Casino Purple - Player’s attempt to self-exclude from the casino was overlooked.

I have already tried to close my Game account via chat on 26.10.22, because I am not in control of my playing. No one has ever been present in the chat and the answer was promised by email.

Now again I played around 200 euros and tried to close the account. No answer at all.

I think the casino is obliged to return the money I deposited and lost after the closure request.

Dear tuija*******,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please advise if your account s blocked already?

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Casino Purple,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to casinopurple.com@gmail.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Best regards,

Petronela

I sent the email you suggested. My account is still not closed.

Dear tuija*******,

Could you please forward the original emails to petronela.k@casino.guru? It is not clear from the screenshots to wich email address emails have been sent and when.

Yes, I will

Perfect, thank you very much. Please let me know if your account is still accessible by Monday, we will intervene.

It is still available, at least now. And the casino has not responded to any of my messages.

Dear tuija*******,

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.

Hey! The account is still open and the casino has not responded to my messages.

Thank you very much, tuija*******, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

thank you

Hi tuija*******,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Casino Purple to the conversation to participate in the resolution of this complaint.

Hey! I sent a message to the casino and a copy of the message to Peter.

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.

Hi Tusuttura,

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,

Peter