I won $6,597.88 but was told I can only withdraw $700 due to the bonus requirements so from the 09/05/2022 I requested $700 withdrawal at 14:56 ..since then I have sent my identification documents more than 25 times to [email protected] and to pure casino faxbacks *[email protected] and they r saying they never received any emails from me..now live chat is not responding?

Dear Christina73,

Thank you very much for submitting your complaint. I’m 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Hello Christine,

Have there been any developments since our last conversation, please? 

I'm still waiting for them to give me my winnings

Dear Christina73,

Could you please advise if your winnings were accumulated with or without an active bonus?

Yes it was with a bonus I also received a letter from them how do I send it to u?

Was it a free bonus, please? You can forward any relevant communication to [email protected].

Additional comments from the player:

"Hi my name is chrtine white making a complaint about PURE CASINO ..I received $450 yesterday which was suppose to be $700 now they r not answering my emails or on live chat

The account manager sent me this letter 2 days before I got the $450":

Thank you, Christina73, for your emails. Could you please specify which exact bonus you have used to accumulate your winnings? I'd like to check the bonus rules.

I'm actually not sure which bonus I chose

Please forward a screenshot of your bonus history. Thank you very much in advance.

Dear Christina73,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.