Purple Lounge, strange bonus roll-over, non responsive

[fahrradfloh]

Well I didn't play at Purple Lounge for some time, and now on 14 December they invited me for some free spins.
I took them, and won 15.15. So I had to wager 25x15=378.
I don't know how much I bet exactly, but I guess around 1000 on slots, and wanted to request a withdrawal of about 180.

Then support told me I had to wager more, what seemed strange to me. When I asked how much, they told me they don't know, and cannot tell me.
Finally after chatting about 15 minutes with support they told me they would check it and send me an e-mail.

One week passed, and no e-mail.
So I e-mailed them again on 21 December. No response. Finally on 28 December I PM'd the rep here and got a response from support one day later. At least. But:
1) What will a player who doesn't know about Casinomeister do here?
2) The response was strange as well, here goes:

Dear Player,

The reason why you think the wagering requirement is wrong is becasuse in September you received two different deposit bonuses one for 150£ and the other for 75£. Also you got a promotion for 10£ that one of your colleagues offered you.

As well you won from the spins that was 15.15£ so that got on top of the wagering/bonus you had left.
Thats why your bonus/wagering is 155.15.

To cash out the funds in your account you need to complete the wagering requirement on the outstanding bonuses you have already received.
But however we can offer you the possibilty to four-fit the bonuses and cash out 27.56£.

Kind Regards

Anna
Purple Lounge Support


Ok. Just to make it clear, I lost an all deposits before, so my balance was 0. Strange that wagering still caries over, but well, if they think so.
The worst now is that the free spins have a maximum cashout, and I thought I ask if it would still apply as they carried over wagering from my past deposit as well. Here comes my e-mail:

Hello Anna,

thank you for your response.
So this basically means if I take a bonus and lose, I will still have to complete the wagering of the last bonus?
That would mean that playing with a bonus would be a large disadvantage in the future. Say I lose two or three times when taking a bonus every time, so from that point on I will virtually NEVER manage to meet the playthrough, thus never be able to win and manage to request a payout.

However, if this is really correct as I understand it is, I now still have to bet 3103 (155.15*20)?!
Is there a maximum cashout now for my account as the free spins as far as I remember do have a maximum cashout, however, the past bonuses did not?


I sent this e-mail on 29 December, and since then, guess what. No response.

[Seventh777]

Another once trustworthy and reliable MGS casino slaps you in the face with an outrageous excuse to not pay

[chayton]

But however we can offer you the possibilty to four-fit the bonuses

I'm assuming they meant forfeit?

[De Beuker]

Thats strange, I play there quite often, and I'm sure there is no such thing as bonus WR carry-over.
If there was, my WR should be skyhigh by now, lol.
You can check your playthrough if you go to My Account, then View and Redeem Loyalty Points.
On the left side it shows your cash and bonusbalance.

Did you ask support first for the WR or did the cashier just refuse your cashoutrequest?

[chayton]

Hey wasn't it Purple Lounge who confiscated a player's winnings for trying to withdraw before meeting the wagering requirements? It was a similar scenario, the bonus showed as being done from the player's side, but they had tacked on extra wagering and the player didn't know about it until after they'd tried to withdraw. Instead of putting the funds back into the account they confiscated the winnings.

But now they'll allow another player to forfeit bonus funds and withdraw?

[vinylweatherman]

Hey wasn't it Purple Lounge who confiscated a player's winnings for trying to withdraw before meeting the wagering requirements? It was a similar scenario, the bonus showed as being done from the player's side, but they had tacked on extra wagering and the player didn't know about it until after they'd tried to withdraw. Instead of putting the funds back into the account they confiscated the winnings.

But now they'll allow another player to forfeit bonus funds and withdraw?

Exactly, it seems some players get screwed, yet others get let off. This IS another situation where an additional WR was tacked on, and the player didn't notice until he was ready to cash out. The only difference is that the OP didn't just cash out, he asked questions first. PL were therefore NOT in a position to spring the same trap, since this would have required the OP to have submitted a withdrawal.

Now, they are making it PERFECTLY CLEAR that zeroing out on past bonuses does NOT cancel the WR, and that they carry over and accumulate on each future deposit and bonus.

Maybe the PL staff can point to where in the terms this is written, so that players can read it and comply with it

This is happening an awful lot recently with MGS casinos, yet when pressed they eventually deny that WR carries over, and that it was a "mistake".

Looks more like a SCAM to me, since players who DON'T press the issue, and HARD, end up trying to meet the carry over WR.

PL are deciding not to respond to the "hard pressing" they are getting from the OP, perhaps in the hope that he will lose patience and try to meet the carry over WR.

This "WR carry over scam" recently introduced by some MGS casinos is nearing the end, the publicity and case examples are making many operators look "dodgy", and this is starting to tarnish the MGS brand as a whole.

It is called "ClearPlay", but shoudn't it be renamed "OpaquePlay"

[heador112]

Purple Lounge is a rogue Casino and i would like to see them at the Rogue Pit .

[vinylweatherman]

Purple Lounge is a rogue Casino and i would like to see them at the Rogue Pit .

Well, if they keep this BS up, they could end up there.

The problem is that they cut ties with CM after a disagreement over a PAB. It got them dropped from the accredited list.

Entry to the rogue pit requires evidence of wrong doing, rather than one player posting about a rogue experience.

This one could just be gross incompetence, and the way the CS agent said "I don't know" when asked the very straight forward question "what's my remaining WR" by the player shows this is a badly trained CS rep. Of course they "don't know", but they should go into the "back end" and CHECK, not just dismiss the query with a "dunno". Given the evident standard of training, it should not come as a suprise that the BS about how the WR carries over was given, rather than the CS rep instinctively realising this was not right, and looking into the matter in more detail.

If, however, this was a WELL trained rep, and this type of response was POLICY, then they DO belong in the pit in my opinion.

There is a BUG in ClearPlay. I see it quite frequently, and it causes random carry over of WR. The system fails to recognise a zero balance, even when the session is ended on zero, and a new session started for the next deposit. Other than this bug, the cause can be a "stuck game". It is very hard to track stuck games down, since the software offers no way to search the list of 400+ games for any that are "pending".

I had a similar problem at two casinos, where WR just kept on being resurrected every time I deposited. I zeroed out each time, and logged off. I even logged on and off with a zero balance to see if this helped. All to no avail, the WR just kept coming back.

After WEEKS of this, I found the problem. Both casinos had "stuck games" left over from sessions long ago. In the first case, I went to a game I hadn't tried in a while, and found the problem. In the second case, it really WAS a case of accepting that I would have to open every one of the 400+ games to rule out the possibility of a stuck game being the problem.
This problem is sufficiently common that CS SHOULD KNOW about it, and should CHECK for this possibility when a player complains that WR keeps carrying over when the balance has reached zero.

The OP should check their account at PL for any stuck games. Having ruled out this possibility, they then have grounds to make a formal complaint without risking "egg on their face" when it is investigated.

MGS will store a pending game FOREVER, so even an internet disconnect at the wrong moment from YEARS ago can lead to this problem.

I have often seen "casino error 2" (thrown off by the server) when playing, and it LOOKS like my bet was never processed, but sometimes the bet IS processed, and THEN the server throws me off WITHOUT ever indicating that the bet has been accepted. In games such as Blackjack, table and video poker, this would ALWAYS leave a "stuck game" in the system, and no indication that it had happened UNTIL in a future session the game is loaded again.

In the second case for me, not only did I find the stuck game, but the bonus balance became disconnected from the WR counter. Rather than converting 10 every 300 wagered, it showed random amounts. I checked the counter and it showed a WR of some 32000, yet the bonus balance would show values between 0.01 and 40, and seemed to go up and down as I won or lost during play. I ALWAYS had a significant cash balance whilst the bonus balance was doing this. The system looked completely broken.

I will see if getting rid of the stuck game I found fixes this very weird problem, or whether the system has been broken permanently.

I also remember that when I took the 500 for 500 bonus in December, I noticed my bonus balance dropped like a stone, more like it was counting a 2x WR, rather than what it should have been. I knew this couldn't be right, and that it couldn't be relied upon to show me when I had completed WR. If this was from the stuck game, it is one from YEARS ago, since before taking this offer, the casino had been off my PC for around 2 YEARS.

[fahrradfloh]

Did you ask support first for the WR or did the cashier just refuse your cashoutrequest?

I didn't ask as I was sure that I had wagered way more than the required, so I just tried to cashout. Later I asked support when the cashier didn't let me withdraw.

[fahrradfloh]

The OP should check their account at PL for any stuck games.

Thanks for the hint. I also noticed that occasionally when playing at a MG casino after a long time I get a message "Please finish your unfinished game" or something like that.

However, I have checked every game I have played at PL, and there is no such stuck game.

Besides this "special" (personal) case with PL and their "special" behaviour, it would be interesting to get a response from Microgaming about this as this bug or whatever it is probably affects a lot of players.

And I guess the mayority of the players don't have a clue about what is happening to them, don't know Casinomeister and eventually end up losing everything with virtually no chance to ever cash out.

I think this is one of the small things that happen and cost the whole online casino industry trust from actual and potential players. Unfortunately.