PureWin Casino - Player’s withdrawal has been delayed.

I withdraw my amount

31/10/2020-4000,

01/11/2020-2000,2000,

02/11/2020-4000

But I didn't received my money yet everyday I talk to customer service they told me we working on it but when I talk about transaction status they didn't tell me exactly what's going on.it has been 19 days but I didn't received my money

Dear Farhan,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please confirm that you passed the KYC verification? Have you ever made a successful withdrawal?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Yes I pass KYC verification..

Thanks for your response

I'll looping You on mail...

Regard,

Farhan k***

Farhan, thank you for your reply and email. Could you please indicate if this was your first attempt for a withdrawal? 

Yes

Yes

Farhan, I checked your email and I see that the casino is asking for documents from you to verify your account. You mentioned previously, that you passed the verification. Have you sent all the neccessary documents mentioned in the email? Have you received any confirmation from the casino regarding successful KYC verification? 

Dear Farhan,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player stopped responding to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.