Pure Casino - 決済が遅延しているとのクレームがあります。

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?

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.