Stuck Game

Stuck Game

If you are in the middle of a bet, and the game fails to complete itself, after logging out and logging back in, then it's possible you may have a stuck game. You might also see an error message when you reopen the game. When this occurs, please reach out to Customer Support right away so that we can get your game fixed as quickly as possible.

When reaching out to Customer Support, please make sure to have the following information available:
  1. Name of the game
  2. Time and date your game stopped working
  3. If this was your last bet
  4. If it's not your last bet, how many bets back
  5. The amount of your bet
  6. A screenshot of your last round or of the current error message

You can also email this information to Customer Support at support@purecasino.ca 


Once we have all of your information, we will be able to escalate your stuck game. Please allow up to 72 hours to receive an emailed update.

Players participating in any form of online gambling or betting will do so at their own discretion and risk. Furthermore, we will not be responsible for any delays, losses, or errors that occur due to the failure or interruption caused by internet connection, computer hardware/software, or other communication media. We will provide the responsibility to assist and overcome any event or occurrence that is within our capability but do not guarantee the ability. We reserve the right to cancel any transactions arising as a result of such event.

    • Related Articles

    • Know your limits....... and set them too

      We want all our patrons to enjoy their game play. We also know that at times some people tend to get carried away and/or play in a way that may affect them adversely. In order to help our patrons enjoy the games responsibly, we offer the following ...

    • Where is my money?

      All funds requested for withdrawal are restricted, separately, and are not available for game play. If you wish to cancel the withdrawal, you can do so any time from the Reverse Withdrawal section of your account. Once processed, this feature will ...

    • Control Your Play--Setting Self Imposed Limits

      Pure Casino lets you manage your level of play on the site by giving you multiple limits you can set for your account. Deposit limits - Set the total amount you can deposit in a day, week or month. Loss limits - Set the maximum amount of losses you ...

    • Take a vacation .....Self Exclusion & Cool-off

      In order to promote responsible gaming, we offer our players the ability to restrict their game play on our site. We have different limits (deposit, loss and time) that can be set by you from the account profile to suite your requirements. You can ...

    • Response Times

      All interactions received will be responded to within the timelines mentioned for each support channel as indicated in the ‘Channels of Support’ section. Most interactions will be resolved during the chat, or in the first email response by the ...