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Hi

i registered an account on Sunday and the registration asked for my card details i provided thinking i was adding to the account and it took €50 £44.71 out of my account - i have emailed multiple x to no avail and it will not allow me to withdraw that back to my account?

please can someone help me get these funds back?

Hello fayepreston,

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.

Was the money you deposited credited to your casino account? Is your casino account verified since in order to request a withdrawal? Did you try to request a charge back from your payment provider? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear fayepreston,

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.

Hi Nick

thanks for your response.

Yes the monies deposited were credited to my casino account & is still showing as available however will not allow me to withdraw infact the website wont allow me to do very much.

The website hasn't asked me to verify nor is there anywhere I can do this - i have attempted the website is really poor.

I haven't contacted my bank yet as initially I thought we could resolve via the retailer.. would you suggest this?

Thanks

Hello fayepreston,

Could you please advise if you did claim any bonus with that deposit? Did you use any of the deposited balance already or it is still untouched? Any response came from the casino since?

Hi,

nope i haven't touched it nor claimed any bonus. The site literally asked for my card details me thinking just for verification and it took 50 euro out of my account!

Nope still nothing back.

thanks

Hello fayepreston,

Can you please forward the payment confirmation from your provider? Why don't you try to verify your account in order to withdraw your money from them? Are you able to play games in the casino?

Hi, there is no option to verify. Confimation as in what i only have my card statement?

not tried to play the games as that is not what i want to do i just want my funds back

Hello fayepreston,

Based on the casino's refund policy on their site, the refund should work just fine in your case:

I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on. In meanwhile, please be sure not to play with those funds and try to contact the casino again if they did not respond you yet.

Wish you best luck resolving it.

Regards,

Nick

Dear fayepreston,

I am so sorry to hear your deposit got lost. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Casino Purple representative to join this conversation and participate in resolving this complaint.

Dear Casino Purple,

Could you please state why the player's deposit got lost?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

please close complaint down i used the funds so they couldnt be taken without use as i wasnt getting anywehre

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.