Complaint #2 Pure Vegas Casino

Casino Refusing to Pay

By ccplount

12 years ago

Message on forum

Recently I played at Pure Vegas. I won a approximately $5500 less my deposit of around $1000. While trying to withdraw my winnings I was sent an email saying the withdraw had been declined. When I tried to log back into my account, it was disabled. After numerous emails and calls over the course of several days, I received a response. The response stated that my account had been highlighted by a third party payment processor and that my winnings would be voided and my deposit refunded. From there, I sent another email asking what the issue was. Pure Vegas responded by stating that they could not release that information, and that at this stage, they will not reinstate my account nor pay any winnings. I have sent in the identification validation forms, complied with all rules established by the casino, yet have had my winnings voided with nearly no explaination. Beyond frustrated.

Disputed Casino Pure Vegas Casino

Reason Verification issues

Discussion

Pure Vegas Casino

• Representative

15 years ago

I would like to deal with the player's issues point by point if I may.

We are unable to pass out confidential information received from our fraud processors. As I mentioned previously, we are obliged to act on these and whether or not the player agrees with this action, we do not consider our fraud processors to be a company who provides us with either false or incorrect information.

This account was not highlighted randomly but actually by a specific email sent to us from our fraud processors. We completely refute the suggestion that the player was highlighted due to "winning". That fact that these two acts occurred within a short space of time is something that is obviously outside of our control. This entire situation occurred within a matter of 8 days from start to finish and, in our view, cannot be considered an unreasonable or disproportional amount of time with which to investigate any new player or information received in relation to this player.

We feel that the most reasonable resolution which we were able to find based on trusted information was to refund the player all monies which he had deposited into the casino in full and this has been performed. To suggest that we do not "take the side" of our fraud processors is unreasonable in our view. The suggestion that we would not have refunded the player when closing his account is untrue. Regardless of whether a player wins or not, if we feel that the account is a security risk then we will always refund where possible before closing an account.

Again, please do not hesitate to contact me if I can provide any further information.

ccplount

15 years ago

Well I am still unclear as to what the "issue" is, and if it was made in October 2010, there is defiantly some kind of mistake. Hopefully readers of this will be aware that it is possible to enter into a legal transaction with this organization and for them to void (steal) your winnings because some "third party processor" tells them not to pay you.

Be sure that they took my deposit in the beginning, and had I lost it, would their payment processor say "oh, this account is highlighted, better give it back." I think not. Only when I chose to withdraw my winnings did there become a problem.

As of now, I do not know of anything else I can do. Pure Vegas simply is refusing to pay my winnings due to an "issue in October 2010" at another casino that i have no idea about.

Whatever issue it could be, I'm sure we can come to some sort of resolution. Rather than taking the side of your processor, maybe work with your customer to come to a satisfactory conclusion to this debacle.

Once again, I am extremely unhappy and will not settle for this mediocre explanation given by Pure Vegas Casino.

Pure Vegas Casino

• Representative

15 years ago

Dear Sirs,

Thank you for your email and the information in relation to this player's forum post.

This player's account was highlighted by our third party fraud processor as having an issue attached to it. The player has informed us of issues dating back to over a year ago that he experienced with another gaming site. The information was brought to our attention by our third party fraud processor and this was dated October 2010. Nothing was shown previous to that date. We feel that we have to act on trusted information from companies with which we work closely on a daily basis.

The player was refunded all of his deposits made to us as we felt it was appropriate that the player should receive his money back.

Whilst we appreciate the player's frustration, we have a set of guidelines within which we are obliged to work and we take security and fraud prevention extremely seriously. The measures that we have in place are for our player's protection as well as that of the casino.

Please do not hesitate to contact me if I can offer any further assistance.

Regards

< name removed >

Fraud & Deposits Department

Pure Vegas Casino

Pure Vegas Casino Complaint Stats

Resolved 4 / 5

Avg. Amount $480

Avg. Complaint Duration 16 days

Avg. Response Time 2 days

Pure Vegas Casino Complaints

See all complaints for this casino

Payment from Pure Vegas Casino

I made a withdrawal request of 2000.00 on May 28th,after weeks of saying they had a backlog of payments,they sent it to my netspend card as a refund know I had not made that large of a purchase,now the card has blocked my payment so i can not use the money,the card says I have to send a recite or the casino will have to call merchant services,I just recieved another e-mail from the casino saying they e-mailed the card company ,with no responce,but when i call the card company they say they will not respond without the recite,they have to call merchant services,to make a reversal of payment,the casino says they cannot reverse payment and then resend as a deposite or send it to me another way I tried to get the card to just send the omney back to the depositer and they said they will not unless they call,will i ever get my money-Go to Previous message | Go to Next message | Back to MessagesMark as Unread | Print ReplyReply AllMove...datingjob appsmy stufftax infountitled
Flag this message[ #HPW-44237-370]: withdrawalsSunday, July 29, 2012 3:36 AM
From: "[email protected]" Add sender to ContactsTo: [email protected] Deborah,

Unresolved

3rd party delay

I am asking Askbambler.Com to intervene on my behalf.

Pure vegas tells players that withdrawals take 10-15 biz days to deposit back to the player's card but I have yet to receive my winnings.

I requested two separate withdrawals 5/11 for $1000 each.

It was approved 6/14.

Had I known about the reputation of pure vegas withdrawals I never would have opened an account. I have been an online casino player with other casinos since 1999 and have never had a problem with withdrawals. All winnings have been received in less than 14 calendar days.Although they comped me $75 thats not what I want.

After multiple communications since 5/23 with customer service then vip and even my own emails to cashiering ; I finally got a response from cashier dept the manager no less.

[email protected]

Jun 1 (2 days ago)

Dear g###,

I apologize for the delay that is occurring in the casino. Your withdrawals approved may 14th have been sent to our third party processor and will be sent to you on the next batch. As soon as your winnings leave the processor I will update you.

Kind regards,

< name removed >

Withdrawals manager

Well what does this mean? When does the next batch go out? Will I get my winnings by 6/8? Askgamblers.com please help.

Resolved

$2,000

Delayed Payment

ok i won a pretty big chunk of money but i played over half of it in the casino. I sent all my verification documents through and i was even called by one of there customer service reps to verbally confirm my identity.I got an email saying that everything was approved.

Dear Mel

I am happy to let you know the Verification Form you sent us has been approved.

Should you have any further questions or concerns regarding our banking services, please don't hesitate to contact the withdrawals department at this email address.

Yours sincerely,

< name removed >

Pure Vegas Casino Verification Department.

I requested 2 withdrawals, first for $4000 hich is the max you can withdraw through a wire transfer was approved on the 30th of may and the second $2000 approved on the 5th of june. I got emails stateing that they had both been approved. it states 6-10 days to clear a wire transfer, i contacted support multiple times after the 6th day just to make sure everything was fine. Its now the 7th of july!!!!! Apparently something (they wont pin point or go into much detail) has been afecting there system or something like that is now affecting there withdrawals or something.

Dear Mel,

I am sorry to notify you but I have just been updated that your withdrawal that was approved on May 30Th has been delayed. The delays we have been having in the past have now been effecting the withdrawals at this time. I do assure you that you will receive your winnings as all our players have and will. As soon as your withdrawal has been reprocessed I will let you know so you will know when to expect your funds. Thank you

Best regards,

< name removed >

Withdrawal Department

Dear Mel,

I am sorry to notify you but I have just been updated that your withdrawal that was approved on June 5Th has been delayed. The delays we have been having in the past have now been effecting the withdrawals at this time. I do assure you that you will receive your winnings as all our players have and will. As soon as your withdrawal has been reprocessed I will let you know so you will know when to expect your funds. Thank you

Best regards,

< name removed >

Withdrawal Department

I have emailed all my chat transcripts to my email after talking to their customer service staff and have all emails for proof! i shouldnt have to beg for my money! its been over two months!!

Dear < name removed >

I am sorry for the frustration that this delay has caused. We are having issues with our third processor and because of the delays that have been occurring in the casino they have now effected the withdrawals that are being approved now. I assure you we are working on this issue and you will receive your winnings. All our players have received their winnings as I assure you will as well. I don't want to give you an inaccurate date as to when the withdrawal will be sent out until the withdrawal has been reprocessed. I will immediately update you as soon as this happens so you will know when to expect your funds. I sincerely apologise for this delay. Thank you

Best regards,

< name removed >

Withdrawal Department

Resolved

Refused to pay

I had all of my documents approved for a $400.00 win and was sent an email telling me my wire transfer was on its way and when the money was out of my account I played again and won $300.00 and then got an email saying I had been fradulent and my account was locked . They said they would return my deposits which they did not do. I asked multiple times what I had done and no reason was given. I have never had this happen before and still have no idea what it was that I did that was fradulent. I only played the slots as I have always done.

Resolved

$400