Casino Purple - Žádost hráče o výběr není zpracována.

I can’t believe I didn’t do more due diligence on this site.

I can’t withdraw and there’s no chat, the withdrawal just freezes the page or says quota not met.

I only deposited a very small amount in comparison to the win but I would really like to get as much as I can.

any recommended steps to take?

Dear sgm319,

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

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only? 

Please understand, that without verifying your account, you won’t be entitled to any withdrawals. 

However, I believe we will be able to help you resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards, 

Petronela

1. They have not requested any verification information as yet but I am totally legit and could verify with no issues.
2. I have had no contact back from the casino, as to why I can’t withdraw. I deposited funds through a Visa card that’s registered to me and my home home address.
3. I am not sure if this is an internal issue, the page seems to be very glitchy when trying to withdraw, so my guess it’s an internal issue but I can’t be sure. I sent a screenshot of the error that pops up when trying to withdraw.

thank you for the support.

i can now not login, it’s states I have the wrong password, which is impossible as it’s a saved password on my iPhone. I have requested a forgotten password and had jo reply. This is not looking good.

Thank you very much, sgm319, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Casino Purple to ignore us in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.

Hi sgm319,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Casino Purple to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player cannot withdraw their winnings?

Thank you.

Best regards,

Tomas

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.

Hello.

Customer have deposit, and got 200% Welcome bonus, therefore he has to play 30x the bonus and which it didnt was done.

However as we can see the customer have lost his funds, so you can already close this thread.

regards.

This is not true, there is still €30,000 and I did not have €1 in the bonus element. So this thread should not be closed.

please reply to my forgotten password request which was sent over two weeks ago.

thanks,

scott.

here you can see my €30,002 still in the account I have not been in the account since this day.

Dear Casino Purple,

Can you please provide us with evidence that shows the player has indeed played their funds down to zero? You can send it to my email address: tomas.k@casino.guru

Kindly let me know once you do so.

Kind regards,

Tomas

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.

Dear sgm319,

Unfortunately, the casino failed to provide us with the requested evidence. Therefore, we cannot continue resolving this complaint, and we are forced to close the case as ‘unresolved’, which will influence the casino’s rating in a negative way.

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

Tomas