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I have forgotten my password; how can I get a new one?

You can request a new password by clicking the "Forgot password?" link under the Password box. Type your email address, click "send instructions" and a "new password" link will be sent to your email. Remember to check your junk mail. If you don't receive the email, or cannot login after resetting your password, kindly contact Customer Support.

How can I handle the SMS's and/or emails you send me? 

To make sure you receive our promotions, please make sure that your account information is up to date. You'll also be able to see available promotions and campaigns on site.

You can unsubscribe from our promotions directly via your account. There you'll find the option "Edit details" and by unticking "Allow SMS" and / or "Allow Promotional Emails" you will no longer receive our promotions sent by SMS and / or email.

You can also click "Unsubscribe" directly through our email by scrolling to the bottom, and we'll know not to send you anymore emails.

Can I change my account’s email address? 

You cannot change the email address yourself. If you need to do this, you must email your request to [email protected] from your new email address. Please mention your user ID / "old" email address and attach a copy of the front and back of your ID, and we will update the email address for you.

Can I have more than one account with Pure Win? 

No, this is against our Terms and Conditions. If you for some reason cannot log in to your account, or you are unsure if you have an account with us, please contact Customer Support either by live chat or email [email protected].

I didn't receive the verification SMS to activate my account, how do I proceed?

You should receive a digit verification code via SMS to verify your account. If this doesn’t happen, please click the "resend code" link on the registration page to get a new code. If you already closed the browser, or if the resend link doesn’t work, please contact Support via email or live chat. That way they can issue a new code for you. Be prepared to give the following information to the Support agent:

- Your full name

- Registered email address

- Date of birth

- Phone number you registered the account with.

When and how do I verify my account? 

When documents are required, you will be notified by email or in pop-up on site, depending on the type of verification. Documents should be sent by email to [email protected].

What documents does Pure Win need? 

Most commonly, we ask for the following:

- ID card/Passport/Birth certificate where all four corners need to be visible as well as both sides

- A utility bill no older than 3 months

All four corners need to be visible as well as the details in terms of the issuer, you as a receiver, and the date. The utility bill cannot be older than 3 months. To comply with Responsible gaming, Anti-money laundering regulations, and to make sure your gambling is both safe and fun, we may also need the following:

  1. A copy of your latest payslip
  2. A bank statement that shows the following details:

- Account number

- The banks' logo and/or name.

- In-and outgoing transactions at your bank account from 3-6 month back from the present.

The bank statement can be downloaded as a .PDF from your online bank. If you cannot find how to download it in .PDF, please contact your bank for further guidance.

In addition to the payslip and bank statement we may also request any of the following*:

Gaming winnings / Bank statement showing withdrawals / Dividends or profits from a private company / Sale of property / Copy of sales contract Inheritance / Copy of will / Sale of company / Copy of sales contract / Bank statement showing proceeds / Sale of assets / Copy of sales contract / Investments / Proof of investments / Divorce or separation / Settlement or decision / Retirement income / Bank statement with evidence / Any other documents which prove the source of income

*Depending on the origin of the funds used for playing, if any other than salary.

During the verification process, withdrawals will stay pending. Any pending withdrawals will then be processed when the verification is finalized.

I changed my password but cannot login!

If you have reset your password but still cannot login, your account might be locked due to too many failed login attempts. In this case please contact our Support via mail or in live chat between 2 PM and 10 PM IST and we will help to unlock your account.

Can I verify my account without a phone? 

If you don't have a working phone, we can verify your account manually but for us to do this, we will need the following information from you:

- Full name

- Date of birth

- Registered email address.

In addition, we will need you to email us a copy of an ID card (front and back) or Passport (top and bottom page). Please send all of this to [email protected].

How do I open my account when it is closed? 

In order to get the best/most effective time off from playing, it's best to stay away from gambling during the whole closing period. However, if you wish to open your account before that period ends, your account can be reopened again with a 7-day cool-off period. When it comes to the timeout option, you also have the possibility to wait until the time period has elapsed, after which your account will be reopened automatically.

Can I open another account when self-excluded? 

At Pure Win you are only permitted to create one account per person. Creating another one when you are self-excluded is strictly forbidden.

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