Purple Lounge Issue

[bodrond]

++++++++++++++ Admin Note: this post and related posts were moved from this thread that was necroed by the OP ++++++++++++++


I have a similar situation . This problem it's about PurpleLounge.com , starts on 28.06.2011 when I made a deposit of 250£.
They converted a part of my deposit into bonus proportional to some 'wager requirements residue' of my past casino activity .
The retroactivity of wager requirement applying to other next deposits isn't a rule specified in T&C,and I even wasn't noticed about the convertion of my deposit.This is one email in which they explain the situation :

Hello Dan,

We spoke on chat last week about that you had made a deposit of £250, and instead of everything going to your cash £178.51 went to your bonus balance, and £71.49 to your cash balance. The reason for this is because when you played on 13th of June you still had a wagering requirement of 5,355.30, which is 30 times the bonus. Because you didn't meet these requirements from the previous bonuses, the system has automatically put £178.51 into your bonus which equals the amount you need wager to release this bonus, which is 5,355.30.

If you have any further questions, please let us know.
Kind regards
Melissa
Purple Lounge Support

After this I contacted Purple Lounge Casinomeister rep. and I get the following :

Dear Dan,
As you can see from the attachment I sent you last week, your final balance was reduced to 0 before you made your deposit on the 10th and 13th of June (highlighted in blue).Under normal circumstances once you have spent your cash and bonus balance any wagering requirements return to 0 however as you had a game in play the wagering requirements remained on your account. This is all that has happened.

I have removed the bonus balance with the wagering requirements leaving you with your cash balance.

I hope this is a little clearer. If you would like me to send this your financial audit to your email address again please let me know.
Kind Regards,
Casey

I am amazed by Purple Lounge lack of empathy . I tried several times to point the situation with Sam but I ged the same redundant response.
Being so disappointed I decidet to contact LGA Malta on 02.aug, 2011 .
On 20.sep I get first relevant response from Blenheim Frances at LGA "


Dear Dan,
I have been reviewing the information you supplied and the information Purple Lounge supplied.
You are stating you have not received any explanation from Purple Lounge and Purple Lounge are stating you have been informed and a explanation was provided to you.
In your e-mail dated 25th August 2011 you mentioned you had attached some print screens of mails you wanted me to read and file of your gameplay history, there were no attachments with this mail.
Can you send them to me please? In the meantime I am going back to Purple Lounge to request documented information of where they believe they explained the matter to you.
I await the attachments you refer to.

Thanks in advance
Regards
Frances


I send another mail with all printscreens attached individually . Since then I have no response to this situation , I think LGA ignored the printscreens , their investigation being based only on Purple Lounge statement .
Last days because of this big waste of time and energy induced by Purple Lounge I decidet to reguest a withdraw of £71.49 and abandon the case . Since now I received none .
I hope this story will reach many other players who intend to play at Purple Lounge . I'll be happy to know that someone will avoid a similar situation because of my story .

[vinylweatherman]

This just goes to show how hopeless the LGA are.

It seems that the fact you got an explanation was enough to decide the case in the favour of the casino. They might as well have said "your deposit was converted to part bonus because you were not wearing a blue hat when you zeroed out from your previous bonus".

In a nutshell, they are not looking into the merits of the explanation, just the fact you got one in the first place.

This is a VERY common situation with MGS software, and one that until recently was handled poorly by the client, and poorly by CS. The fact is, this went all the way to LGA, and Purple Lounge STILL didn't "get it", and just locked down into repeating the same unsatisfactory explanation over and over again.

They should have worked with you to find a way to allow you to understand what had happened, and done their best to fix your account, perhaps by tracing this "game in play" and telling you where it was, or agreeing to void it and restore your deposit to 100% cash.

A recent update to the client now means that when a game in play is detected, you get a "pitboss" notification as soon as you deposit, and the games are named and "quick linked" from that message. This means that you are now able to check and play off these games before making a fresh deposit.

Disconnects are the main reason you end up with these unfinished games. You play, but get disconnected, and when you log back in you assume the game was never started, when in fact the instruction did reach the server, but the result never made it back. In quite a few situations, this leads to an unfinished game. The stake for this unfinished game then forms part of your balance, so even though you see zero in the lobby, your balance isn't really zero, but is the amount of your stake in any unfinished games. When this has happened with a bonus, you are effectively depositing to a non zero balance, thus WR are still active on that bonus. Part of the deposit becomes bonus simply because this is how the software displays unfinished WR to the player.

It has taken several years for MGS to even begin addressing this problem, and it is certainly something that front line CS often get wrong.


You would have been better off using the PAB service here, rather than the LGA.

It is also possible that there was no unfinished game, as there is also a bug in the system that can cause the same problem. This can be checked simply by asking CS to name the unfinished game, and you logging in to check the game. If there IS an unfinished game, then Purple Lounge are right, but have handled it badly. If there is no unfinished game, and it is down to a software bug, Purple Lounge would be in the wrong, and by a considerable margin, as they should have verified the facts before giving you a "deadlock" email and having you take the matter to the LGA.

[Nate]

Hi Dan,

Casey stated that your Bonus Balance was removed and the Cash balance was left. Are you saying that they removed the Bonus and did not credit the same amount back to your cash balance?

Nate

[vinylweatherman]

Hi Dan,

Casey stated that your Bonus Balance was removed and the Cash balance was left. Are you saying that they removed the Bonus and did not credit the same amount back to your cash balance?

Nate

That seems to be what happened, in effect, part of the deposit was confiscated as a resolution, allowing the rest to be withdrawn. I think that this came about because the player felt they were "talking to a brick wall", so decided to withdraw the amount that showed as cash, have the system automatically remove the bonus part, uninstall Purple Lounge and move on.

[bsilva028]

and if it wasnt a casino rep here?

probably that problems would be unsolved,
and if any player on any part of the world that dont have a "casino meister" or any other forum account to solve that problems?

how many players are playing with "bonus balance" without claim promotions?

[Tirilej]

So Purple Lounge actually stole the rest of his money?

I don't play there much, but now I won't play there at all.

[vinylweatherman]

So Purple Lounge actually stole the rest of his money?

I don't play there much, but now I won't play there at all.

It would appear so.

Dear Dan,
As you can see from the attachment I sent you last week, your final balance was reduced to 0 before you made your deposit on the 10th and 13th of June (highlighted in blue).Under normal circumstances once you have spent your cash and bonus balance any wagering requirements return to 0 however as you had a game in play the wagering requirements remained on your account. This is all that has happened.

I have removed the bonus balance with the wagering requirements leaving you with your cash balance.

I hope this is a little clearer. If you would like me to send this your financial audit to your email address again please let me know.
Kind Regards,
Casey

It seems that rather than returning the whole deposit, or clearing the WR manually, the rep simply confiscated the bonus balance, clearly not appreciating that the WHOLE balance was from a cash deposit, with the bonus balance occuring due to the way the software displays WR to the player.

It is no different really from holding the fresh deposit to the WR of the previous bonus in a system that shows everything as cash, but nevertheless expects WR to be completed before any withdrawal.

The FAIREST resolution would have been to void this "stuck" game, and manually adjust the balance so that it all reflected as cash. If this had been done from the outset, the casino would probably have made itself £250, as well as kept a player. Now they have made around £178, and LOST not only this player, but some of those who have read this and are stunned at how this played out.


Mocrogaming MUST address these quirks in their "clearplay" bonus tracking system, as problems similar to this have been arising since it was first launched, and almost all are badly handled by casino CS. This is perhaps one of the worst cases so far, as it has resulted in the arbitrary confiscation of the lion's share of a £250 deposit where no bonus was claimed, and seems to have been sanctioned by the casino's licensing jurisdiction.

Unfortunately MGS have been "in denial" about the possibilty that there could be a flaw in the system, and it has been hard going for players to even get case by case resolutions to such problems.

Would this "unfinished game" be multiplayer Wheel of Wealth by any chance, where a known bug has been found and admitted by MGS, but maybe only corrected manually as and when players noticed the effects?

[Tirilej]

I reported this thread and sent a PM to the Rep.
I really want to know if they can just do this, and get away with it?

I'm not very easy to upset but this really got to me

[Przecinek]

I hope rep will step in to explain what is going on

Purple is right now one of my top two casinos to play at (which means 2 casinos I might play without a bonus - 32red and Purple)
This would be a very bad PR hit

P.S I once had similar problem with Chilli Casino (they have mistaken my no bonus deposit with some old history and argued that I did get a bonus)
They were very cheeky and even replied "Where do you thing that 50€ got from?" to which I replied "I WON IT!" (you can imagine how annoyed I was by that point).

So things like that can happen even if you deposit without a bonus ...and I hope you get everything straight in the end just the way I did.

[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

I have a similar situation . This problem it's about PurpleLounge.com , starts on 28.06.2011 when I made a deposit of 250£.
They converted a part of my deposit into bonus proportional to some 'wager requirements residue' of my past casino activity .
The retroactivity of wager requirement applying to other next deposits isn't a rule specified in T&C,and I even wasn't noticed about the convertion of my deposit.This is one email in which they explain the situation :

Hello Dan,

We spoke on chat last week about that you had made a deposit of £250, and instead of everything going to your cash £178.51 went to your bonus balance, and £71.49 to your cash balance. The reason for this is because when you played on 13th of June you still had a wagering requirement of 5,355.30, which is 30 times the bonus. Because you didn't meet these requirements from the previous bonuses, the system has automatically put £178.51 into your bonus which equals the amount you need wager to release this bonus, which is 5,355.30.

If you have any further questions, please let us know.
Kind regards
Melissa
Purple Lounge Support

After this I contacted Purple Lounge Casinomeister rep. and I get the following :

Dear Dan,
As you can see from the attachment I sent you last week, your final balance was reduced to 0 before you made your deposit on the 10th and 13th of June (highlighted in blue).Under normal circumstances once you have spent your cash and bonus balance any wagering requirements return to 0 however as you had a game in play the wagering requirements remained on your account. This is all that has happened.

I have removed the bonus balance with the wagering requirements leaving you with your cash balance.

I hope this is a little clearer. If you would like me to send this your financial audit to your email address again please let me know.
Kind Regards,
Casey

I am amazed by Purple Lounge lack of empathy . I tried several times to point the situation with Sam but I ged the same redundant response.
Being so disappointed I decidet to contact LGA Malta on 02.aug, 2011 .
On 20.sep I get first relevant response from Blenheim Frances at LGA "


Dear Dan,
I have been reviewing the information you supplied and the information Purple Lounge supplied.
You are stating you have not received any explanation from Purple Lounge and Purple Lounge are stating you have been informed and a explanation was provided to you.
In your e-mail dated 25th August 2011 you mentioned you had attached some print screens of mails you wanted me to read and file of your gameplay history, there were no attachments with this mail.
Can you send them to me please? In the meantime I am going back to Purple Lounge to request documented information of where they believe they explained the matter to you.
I await the attachments you refer to.

Thanks in advance
Regards
Frances


I send another mail with all printscreens attached individually . Since then I have no response to this situation , I think LGA ignored the printscreens , their investigation being based only on Purple Lounge statement .
Last days because of this big waste of time and energy induced by Purple Lounge I decidet to reguest a withdraw of £71.49 and abandon the case . Since now I received none .
I hope this story will reach many other players who intend to play at Purple Lounge . I'll be happy to know that someone will avoid a similar situation because of my story .