Purple Lounge - Can you hear me?

purpletin

Full Member
Joined
Dec 17, 2006
Location
Southampton
My recent experience with Purple Lounge has been less than impressive.

I have been playing there for around 18 months and do their Sunday match bonuses and also their happy hour bonus during the week.

I was lucky enough to win, make the WR and then make a withdrawal. Now guess what, my account has been locked!! :mad:

I have emailed them 3 times over the last 7 days asking why I can't log in but so far have been ignored at every turn. i would pm the rep here on the site but can see from her profile she has not visited since February.

This is a casino on the accredited list so I cannot understand my treatment from them. I am meticulous in my casino records and can see that even with my recent withdrawal of £1400 I am still almost a grand "down" over the past 18 months.

If they have banned me for winning, for playing with bonuses too often or simply because my name is too similar to theirs I do not care. I just would like someone from Purple Lounge to SPEAK TO ME!!

Rant over.
 
My recent experience with Purple Lounge has been less than impressive.

I have been playing there for around 18 months and do their Sunday match bonuses and also their happy hour bonus during the week.

I was lucky enough to win, make the WR and then make a withdrawal. Now guess what, my account has been locked!! :mad:

I have emailed them 3 times over the last 7 days asking why I can't log in but so far have been ignored at every turn. i would pm the rep here on the site but can see from her profile she has not visited since February.

This is a casino on the accredited list so I cannot understand my treatment from them. I am meticulous in my casino records and can see that even with my recent withdrawal of £1400 I am still almost a grand "down" over the past 18 months.

If they have banned me for winning, for playing with bonuses too often or simply because my name is too similar to theirs I do not care. I just would like someone from Purple Lounge to SPEAK TO ME!!

Rant over.

Hi.
This probably a bonus abuse or suspected fraud issue from their side as these are usually the issues where Casinos do not take the trouble to say screw you before closing a players account.
I would say no more and just PAB if you can not get a response from them and believe you are in the right.
 
This happened before, see the thread below.

https://www.casinomeister.com/forum...-account-locked-for-this-reason.32969/?nojs=1

But if you're really 1K down there, I wonder why my account is still open..:confused:
I'll never understand that policy of closing/bonusbanning players because they were lucky enough to win some.

I would PM the rep. here anyway, they are accredited, so you should get a reply.
They get email notifications if they receive a PM, so it shouldn't take long.
 
Hi Purpletin,

My apologies for you not getting a response from CS, although at this time I do not know the reason for that.

Your account with us has been closed for the simple reason that we no longer wish to have your business. I wish you good luck with your play elsewhere.

Regards,
Jody
 
Hi Purpletin,

My apologies for you not getting a response from CS, although at this time I do not know the reason for that.

Your account with us has been closed for the simple reason that we no longer wish to have your business. I wish you good luck with your play elsewhere.

Regards,
Jody

That was a real impressive reply - NOT.

You are free not to have anyone's business but please be a little more considerate. I hope you would at least be a bit nicer in a pm to the OP informing him/her of the reasons.
 
I was a little up at PL casino but this February my casino account was locked.

They emailed me back pretty fast though:"Unfortunately the casino management have decided that they no longer wish to have your custom at Purple Lounge, and so your account has been locked."

Strange decision,to say the least. I had some wins but they were from slots.At tables I lost in absolutely insane way.No reason to be labelled as an advantage player.Bonuses,of course.But I'd withdraw more without using HH bonuses, lol.

Anyway,I'd rate my experience at PL as 12 of 10.

As for not receiving a reply-it seems to be a general tendency. Casinos like to talk about courtesy an even make"courtesy calls":D but often prefer just ignore players emails.Many casinos already implemented this approach and this is maybe one of many signs online casinos send us for a pretty long time already,lol."Move on,buddy.Use your money wisely.Somewhere else."

And if things like this can happen even at such casino as PL-what to expect from others? Sigh.
 
Is this place for real. Fancy telling you they no longer wish to have your custom. What a loser of a casino. I have never played there and now I never will. I cant believe places like this still exist and are on the accreddited list. I dont think so, They need to get a life. They dont tell you they dont want your money. You tell them you dont want to deposit there. Unbelievable
 
Is this place for real. Fancy telling you they no longer wish to have your custom. What a loser of a casino. I have never played there and now I never will. I cant believe places like this still exist and are on the accreddited list. I dont think so, They need to get a life. They dont tell you they dont want your money. You tell them you dont want to deposit there. Unbelievable

Ditto on that.
Wow, what a disgusting way to treat a loyal player at your casino.:eek:
You really bluntly get right to the point Jody, i hope you gave purpletin more detail into why his 'business' isn't good enough for you.
I for one am sure glad i never played at your casino.
Maybe it's just you like the sharks and the smaller fish can bugger off if they start to bite you back.
 
Just playing devils advocate and saying there may be more to this than meets the eye. Now shoot me :D

Freddy
 
Hi Purpletin,

My apologies for you not getting a response from CS, although at this time I do not know the reason for that.

Your account with us has been closed for the simple reason that we no longer wish to have your business. I wish you good luck with your play elsewhere.

Regards,
Jody

This seems to be the norm from this casino. I respect the fact that you can kick out anyone for any reason. But I think casinomeister should remove this casino from the accredit list. Why should such a place be accredited here? If they are gonna kick off winners at any giving moment; and have a history of doing so. IMHO, this is a play at your own risk casino.
 
Jody you are a terrible casino rep. I can only imagine what your bosses are like with the attitude you have. Bryan you should really re consider purple lounge as being accredited here imo.
 
This seems to be the norm from this casino. I respect the fact that you can kick out anyone for any reason. But I think casinomeister should remove this casino from the accredit list. Why should such a place be accredited here? If they are gonna kick off winners at any giving moment; and have a history of doing so. IMHO, this is a play at your own risk casino.

This is exactly how I see it. Assuming that there is nothing more going on here than what has been stated publicly, while casinos can technically refuse any customer for any reason, in order to maintain accreditation here at CM, I feel a casino should have a specific compelling reason for closing accounts, since if the games are fair, the presumption is that the casino will always win in the long run, no matter how well a player does at any one point in time, and closing an account in the wake of a big win is very unfair.
 
Hi Everyone,

I am sorry that some of you are getting upset about this, Purpletin asked for a response as he had not had any from our customer service team (which I am still investigating) and so I replied.

For commercial reasons I cannot give any details as to the reason Purpletin's account at Purple Lounge was closed either here or privately, however I can state that it was not because he won.

The simple fact is Purple Lounge do not ban people just for winning, something that other members of this board could vouch for.

Regards,
Jody
 
Hi Everyone,

I am sorry that some of you are getting upset about this, Purpletin asked for a response as he had not had any from our customer service team (which I am still investigating) and so I replied.

For commercial reasons I cannot give any details as to the reason Purpletin's account at Purple Lounge was closed either here or privately, however I can state that it was not because he won.

The simple fact is Purple Lounge do not ban people just for winning, something that other members of this board could vouch for.

Regards,
Jody

I'm sorry, but thats bs.
Ofcourse every casino has the right to refuse a player, altough I still believe its a stupid thing to do.
But if a player gets booted, I think the least a casino can do is tell him/her what the player has done wrong.

And for 'commercial reasons'?
That means if you tell him you might lose players?
Kewl..:rolleyes:

And yes, I've won at PL several times, I might even be up a little, and I've so far been impressed by the customer service and fast payouts.
But knowing I can get my a$$ banned any minute without even knowing the reason why doesn't leave me with a comfortable feeling.

Getting banned for no reason is not fun for any player, I can tell from experience, it feels like an insult.:mad:
 
My post is not directly related to Purple Lounge. Seriously, all Malta-licensed casinos should stop this banning nonsense, as long as they wish to rely on the "free movement of goods" argument when providing service within the EU (same applies for bookies limiting you to $2 bets).
There should not be such a thing like "Your account with us has been closed for the simple reason that we no longer wish to have your business." This does not work. If they would like to have the same freedom to provide services like national gambling companies, they should also respect the equal rights principle. I have never heard that State Lottery banned people.
This whole banning stuff reminds me a saying in my language about the priest who drinks wine but praises water.
 
I'm sorry, but thats bs.

And for 'commercial reasons'?
That means if you tell him you might lose players?

Which part are you saying is BS?

Commercial Reasons - if Purple Lounge gave a full explanation we would probably end up with MORE players, just not the type we want.


gerilege - I'm not sure how your argument would apply here, particularly as Purple Lounge is not restricting service to any country, but to an individual.

AudiManinBoro - You are of course entitled to your opinion on my ability, although you seem quick to judge me on just one post?

With regards CM accreditation, I am unsure which standard Purple Lounge being is judged to have broken, however the final judgement is of course down to Bryan.
 
...sniff..
gerilege - I'm not sure how your argument would apply here, particularly as Purple Lounge is not restricting service to any country, but to an individual.
...sniff...
Thank you for your reply. Side-comment: I fully accept that Purple Lounge does not restrict its service to countries, but I can also confirm there are some other casinos licensed in Malta who do (surprisingly even there is one Microgaming casino)
My argument is rather an early warning about a long-term issue. Malta-based casinos are saying that they are based in an E.U country and are licensed in an EU country, so they can provide service to any other individual in another EU country, which is true. Still, a lot of individual national goverments in EU countries are saying that they did not provide a gambling license to those Malta casinos, so they are operating illegally. Once - with hard work - you hopefully reach a point where individual goverments will admit that you are indeed offering service to their citizens legally, suddenly all consumer interest facilities which exist in different countries will have/use the chance to start a massive attack against those terms&conditions which give basis to deny service to individuals, based on on one hand the #5 main consumer right EU common principle (fair contract), on the other hand the no discrimination principle (the banning/limiting practice imho falls into the "other discrimination" cathegory). Btw. even at the moment, I would give a ~10% chance that one could actually win a trial lawsuit based on the "fair contract" consumer principle against a Malta-based casino who reserve the right in its T&C to terminate service from individuals without giving a valid reason.
 
So the OP was paid their winnings before the account was closed?
That changes things for me as I thought they had not been paid.
No need for a PAB.

This certainly looks as though player has been flagged as a bonus abuser - that ridiculous term whereby a player winning on a bonus qualifies as an abuse of the spirit in which it was intended. :p

Assuming this is not fraud related

The OP has done the right thing by complaining. I mean being ignored by CS who did not even have the courtesy to inform the player their account has been closed just screams, amateurs!

Even a Casino that considers itself to have the moral high ground (yeah right) should maintain a professional level of courtesy.
Then for the Rep to come here with a dismissive attitude just compounds the image of cowboy organisation.

Ultimately though the player should consider it a favour that he is no longer with such an arrogant Casino and they have no way of taking back their winnings. ;)
 
Based on what has been said in this thread, the only thing that Jody did wrong was make that statement about the OPs account in public.....this most certainly should have been done via PM, with the OP being left to decide if they wanted to share it with everyone else. The exact reason/s isnt really our business - the important thing is that the player is informed personally.

Jody should have just said "I have sent the OP a PM to give them details about their account closure and I apologise that you have not received a reply to your emails" or something similar. Instead, she said they 'no longer wanted his custom' which makes the OP sound 'dodgy' given that no other details were provided, which is unfair to the player IMO.

If the OP did something 'wrong' or fraudulent, then Jody should say so (no need to share the details of course). If not, she should apologise not for 'upsetting some people' but for posting in public what should have been said in private.

For commercial reasons I cannot give any details as to the reason Purpletin's account at Purple Lounge was closed either here or privately, however I can state that it was not because he won
.

Publicly - fair enough. However, you should at least give the player something a bit more tangible privately. Thus far you have said 'he isnt welcome at our casino any more, but not because he is a winner' - well there isnt too many other reasons left to consider, and most of them arent very complimentary.

IMO any casino has the right to decide who they want as a customer, however it has to be done with some professionalism. The OP posted here as they were upset about not being treated professionally, and as a result it has created some negative publicity about the PL brand. I cant see how that is a good thing for the casino.

Now lets see if Jody can show that she really is a professional :)



P.S. Now who was saying I always stand up for the casino.......
 
Hi Purpletin,

My apologies for you not getting a response from CS, although at this time I do not know the reason for that.

Your account with us has been closed for the simple reason that we no longer wish to have your business. I wish you good luck with your play elsewhere.

Regards,
Jody

Alrighty then, if you think THIS was the proper way to answer a player who asked simply for a reason, I can not imagine why you are accredited here.

I can't even imagine how many players you succeeded in turning away from your casino with your post(s). I am sure your superiors would be unhappy over all this negative feedback. If you had PM'd him this, then he would have the choice of whether to make this issue public.

I believe in casinos having a right to turn away players they do not want, there is still a level of decency to be upheld.
 
This does look like the OP did nothing wrong, but losing ONLY 1000 over 18 months was simply not good enough, and this made it not worth the while continuing to provide a service.

What worries me is that this banning is now extending to players who do not "lose fast enough", as well as those who win too much.

I cannot see what the problem would be with having more players who take 18 months to lose 1000, as these 1000 losses would add up.

I am ahead at Purple Lounge, so maybe I should take the hint and quit whilst I am ahead, as surely I am not profitable, since I have been playing far longer than 18 months, and am further ahead now than I ever was. I would rather NOT lose a fair chunk of this back, and THEN be told "your custom is no longer welcome".

It reminds me of a story posted here some while ago, about a woman who visited her local casino each week for YEARS, but only spent a tenner. One day, she won a fortune, but the next visit, she AGAIN only spent her usual tenner. The casino barred her on the grounds that they would NEVER win back the money she had won, so were not prepared to have her weekly tenner any longer. It is a story of greed, as a tenner is still a tenner, and they certainly thought it worth having from her BEFORE her big win.

Unlike B & M casinos, there is no issue of "crowding" by letting in those minnows who only lose slowly, it does NOT create an extra seat for that "whale".

It does seem that PL are beginning to make a habit of closing accounts purely because players are "not commercially viable", rather than because they have done something wrong, or even "abused" a bonus or two.

There is no need for the rep to tell us why the OP was banned, the OP could simply tell us EXACTLY what his "strategy" consisted of, and we could perhaps work it out for ourselves, if only to AVOID getting banned with OUR "strategy".

I have already heard of one player who got banned by Purple Lounge simply because they only played Video Poker, and mainly All Aces. They simply got lucky, and got a few of the big hits, and this put them ahead. The house edge is wafer thin for this game, BUT it IS there, and WILL get the player in the long term. The VARIANCE is also very high.

After my big slots win early this year, I uninstalled Purple Lounge, because I had read about players getting banned, and fully expected to be banned myself (it was a 25K+ win:D). After a month, I got offered a couple of special bonuses, and early this month, had a more modest upswing, around 3K.

I am thinking I might as well uninstall again, because surely NOW I am "no longer commercially viable", but I would rather walk out the door with my pride (and winnings) intact, and not find it barred on my next visit.:p
 

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