Purple Lounge unclear deposit method (was pain in the ass)

[Rusty]

Thank you Purple lounge for wasting my time.
Advertising that you take moneybookers on your home page and then only giving the option to use Neteller once I have opened an account and downloaded your software kinda makes me MAD
I do'nt want to use Neteller because like yourselves they are a pain in the ass!

I only tried there because I went to log in to my 32 Red account and was politely informed my account was locked. It was fine a few days ago no problems, no emails, no nothing and I really can not be bothered to find out for what BS reason it is locked.
Online gaming what a joy.....

OK 32 Red deserve an apology.
Just been back to their live help and after some time and confusion I found out I was using an old account number that I had closed back in 2005!
Why the hell my pc wanted to use that I have no idea but anyway it all sorted now...big sigh
Sorry 32 Red...see I'm a pussycat

 

[Swede]

Bummer Rusty. But 32 can solve pretty much any problem, even above and beyond their duties(I almost got a date with one of the live help gals once, won't give her name tho)

Purple Naomi is here on the forum and I'm sure your issue can be discussed. Tell her just this and she'll understand, I'm sure.

PS - How's it going, winning casinowise?

 

[Rusty]

Bummer Rusty. But 32 can solve pretty much any problem, even above and beyond their duties(I almost got a date with one of the live help gals once, won't give her name tho)

Purple Naomi is here on the forum and I'm sure your issue can be discussed. Tell her just this and she'll understand, I'm sure.

PS - How's it going, winning casinowise?

Did you say winning wise?

Haha 32 Red said they would send me a new password, still no password
back to live chat;

Rosanne: Thank you for contacting us, . My name is Rosanne, how can I help?
Me:hi iwas told i would be sent a new password via email and I have not received one
Me:I was chatting to pritash
Rosanne: I am just checking your account now, I won't be a moment.
Rosanne: Your account nuber is *****.
Rosanne: Your password has been reset but unfortunately, the message failed to deliver to you.
Me:i know that is why i am here
Rosanne: Is it possible that you can re - open a new chat, do not divulge your account number and I can give you the password?
Me:you can not tell me now?
Rosanne: If you can come on and just confirm your name and postcode.
Me:but not now?
Rosanne: No, we do not do that for security reasons, we don;t give out the password and account number to gether.
Rosanne: I will answer the chat.
Mek i will come straight bak

Oh joy, back into live chat;

Steve: Thank you for contacting us, me. My name is Steve, how can I help?



Ahh but I got there in the end.

5:30pm decide to have a game of poker
7:35pm decide to still have that game of poker

Not 32 Reds fault and thanks to the Girls and guys there for helping.
All I need now is to have my pock As cracked 1st hand, you will hear the scream from your windows

 

[Rusty]

Ahahahhahahahahahhahahahhahhahahahahahha.
Ohhhhhhhhh
Ahahahahahahahhahahahahahhaahhahah
deep breath.
OK just tried to upload funds to my moneybookers account and.......
Your Debit/Credit card payments have been locked for 24Hours this can not be changed by you or our service team.
Try again tomorrow.
WTF is going on!
I swear it is a conspiracy.
OK I will just have to use my card at 32 Red...watch this space

 

[Rusty]

Yup, just as I thought my old card is on there and it won't let me add a new one. Back to live chat..now 8:04pm and yes this is 100% genuine.

Update:
Rosanne: Thank you for contacting us, . My name is Rosanne, how can I help?
Me:Hi, I want to add a card as the old one has expired but it wont let me
Me:i will play poker today...i will
Rosanne: I am just checking your account now, I won't be a moment.
Mek ty
Rosanne: I have removed the old card for you, so you should now be able to add a new one.
Me:thank you
Rosanne: You are very welcome.
Rosanne: Bye for now.
Me:have a nice evening...better than mine

OK filled in all my details and it will not accept the transaction.
Very strange as I know there are funds in the account.
Maybe my Bank blocking these transactions?

UPDATE:
After another long chat with CS seems my Bank is not authorising transactions on that card :O
Well I am not using my VISA I have had enough, I surrender..
Just hope it is nothing serious going on with my Bank account...

 

[vinylweatherman]

Crumbs

Anyone would think you were AMERICAN with all this deposit trouble.

UK card companies are cracking down though, and may be reluctant to allow gaming transactions even where they did so before. I found my Lloyds VISA card will not accept such transactions, and it was a DEBIT card. Barclaycard so far is the most reliable UK card for gambling, still treated as purchases, the rest treat such transactions as cash advances, and apply more stringent limits, as well as charging interest at the higher cash rate from day one.

I am interested in how you managed to download Purple Lounge, was this the Poker or the casino? The casino is still billed as Flash only, and the download was put on hold because of the many problems Viper casino lobbies were giving players earlier.

The reason your PC "remembered" that long dead account was due to remnant registry keys. These hold on to the account number, and when you reinstalled, this would cause the registration/activation screen to be bypassed with you getting the normal login prompt with the password needing to be entered. If you have used more than one computer, this could become confusing.
I never close accounts, I just stop using them, but make a note I have had them. This should prevent me from falling into the "multiple account" trap by accident unless the casino has done some serious rebranding to look brand new and unrelated to the earlier site. So far, only my accounts at Main Street have suffered this fate, and I have made special note so that I can track them from Playtech to the new RTG platforms. I have actually ended up with TWO accounts at one, due to a couple of the skins being closed rather than ported to RTG.
It's a good job you had this mishap with 32Red, rather than one of the less reputable sites who might seek to use this as an excuse to void winnings.

 

[Rusty]

It was poker at purple lounge and yeah I have more than one pc so that explains the account thing.
Never had problems with this debit card before except for one time with moneybookers but it worked the next day that time.
Hopefully it is just some weird glitch.

 

[Pinababy69]

My God Rusty, I would have pulled every last hair from my head.....well okay, just the grey ones, lol. Nightmare city. And I have indeed had days like that. Usually when I've been looking forward to playing for a week or more.

 

[KasinoKing]

Blimey - what a rigmarole!

I hope you get it sorted in time for tonight's CM Members tourney - at the moment it's looks like I'll be just playing with myself...
(Alone that is! )

KK

 

[cynthial]

KK, are you still Master of Your Domain, or not?

 

[KasinoKing]

KK, are you still Master of Your Domain, or not?

You're joking! No Way.
The 'little one who must be obeyed' has to stand on a chair, but she gets her thumb there somehow!

 

[The Dude]

Eh?

Hey Rusty,

I'm a little confused here. Are you having a problem at 32Red or Purple Lounge? I want to direct the right people to this thread, but I can't if I can't figure out what/who you're complaining about.

 

[Rusty]

Hey Rusty,

I'm a little confused here. Are you having a problem at 32Red or Purple Lounge? I want to direct the right people to this thread, but I can't if I can't figure out what/who you're complaining about.

Purple lounge.
They advertise that they take moneybookers when infact they do not.
I went there because my account appeared to be locked at 32 Red.
So I was doubly wound up ater wasting more time opening an account there.
Went back to 32 Red and they sorted my account out for me.
Went to moneybookers to deposit and found my account was locked for 24 hours??? no idea why.
Went back to 32 Red to deposit with my debit card and all transactions were refused.no idea why.
Everything works again now but it was a strange and worrying evening.
How could you find any of that confusing?

 

[winbig]

You're joking! No Way.
The 'little one who must be obeyed' has to stand on a chair, but she gets her thumb there somehow!

I take it you've never watched Seinfeld

 

[cynthial]

Yeah, I meant Seinfeld.

Just what "little one" were you referring to KK? I don't think it's the same "little one" I was referring to.

Now I am blushing.

 

[winbig]

Yeah, I meant Seinfeld.

Just what "little one" were you referring to KK? I don't think it's the same "little one" I was referring to.

Now I am blushing.

And I was wondering how the thumb came into play

I think it has something to do with a blue Muppet...

Wait, I don't want to know

 

[tencardcharlie]

 

[KasinoKing]

I take it you've never watched Seinfeld

I don't watch television - it distracts from my gambling.
Nothing personal, but if I did I certainly would not watch American sit-coms.
(Which is what I assume SeinFain is..)

My little one is my better half - 10 inches shorter than me & half my weight - we look like Laurel & Hardy!

KK

 

[purplenaomi]

Thank you Purple lounge for wasting my time.
Advertising that you take moneybookers on your home page and then only giving the option to use Neteller once I have opened an account and downloaded your software kinda makes me MAD
I do'nt want to use Neteller because like yourselves they are a pain in the ass!

I only tried there because I went to log in to my 32 Red account and was politely informed my account was locked. It was fine a few days ago no problems, no emails, no nothing and I really can not be bothered to find out for what BS reason it is locked.
Online gaming what a joy.....

OK 32 Red deserve an apology.
Just been back to their live help and after some time and confusion I found out I was using an old account number that I had closed back in 2005!
Why the hell my pc wanted to use that I have no idea but anyway it all sorted now...big sigh
Sorry 32 Red...see I'm a pussycat

Hello,

I am sorry to hear of your frustrations, but had you simply contacted support straight away we could have cleared this up quickly for you.

We do offer moneybookers - once you are in the software and trying to make a deposit or withdrawal you will be given two options; NETELLER or OTHER. By choosing other you will then be given the opportunity to select payment by moneybookers.

All information regarding moneybooker deposits and withdrawal's is available on our site at

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

I hope this oversight hasn't put you off giving our site another go.

In future, you can contact support on [email protected] and we will be happy to help.

Naomi

 

[Rusty]

Thank you for that information but unfortunately I was having a very bad evening and it is not at all clear that you take moneybookers once I got into your site because you seem to want to force Neteller on your customers as a deposit choice.
When you first enter banking your customers get this screen;
Old Attachment (Invalid)

Ok no Moneybookers there so try pressing deposit only to get this screen.

Old Attachment (Invalid)

At this point I reasonably decided you must only be taking Neteller and cards.

I am sorry I did not contact your support or PM you as you rightly state that you do take Moneybookers and is not fair that my complaint states that you do not.
This was due to the unfortunate set of circumstances that surrounded my visit to you site and I apologise for this.
However I do think you need to look at how your banking options are presented to avoid such confusion in the future.
Perhaps you should not push Neteller so hard?

 

[vinylweatherman]

I have to agree with Rusty. On these screenshots I see no "other" even presented, and this does not even appear in the deposit screen.

Rusty was fed up, as while contacting support to query this would have provided the answer, Rusty wanted to play RIGHT NOW, not tomorrow or the day after when support got this sorted.

Far better would be to have the other as a third tab after "Card Deposits" and "Neteller".

While Neteller is still popular among many casinos as the preferred method, Neteller are continuing to act arrogantly towards it's customers, extending to "screwing over" the Canadians and Turks. Further, if you are an affected customer they give you ZERO notice, and then won't give you a straight answer about how to close your account and get the balance back.
US players were told an outright lie, that the volume of withdrawals meant they might have to wait "a longer time than normal". All the time, they had stopped processing US withdrawals altogether, due mainly to the freezing of some $55 Million as a result of the case against the two founders. This was only the first of a continuing string of misinformation and "scandals". Moneybookers, however, have managed to keep pretty much out of this, and are now probably more trusted than both Neteller and Click2pay - the former "darlings" of internet casinos and players alike.

 

[The Dude]

Admin note: renamed thread

Renamed thread so we know what Rusty was complaining about.

 

[purplenaomi]

Ok,

My bad, I am sorry I was a little confused in my explanations it is only for withdrawals that you have the General Withdrawal Request (as apposed to other) option, where you will find other options beside Neteller.

As advertised, we do have Money bookers and exact ways of using this payment are all clearly listed on our site

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

(Which I obviously should have read over to refresh my memory!) When depositing through moneybookers you just need to email us to authorize any transfer from your moneybookers account and then you can start playing!

As Rusty said he was fed up when he came to our site, and this is unfortunate as this lead to him perhaps being a little too impatient to take just a couple of minutes to sort this out.

As I explained to Rusty by PM Neteller was the first integration we had (back when there weren't all that may payment options) and for this reason it comes across as our main option. This is something we are currently working on to change - we are looking to expand our payment options and subsequently the deposit process will change too (Neteller no longer looking like the main option).

We understand that payment and withdrawal options are integral to player satisfaction, which is why we are currently reviewing these options.

This whole mess could have been avoided had support been contacted initially as you can see from the screen shots, Support Live Chat was right there and available.

 

[Rusty]

This whole mess could have been avoided had support been contacted initially as you can see from the screen shots, Support Live Chat was right there and available.

Or by not having to jump through hoops to make a deposit

Can we take equal blame on this one?

 

[cyprean]

Why doesn't Purple lounge offer an instant moneybookers deposit method? If you have to send e-mails after sending the money, this must mean DELAYS (from 15 minutes to even 2 days) and thus lessen the customer instant gratification.

 

[KasinoKing]

At this point I reasonably decided you must only be taking Neteller and cards.

I am sorry I did not contact your support or PM you as you rightly state that you do take Moneybookers and is not fair that my complaint states that you do not.

I know my eye's are old & knackered, but am I missing something here - where does it say in your screenshots that Moneybrokers is accepted...?

{Edit}
Ooops! I was responding to post #20 - I didn't see there was another page!
(Well, I did say my eyes are knackered! )

 

[tennis_balls]

(Well, I did say my eyes are knackered!

yes....too much black pudding with fried bread causes that

 

[winbig]

yes....too much black pudding with fried bread causes that

Actually, it's because he's not "Master of his domain" anymore

 

[kingkong098]

I have to agree with the OP, when I first registered with Purple Lounge and tried to deposit I searched the website for a good while unable to figure out how, and it looked like they did not in fact take Moneybookers.

I did email support and got it sorted out, however the problem could be saved by adding a link in the software. This is the only casino I've played at that has you deposit by Moneybookers in this way.

 

[purplenaomi]

its all good to know

Hello,

All comments and suggestions have been noted and will influence the changes to our payment options which we hope to implement soon.

Sorry for any inconvenience caused.

Rusty even steven sounds good, although I am sorry you had such a struggle with us when you were already bummed out by another program.

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

Thanks

Naomi

 

[winbig]

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

Thanks

Naomi

I would be happy to. Just open the doors again for USA players

 

[purplenaomi]

Sorry Winbig

 

[vinylweatherman]

Hello,

All comments and suggestions have been noted and will influence the changes to our payment options which we hope to implement soon.

Sorry for any inconvenience caused.

Rusty even steven sounds good, although I am sorry you had such a struggle with us when you were already bummed out by another program.

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

Thanks

Naomi

I've just had a brief look, and there are a few points.

1) You charge for all withdrawals, only /$1 but most casinos don't charge at all. Intercasino has been considered unusual in this respect.

2) It seems if you don't drive or travel you can never pass the authorisation process. This is a common complaint, and here in the UK this is a breach of the disability discrimination act, as some disabled people are not allowed a driving licence due to their condition (thus cannot supply the copy of it). As Purple Lounge is UK based (except the servers), such a case could be brought by a person who cannot provide documentation because their disability precludes them from holding such "papers" (eg, driving licence) - this is not something that would worry a casino/poker room based outside the EU (and evidence suggests it doesn't, and some players have a hell of a time getting verified).
Many people do not have a passport, and a significant group have neither. This could mean they can never pass authorisation.
It is far better to sort these issues out BEFORE a player comes to withdraw.
There has also been points made that players in rented accommodation do not have any utility bills in THEIR name, as they are charged through the letting agency or landlord.
Here in the UK, we have no national ID card (yet) that could substitute for the drivers licence/passport. If we did, the proposal was that everyone would have one, so such verification problems should end.


3) It looks like everything is in the US Dollar, even for UK players. This might put off those interested in the casino, but not so keen on the poker aspect.

4) The "Thirsty Thursday" casino slots tournament has no live scoreboard, whereas the one I normally play on Thursday does (Casino Action). If it did, I would probably be unable to resist the temptation

 

[Let_It_Ride]

some feedback

Hello,

(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

 

[purplenaomi]

Hello,

Thanks for taking the time to take a look at the site, it's much appreciated.

I've just had a brief look, and there are a few points.

1) You charge for all withdrawals, only /$1 but most casinos don't charge at all. Intercasino has been considered unusual in this respect.

I am sorry to say that I cant do anything about this charge!

2) It seems if you don't drive or travel you can never pass the authorisation process. This is a common complaint, and here in the UK this is a breach of the disability discrimination act, as some disabled people are not allowed a driving licence due to their condition (thus cannot supply the copy of it). As Purple Lounge is UK based (except the servers), such a case could be brought by a person who cannot provide documentation because their disability precludes them from holding such "papers" (eg, driving licence) - this is not something that would worry a casino/poker room based outside the EU (and evidence suggests it doesn't, and some players have a hell of a time getting verified).
Many people do not have a passport, and a significant group have neither. This could mean they can never pass authorisation.
It is far better to sort these issues out BEFORE a player comes to withdraw.
There has also been points made that players in rented accommodation do not have any utility bills in THEIR name, as they are charged through the letting agency or landlord.
Here in the UK, we have no national ID card (yet) that could substitute for the drivers licence/passport. If we did, the proposal was that everyone would have one, so such verification problems should end.

This is a standard requirement for Casinos. So far we havent had any players who havent been able to provide some kind of photo ID, however maybe those without are put off by this apparent obstacle!

I have just been chatting with our finance department about this and apparently they would accept a birth certificate in rare cases such as this.

However there are other forms of id available to people who dont have a drivers license or passport, such as a Validate UK card. These cards cost 7.50 to over 18s and if you didnt have a passport or drivers license to apply for one, then you can use a birth certificate and medical card instead.

3) It looks like everything is in the US Dollar, even for UK players. This might put off those interested in the casino, but not so keen on the poker aspect.

This shouldnt be the case when using the casino If you have registered a GBP account then everything should be displayed in GBP in the casino. If this is not the case with your account then please do let me know. The casino should display whichever currency your account is registered in.

4) The "Thirsty Thursday" casino slots tournament has no live scoreboard, whereas the one I normally play on Thursday does (Casino Action). If it did, I would probably be unable to resist the temptation

We will look into putting a leader board up for you!

 

[vinylweatherman]

Hello,

Thanks for taking the time to take a look at the site, it's much appreciated.



I am sorry to say that I cant do anything about this charge!



This is a standard requirement for Casinos. So far we havent had any players who havent been able to provide some kind of photo ID, however maybe those without are put off by this apparent obstacle!

I have just been chatting with our finance department about this and apparently they would accept a birth certificate in rare cases such as this.

However there are other forms of id available to people who dont have a drivers license or passport, such as a Validate UK card. These cards cost 7.50 to over 18s and if you didnt have a passport or drivers license to apply for one, then you can use a birth certificate and medical card instead.




This shouldnt be the case when using the casino If you have registered a GBP account then everything should be displayed in GBP in the casino. If this is not the case with your account then please do let me know. The casino should display whichever currency your account is registered in.



We will look into putting a leader board up for you!

Charge - it is worth revisiting this at a later date, especially if you intend to market the casino as a stand alone product, where such charges are pretty much unheard of. Much of the competition does not charge at all for withdrawals, and that includes combined sports/poker/casino sites.
Would scrapping such a small charge REALLY hurt so much that there is "nothing you can do about it". It is something that could put players off when they compare Purple Lounge casino with the rest of the MG stable.

ID - Although not a problem for me, there have been many tales of players without Passports or Photo Driving licences having a VERY hard time getting paid - sometimes it takes months. Although this does not put off too many players, IT SHOULD - if they can't meet the ID requirements, they are going to find it hard going when they make their first withdrawal.
It would be better to ask players who know they have no photo ID to get advance clearance from your finance department BEFORE playing. They could then be told how to get a Validate UK card. I had the impression that these cards were mainly for older teenagers and young looking adults, and enabled them to prove their age when purchasing restricted products such as alcohol and tobacco.


GBP accounts and Leaderboard - well, this one gets my attention! This softens the blow for the 1 charge, as I would not also be hit by Neteller convertion rates that far exceed a $1 charge.
When I see a leaderboard, you will see a new player account
Only on the new PC though, I have given up with MG on the old one.

 

[purplenaomi]

Charge - it is worth revisiting this at a later date, especially if you intend to market the casino as a stand alone product, where such charges are pretty much unheard of. Much of the competition does not charge at all for withdrawals, and that includes combined sports/poker/casino sites.
Would scrapping such a small charge REALLY hurt so much that there is "nothing you can do about it". It is something that could put players off when they compare Purple Lounge casino with the rest of the MG stable.

ID - Although not a problem for me, there have been many tales of players without Passports or Photo Driving licences having a VERY hard time getting paid - sometimes it takes months. Although this does not put off too many players, IT SHOULD - if they can't meet the ID requirements, they are going to find it hard going when they make their first withdrawal.
It would be better to ask players who know they have no photo ID to get advance clearance from your finance department BEFORE playing. They could then be told how to get a Validate UK card. I had the impression that these cards were mainly for older teenagers and young looking adults, and enabled them to prove their age when purchasing restricted products such as alcohol and tobacco.


GBP accounts and Leaderboard - well, this one gets my attention! This softens the blow for the 1 charge, as I would not also be hit by Neteller convertion rates that far exceed a $1 charge.
When I see a leaderboard, you will see a new player account
Only on the new PC though, I have given up with MG on the old one.

Thanks for all your useful suggestions. I will discuss the charges with the big boss as this is a valid point you are making.

Regarding the ID - again all useful suggestions. The Validate cards are available to adults, but are predominantly used as proof of age for young people, however they carry the PASS hologram, which is the hallmark indicating that the issuer has passed a stringent audit, carried out by trading standards officers, and that the card may be relied upon. This is just suggested as a last resort to those few players who might not have any other form of photo ID.

When I see a leaderboard, you will see a new player account
Only on the new PC though, I have given up with MG on the old one.

I'll hold you to that!