Casino Purple - The player's unable to withdraw their winnings.

I opened an account and deposited £350 or there abouts. I played for a few days and I tried to withdraw €2000. This didn’t work. I had never received an email from them to confirm my account etc. I found an email address but this bounced (there is no live chat but website states there is one?). I then get an email from a gmail account (seems fake?) asking for documents to verify. I send these promptly but still no money? I’ve emailed countless times - no reply. In short, I’ve €2000 (£1800 approx) in the account which I’m entitled to? No one is replying. The email address I got to submit documents was emma.casinopurple@gmail.com.

To add, I cannot access the website and my account as it keeps saying "wrong user". This happened just before I got the email to ask for documents.

Any help would be appreciated!

Hello Keeps1011,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Purple. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Many thanks for this.

I’ve just checked and the only email I got was on 9th July. It was from Emma and asking for documents. I replied straight away. I never got an email to acknowledge it. To add, I’d never got an email when I registered and throughout my short time with them.

All money was real - no bonus at all.

I have never spoke to anyone at the casino as there is no live chat facility, emails are unanswered, there’s no phone number. Interestingly, I’ve got an email from Emma at 4pm today stating my account is frozen due to information not matching? I’ve replied asking for more information as I can’t amend if I don’t know what is incorrect?

Thanks,

Bhavin

Thank you Keeps1011 for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Many thanks Nick.

Bhavin

Hi Keeps1011,

I've just reviewed your case and fully understand your concerns about the problem with withdrawing your funds. I'll try my best to help you by contacting the casino.

Dear Casino Purple, I'd like to invite you to join the conversation and participate in the resolution of the complaint. Can you please share more information? Have you received any documents from the player for the account verification? Are there any missing documents because of which the account has not been verified yet?

Looking forward to hearing from you.

Regards,

Natalia

Hi Natalia,

Many thanks for your response, and help.

CasunoPurple have had documents (I’ve a sent email to show this) and numerous emails which they simply ignore.

They know what they’re doing.

Thanks,

Bhavin

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’.

Thank you. How unfortunate as they know what they’re doing…

Dear Keeps1011,

We haven’t received any response from the casino regarding the issue, and I'm very sorry to tell you that we cannot continue resolving this complaint and are forced to close it as ‘unresolved’.

My apologies for not being of more help to you, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can learn about your unpleasant experience in our review.

I hope you won't come across a problem like this again.

Regards,

Natalia

Many thanks Natalia.

They are definitely a site to be black listed and avoided at all costs.