Contact Purewin for customer support, business inquiries, partnership opportunities, and media requests. 24/7 support via in-app chat, email, and phone.
In-app chat (fastest): open the Purewin app, go to Profile > Help > Chat with us. Average response time: 5 minutes during match hours (10 AM - 11 PM IST), 30 minutes off-hours. Support agents are available 24/7. Most issues (deposits, withdrawals, KYC, contest rules) are resolved within 15 minutes.
Email: [email protected]. For non-urgent issues, email is preferred (allows detailed description + screenshots). Average response: 4 hours during business hours, 12 hours off-hours. Include your registered mobile number for account lookup.
Phone (urgent only): +91-80-4567-8900 (India). Available 24/7 for urgent issues like: cannot login, withdrawal not received, account locked, payment failed. Note: phone support is for urgent issues only - for general questions, use in-app chat or email (faster for most cases).
Business development: [email protected]. For: sponsorship, B2B partnerships, advertising on Purewin app, integration with cricket data providers, white-label solutions. Response time: 48 hours on business days.
Partnerships: [email protected]. For: cricket league partnerships (IPL, BBL, PSL), player management companies, sports media collaborations. We partner with select cricket organizations for official fantasy integrations.
Press contact: [email protected]. For: media inquiries, interview requests, press releases, fact-checking, company information. Response time: 24 hours on business days. For urgent media requests, indicate 'URGENT' in subject line.
Brand assets: logos, screenshots, executive headshots, fact sheets available at purewin.com/press. Please credit 'Purewin' when using our brand assets in editorial coverage.
Legal: [email protected]. For: legal notices, subpoenas, compliance questions, terms of service inquiries. Response time: 5 business days. Formal legal notices should be sent via registered post to our Bangalore office.
Security: [email protected]. For: vulnerability disclosure, security research, responsible disclosure of bugs or security issues. We run a bug bounty program - security researchers who responsibly disclose valid vulnerabilities may receive recognition and rewards. Please do not test vulnerabilities on production systems without authorization.
Privacy: [email protected]. For: data subject access requests, data deletion requests, privacy policy inquiries. We comply with India's Digital Personal Data Protection Act and respond to all requests within 30 days as required by law.
Purewin maintains strict service level agreements (SLAs) for customer support response times. We publish these SLAs so you know exactly what to expect when you need help.
In-app chat SLAs: 5-minute average response during match hours (10 AM - 11 PM IST, 7 days a week). 30-minute average response during off-hours (11 PM - 10 AM IST). 95th percentile response time: 15 minutes during match hours, 60 minutes off-hours. These SLAs are tracked and published monthly. If we miss the SLA, affected users receive a Rs 50 bonus credit to their wallet as an apology.
Email SLAs: 4-hour average response during business hours (9 AM - 9 PM IST, Monday-Saturday). 12-hour average response off-hours and Sundays. 95th percentile: 8 hours business hours, 24 hours off-hours. Email responses are typically longer and more detailed than chat, so we have more time to investigate complex issues like KYC verification or payment disputes.
Phone SLAs: immediate answer during business hours (9 AM - 9 PM IST, 7 days a week). Wait time: under 1 minute for 90% of calls. Phone support is for urgent issues only: cannot login, account locked, withdrawal not received after 1 hour, payment failed but money deducted. For non-urgent issues, please use in-app chat or email (faster for most cases).
Escalation procedures: if you're not satisfied with the first support response, you can request escalation. Each escalation is reviewed by a senior support specialist within 2 hours. If still not resolved, escalations are reviewed by the support manager within 4 hours. For critical issues (lost money, account security), escalations are reviewed by the compliance team within 1 hour.
Quality assurance: Purewin support team has a 95% first-contact resolution rate. We track customer satisfaction (CSAT) after each interaction: 4.7/5 average CSAT score, with 92% of users rating their experience as good or excellent. If your CSAT score is below 3, we automatically flag the interaction for review and reach out to you for additional support.
Multi-language support: Purewin support is available in English, Hindi, Tamil, Telugu, and Bengali. Our support agents are native speakers. For other languages, we use professional translation services. To request a specific language, open in-app chat and select your preferred language from the settings.
Rs 1 entry contests. Instant withdrawals. Skill-based fantasy cricket.
Common questions about Contact Purewin.
