purple-lounge.com refuse to credit bonus on a technicality

Catwoman

Banned - violation of 1.10 (player fraud) and 2.3
Joined
Mar 26, 2004
Location
Leeds
Hi all, just to let you know of the horrible experience I've just had with purple-lounge.com.

They offer a $300 Match Deposit Bonus for the casino, so I deposited $300 from my Purple-lounge account to my Purple-lounge Poker account and proceeded to wager the required amount to have the bonus credited.

I wagered more than the required amount but they're refusing to credit the bonus saying that the deposit between the accounts doesn't count as a deposit. There is nothing in the terms for the offer saying that it doesn't, and I'm amazed that they don't consider it to be. I mean every other place I've ever played do (ladbrokes, victor chandler, bluesq, coral , gala to name but a few) and I've never had this problem with anyone before.

I've tried their contact on this board but they wont budge and now she says they consider the matter closed.

For the record I'm down about $1,500 with them overall.

They obviosly don't value their customers by showing no flexibility on a technicality like this, which I think says an awful lot about them.
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
Catwoman said:
Hi all, just to let you know of the horrible experience I've just had with purple-lounge.com.

They offer a $300 Match Deposit Bonus for the casino, so I deposited $300 from my Purple-lounge account to my Purple-lounge Poker account and proceeded to wager the required amount to have the bonus credited.

I wagered more than the required amount but they're refusing to credit the bonus saying that the deposit between the accounts doesn't count as a deposit. There is nothing in the terms for the offer saying that it doesn't, and I'm amazed that they don't consider it to be. I mean every other place I've ever played do (ladbrokes, victor chandler, bluesq, coral , gala to name but a few) and I've never had this problem with anyone before.

I've tried their contact on this board but they wont budge and now she says they consider the matter closed.

For the record I'm down about $1,500 with them overall.

They obviosly don't value their customers by showing no flexibility on a technicality like this, which I think says an awful lot about them.



Not sure if these are the same T&C as the ones you read, but:

Please note:

• The only deposit that is eligible for this bonus is your first single deposit of every month

• Funds from playing poker can be used to continue to meet the wager requirements. However, you must notify us that your first deposit for that month is to be used for the casino bonus at the time of deposit.

I think the CS were confused just a little bit, as you can use the transfer for the bonus, but, you have to inform them when you make that first deposit.....confusing!!!! I'd say 50/50 on this one on whether you'll get it or not. Maybe less.
 

Dirk Diggler

Dormant account
Joined
Mar 21, 2004
Location
UK
So a player meets the playthrough to get a bonus (losing $1.5K in the process) and they refuse the bonus because they don't consider transfers as deposits (though they don't say this in the terms). :eek2:

I can't believe their rep didn't sort this - this is just a nothing matter and the obvious right thing to do is to give the player the bonus and then put in the terms and conditions that transfers don't count as deposits if they don't want them too.

I also really don't understand why any place wouldn't allow transfers to count as deposits. All you are doing by forcing the player to make a deposit by an external source is costing yourself unecessary fees. Complete and utter stupid business sense.

Is it unreasonable that a player would consider a transfer between accounts to be deposit? Of course not, pretty much every UK online bookmaker counts them because it IS depositing from one account to another.

Catwomen - have you PaB? I'm sure Bryan would be able to make them see sense in a matter as tiny as this.
 

rreevy

Dormant account
Joined
Oct 13, 2005
Location
UK
If you were supposed to contact them before using those funds to qualify for the bonus, and didn't do so, then technically they have the right to refuse the bonus. But frankly, if they're going to withhold it on what seems to me a really tiny technicality, then I personally would take my business elsewhere.
 

karlo

Dormant account
Joined
Jun 27, 2006
Location
malaga
These terms do not seem clear to me at all. Can someone explain what it means. "Funds from playing poker can be used to continueto meet the wager requirements. However, you must notify us that your first deposit for that month is to be used for the casino bonus at the time of deposit. "


Would it be the same as to say: Funds transferred from your poker account to your casino account counts as a deposit, but you must notify us about this at the time of the deposit?

Or does it mean that if you deposited in the casino, got the bonus and lost your money, you can play poker to meet the wager requirement. You just have to notify us about this first?

Sorry I just don't understand this part.

Can anyone clear this up?
 

craig_AA

Banned User
Joined
Jul 14, 2006
Location
UK but work abroad
e-mail them

If i was you i would email there support and according to other posts on here regarding purpl-lounge id take a long vacation and maybe youll have a 1 % chance of a reply time you come home..this is another prima poker room with little or NO support..scandalous
 

carramrod

Dormant account
Joined
Jun 23, 2006
Location
West coast
karlo said:
"Funds from playing poker can be used to continueto meet the wager requirements. However, you must notify us that your first deposit for that month is to be used for the casino bonus at the time of deposit."

I think they're trying to say that if you deposit $300, and lose before meeting the bonus requirements, you can continue to try doing so using other funds in your account. They key seems to be that they want you to actually deposit money and contact them about the bonus beforehand.
 

purplenaomi

Dormant account
Joined
Apr 25, 2006
Location
London Baby
Hello Everyone,

I have been reading this thread since it was started but have until now not wanted to get into a catfight (excuse the pun catwoman) as like she has said we have been corresponding privately and I do consider this particular matter closed.
This particular problem we have had with this player is the only one of its kind which is why I have until now not considered this a general problem and I felt that I had dealt with this particular issue we had with this particular player.
However, now that a number of other posts have appeared where other people are stating that the terms and conditions are unclear, I will ask that the terms and conditions be revised.
For those people who have been reading this thread and adding comments, I would just like to explain that where it says,

"Funds from playing poker can be used to continue to meet the wager requirements. However, you must notify us that your first deposit for that month is to be used for the casino bonus at the time of deposit."

This means that if you lose your money trying to meet the wagering requirements you are able to use other funds that you have in your account to continue to meet the wagering requirements and that you must let us know that you would like to participate in the bonus and that it is your first deposit (by means of any of the deposit methods available on the deposits and withdrawals page of our homepage) that is to be eligible for the bonus.

I hope that this is clear. If anyone is still unsure about it they are welcome to reply to this post or email me directly.

I would also like to say that our customer service department has been improved and we have a wonderful support team that are willing to help all our customers.

Thank you,

Naomi
 

rmarrandino

Dormant account
Joined
Oct 1, 2005
Location
Illinois
So, if I make a deposit I must email support before I start playing to inform them that I intend to play towards the casino bonus?


Also, after I meet the requirements I have to email support again to ask them to credit the bonus.

Is this correct?

Thanks.
 

silcnlayc

Just one more spin pleez!
PABaccred
PABnonaccred
Joined
Sep 20, 2005
Location
Left Hungary
However, you must notify us that your first deposit for that month is to be used for the casino bonus at the time of deposit."
Somewhat like 32Red requires (almost) for a bonus.

Yup...clear as can be to me. :D
 

purplenaomi

Dormant account
Joined
Apr 25, 2006
Location
London Baby
Hi, thanks for your message.

You need to inform Support that you would like to participate in the casino bonus and they will enter you into the campaign. Once the reports are updated everyday, they check to see who has met the requirements and then they credit the bonus. You do not need to email support again. If you want to know how much you have wagered, you can email support and they will let you know.

If yo have anymore questions, just let me know.

Thanks,

Naomi
 

Catwoman

Banned - violation of 1.10 (player fraud) and 2.3
Joined
Mar 26, 2004
Location
Leeds
purplenaomi said:
Hello Everyone,

I have been reading this thread since it was started but have until now not wanted to get into a catfight (excuse the pun catwoman) as like she has said we have been corresponding privately and I do consider this particular matter closed.
This particular problem we have had with this player is the only one of its kind which is why I have until now not considered this a general problem and I felt that I had dealt with this particular issue we had with this particular player.
However, now that a number of other posts have appeared where other people are stating that the terms and conditions are unclear, I will ask that the terms and conditions be revised.
For those people who have been reading this thread and adding comments, I would just like to explain that where it says,

"Funds from playing poker can be used to continue to meet the wager requirements. However, you must notify us that your first deposit for that month is to be used for the casino bonus at the time of deposit."

This means that if you lose your money trying to meet the wagering requirements you are able to use other funds that you have in your account to continue to meet the wagering requirements and that you must let us know that you would like to participate in the bonus and that it is your first deposit (by means of any of the deposit methods available on the deposits and withdrawals page of our homepage) that is to be eligible for the bonus.

I hope that this is clear. If anyone is still unsure about it they are welcome to reply to this post or email me directly.

I would also like to say that our customer service department has been improved and we have a wonderful support team that are willing to help all our customers.

Thank you,

Naomi

So you've asked that the terms and conditions be changed as they are unclear, but you're still refusing to give me the bonus even though I've met the wagering to get it? :eek:

That's really honest and decent of you, I mean how much fairer can you be than to change the terms but STILL deny me the bonus. :what:

You're really showing yourselves to be a very honorable and trustworthy operation.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Catwoman said:
So you've asked that the terms and conditions be changed as they are unclear, but you're still refusing to give me the bonus even though I've met the wagering to get it? :eek:

That's really honest and decent of you, I mean how much fairer can you be than to change the terms but STILL deny me the bonus. :what:

You're really showing yourselves to be a very honorable and trustworthy operation.

I don't really get what you're getting at. Personally, I didn't think that they were unclear, but since Naomi stated that they should be made clearer, you want them to make an exception for your case?

What does that have to do with honor and trustworthiness? Seems like they are doing what they are supposed to do.

And please don't start attacking a casino or casino representative's integrity just because you didn't get some bonus. Thank you.
 
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