Casino Purple - La cuenta del jugador ha sido cerrada.

It’s possibly a year since i last tried to withdraw my funds, various e.mails saying it was in process, saying it would be done in the next week!!

then suddenly my account does not exist, I was advised via another email address that they had no records for my account.

I am still getting texts from them with offers.

Dear Soups62,

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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Do you have any proof that you created an account at this casino such as a confirmation email?

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

Dear Soups62,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have no emails now, just constant texts, to be honest I gave up until I found your site

When I click on the text link it goes to the site and when I click on login it comes up with my username, but if I email for a new password I don’t get any answers

Thank you for your reply, Soups62. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

I haven’t had any withdrawals, I had waited until I had used my bonus and unfortunately I didn’t have any of the emails

Did you make any deposits? Or do you have any screenshots saved, or withdrawal request confirmation that show you really had an active account?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have sent some screenshots to the kristina email address

Could you please forward the communication between you and the casino as well? Thank you.

Dear Soups62,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I don’t have any of the emails I have attached recently received texts

sue

I went through the whole complaint to find at least something that we could focus on to support you in this case, but I am afraid that we basically have nothing. You have no email or message that would confirm you created an account at this specific casino, there is no message from the casino that would indicate that you had any conversation with the casino regarding this issue, and no screenshot from the time that your account was active, and even the deposit receipts you sent don't contain any information that could be linked to this specific casino - nothing.

I apologize, but under these circumstances, we are not able to support you. I hope you understand our point of view as there is no evidence that we could use to confront the casino. We would really like to help, but it is impossible this time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.