Pure Casino - La retirada del jugador se ha retrasado.

I had previously deposited on this casino and this would be my second withdraw. I was told that after the first withdraw that they should go faster than the first which took 15 business days. It is now business day 22 on my second withdraw and the casino agents just keep telling me there is nothing they can do and that they have emailed my account manager and that I am to await for that person who I have never heard from not once. They also imposed a promotion onto my account with out my knowledge stating in an email that 100$ had been applied to my account to be told when I login that it requires a deposit and that my account could not play anything until I made a deposit. This seems like extortion to me. At this time I have not recieved my payout and it doesn't look like I ever will at this point. This casino will stiff you on payouts and give you the run around. They will also force you to deposit to get your winnings even if you got them fairly and made it through the extremely high play through. DO NOT play at this casino and do so at risk of not being paid out and having your winnings taken.

Dear Jeremiah,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Which method to withdraw your winnings have you opted for? Was it the same one you used before?

Could you please advise when you received your last withdrawal?

If there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

They have recalled my withdraw citing it was not within a 30 deposit rule in their T and C. However I have proof I filed for withdraw within that window. I will forward everything I have to you.

i have sent everything i have

Thank you for your reply, Jeremiah. Have you accumulated the winnings from the canceled withdrawal with or without an active bonus, please? If you used a bonus, which offer did you activate?

I am not sure what you are asking. They did not credit my withdraw back to my account. They are the ones who cancelled it not me. I have not used a bonus as the one they imposed upon me has locked my account down until I make the deposit they are demanding. I have not gotten my winnings returned to me or sent to any of my accounts. They have stolen it all and are demanding a deposit.

The casino claims that your winnings have been accumulated with a free chip:

Do I understand correctly based on your last message that you didn't use any bonuses at this casino?

Yes I had used a bonus for those winnings. However I had made a deposit in between uses of any bonus. I have not been allowed to or have used a bonus since then. I have only won from two bonuses at that casino of which I deposited in between. I had also filed for the second withdraw within 30 of that deposit. I had therefore played with a deposit as well during that time. I was trying to explain to you that I had not used any bonus since I won the 100 dollars and that the promotion that is applied to my account as of this moment is not one I claimed but one imposed by the casino onto me by them that requires that I make a deposit in order to be able to play any more.

Thank you very much Jeremiah for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Jeremiah,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Pure Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Pure 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Jeremiah,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter