Purple Lounge Issue

**Tirilej** · 21st December 2011, 11:35 AM

Thanks for replying to the thread Purplelounge!

I feel a little stupid now but still I wonder if I am.
The casinos, I and every gambler in the world knows that noone would ever leave a game not knowing the outcome.
We don't leave a game in the middle of free spins, in a bonusround or the second we puched the botton, so how can a game still be in play if it's not a bug?

In this case the account was at zero when he made his deposit so the only correct thing to do have to be to give him all of his money back. Not just £71 of a £250 deposit

Is there anyone who think that the casino was right in keeping the rest of his money?

**vinylweatherman** · 21st December 2011, 05:21 PM

Originally Posted by purplelounge

Hi Dan,

I am sorry you are disatisfied with the mutual response from Microgaming, Cyber Gaming Consultants and ourselves.

Unfortunately I have not received a response from yourself on my email dated 03/08/11. I spoke several times with a representative of Cyber Gaming consultants regarding your query and since not hearing back from my last email dated 14/10/11 - ascertained this query had been resolved and you understood and were happy with the resolution.

I have now forwarded my last email on to you again; if you would like to respond with the correspondance you have received from Cyber Gaming Consultants I will happy to contact them on your behalf and see if we can re-evalulate your case together.

Kind Regards,
Casey

This doesn't alter the claimed fact that the OP deposited £250, and that to resolve this issue you decided to confiscate a large portion of this deposit and give him back around £70, even though it appears he didn't place a single bet.

The explanation is beside the point, you took his money!

A REPUTABLE casino would return the £250 to the player, fix whatever issue was causing this, and let him start over.

Instead, it seems you, your consultant, and Microgaming have decided to remove a chunk of the money simply because an artifact of the software represents carried WR as a split between a bonus balance and a cash balance. It is like you have decided he is guilty of some "crime", and have decided to levy a "fine" of some £170.

In any of these communications did you say WHICH game was causing this issue, or did you simply say "unfinished game", expecting the player to go through some 400+ games, firing each one up until he found the one causing the problem.

You must have paid these consultants a decent amount, yet for FREE I could have told you the simplest solution was to look at Cashcheck and Playcheck to verify that the last transaction was a £250 deposit to a balance shown as zero, and if so, simply delete the casino balance and add £250 to the purse in the sportsbook side, reset the unfinished game, if not the entire account, and then invite the player to have another go by transferring the £250 back to the casino.

THEN you can work with MGS and your consultants to dissect this incident, see what the underlying causes were (or ask me for a few case examples based on personal experience), and find a way to make things less prone to such occurrances. Incidentally, MGS released an upgrade that deals well with this kind of problem, did you actually bother to implement it?

**bodrond** · 21st December 2011, 05:32 PM

Thankyou all for supporting this matter , finally I fell like I am not talking to a wall . This is first discution forum I am posting this but not the last and I am happy that has an echo.

Purple Lounge : 'Unfortunately I have not received a response from yourself on my email dated 03/08/11.'
My response : Last phrase from 03/08/11 mail sent by Sam
'(...)It is possible that you have some funds still locked in a game, have you checked all the games you would normally play to make sure that’s not the case?
Kind Regards,
Sam'
I can not reply to a mail that ends with this when my balance was 0 , I came at Purple Lounge to play not sarching games for bugs. I was tired replying to you and had no more interest replying.

Purple Lounge : 'ascertained this query had been resolved and you understood and were happy with the resolution.'
My response : NO I WASN'T HAPPY , I smile when I am happy.

Purple Lounge : 'if you would like to respond with the correspondance you have received from Cyber Gaming Consultants I will happy to contact them'
My response : I never contacted Cyber Gaming consultants , only LGA Malta, If I am wrong please point.

Today Purple Lounge e-mailed me because of the posts, requesting 'correspondance from Cyber Gaming Consultants' . I don't know what this means and which is the involvement of Cyber Gaming Consultants.

It's really awkward how they wake up after such a long time. Why do we need to make public the mistake that someting to be done ? Because they can manage one lost of a player for ever , + some profit £178 , that's sounds profitable.

**vinylweatherman** · 21st December 2011, 06:04 PM

Originally Posted by bodrond

Thankyou all for supporting this matter , finally I fell like I am not talking to a wall . This is first discution forum I am posting this but not the last and I am happy that has an echo.

Purple Lounge : 'Unfortunately I have not received a response from yourself on my email dated 03/08/11.'
My response : Last phrase from 03/08/11 mail sent by Sam
'(...)It is possible that you have some funds still locked in a game, have you checked all the games you would normally play to make sure that’s not the case?
Kind Regards,
Sam'
I can not reply to a mail that ends with this when my balance was 0 , I came at Purple Lounge to play not sarching games for bugs. I was tired replying to you and had no more interest replying.

Purple Lounge : 'ascertained this query had been resolved and you understood and were happy with the resolution.'
My response : NO I WASN'T HAPPY , I smile when I am happy.

Purple Lounge : 'if you would like to respond with the correspondance you have received from Cyber Gaming Consultants I will happy to contact them'
My response : I never contacted Cyber Gaming consultants , only LGA Malta, If I am wrong please point.

Today Purple Lounge e-mailed me because of the posts, requesting 'correspondance from Cyber Gaming Consultants' . I don't know what this means and which is the involvement of Cyber Gaming Consultants.

It's really awkward how they wake up after such a long time. Why do we need to make public the mistake that someting to be done ? Because they can manage one lost of a player for ever , + some profit £178 , that's sounds profitable.

Eh!

They are not even CERTAIN this is the case

Yet they felt they had the right to confiscate £171 from your CASH deposit

I would have thought this very BASIC fact would have been investigated, and 100% diagnosed as a specific named stuck game.

If they have not found such a stuck game, how can they know it's not a bug.

Even MICROGAMING haven't identified a specific stuck game, else they would have informed Purple Lounge, who would have informed yourself.

If there IS a genuine stuck game, as soon as you log on the "pitboss" utility should appear telling you that there is a specific game "in play", and "strongly urge" you to complete said game before making a deposit. If this doesn't happen, it could indicate that the cause is a bug in playthrough tracking like the recent multi player bonus tracking bug on Wheel of Wealth, where ANOTHER players' bonus could affect tracking on YOUR account.

**newjam** · 21st December 2011, 10:46 PM

I can't see how this is anything other than theft on the part of Purple Lounge. The arrogance by the rep. of claiming the issue was resolved is incredible. Rogue 'em!

**Pulver** · 21st December 2011, 11:05 PM

What a bunch of cr4p.

Hope you get your money back, when you do, open an account with 32 Red, that way you don't have to deal with this sh!!tt.

Good luck.

**chayton** · 21st December 2011, 11:24 PM

So the OP made their deposit at the end of June....wasn't that about the time when all the MG casinos were showing some weird bonus fund errors? I had one at Red Flush, someone got it at GoWild, a couple people got them at 32Red - something to do with one of the multiplayer games or something?

FWIW the only casino that seemed to care about figuring out what was wrong and fixing it was 32Red. I think everyone else busted out trying to meet wagering on a bonus that shouldn't even have been there while waiting for the casino and MG to "look into it."

EDIT: ooops posted before reading the whole thread. So err...what Vinyl said.

**Seventh777** · 22nd December 2011, 06:13 AM

Originally Posted by chayton

So the OP made their deposit at the end of June....wasn't that about the time when all the MG casinos were showing some weird bonus fund errors? I had one at Red Flush, someone got it at GoWild, a couple people got them at 32Red - something to do with one of the multiplayer games or something?

FWIW the only casino that seemed to care about figuring out what was wrong and fixing it was 32Red. I think everyone else busted out trying to meet wagering on a bonus that shouldn't even have been there while waiting for the casino and MG to "look into it."

EDIT: ooops posted before reading the whole thread. So err...what Vinyl said.

The game was Wheel of Wealth. Cost me just under £200 at GoWild I also had the same problem at 43Red.

**vinylweatherman** · 22nd December 2011, 09:00 AM

Originally Posted by Seventh777

The game was Wheel of Wealth. Cost me just under £200 at GoWild I also had the same problem at 43Red.

Never heard of 'em

Too many late nights with Essex girls

Hell, it's Christmas, no time to be a scrooge

**bodrond** · 5th January 2012, 05:06 PM

Hy , I am back again without novelty from PurpleLounge in all this time that has passed. I withdrawn the rest of my deposit from cashier , I've no more trust in PurpleLounge and I suggest you all to avoid playing at PurpleLounge in the future. I hope they will get lower rating after posting this story , may all my losses represent a sacrifice for making public PourpleLounge bad name .