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Frequently Asked Questions

Account
 I have forgotten my password; how can I get a new one? 

You can request a new password by clicking the "Forgot password?" link under the Password box. Type your email address, click "send instructions" and a "new password" link will be sent to your email. Remember to check your junk mail. If you don't receive the email, or cannot login after resetting your password, kindly contact Customer Support.

How can I handle the SMS's and/or emails you send me? 

To make sure you receive our promotions, please make sure that your account information is up to date. You'll also be able to see available promotions and campaigns on site.

You can unsubscribe from our promotions directly via your account. There you'll find the option "Edit details" and by unticking "Allow SMS" and / or "Allow Promotional Emails" you will no longer receive our promotions sent by SMS and / or email.

You can also click "Unsubscribe" directly through our email by scrolling to the bottom, and we'll know not to send you anymore emails.

Can I change my account’s email address? 

You cannot change the email address yourself. If you need to do this, you must email your request to [email protected] from your new email address. Please mention your user ID / "old" email address and attach a copy of the front and back of your ID, and we will update the email address for you.

Can I have more than one account with Pure Casino? 

No, this is against our Terms and Conditions. If you for some reason cannot log in to your account, or you are unsure if you have an account with us, please contact Customer Support either by live chat or email [email protected].

I didn't receive the verification SMS to activate my account, how do I proceed?

You should receive a digit verification code via SMS to verify your account. If this doesn’t happen, please click the "resend code" link on the registration page to get a new code. If you already closed the browser, or if the resend link doesn’t work, please contact Support via email or live chat. That way they can issue a new code for you. Be prepared to give the following information to the Support agent: - Your full name - Registered email address - Date of birth - Phone number you registered the account with.

When and how do I verify my account? 

When documents are required, you will be notified by email or in pop-up on site, depending on the type of verification. Documents should be sent by email to [email protected].

What documents does Pure Casino need? 

Most commonly, we ask for the following:

- ID card/Passport/Birth certificate where all four corners need to be visible as well as both sides

- A utility bill no older than 3 months

All four corners need to be visible as well as the details in terms of the issuer, you as a receiver, and the date. The utility bill cannot be older than 3 months. To comply with Responsible gaming, Anti-money laundering regulations, and to make sure your gambling is both safe and fun, we may also need the following:

1. A copy of your latest payslip

2. A bank statement that shows the following details:

Account number. - The banks' logo and/or name. - In-and outgoing transactions at your bank account from 3-6 month back from the present. The bank statement can be downloaded as a .PDF from your online bank. If you cannot find how to download it in .PDF, please contact your bank for further guidance. In addition to the payslip and bank statement we may also request any of the following*: Gaming winnings / Bank statement showing withdrawals / Dividends or profits from a private company Sale of property / Copy of sales contract Inheritance / Copy of will Sale of company / Copy of sales contract / Bank statement showing proceeds Sale of assets / Copy of sales contract Investments / Proof of investments Divorce or separation / Settlement or decision Retirement income / Bank statement with evidence / Any other documents which prove the source of income *Depending on the origin of the funds used for playing, if any other than salary. During the verification process, withdrawals will stay pending. Any pending withdrawals will then be processed when the verification is finalized.
I changed my password but cannot login!

If you have reset your password but still cannot login, your account might be locked due to too many failed login attempts. In this case please contact our Support via mail or in live chat between 2 PM and 10 PM IST and we will help you to unlock your account.

Can I verify my account without a phone? 

If you don't have a working phone, we can verify your account manually but for us to do this, we will need the following information from you: - Full name - Date of birth - Registered email address. In addition, we will need you to email us a copy of an ID card (front and back) or Passport (top and bottom page). Please send all of this to [email protected].

How do I open my account when it is closed? 

In order to get the best/most effective time off from playing, it's best to stay away from gambling during the whole closing period. However, if you wish to open your account before that period ends: your account can be reopened again with a 7-day cool-off period. When it comes to the timeout option, you also have the possibility to wait until the time period has elapsed, after which your account will be reopened automatically.

Can I open another account when self-excluded? 

At Pure Casino you are only permitted to create one account per person. Creating another one when you are self-excluded is strictly forbidden.

Deposits and Withdrawals
What deposit methods can I use? 

Pure Casino offers a variety of deposit methods that are fast and easy. You can see the available deposit methods on the deposit page. If you wish to remove any of your deposit method(s) you need to contact us via live chat. Remember to give us the details of the deposit method(s) you want to remove.

How long will it take for my deposit to be available on my Pure Casino account?

It depends on your chosen deposit method; it can range between being instant to up to 1 business day. The processing times are displayed next to the deposit method on the site.

What currencies can I play with?

You can play with Indian Rupees (INR), Euros (EUR), Canadian Dollars (CAD), and US Dollars (USD) on Pure Casino.

Are there any fees for deposits? 

There are no fees from our side when you make a deposit. However, you may be charged assigned fees for processing deposits from your provider's side and if such fees occur, they’ll be visible during the deposit process. Please note that due to currency rates, there can be some differences between the amount you deposit in your currency and the amount you receive in Pure Casino's official currencies (INR, EUR, USD, CAD).

What can I do if my deposit fails? 

If your deposit is unsuccessful, we recommend you double check your payment details, try again in an incognito window (in the internet browser Chrome), or perhaps try a different deposit method. A list of available payment options can be found in the wallet. If you need any additional help, you can contact our Customer Support either by live chat by email.

Why doesn't my bank deposit show on my Pure Casino account? 

If a deposit hasn't been successfully credited to your casino account, the funds are on their way back to your bank account. This can take up to one (1) business day. If the funds still haven't returned to your bank account after one business day day, please contact us via live chat or by email. If you receive a message that the transaction limit has been reached, the deposit will be processed as a normal transfer instead of an instant transfer. The funds should then reach your account within 1-3 business days.

Why is there a deposit to Sweetspot N.V. on my credit card bill/account when I didn’t make any deposits on that specific day? 

When you make a credit card deposit, the amount gets reserved for three (3) business days. If everything is in order, the amount will be debited from your account after the third day. This means that deposits always appear later on your credit card statement, than they actually appeared on your Pure Casino account. You can see your past deposits in the Receipt section in your Wallet.

What can I do if a failed deposit is deducted from my credit card? 

When a card deposit fails and is not credited to your gaming account, it usually means that your bank has reserved the funds and that they will be returned to your card/account. How fast the funds get returned depends on your bank, so if you have any questions about this, it's better that you contact your bank directly.

How long does a withdrawal take?

When you request a withdrawal, the Payment personnel will process it within 4-5 hours unless any extra verification is needed. After it's been processed, the speed of which it is received depends on your chosen payment method. It can be instant or up to 5 business days depending on your country, withdrawal method, and (if you are withdrawing to a bank) which bank you are using. Bank withdrawals are usually instant up to 3 days. Electronic wallets are usually instant.

How can I cancel my withdrawal? 

You can cancel your withdrawal from your Wallet/withdrawal page by clicking the "Cancel" button next to the pending withdrawals.

Are there any fees for withdrawals? 

We do not charge any withdrawal fees; however, due to currency rates there can be some differences between the amount you withdraw in your own currency and the amount you receive in Indian Rupees (INR).

What is the minimum withdrawal amount? 

Your real money balance must be at least 2000 INR or the equivalent to make a withdrawal.

Can I make a withdrawal to someone else's account? 

No, you can only use payment methods that you own, so that your winnings will be sent to the correct person, you!

Can I withdraw bonus funds? 

Before you try to withdraw any bonus funds, you have to complete the wagering requirements. When the wagering requirements are complete, the funds will convert into real money that you can withdraw. You cannot withdraw any bonus money; it needs to be wagered and turned into real money. You can check your current real money balances and wagering on the Withdrawal page.

What is 3D Secure?

3D Secure is an extra safety measurement that banks require when you make a purchase online. If you are using a VISA card, it is called Verified by VISA, and if you are using a MasterCard, it is called MasterCard SecureCode. Usually, the safety measurements require you to enter a password or a code to identify you as the card holder. If you don't know your 3D code, please contact your bank or credit card company and they will help you.

Bonuses & Wagering Requirements
Do you have a Welcome Offer and what is it? 

Yes, we do have a Welcome Offer on Pure Casino. The Welcome Offer grants all first time depositing players a match bonus of 100%, when they deposit up to 10,000 INR / €130 / $140. If you for example deposit 5,000 rupees, we will add 5,000 rupees in Bonus money to your casino account.

Do you have any other bonuses?

Pure Casino has a weekly reload bonus that gives back 50% up to 15,000 INR. In addition, free spins and bonuses can be earned through regular campaigns and tournaments. Please note that our customer support never give out any bonuses.

What is your wagering requirement? 

Our wagering requirement is 35x the bonus.

What are wagering requirements? 

Wagering requirements represent the monetary value of bets that you need to place to turn bonus money into real money, that you can withdraw. The wagering requirement on Pure Casino is 35 times the bonus amount. For example: If you receive 5,000 rupees in bonus money, you will have to wager it 35 times to the amount of 175,000 rupees (5,000 x 35 = 175,000) before it converts to real, withdrawable money.

How does the wagering requirement work? 

Regardless if you win or lose, any placed bets with real money will lower the wagering requirement. The maximum stake per bonus bet is 500 INR/€6/$6. When playing for bonus money, the wagering requirement will not be affected. Only real money stakes will reduce the wagering requirement.

Do all games contribute to the wagering requirement? 

Different games affect the wagering requirements differently and can be seen in the list below:

Slot machines 100% (except Blood Suckers, The Wish Master and Dead or Alive - 0%)

Blackjack (incl. Pontoon and Double Exposure) 10% Roulette (all kinds) 5%

Baccarat (all kinds) 0%

Video Poker 30%

Punto Banco 0%

Oasis Poker 10%

TXS Hold’em poker 10%

Casino Hold’em 10%

Live Casino 10%

All other games 100%.

Where can I see my remaining wagering requirement? 

On the withdrawal page, you see a message displaying your real money balance, bonus balance, and remaining wagering balance.

Why is my wagering requirement not decreasing? 

You only reduce wagering when stakes are placed with your real money, so any bonus money bets will not decrease wagering. Also keep in mind that different games do contribute differently to wagering, and there are games that don’t reduce wagering at all.
If you only have bonus money left, and also wagering requirements left, you will need to make a deposit in order to continue to reduce wagering on your account.

Technical Issues
The games are running slow, what should I do?

We recommend that you upgrade your browser and clear your history, cookies, and cache. If that doesn't work, try a different browser. You can also contact our Customer Support via chat or email.

When I open a game, it doesn't load, what should I do?

If you click the game and the screen freezes, try clearing your browser's history, cookies, and cache. Info on how to do this can be found in the next section. If clearing your browser doesn't help, try to update Flash player. Other troubleshooting methods that you can try are:

-Changing your web browser, give Internet Explorer, Mozilla Firefox, or Google Chrome a try.

-Try playing from another device, change to your phone or computer.

-Restart the device. If you get an error message, please contact Customer Support.

How do I clear history, cache, and cookies on my browser?

Log out from the site and then follow the instructions for your browser:

Google Chrome
Safari (iOS)
Safari (Mac)
Internet Explorer
Microsoft Edge
Mozilla Firefox

Then close the browser, start it up again, log in, and try again.

What are cookies and cache?

Cookies are small files that save your preferences on a site. The cache memory consists of files that make the page load quicker. These can take up a lot of space and end up slowing down the site.

What browser do you recommend using?

We highly recommend that you use Google Chrome, and make sure you update your browser regularly!

I lost my connection in the middle of a game round, what happens now?

If it's a connection error, the round continues and pays out any winnings as per normal. If the game round is stuck, you will get an error message and you will in that case need to contact Customer Support.

Mobile
Can I play using a mobile?

Yes, you can! Our games work best with iPhones, iPads or Androids. To play via mobile, simply open your browser and go to www.purecasino.com or download our application in Google Play Store.

How do I download your app?

Either you search for the Pure Casino app in the Google Play Store, or go to our first page www.purecasino.com, click on the google logo in the footer of the page, and follow the instructions with the QR-code. You don't need a special app to scan the QR-code, you only need to open the camera on your mobile phone, aim it at the QR-code, and a link will appear through which you'll be able to download the Pure Casino app.

Why can’t I see the Pure Android app on my phone’s home screen? 

Some Android devices won’t install apps to your home screen automatically. But with most Android devices, you can quickly and simply add it manually:

    - Open the All Apps menu on your device
    - Scroll down to the Pure Casino logo
    - Press and hold the logo
    - Drag and drop it to your home page

Please note the exact process can vary from device to device.

What happens if I get a call while playing?

If you get a call while playing on your mobile, the game will start again from where it ended, when you go back to the it after the call.

My free spins aren't working on mobile, what should I do?

Some games have different functionalities on mobile versus computer. Please contact Customer Support and we'll make sure you get free spins to a game the functions on mobile.

Licensing and Security
Does Pure Casino have a license for online gaming?

Pure Casino has license No. 8048 / JAZ issued to Antillephone, which is authorized and controlled by the Curacao government (Dutch territory). Reference: License No. 8048 / JAZ

How can I be sure that all games are fair?

Our game providers use random number generators to determine all game results and guarantee that no games are being manipulated by Pure Casino or the game provider. We are always monitored by an independent third party, which even more ensures that every spin is completely up to chance.

Is my personal information safe with Pure Casino?

Pure Casino handles your personal information very securely. Only the necessary person in charge for KYC and security checks can access it.

Are my funds safe with Pure Casino?

Funds deposited to your casino account on Pure Casino are certainly safe. All deposits and withdrawals are processed according to legal standards.

I am afraid my account might be compromised, what can I do?

Contact our Customer Support either through our live chat or by email, close your account, and change the password to your personal email account as well, in order to prevent further unlawful use. If you suspect fraud, report it to your local police and we will cooperate directly with them in their investigation.

Responsible Gaming
I think I gamble too much, what should I do?

We recommend that you either contact Customer Support, or suspend your account for a minimum of 6 months. If you need further assistance on this matter, please visit:

GamCare

Gambler's Anonymous

Gambling Therapy

Betfilter (site for blocking gambling sites)