Purple Lounge chaos. Removal of money from account!

[bossplayer]

A friend of mine has registered today to give her feelings on the Casino Bonus that had its terms changed twice today.

She played the bonus about a week or two ago and had it credited to her account soon thereafter......

She had not withdrawn and was playing some poker when she got this email today.

Thank you for playing at Purple Lounge and we hope you are enjoying the Purple Lounge Experience. We are writing to you to let you know that unfortunately your casino bonus has been paid in error. Your bonus payment was made based on your wager requirement including Blackjack. The terms and conditions clearly state that the match deposit bonus excludes the following games for the wagering requirements:

Roulette, American Roulette, Baccarat, European BlackJack, Atlantic City Blackjack, Vegas Strip Blackjack and Craps



You are a valued member of Purple Lounge and as a gesture of our commitment to our members, we will honour the payments up to the value of $300, whether earned on games outside the promotion or not. Obviously, you will not receive any further bonus payments for wagering requirements met on non-qualifying games.



We do appreciate your understanding in this matter and apologise for any inconvenience caused by these incorrect payments. We hope that you continue to enjoy playing at Purple Lounge.



Best Regards

So not only did they screw her, they told her that she violated the terms and they did her a favor by not taking away more.

Can U say retroactive! I wonder if they will be withdrawing money back from peoples neteller accounts that have already withdrawn?

 

[Dirk Diggler]

Ooff - surely not a new one using microgaming software screwing players already?

 

[Casinomeister]

Friendly reminder

Just a friendly reminder:

2. Posting Complaints

2.1 - Complaints against casinos or pokerrooms will only be posted in the "Online Casino and Poker Complaints" forum.

2.2 - Do not post a complaint without notifying the appropriate casino representative by either PM or email. The casino representatives are listed here.

2.3 - Ensure your complaint is free from offensive or abusive language, and that the complaint is tactful and truthful. Making false claims are grounds for banishment or drawn and quartering.
+++++++++++++++++++++++++++++++++++

Please PM the casino rep. Thank you.

 

[bossplayer]

Just a friendly reminder:

2. Posting Complaints

2.1 - Complaints against casinos or pokerrooms will only be posted in the "Online Casino and Poker Complaints" forum.

2.2 - Do not post a complaint without notifying the appropriate casino representative by either PM or email. The casino representatives are listed here.

2.3 - Ensure your complaint is free from offensive or abusive language, and that the complaint is tactful and truthful. Making false claims are grounds for banishment or drawn and quartering.
+++++++++++++++++++++++++++++++++++

Please PM the casino rep. Thank you.

My apologies, didn't think it was my place to PM the casino rep since it isn't my account, I just wanted to let other people know what is going on, or to know what to expect. Should I not have posted? If not, should it be in another section?

 

[purplenaomi]

Hi,

I am writing today to update everybody on the situation of the casino bonus at Purple Lounge.
I must apologize firstly for the confusion caused by this mistake.
The Terms and conditions have been changed twice in the last day or so. The first change was the amount from $1000 to $300. This was changed as the original sum was an introductory offer and has now been changed to $300which will be the ongoing promotion.
The second change was due to a mistake made when the terms and conditions were originally posted and for this we take full responsibility. We have now changed the terms and conditions to what they should have been from the start. Please note that we are looking into every case individually and we are trying to work out something that works for everyone.
I would like to say here that we have re-credited the bonus to the majority of our members.
Again, I apologize for this mix-up. We did not start this promotion in order to scam our members, we have made an honest mistake and I hope that you can accept our apologies. We really do value our members here and I hope this doesn't stop you all from playing at our site.
Thanks,
Naomi

 

[Zoozie]

Hi,
The first change was the amount from $1000 to $300. This was changed as the original sum was an introductory offer

This is up to $12000 per year, absolutely free!

The text is now:
This is up to $3600 per year, absolutely free!

So the original TC was a little misleading besides the obvious mistake allowing BJ. I just cant help myself bringing this up .

But I do believe this is a serious casino and I have had good treatment so far. And their Naomi's involvement on this forum also shows it is a casino that listens to the customers.

Zoozie

 

[truevogue]

Hi!

I was the original person that turned to bossplayer for help on what to do in this situation. I have always trusted Microgaming owners as they seem to be the best.

I was recredited the bonus, so thank you bossplayer.

 

[truevogue]

The text is now:
This is up to $3600 per year, absolutely free!

So the original TC was a little misleading besides the obvious mistake allowing BJ. I just cant help myself bringing this up .

But I do believe this is a serious casino and I have had good treatment so far. And their Naomi's involvement on this forum also shows it is a casino that listens to the customers.

Zoozie

So is it a monthly offer or not? It originally stated a monthly match bonus.... THIS MEANS UP TO $12000 PER YEAR!

 

[Darem1]

This would be worth knowing

For that much matchplay a year, it would be on my laptop, if I decide to continue to play!

 

[Casinomeister]

My apologies, didn't think it was my place to PM the casino rep since it isn't my account, I just wanted to let other people know what is going on, or to know what to expect. Should I not have posted? If not, should it be in another section?

No problem. It's pretty much the responsibility of the thread starter to notify the Casino Rep if they are starting a thread in the complaints section. This forum's main function is to solve problems, and if the casino rep has no idea a problem has been posted - then not much can be solved.

I or the other moderators can do this, but it may not happen for some time after the first posting because we may be busy doing something else. Thanks!

 

[Reptile]

Hi,

I am writing today to update everybody on the situation of the casino bonus at Purple Lounge.
I must apologize firstly for the confusion caused by this mistake.
The Terms and conditions have been changed twice in the last day or so. The first change was the amount from $1000 to $300. This was changed as the original sum was an introductory offer and has now been changed to $300which will be the ongoing promotion.
The second change was due to a mistake made when the terms and conditions were originally posted and for this we take full responsibility. We have now changed the terms and conditions to what they should have been from the start. Please note that we are looking into every case individually and we are trying to work out something that works for everyone.
I would like to say here that we have re-credited the bonus to the majority of our members.
Again, I apologize for this mix-up. We did not start this promotion in order to scam our members, we have made an honest mistake and I hope that you can accept our apologies. We really do value our members here and I hope this doesn't stop you all from playing at our site.
Thanks,
Naomi

Well im a bit confused about what this means for the people who signed up before the changes. Will we be able to clear the bonus according to the old terms (1000$, Blackjack allowed) or is it the new terms that counts? if this is the case then what about wagers made before the changes were made?

 

[Macgyver]

Well im a bit confused about what this means for the people who signed up before the changes. Will we be able to clear the bonus according to the old terms (1000$, Blackjack allowed) or is it the new terms that counts? if this is the case then what about wagers made before the changes were made?

A good casino should hold you to the T&C in effect when you deposited money and accepted the bonus. I've heard a few players who have said Purple Lounge is indeed handling matters this way.

A PM to purplenaomi would probably answer this question, though ...

 

[big_mac]

I emailed their support asking that very question a couple of days ago, but still waiting for a reply.

 

[bossplayer]

I emailed their support asking that very question a couple of days ago, but still waiting for a reply.

I know someone that has emailed 10 times and NO response.

 

[noluckever67]

purple lounge support

I emailed their support asking that very question a couple of days ago, but still waiting for a reply.

Hi
i had a problem with them last week regarding lack of support but was assured by naomi that there problems were all down to teething problems..seems thats just false when so many are having the same problems they have a customer support number but that rings out 24/7 i dont kno what theyre about seems they only reply if someone can be bothered or maybe running a poker sites a bit harder work than they thought however best way is to contact naomi through this site purplenaomi is her ID..i do hope it improves cos its quite a good site but will never play again cos of there lack of support an MJOR thing when it comes to depositing online.

 

[Reptile]

Well its the last day to play for the 1000$ bonus now, and I still havent been able to get an answer to how the new bonusconditions affecks people who signed up before the changes in terms.

I have been told by Purplenaomi that I should have received an e-mail about this last week, and that they are treating everycase differently. However I have received nothing yet.

Has anyone else received an e-mail about this?

 

[Zoozie]

I have not recieved any email and was not aware I was supposed to recieve one.

But it would be a good idea! Most people are probably not aware of the changes in the T&C.

Zoozie