PureWin Casino - Player’s winnings haven’t been received yet.

I made the deposit of rs 1000 through astropay method on 15 septembet 2022 at purewin casino and i won few then I tried to withdraw rs 2000. When i clicked on withdrawal there are two option available astropay as i made the last deposit through astropay so the system already saved the details . i clicked on it there was only I option to type the amount I want to withdraw so I enter the amount rs 2000 for withdraw through astropay . I thought i would be instant but it was taking time so I contacted chat support after 2 days as they told me wait 3 workings days maximum . I waited 4 workings days i contacted again purewin chat firstly they didn't know the issue why my withdrawal is not credited in my astropay wallet . So they forwarded the issue to payment depart for check . their payment department is saying they have process the fund . And told me to contact the astropay .When I asked purewin casino to tell me withdrawal details like on which astropay mobile number did you sent the money .. They are not giving any details whatsoever as they just doing it intentionally delaying my withdrawal. I asked them withdrawal details as in their website withdrawal details is not given properly like on which astropay account they have sent the money .

Dear rakeshsingha1991,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

It kyc verified account.. They are claiming that they have process the withdraw on astropay .I have sent the screenshot of astropay account wallet history to them for proof but they now saying I made withdrawal to some other astropay which is not true because i made the deposit with my own astropay account which there purewin system automatically save for withdrawal. I am just asking them that kindly share the details on which astropay number they have sent the money but they are not replying honestly instead they tried to avoid the question

They are saying they have process the withdrawal but not giving on which astropay account they have like mobile number or email id . Whenever i asked them for such details they just asked me to contact astropay . They are not giving proper details like on which astropay mobile number they have sent the money .

I have also contacted astropay and they confirmed that they haven't received any cashout money from purewin casino . As purewin casino is not giving details .

Dear rakeshsingha1991,

Have you received your withdrawal from the casino yet?

No I haven't received my withdrawal till now it as they were just saying it was escalated to relevant team . it seems like they just looping me around and wasting time .. They are not just ready to give withdrawal details of astropay like on which phone number they have processed the withdrawal if they really did .

Thank you for your reply, rakeshsingha1991. Have you made any successful withdrawals before? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

No I haven't made any withdrawal . This is my first withdrawal where i faced the issue . i have made three deposits at the casino since i registered with the purewin .

They kept on asking me to send astropay receipt which I have sent the screenshot . They ( purewin casino ) simply didnt answer my query like on which number or email they have send the money . they are not providing me any details of withdrawal. I haven't send every details they have asked . but they are just not processing my withdrawal.

Thank you very much rakeshsingha1991 for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear rakeshsingha1991,

I am so disappointed to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a PureWin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear PureWin Casino,

Could you please state why the player's withdrawal has not yet been paid out and when can he expect payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello, the withdrawal was paid from our end on the 17th of September. It was sent to the details entered when requesting the withdrawal.

I attach our latest email to the customer, for reference.

Sincerely, PureWin Team

When i made all my deposit from my Astropay and it's verified . Then it's your duty to processed my withdrawal in same deposit method as it's basic rules in every casino . Same deposit method should be used in withdrawal so how did you allowed it to process on Another astropay which i was not mine. That's company takes 24 hours to review the withdrawal whether it's on the same method or not. It's really dissapointing as i made my all deposit from my Astropay .

Dear rakeshsingha1991,

Do you have access to your PureWin account? Could you please check the details for your AstroPay payment method and paste it here or send it to my email stefan.m@casino.guru? Is it the same as the casino has sent you in the attached email screenshot?

I am looking forward to your answer.

Dear PureWin Casino,

Could you please state if the player can change the Astropay withdrawal details? How is it possible that it was sent to a different Astropay account than the original Astropay account, which was used for deposit? Were the withdrawal Astropay details verified before the withdrawal request?

Thank you for your response in advance.

Kind regards,

Stefan

Purewin casino has processed the withdrawal to different Astropay which was they were saying and which is not mine or neither any deposit happened from that astropay so how did they process the withdrawal to different Astropay did't they check or verified from where the past deposit has made like ( same payment method is used or not ) .

Hello,

I will address your questions and hopefully, the case will be clarified.

The player can change Astropay withdrawal details for future payouts, however, since the transaction has been processed it cannot be changed for this specific withdrawal. Imagine if you send a bank transfer, if the transfer was completed there is no way to change the recipient's bank account. The recipient will then be the bank account that you originally selected.

In this case, the system could verify the same method was used for the withdrawal (AstroPay), and the withdrawal was processed to the account the user selected upon requesting the withdrawal. Kindly note that as per the terms and conditions on our site, the user shall only use financial instruments that are valid and lawfully belong to them.

I understand the customer is confirming they have used a method that does not belong to them, in which case, the account will be put under review as per standard procedure, as this is a breach of the terms. We can only assume it was the user's intention to withdraw to this specific account.

I would like to again mention that since the transaction was completed, we cannot reclaim the funds. Once the withdrawal is paid out, the funds are held in the customer's account.

We trust that with your experience you will understand this process.

Dear PureWin Casino,

Thank you for the provided information.

Could you please state how long can take this review of the player's account?

I am looking forward to your response.

Kind Regards,

Stefan

In withdrawal page there was no where to enter details as i was only allowed to enter the amount which i did as i thought my Astropay account might be saved automatically by your system because i made three deposits earlier from my Astropay but on contrary , you had processed to someone else astropay account , how is that possible from your end when i haven't made any deposit from that Astropay which you have processed the withdrawal . Its totally your casino mistake that you processed to some else astropay .

You can check my Astropay deposit history that i made all deposit from my own astropay account which is verified . So it doesnt make any sense .

Such big casino how can you send to someone else astropay without knowing wether the deposit is made or not from that account.

It's my first withdrawal. And i didn't receive my withdrawal at my Astropay which i made all three deposits.

Hello,

I'm afraid there are no further details that can be shared from our side in this thread as I believe we have provided all the information we can share. Internal practices and procedures are confidential but I assure you we review everything in accordance with the licensing requirements.

I'd like to end this by thanking you for your active participation in trying to aid the customer, and should anything be unclear still he is of course welcome to contact us directly.

Kind regards,

PureWin Casino

Dear rakeshsingha1991,

Could you please provide me with the bank statement from the last three months from Astropay (or since your last deposit, if it was before three months)? You can send it to my email address stefan.m@casino.guru. Please, let me know here in complaint once you provide me with the statement. Thank you very much in advance.

I am looking forward to your response.

Kind Regards,

Stefan

I have already provided you the screenshot statement and also the receipt of astropay sent regarding deposit at purewin casino .

I am attaching the screenshot of my Astropay activity where you could see my last deposit of rs 1000 on 15th September at purewin casino after that there was no transaction from purewin till today ...

Dear rakeshsingha1991,

I can see there are more transactions above. Could you please provide me with the complete statement generated by astropay? This is just a partial screenshot from your phone.

Thank you very much in advance.

Kind Regards,

Stefan

After that day till today there was no transaction with purewin casino.

I will attach the screenshot .After there is no activity in my Astropay .I havent received my withdrawal as i enquire with astropay wether they have received it or not , which they clearly said they didnt receive any money from purewin website to my astropay .

Dear rakeshsingha1991,

I am sorry, but I cannot accept these screenshots as proof. Please download the official statement from the Astropay account.

I am looking forward to your response.

Kind Regards,

Stefan

There is no way to download astropay statement as i contacted astropay they have told me they can send only received or payment of particular merchant where i have done transaction which i told them to send me for purewin casino which they have sent me the statement and i have shared with you .

There is no meaning of my Astropay statement when purewin clearly said they have processed it to some other astropay holder . They wrongly send it to somebody else .

Kindly ask purewin casino.

Dear rakeshsingha1991,

The Casino claims it is possible to change the Astropay email address for withdrawal. Did you change the account for withdrawal?

I am looking forward to your response.

Kind regards,

Stefan

Dear PureWin Casino,

Could you please prove that the player has changed his withdrawal email address?

I am looking forward to your response.

Kind regards,

Stefan

Astropay withdrawal address can change if customer is using same device with other users to log in and execute transactions to his account. In this case the details of a different user can be saved on browser memory and displayed in the withdrawal page. Its customers own responsibility to ensure that payment details are correct before confirming a transaction. When this was not the case, customer should have notified our Customer Support team immediately so that we could have rectified the issue. Unfortunately its not possible for us to retrieve these funds from payment provider after payment has been confirmed.

Dear PureWin Casino,

I would like to kindly ask you for a statement with the player's details. We need to see that it was sent to a different Astropay account.

I am looking forward to your response.

Kind regards,

Stefan

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’ which may negatively affect its rating.

Dear rakeshsingha1991,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact the Curacao Gaming Authority (certria@gaminglicences.com and/or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan