Casino Purple - Player's account was blocked.

After depositing on mastercard last night I managed to successfully win £550 but couldn't withdraw on mastercard but withdrew on UK bank instead, now 12 hours later and no response from customer service they blocked my account from logging in so I can't access my account and they keep my deposit and my winnings

Dear BUTCHERBOY22,

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 better understand the situation. 

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?

Did you contact casino support? Did the casino inform you why your account was blocked?

Looking forward to hearing from you.

Best regards,

Tomas

Hi yes after waiting a long time she replied saying I haven't been blocked and that I can't withdraw my money as I haven't wagered enough

I replied with the fact that all of a sudden I just can't log into my account anymore all of a sudden and that I never accepted any bonus funds so this is a lie, they just won't reply to my emails and my account just says wrong password username when I try to log in... Very conveniently strange

Thanks for the reply.

Did the casino specify how much wagering is required for you to be allowed to withdraw your winnings? Did the casino reopen your account, for you in order to complete the necessary wagering?

Could you please send me the correspondence between you and the casino (emails, chat transcripts) regarding the issue? My email is tomas@casino.guru

Dear BUTCHERBOY22,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.