 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.

Hello dear,

no this is my first withdrawal with them.

My account was verified months ago and one more time recently just before making the withdrawal and as they said in the mail i will send you later, after verification they told me everything was fine and to make the withdrawal.

I played with a 130% bonus and the wager was done, heading to a maximum of 10x the deposit, so 150 euros since i deposited 15. I did not reach out to them, they contacted me through chat to propose me this bonus offer. I will also send you the mail they sent me in July proposing me a bonus offer, while my withdrawal was pending. To which i replied that i will play again once i get my winnings. Later, they canceled my withdrawal saying because of my inactivity, i will send you the mail too where they wrote that.

I will also send you the mail response i received from the Rival provider months ago when i asked a closure because of gambling addiction, because like i said they kept reopening my account so i wrote to Rival to help me closing. They closed it but after couple time, they reopened it again.

I did not write emails to ask closure, we can close account ourself in the cashier page and mention gambling addiction, but despite that, the next day they reopened my account, and this several times, this is why i ended up contacting the Rival provider.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello mrmileena,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Pure Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the player required to deposit after completing the wagering? Also, which terms do you believe the player has broken? Thank you in advance for providing us with your view of the issue.

Hello Martin,

First of all, thank you for caring my case.

They accepted to reopen my account and i asked a withdrawal again 3 days ago.

I am waiting they pay it out to me.

Nevertheless they can reply here if the casino wants but all i have written before is true.

Hello mrmileena,

I am happy to hear things are moving in the right direction. I will leave this complaint open, please keep us updated on any new developments.

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.

Hello Martin,

i have asked a withdrawal 10 days ago after they told me that everything was fine again and unfortunately it is still pending.

Dear mrmileena,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. Also, what is the current state of the matter? Are there any new developments?

Hello,

as you could see on last message on the screenshot i sent you, the withdrawal was asked on 18th of July. I have just connected on my account and i saw that they changed the date and put today's 4th of August but the withdrawal is still not processed, like they just want to extend it more.

Hello,

The casino paid me the money and i received it today on my bank account. So you can close this complaint as resolved.

Thank you so much for your help dear ❤

Dear mrmileena,

We're glad to hear that your issue has been dealt with. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru