Purple Lounge - review

[Let_It_Ride]

I thought I'd start a new post on this as it's not everyday we get asked and maybe we'll be able to effect some change.

(If anyone has had a look at our new casino, I would greatly appreciate any feedback anyone has)

Thanks

Naomi

Hi, had 55GBP in my Neteller account that I was unable to withdraw (don't ask) so thought I'd give your casino a spin and glad I did

good points

- love the colours of your website, purple is it?
- even better love the sexy lady (is it you Naomi)?
- super fast payout, less then 2 hours to my neteller account and no stupid document requests
- didn't see a reverse withdrawal button anywhere
- judging by your posts here, it's good to see you believe in customer service, please don't end up bitter and twisted like some of the other reps on here (I know us players can be a real pain in the arse at times)
- I won!

bad points (well they're not really bad bad points)

- got to agree the banking screen(s) are a bit confusing compared to other MG casinos
- was a bit bummed when I found you charge a fee to withdraw, however if you keep up the fast payout service then I'm willing to pay
- having said that I see you don't process over the weekend! If you want to be the best then process payouts over the weekend, you'll win lots of customers
- live (online) support has been unavailable since yesterday, better you don't offer this service if it's not available 24/7

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
- will post more as and when I come across further points

hope this helps

 

[Let_It_Ride]

more feed back

more good points

- good to see the name of the CEO on the webpage, always helps to know who is behind the casino
- did I meantion the sexy gal!

bad points

- average reply times to emails was 7 hours, far too long compared to other casinos
- CS only responded to one part of my email, why is it so difficult to find staff who can read an email and deal with ALL the points raised?

- no cash check button, eventually found need to click, bank, my account, accounts, history and even then you can't see the staus of your withdrawal
- decent enough service monday - friday 9am - 5pm, but outside of these times forget it! I don't have the stats but I'm sure most people play evenings and weekends so it is at these times you need to provide more CS staff, account staff, security staff and management

 

[Rettahs]

Oh, I know I am going to regret asking this but I just can't resist .


Did you find out about their Banning policy to make sure they will ban you for life when you ask them to?

 

[fcat]

Oh, I know I am going to regret asking this but I just can't resist .


Did you find out about their Banning policy to make sure they will ban you for life when you ask them to?

Geez rettah, only a problem gambler would ask that and how do you know your a problem gambler until its too late?

 

[Let_It_Ride]

Oh, I know I am going to regret asking this but I just can't resist .


Did you find out about their Banning policy to make sure they will ban you for life when you ask them to?

As a matter of fact, I did, it is up to the player (addict) to state the required period of time when asking for the ban.

Thanks for raising this valid point.

 

[Rettahs]

As a matter of fact, I did, it is up to the player (addict) to state the required period of time when asking for the ban.

Thanks for raising this valid point.

I sort of figured you would have asked them that but didn't see it in your review .

 

[Rettahs]

Geez rettah, only a problem gambler would ask that and how do you know your a problem gambler until its too late?

Geez, uumm hello, it was a valid question and one I was sure that they asked but left out of the review .

 

[fcat]

Geez, uumm hello, it was a valid question and one I was sure that they asked but left out of the review .

Valid point, and maybe I should have asked the question differently, such as how does one know that they finally have a gambling problem, and at what point
do they ask the casino to ban them?i

 

[Rettahs]

Valid point, and maybe I should have asked the question differently, such as how does one know that they finally have a gambling problem, and at what point
do they ask the casino to ban them?i

I guess it all depends on the gambler but in let it rides case he is a self proclaimed problem gambler (No offense meant there let it ride) as covered in this earlier thread

https://www.casinomeister.com/forums/threads/im-such-an-idiot-to-start-playing-online-again.18082/

So for him he is aware and I was sure he asked about the self banning.

I myself have asked to be banned from all Rival software based casinos since I caught myself chasing the losing sessions there more than on any other online casino platform. I enjoyed the games but was spending too much chasing a loss so it was easier and rather refreshing to send them an email asking them to permanently ban me.

It is good to know the policy on self banning since it can come in handy if you catch yourself getting in too deep as let it ride found out and was covered in his thread there. Different places handle the banning in different manners.

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.

 

[Casinomeister]

Thanks for the thoughtful review, Let_It_Ride.

And that's not Naomi by the way.

She's out of town for the time being, so she won't have a chance to respond to this until later in the week. And lest we forget - they are listed at Casinomeister here:
https://www.casinomeister.com/accredited-casinos/
(shameless plug)

 

[Let_It_Ride]

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]

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]

missing funds

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]

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]

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.

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]

-
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

You do not have permission to view link Log in or register now.

, 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 isnt 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.
:notworthy

 

[SuitedPower]

Hi guys

Good review, and awesome thumbs up to purple for replying to this thread and obviously taking notice of what we are saying. I have a couple of questions if you dont mind purple? I think Id far rather trust your answers than generic support answers.

1). I have an old puprle lounge account from when you very first opened the first time. I claimed the sign up bonus on that old flash casino you had. Am I eligible/allowed to claim the 200 slots bonus (ima slots junkie) on your new one?

2) Your webpage lists the 200 slots only bonus as having run out on the 1st july. Are you running it again this month?

Thanks,

SP

 

[Nifty29]

Hi Naomi

Is there any likelihood that the signup bonus terms will change at all?

Its very confusing to have the EzBonus system in place with wagering requirements that dont seem to fit with it e.g. 25 x D+B but only 10% counts towards Video Poker etc so it is really 250 x D+B, even though it isnt a slots only bonus. Hope that makes sense

 

[purplenaomi]

answers!

Hello,

Thanks for your questions guys.

SuitedPower

1) Yes, if you have not played through one of the new bonuses for our download casino, regardlesss of having played the bonus for the flash casino, you will be eligible to participate. Go slots Crazy!

2) Yes, we will be runnning the slots bonus again through July.

Nifty29

Yes, there is a chance that we will change these terms and conditions. As you know this Casino is new for us and we want to make sure that it works. For you and for us! If we find the terms and conditions are too tight then we will loosen them. We just couldn' take the chance with loose terms and then having to tighten them. Coz we all know what happens when we try to do something like that!
The reason why some of the games are a low % is because we wanted to include them in the bonuses. Alot of Casino's have to exclude many games as bonuses can be so easily abused unfortunately and we wanted to avoid that but also let you guys have the games you want. Like I say, these terms may change.... keep your eyes peeled! Or I will come and let you know.


I want to take this opportunity actually to say that I will be leaving Purple in a month's time. I am not jumping ship for a better one (coz there isn't one) but having a bit of a lifechange. I will be passing over to my more than capable colleague Zelda within the next couple of weeks. You will probably hear from me again but I would just like to say thank you, its been fun and stay well. And of course, good luck and win big!

Naomi xx

 

[SuitedPower]

Thanks naomi. Enjoy the lifechange

 

[Zoozie]

Hi Naomi
Its very confusing to have the EzBonus system in place with wagering requirements that dont seem to fit with it e.g. 25 x D+B but only 10% counts towards Video Poker etc so it is really 250 x D+B, even though it isnt a slots only bonus. Hope that makes sense

Very confusing! Especially if players are used to the MG EzBonus as it was intended and is at most other MG casinos.

It is not really an EzBonus since you can not withdraw your non-bonus money whenever you want. It is a combination of the worst from the old MG bonus system and the worst of the new EzBonus system.

1) You must complete wagering before withdrawal (Taken from old system)
2) Wagering are weighted by games (Taken from the real EZ bonus system)

The term:" # You must then wager $10,000 which equals $200 x 25 worth of bets on "Casino Games" qualifying games only before you can request a withdrawal " is actually not correct in itself. You have to combine it with the weights.
(and btw 200*25=5000 and not 10000 - embarrasing...)

It would be correct to write that you must wager up to 125.000$ with a 100$ deposit. (if playing only blackjack)

Zoozie