Ag Awards

Pure Vegas Casino - Casino Refusing to Pay

Complaint Info
Disputed casino Pure Vegas Casino
Reason Verification issues
Posted on May 16, 2014

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.

Posted on November 3, 2010

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.


< name removed >

Fraud & Deposits Department

Pure Vegas Casino

Posted on November 3, 2010

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.

Posted on November 3, 2010

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.

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