I signed up and deposited a bunch of money at this casino about 6 weeks ago. I don't really play poker anymore, I was just playing in the casino. When it asked to give an alias, I just typed something in really quick beacuse I knew I would'nt use it.
After I got their recent email stating they no longer accepted US players, I went to withdraw my funds, as they seem to have a deadline for doing this. I was suprised to see my accont has been locked. I sent a query email. They said that it has been locked because I have used other aliases in their Prima Poker network. I patiently explained via email in response that this must be because of my poker signups that were made years ago in this network, I asked that my balance (I think $700-$1000 or so) be cashed out so that I could move on.
Long story short, after we have gone back and forth a few times, their stance seems to be that I can cashout anytime I want in order to get my money, but that I can't loggin to my account to do this. In effect, they are keeping the money...
... Some version of this email has been sent to me in response the last three times I have communicated with them. Obviously, I deserve my balance paid to me. I didn't even know it was a Prima Poker room went I first signed up there, and even if I did, I wouldn't have thought that quickly entering in an alias and goin about my play in the casino would result in so much havoc. Also, I deposited and played on and off for over a month before their system decided to lock my account for this reason, a reason that was never even made public information to me while I was signing up.
I honestly think this is just some burecratic mistake on their part, dogmaticaly clinging to their "terms" without giving my account a personal overview so that we can clear up this matter, and get my payment made to me. I would normally just call up and hash this out personally with an accounts manager, but only now do I realize they do not have a phone # listed for contact on their site. My emails requesting they provide me with a phone # to call, or to give me a call, have gone unaddressed. Only now of course do I remeber one of the Casinomeister mantra's to avoid casinos that do not provide phone #'s, but hind sight's always 20-20.
Does anyone know how I can contact them? Right now it's looking like I'm out almost a grand for no reason, and I really can't afford that at the moment. The clock's ticking too, only 7 days before they will probably not even respond to my emails anymore.
After I got their recent email stating they no longer accepted US players, I went to withdraw my funds, as they seem to have a deadline for doing this. I was suprised to see my accont has been locked. I sent a query email. They said that it has been locked because I have used other aliases in their Prima Poker network. I patiently explained via email in response that this must be because of my poker signups that were made years ago in this network, I asked that my balance (I think $700-$1000 or so) be cashed out so that I could move on.
Long story short, after we have gone back and forth a few times, their stance seems to be that I can cashout anytime I want in order to get my money, but that I can't loggin to my account to do this. In effect, they are keeping the money...
Dear xxxxxxx,
Thank you for contacting Purple Lounge Support. With regards to your issue, your
account was locked because you have multiple aliases on the Prima Poker network.
Your other alias xxxxxx has been left open but your alias at Purple Lounge has
been locked. Unfortunately we are unable to unlock this alias as it is strictly
against the operating rules to use multiple aliases. Furthermore, unfortunately
we are no longer able to accept bets, rake or wagers from US players until
further notice. As such, your account will remain open for a further 7 days
after which time it will be suspended. All withdrawals must be made before this
time. We regret that this situation has arisen and we are constantly reviewing
it with our legal team. Should our position on this matter change, we will
contact you again to reopen your account.
Best Regards
Martin
Purple Lounge Support
... Some version of this email has been sent to me in response the last three times I have communicated with them. Obviously, I deserve my balance paid to me. I didn't even know it was a Prima Poker room went I first signed up there, and even if I did, I wouldn't have thought that quickly entering in an alias and goin about my play in the casino would result in so much havoc. Also, I deposited and played on and off for over a month before their system decided to lock my account for this reason, a reason that was never even made public information to me while I was signing up.
I honestly think this is just some burecratic mistake on their part, dogmaticaly clinging to their "terms" without giving my account a personal overview so that we can clear up this matter, and get my payment made to me. I would normally just call up and hash this out personally with an accounts manager, but only now do I realize they do not have a phone # listed for contact on their site. My emails requesting they provide me with a phone # to call, or to give me a call, have gone unaddressed. Only now of course do I remeber one of the Casinomeister mantra's to avoid casinos that do not provide phone #'s, but hind sight's always 20-20.
Does anyone know how I can contact them? Right now it's looking like I'm out almost a grand for no reason, and I really can't afford that at the moment. The clock's ticking too, only 7 days before they will probably not even respond to my emails anymore.