PureWin Casino - Player’s struggling to complete account verification.

We sent all the documents to relevant team before 5 days but still our account not verify

Dear Komalben,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

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

At the time of registration we have entered wrong birthdate by mistake same time I chat with support agent and tell this mistake and tell him to update our current birthdate that tike he telling me there is not issues regarding this birthdate mistake I clear with them this all in future if casino ask for document that time any issues occurs due to this he telling no any issues due this than we started playing now we have sent our all the documents and before 6 days and same mail I got your birthdate not matching with document please clarify same mail I sent clarify with all chat proofs but after yesterday after raise complain on casino Guru I got mail from document@purewin.com we not received any documents from you so your account closed after I not able to login my account please what now we have to do ?

Thank you very much, Komalben, for your reply. Could you please forward any relevant communication to petronela.k@casino.guru?

We have sent proofs to your mail id

Thank you very much, Komalben, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter 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.

Ok not issues but please solve my issue as soon as possible

Hi Komalben,

I looked at your case and email and understand the situation. I will contact the casino and see if I can help. I would like to invite PureWin Casino to the conversation to participate in the resolution of this complaint.

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Komalben,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

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 would like to ask the 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’.

Hello! I'm delighted to confirm that the customer's account was verified shortly after this thread had been created, and the customer also had 5 accepted withdrawals during July.

Should any doubts remain for the customer, please feel free to contact us.

Best regards, PureWin Casino

Thank you PureWin Casino team for the update.

Dear Komalben,

Can you confirm this?

Dear Komalben,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Even though we assume that the issue has been resolved, without confirmation from the player, we are forced to reject this complaint.