Casino Purple - The player's withdrawal is delayed.

I have played with real money and won 1200 e. I made a withdrawal request on 12/30/22. The withdrawal request is still shown as processing status. I have sent a message to customer service several times a day, once they answered something like this "you still have a few days to cancel the withdrawal, this is our policy". After this, there has been no response to the messages.

Hey! Thank you for processing my complaint.

Yesterday they asked for information for KYC verification and I sent it. My game account is now disabled due to KYC verification.

I'll let you know how it goes.

Hello Tusuttura,

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 exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

asinopurple paused your account due to document request until receipt of the following KYC :

                                                      .

1) Handwritten paper stipulating you are behind the deposits you made on Casinopurple, with your name last name and signature.

2) proof of address of less than 3 months

3) Credit card you are making deposit with, front and back ( you can hide the numbers of the middle but we have to see the 4 last digits).

4) ID or Passport .

Ja nämä kaikki siis lähetin eilen, sen jälkeen ei ole mitään vastattu. Enkä pääse nyt tililleni ollenkaan katsomaan mitä on hyväksytty.

emma.casinopurple@gmail.com

There was this email asking for KYC documents.

Hello Tusuttura,

Be sure to forward them all the requested documents and let us know within a week the outcome.

Hey!

I sent all the requested documents on Friday 13.1.

They do not respond to messages even though I have sent them to many email addresses and on the contact form on the Casino page.

I can't access my game account, it's apparently on hold for the kyc check. Indicates that the username or password is incorrect.

Hello.

We passed for verification.

Will let you know asap.

Emma

I got that email yesterday. The game account is still closed and the money has not arrived.

Be sure to give them a few days to process the payout. Please let us know by the end of this week if there's any update regarding the case.

Alright. Thank you for your answer.

Nyt sain tällaisen vastauksen. Lähetin heille normaalin tilinumeroni ja tiliotteen. En omista mitään BTC-tiliä

Hello.

Please send us your BTC account , and you will get paid at the beginning of next week.

Please check our terms and conditions , in regards to the Withdrawal , you will see that we are Just on TIME . 

You will get paid 10x your last deposit before the Withdrawal. 

Waiting for your reply.

So I got a message like this. I sent the bank statement and account number. I haven't paid them anything with bitcoins, I don't even know how they work

Hello.

Please send us your BTC account , and you will get paid at the beginning of next week.

Please check our terms and conditions , in regards to the Withdrawal , you will see that we are Just on TIME . 

You will get paid 10x your last deposit before the Withdrawal. 

Waiting for your reply.

Hi again! I now created a Bitcoin account for myself. (Although I don't understand anything about them).

I put this series of numbers on casinopurple.

I did also send a message that I have paid with Visa, so is it not also possible to withdraw with Visa, Trustly or bank transfer?

Hello Tusuttura,

It is very common that a deposit method is not available as a withdrawal method. You always have to follow the options the casino offers.

If you did already send them your wallet number, can you please advise what is the withdrawal's status? Is it already pending or approved?

I have sent my bank account details, bitcoin account details.

I can't see the withdrawal status because I still can't get to my game account and I don't get an answer when I will get there again.

(Has been "on break" since the start of the Kyc review)

I am now waiting for the beginning of this week, when they promised to pay.

I'll let you know as soon as/if anything happens.

Hey! No message and no money has arrived.

I messaged them again yesterday and today.

Hey ! Again today I received a message where they promised to pay at the beginning of next week.

Hello Tusuttura,

Let's wait out if they transfer the money this week and if still not, we will definitely try to intervene.

Please let us know once there is an update with your withdrawala.

Hey! Now I received the payment in bitcoins, converted to approx. 375 euros.

I thanked and sent a message asking when I can withdraw the rest of my money in the game account and when I can access my game account, which has been "on break" since the start of the kyc check

Hey! Now I got to my game account and the balance there is 0 euros. Should be more than 800 euros.

I transferred 75 euros to my game account (even though I decided not to play anymore and especially not to deposit at ko.casino) and the money went there very well, in contrast to the player in the home withdrawal. but still this more than 800 euros is missing somewhere. The game account transaction list shows nothing but today's money transfer to my game account. Yes, you have to intervene in the hustle and bustle of this casino. A casino highly praised on many sites. I'm going to let everyone know what kind of scam casino it is.

Now I received a message that revealed what a thief this casino really is.

The following message:

As per our customer support has written you. since your last deposit before your withdrawal was 40 euros, as per our terms and conditions, you can withdraw a maximum of 10X your deposit., and the rest of the balance is cleared.

Hope this is clear now for you.

Let us know if you have additional questions.

Regards.

Casinopurple.com team.

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Hello Tusuttura,

We find this rule very unfair against the players as the casino should not limit your withdrawal based on the amount deposited and if you had real money only, they should pay you out in full.

I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you Wery much

Hello Tusuttura,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casino Purple to join the conversation and participate in the resolution of this complaint.

Dear Casino Purple,

We find the aforementioned rule to be unfair when applied to money accumulated without the use of a bonus. Can you please explain why this rule has been applied?

Kind regards,

Adam

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.

Thank you casinoguru people❤️. You have handled the matter very well, unfortunately it must now be stated that this scam casino does not respond to the contact request. I hope no one gets scammed by this Casino again.

Dear  Tusuttura,

As mentioned, we entirely disagree with the use of the rule that has restricted the amount of your winnings.

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 also 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 am sorry we could not be of more help on this occasion.

Best regards,

Adam