Purple Lounge - review

[Let_It_Ride]

Originally Posted by Rettahs

Oh and I apologize Let it Ride if I am bringing up a sore subject and it is good that you talked to them about all the options.

no worries, however I prefer if we try and keep this post on track, it's about Purple Lounge review and not me

[Rettahs]

Originally Posted by Let_It_Ride

no worries, however I prefer if we try and keep this post on track, it's about Purple Lounge review and not me

No problem, sounds like a decent place to play at. :-)

[purplenaomi]

Hello everyone.

Thank you very much to Let_it_ride for starting this thread. It is always great to hear what our players think and this is how we improve our services and how we run things at Purple Lounge.
Having read the review, I do believe you have some really valid points:

All good points about support in general, thank you! But you are right it would be better to have ALL support options 24/7. This is something we are DEFINITELY talking about here and we will hopefully have it ready soon
And yes all payouts should be made available at the weekend! Another thing I will be bringing up in my meeting with the big bad boss next week.
The seven hours that you waited for your response suprises me actually, I will have a word with the support manager and see if I can find out why that was.

I also just wanted to say that you have nothing to worry about, there will always be a responsible person on the forum for players. Purple Lounge employees have strict tests before they get to work here. We have to be very sweet and straight (not bitter and twisted) and of course professional. It also helps to look like the face of Purple who is Aylar and not me unfortunately! (for the boys of course!)

Thanks again and please contact me if you have any questions or concerns.

Naomi

[Nifty29]

Thanks for hanging around Naomi - its always nice to see casino reps listening to players.

My only problem with PL is the signup bonus terms, which are 25x (D+B). It is really steep compared to most MG casinos, which use the clearplay system and have 30 x B terms. I dont always deposit with a bonus, but when I do I want a fair chance at winning - understanding of course that the casino should have one too - so these terms will keep me away I'm afraid.

Again, we all appreciate your time here at the forums

[Let_It_Ride]

my deposit just now went through okay, shows up in the account history but the funds did not appear in my casino account

online support is offline again even though the website says they should be available mon - fri 9am - 2am BST

I just don't know this casino well enough to know if I should be worried or not, but looks like a gaming free weekend for me. Could be worse it could be raining as well

over to you Naomi.

[Let_It_Ride]

Now I am WORRIED, support have just emailed me and asked for various documents before they say they can process my withdrawal

What #$%#$%#@ withdrawal, I wrote to them about my deposit which went through okay but the funds did not appear in my casino account.

I'm too pissed to even think about gambling now

[lojo]

Originally Posted by Let_It_Ride

Now I am WORRIED, support have just emailed me and asked for various documents before they say they can process my withdrawal

What #$%#$%#@ withdrawal, I wrote to them about my deposit which went through okay but the funds did not appear in my casino account.

I'm too pissed to even think about gambling now

I'd go for a withdrawal over a deposit any day

Time to jog or write another review? I hate gambling mad, I always lose when I do. Bad reinforcement too.

You have nothing to worry about with Purple, Naomi will cover ya. She's a sweetheart. Now if I could only play there... someday we Yanks can go purple too

[Let_It_Ride]

Originally Posted by Let_It_Ride

good points

- super fast payout, less then 2 hours to my neteller account and no stupid document requests

TBA

- I've sent an email to your support earlier today, it will be good to see how fast they are and if they are able to reply to my query

- moving above good point to bad point, as they have now asked me to provide them with docs, even though they have paid me several time this week. Also this was in response to my email to them about my missing 200GBP deposit.

- just noticed they have NO phone number for support

- also note to support, read the customers email, understand and digest before you fire of a reply, 99% of the time you've failed to understand the issue or have provided a nonsence reply.

Originally Posted by lojo

I'd go for a withdrawal over a deposit any day

Time to jog or write another review? I hate gambling mad, I always lose when I do. Bad reinforcement too.

You have nothing to worry about with Purple, Naomi will cover ya. She's a sweetheart. Now if I could only play there... someday we Yanks can go purple too

will go jogging once I've stopped hitting my head against this purple brick wall

I'm sure Naomi will but she is probably chillin over the weekend and has every right to, however as players we need quality service over the weekend as well, hell these guys are in the UK where almost everything is 24/7 now.

[lojo]

Originally Posted by Let_It_Ride

-
will go jogging once I've stopped hitting my head against this purple brick wall

Patience, my friend. She told you earlier that weekend work will be considered when she goes to the table with your issue.

Lets do the math on '99% of the time' not. It's a solid and up and coming operation. I think you have been handled nicely. We can't all put in a dollar and win a car, put in another dollar and win another car. I'm sure that your attention here will be carried to the top to help make them a better operation. Naomi said she'd take care, she will.

Have you got ants in your pants? You're not going to go chasing a loss over this are you?

Looks like rain, pull up your fog collar and enjoy the weekend drizzle

[purplenaomi]

Hello,

I would like to let you all know that we have resolved the problems Let_It_Ride has experienced with us this weekend.

We have had a meeting this morning to discuss this review and the support problems experienced by Let_It_Ride. As a result we will be adding a phone number to our support contact details as an extra option, (we do have a phone number listed on the site at the moment, but it isn’t listed under support). We are about to change our number and once we do, it will be added to our support contact details.

It has been brought to our attention that our live chat was not available as it should have been on Friday evening and we are now investigating the reasons behind this. I would like to apologise for any problems this may have caused to our players. As previously mentioned we are looking into extending our support to cover 24/7.

It is still early days for us with regards the new casino and we are still ironing out all our teething problems, which includes improving our support! Customer support is integral to us and we hope to avoid any of our players experiencing any problems or lack of support in the future.


Naomi

Lojo – Thanks for the calming words! Much appreciated.