Contact Us
Pure Casino provides multiple contact channels to address your questions, concerns, or technical issues. Whether you need help with account verification, payment processing, bonus terms, or technical support, our team is available 24/7 to assist you.
Live Chat Support (Recommended)
Availability: 24 hours a day, 7 days a week
Live chat is the fastest way to get help. Our support agents typically respond within 2 minutes and can assist with:
- Account login issues and password resets
- Deposit and withdrawal questions
- Bonus eligibility and wagering requirements
- Game technical issues or loading problems
- KYC verification status and document submission
- Account settings and responsible gambling tools
To access live chat, click the chat icon in the bottom-right corner of any page while logged into your account. If you're not logged in, you can still use live chat for pre-registration questions.
Email Support
Email Address: [email protected]
Response Time: 6-12 hours typically (may take longer on weekends)
Email is best for non-urgent inquiries that require detailed explanations or documentation review. When contacting via email, include:
- Your registered email address or username
- Detailed description of your issue or question
- Screenshots or attachments if relevant (for technical issues or document verification)
- Transaction IDs or reference numbers if applicable
Our email support team handles complex inquiries including account disputes, detailed bonus questions, and situations requiring investigation beyond immediate live chat resolution.
Specialized Contact Addresses
Privacy and Data Protection
Email: [email protected]
For questions about how we handle your personal information, data access requests, correction requests, or concerns about privacy practices, contact our privacy team directly.
Responsible Gambling Support
Email: [email protected]
For assistance with setting account limits, self-exclusion requests, or information about responsible gambling resources, our dedicated responsible gaming team can help. Available 24/7 via live chat as well.
Complaints and Disputes
Email: [email protected]
If you have a complaint about our services that wasn't resolved through standard support channels, submit a formal complaint to our disputes team. We aim to respond within 48 hours and resolve issues within 7 business days.
FAQ and Self-Service Resources
Before contacting support, check our comprehensive FAQ section which covers:
- Account registration and verification procedures
- Deposit and withdrawal methods and timeframes
- Bonus terms and wagering requirements
- Technical requirements and troubleshooting
- Game rules and RTP information
- Responsible gambling tools and limits
Many common questions can be answered instantly through our FAQ without needing to wait for support response.
Expected Response Times
We strive to provide timely responses across all contact channels:
- Live Chat: Under 2 minutes for initial response, real-time conversation thereafter
- General Email: 6-12 hours on weekdays, up to 24 hours on weekends
- Privacy Requests: Within 30 days as required by privacy regulations
- Complaints: Initial acknowledgment within 48 hours, resolution within 7 business days
During high-traffic periods (weekends, promotional events), response times may be slightly longer. We appreciate your patience and prioritize urgent issues like account security or payment problems.
Postal Address
Pure Casino
Windward Circle B.V.
Curacao
Please note that postal mail is the slowest communication method and should only be used for formal legal correspondence. For all other inquiries, live chat or email provides much faster response.
Note for Canadian Players
Our support team is familiar with Canadian banking methods (Interac e-Transfer), provincial gambling regulations, and common questions from Canadian players. When contacting support about payment issues, mention if you're using Interac as it's processed differently than other methods.
All support is provided in English. While some agents may speak French, we cannot guarantee French-language support availability at all times.
Feedback and Suggestions
We welcome feedback about your Pure Casino experience. Whether you have suggestions for new games, ideas for improving the platform, or general comments about our services, we want to hear from you.
Send feedback to: [email protected]
While we read all feedback, we may not respond to every submission individually. Your input helps us improve the platform for all players.
Urgent Account Security Issues
If you suspect unauthorized access to your account or fraudulent activity:
- Contact live chat support immediately (available 24/7)
- Request temporary account suspension while the issue is investigated
- Change your password immediately if you still have account access
- Enable two-factor authentication for enhanced security
Our security team treats account compromise situations with highest priority and responds immediately to protect your funds.
Tips for Effective Communication
To help us resolve your issue quickly:
- Provide your registered email or username (never send your password)
- Be specific about the problem - "deposit didn't arrive" is better than "payment issue"
- Include relevant details like transaction IDs, timestamps, error messages, or screenshot
- If the issue is technical, mention your device type, browser, and operating system
- Stay patient and polite - our agents want to help and respond better to courteous communication
Social Media
While we maintain social media presence for announcements and community engagement, do not send account-specific inquiries or personal information through social media channels for security reasons.
For account issues, always use live chat or email where communication is secure and encrypted.