Casino Purple - El jugador no puede acceder a la cuenta para realizar retiros.

Have 2000 euros in my account with purple casino, have been trying to withdraw it on a few occasions, now I cannot access my account as it keeps saying wrong username or password. Have tried messaging them for the past five days and not one reply.

can you help

thanks

sean

Dear seanachmed1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on while your account was active - slots, live casino, sports betting, etc.? 
• Was your account verified?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi kristina

my games we’re lighting roulette and lighting dice both live games.

my account was not verified as I have just started playing on the site.

i did not use any bonus to accumulate my winnings.

ive contacted you because ive sent them massages regarding issues which ive not had one reply.

thanks

sean

Thank you very much, seanachmed1, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello seanachmed1,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Casino Purple,

Could you possibly provide additional information regarding the withdrawal request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello.

As we can see the player have play all his balance, and he is runing on zero actually. he only have 5 free balance that we have credited him.

Hope this is resolved now.

Regards.

Casinopurple.com team.

Hi Michal and casino purple

have no idea were you come up with the evidence of me using the winnings I accumulated, I could not log onto my account to spend it, this is not true. If they is no balance on my account I would like to get access to my account to see how the money went from the account as they should be evidence on what as been wagered on the account and when. I have on a few occasions tried to change my username and password as I cannot get access to my account with you but you have not replied to me.i tried to withdraw my €2000 and since I tried to withdraw you have stopped me gaining access to the account

thanks

sean

Dear Casino Purple,

Would you be able to provide us with proof of the user's account balance and his betting history?

Hi Michal

Would like to know if I can complain to the lightening platform they use to attract people to there casino site. Casinos like these should be closed or not able to use platform sites to attract people to gamble and rip them off. As with the complaints they are receiving about not been payed out it seems this is there tactic on not having to pay people there winnings, not reply to emails or respond to players issues and then log them out there account.

I never played the 2000 euros they say I won, love a gamble but not that much money. Have gambled for over 20 years and never made any complaints. Casino purple are the worse casino ever and are just out to rip people off.

would like more assistance from you to report this issue to platforms they use such as lightning platforms so players don’t log on to this site and get ripped off.

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.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V, Casino.Guru