PureWin Casino - Player’s account was blocked.

I have depsoited 10000INR and won 21000INR then made a withdrawl. Tomorrow morning i woke up and checked my account is blocked and unable to login . there is no communication also. customer support saying they will not return single rupee.

This is the first time i deposited and withdrawl but for first withdrawl only they are blocking.

Dear bettorindia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received confirmation regarding successful account verification? Could you please advise if you have redeemed any promotional offer from this casino when depositing funds into your account?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

@Petronela As Per Discussion, I have sent Mail conversation to you. Please help to check and let me know if anything needed.

These Purewin Guys are not good. Please let people not to join into purewin. I have one affiliative website so there also I will let you alert about this pure win.

I am clearly mentioned about My issue here. I joined there and after some winnings I withdrawl Money before full wagering complete so that is My mistake. I am asking them I don't want My Winnings, Send My deposit Funds only But even they refuse to send My deposit funds back. Please help me here.

@all People Please don't join here for sing up offer.. We have lot of good websites Please join there like bet365, betway, 10cric etc.. Please don't join on purewin at any cost. it will f**k your money.

Thank you very much, bettorindia, for your reply and forwarded email. I understood that you have been accused of breaching the following rules:

https://www.purewin.com/en-IN/terms-and-conditions/general:

"6.8. Bonuses/Free Spins/Free Bets at Pure Win can only be received once per household, IP address and/or credit card number. Risk-free bets on any games do not qualify for Pure Win’s wagering requirements. We reserve the right to close your account and confiscate any existing funds if evidence of bonus abuse/fraud is found."

"6.11. Upon depositing to receive bonus funds, Free Spins, or Free Bets, you must wager your deposit at least once. Failure to do this could result in no further bonuses being awarded or even account closure at the discretion of Casino Management."

"6.13. Pure Win reserves the right to close your account and not to issue refunds of any deposits, remittance of balances or winnings generated on the account, should we suspect bonus abuse has occurred. Abuse includes but is not limited to, cash stashing, bonus stashing, or else by depositing only to receive free spins and withdrawing your real money before wagering the amount deposited at least once."

"6.19.5. Unless stated otherwise winnings from Sports Free Bets must be wagered 1 time."

Since you have admitted breaching one of the rules, could you please advise which one was it?

@Petronela, I breached the Rule 6.11.

You haven't wagered your deposited funds at least once before requesting a withdrawal, is that correct? Afterwards, all your winnings have been cancelled?

Yes, I am asking them cancel all My winnings and send My deposit funds only but they are refusing to send Deposit funds also.

Thank you very much, bettorindia, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello bettorindia!

From now on, I will take care of your complaint. I would like to invite PureWin Casino's representatives into the discussion in order to help us resolve the issue.

We would like to ask PureWin Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

@Martin They will not respond, they want money only. They are Pure Bastards and they will not give anything.

Please help to check with them directly.

@All Guys Please don't join into Purewin, they are not good and they want money only . they will not give single rupee if you win also. Please Don't join into Purewin

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.

Guys, They will Not respond because they are liars. So Please don't take complaints here regarding purewin casino. I have checked previous complaints also they were not responded.

My suggestion to Indians Please don't join into Purewin Betting sites. they are really fuckers.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion. We received the following email from the casino:

"We understand this thread was active a year ago, but for transparency to our players, we would still like to resolve the case.

It is indeed correct that your account was closed due to findings of multiple breached terms during the time your account was active, not limited to the term of wagering (6.11).

We kindly also refer to, 6.8, 6.13, and 6.19.5, as was referenced earlier in the thread.

If evidence of bonus abuse/fraud is found, we reserve to close the account and confiscate any funds. Kindly note that this is fully in line with the terms & conditions accepted upon registration.

We hope you understand that the terms are there to ensure a safe and fair gambling environment, and due to this, our decision stands. Due to the nature of the case, we cannot disclose private information to the forum.

Sincerely, 

PureWin Team"

Dear PureWin casino team,

Could you please provide relevant evidence to support your claims to my email address (peter.m@casino.guru)?

Hello Peter,

Kindly check your email inbox.

Hi @Peter, they are Very Smart People, Once customer win and refused payout they will said same thing like Player not followed rules and having Multiple Accounts. that is expected from this Worst casino(Pure Win). It almost one year back I have raised this Complaint now they came back to us and saying player breach the terms and conditions. I never have multiple pure win accounts.

Pure win are the Very Very worst Guys in the Industry. even they didn't return My deposit funds.

@all Indians, I am begging Please don't Join into Pure win casino. If you Join Means you already lost money to them. Please Consider My Request and Don't Join. Instead of Pure win you can Join Bet365 that is very very far away from Pure win.

@Pure win I know you tricks you will say to everyone who win Money from your site. you are a Money Suckers.

Hi all,

Thank you for your replies.

Dear PureWin Casino team,

The player is aware of breaking the bonus rules. The question is, will he get his deposit back?

@peter, Yes I am aware of breaking the rule.

I just break the rule without wagering I made a withdrawal that is the Issue. I don't understand why they close my account for this breaking. they can cancel the withdrawal and drop an email saying I have to complete the wagering but instead closed my account and not even returned My deposit back.

Hello both,

Yes, we will in this case refund the deposit.

We'll be in contact directly with the user for any payment information.

Thank you PureWin Casino team.

Dear bettorindia,

Please let me know when you receive your funds.

@Peter, Once I received the Funds I will let you know. But I hope it is Very very Hard to get funds from Pure win.

Hi @peter, I spoke with live agent and they said their Management not ready to pay any amount.

As I said Earlier they are Money Suckers. They Just want money they will not pay to anyone. One final time check with them if there is no reply then close this Request. I am in betting industry since 10 years I know how these PURE WIN people Behaves.

@All Indians, Please Don't Join into PURE WIN If you Don't want to loose your money and winnings. when you win more than deposit that means you will never get money from them.

Dear BettorIndia,

I cannot find any conversations with our live support where they told you "the Management is not ready to pay any amount". On the contrary, I can see we have told you we'll get back to you with an update when it's done. Please do share with me where you got this information and I will check internally.

From what I can see, we had a conversation with you on Tuesday (email + live chat), where we received your bank details to be able to pay out the funds, and in the chat to confirm we had initiated the process and would get back to you.

Today we sent you the following:

Hello,

Thank you for your patience.

As per the update, the deposit fund has been refunded back to the same bank (Kotak Mahindra bank) which was used for the deposit. The funds can usually take up to 8-10 business days to reflect on your bank account.

Should you have any questions or need help with anything, please don't hesitate to contact us again either as a reply to this email or in chat which is open every day between 11 AM to 11 PM IST.

Best regards,

Sahil

Purewin Support

Perhaps you were confused about the waiting time? A manual payout is not instant like a withdrawal. It's created manually and therefore has more processing time.

However, rest assured that the refund has been initiated and the funds should arrive to you within 8-10 bank days.

Kind regards,

PureWin Team

Thank you PureWin Casino team for the update.

Dear bettorindia,

Please let me know when your funds arrive.

Hi Peter,

Once received I will let you know. Hopefully I will not receive from them.

Thanks

Hi @peter, I have received the Money you can close the Ticket.

But Justice Done after 1.2 Years, @All Indian People Please think about this casino. they have sent My deposit money back after 1.2 Years. it is not everyone want. #banpurewin from INDIA.

Thank you bettorindia for the update.

I'm glad to hear that you received back your deposit. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter