Casino Purple - Player is struggling to access her account.

Yesterday i created an account with the username BLAH27. I deposited 50 euros and played for a few hours bringing my total balance upto 680euros. When I exited blackjack and refreshed the page, I was logged out. I assumed this was because of the long login session, I had. When I attempted to log back in my password was no longer working despite it being saved automatically. I nonetheless requested a new password and I have not been receiving the reset link. for the past 24 hours. I have sent emails and messages via the chat but no responses and no agents have been available on chat since I registered. I am not sure if this is how this particular casino functions, but this is not okay. I would like this issue to be resolved and would like access to my funds. To top it off, I received an email this morning with a 20 euro bonus and which then added that I had a total balance of 20euros which is far from my balance. This is not true, my total balance was well above 600!

Dear BLAH27,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Did I understand correctly that you can’t log into your account to verify it and play? Is the website itself accessible? Is there any notification or a message when you try to log in? What exactly it says when you try to enter your username? Do you type your email address or username to enter your account?

I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Hi there,

Thank you for your quick response. Ask away!

Yes, I cannot login to my account at all. I cant verify my account or play. The website itself is still functional and working. When logging in, I type in my username and password to enter. However, when I attempt to login, it says that my password is incorrect, although I auto saved my password. Then, I request for a reset of my password and when I put in my username and email it says that a link has been sent, but I haven't received anything. I know that my username is correct because I have a screenshot of it when I was logged in. My email is also correct, because I received an email from them with the promo the next morning.

They have a live chat, but no agents have been available for the last few days. I sent emails and have gotten nothing. I just want to access my winnings, verify myself and remove my funds.

Thank you very much, BLAH27, 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. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear BLAH27,

This is Tomas and from now on, I will be assisting you with this case. I will now contact the casino and try my best to resolve the issue as soon as possible.

Dear Casino Purple, could you please state the reason why the player's account is inaccessible?

Thank you.

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 BLAH27,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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 wish I could be of more help.

Kind regards,

Tomas