[RESOLVED] Purple Lounge not crediting my deposit

SuitedPower

Dormant account
Joined
Mar 17, 2007
Location
Across the pond
Hi,

Early this morning I deposited with a debit card into my purple lounge account (I wanna play the weekly slots bonus!). The transaction was accepted and I got a message on the site saying "Customer services will credit your deposit shortly". Hmmm I think. Very quickly I get an email from a card transaction company with a receipt for my deposit inside it, saying my transaction was authorised fine. Still no money on my purple lounge account tho. I waited over an hour before trying to contact them. Eventually I send them an email. There is no live support available, no telephone number to contact them on and my email to support has gone unanswered several hours later. My money also still has not been credited to my account despite it appearing iny my account history as a successfull deposit. What the hell am I supposed to do to get my money??? I have PMd the rep on here but I guess they are not looking at the board on a saturday as no answer.

I realise that this is an accredited casino and I very much doubt they are just going to do a runner with my money. HOWEVER this is pretty awful customer service imo and I am still a large amount of money out of pocket, stuck there in cyberlimbo because purple lounge support are all out having a smoke break or something????

SP
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hi,

Early this morning I deposited with a debit card into my purple lounge account (I wanna play the weekly slots bonus!). The transaction was accepted and I got a message on the site saying "Customer services will credit your deposit shortly". Hmmm I think. Very quickly I get an email from a card transaction company with a receipt for my deposit inside it, saying my transaction was authorised fine. Still no money on my purple lounge account tho. I waited over an hour before trying to contact them. Eventually I send them an email. There is no live support available, no telephone number to contact them on and my email to support has gone unanswered several hours later. My money also still has not been credited to my account despite it appearing iny my account history as a successfull deposit. What the hell am I supposed to do to get my money??? I have PMd the rep on here but I guess they are not looking at the board on a saturday as no answer.

I realise that this is an accredited casino and I very much doubt they are just going to do a runner with my money. HOWEVER this is pretty awful customer service imo and I am still a large amount of money out of pocket, stuck there in cyberlimbo because purple lounge support are all out having a smoke break or something????

SP

It is VITAL that those casinos offering only E-mail support answer ALL E-mails VERY PROMPTLY, even if just to acknowledge that they are now looking into the issue and will get back later. To just get nothing back is poor CS, and leaves the player frustrated. The problem here is more common with Neteller, but has been reported before with cards. The funds are in limbo, and need to be retrieved manually. Some casinos can do this straight away through CS, but others can only do this through the accounts office, meaning Monday to Friday during office hours at the physical location of their support centre.
Not getting a reply from the rep is probably due to the fact the rep is NOT "CS", but a last resort for fixing issues internally. CS should be good enough that such mundane problems such as this are dealt with without the need to contact the rep here in the first place.
 

SuitedPower

Dormant account
Joined
Mar 17, 2007
Location
Across the pond
Thanks for your reply Vinyl,

I eventually got a reply 14hrs later from CS. It was not a good one. Apparently they wished I had done a verification document (verification??? to deposit???? lol thats a new one) before hand. There was NO Mention of this when I went to deposit by card. They say they can manually credit my funds but you guessed it, not untill monday morning at the earliest. This is disgusting, the only reason I posted on here was because my deposit is a substantial amount and it has gone through on my bank account. I deposited at 7am approx on a sat morning, had it go through, and have to wait till monday for my funds????

You are right VWM this is a pretty trivial matter all considering and I am still pretty sure I am get my money, but its bad customer service and I am pretty aggrevied at it. Still no reply from the rep either I see.

SP

P.S. The link support provided me for verification did not work hahaha, professional eh.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Thanks for your reply Vinyl,

I eventually got a reply 14hrs later from CS. It was not a good one. Apparently they wished I had done a verification document (verification??? to deposit???? lol thats a new one) before hand. There was NO Mention of this when I went to deposit by card. They say they can manually credit my funds but you guessed it, not untill monday morning at the earliest. This is disgusting, the only reason I posted on here was because my deposit is a substantial amount and it has gone through on my bank account. I deposited at 7am approx on a sat morning, had it go through, and have to wait till monday for my funds????

You are right VWM this is a pretty trivial matter all considering and I am still pretty sure I am get my money, but its bad customer service and I am pretty aggrevied at it. Still no reply from the rep either I see.

SP

P.S. The link support provided me for verification did not work hahaha, professional eh.

Verification forms are usually requested for withdrawals. Where they have been asked for when there are deposit problems is where there are problems getting the bank to accept the transaction. This case is neither, but indicates you might be asked for this form when you come to withdraw.
14 hours for a reply for an URGENT matter is very poor given that there is no means to escalate this for urgency by, say, telephone or live chat.
The wait till Monday indicates this is a casino that cuts service at the weekend, and probably means they only process withdrawals Monday to Friday too.
You should try, in the meantime, to get an amendment to the weekly slots promo such that your deposit is considered to have been made when you transacted it, not when accounts can get around to manually crediting it. Both Jackpot Factory and Casino Action have offered to do this kind of thing for me when I have had problems making deposits during the term of any offers (I am VIP at both though, they would be unlikely to do this for a new player who might only be after the bonus - doesn't seem to apply in your case as you said the deposit was "substantial".

I also had a problem with a deposit at Casino Action and at Jackpot Factory, both with cards, so I queried what was up & got this back from Challenge Casino:-

-----------------------------------------
Thank you for contacting Challenge Casino.

Yes we have had notifications that our banking server is having problems at present. Hopefully this will be resolved soon. Please try again in an hour or so.
------------------------------------------
On top of this, I am getting numerous errors with the MG Tournaments [problems registering code (2) and "failed to purchase a continue (unknown error)" ].
I rather suspect there has been, or still is, an ongoing problem this weekend with MG casino servers in general, and this might be the reason why your deposit got stuck. In my case, it seems the error has NOT caused the funds to get stuck, but rather fail to make it to the card issuing bank; failing at the MG banking server.
 

SuitedPower

Dormant account
Joined
Mar 17, 2007
Location
Across the pond
Yep, when I deposted and it went through it said "we have to credit you manually, customer service will do this shortly". This was a total lie as apparently shortly means over 2 days later (and nothing appeared yet) and also customer service cant do it they say????

SP
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
It now looks like MG have a serious problem. After the reply from Challenge, the issue was NOT "fixed in a couple of hours", and Jackpot Factory are using the virtual pit boss (that annoying slidey thing that gets in the way of your game & retreats before you have read it) to tell players that some card deposits are not working and players should use another method.

There is no mention of what the problem is, nor when it will be fixed, but I expect it will be Monday before it gets looked at now.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
One hopes that this is just a temporary snafu at their end ... because it sure looks bad otherwise. I'll PM the rep -- I know you have but a little extra won't hurt ;) -- and remind them that there's an outstanding issue here.
 

SuitedPower

Dormant account
Joined
Mar 17, 2007
Location
Across the pond
thanks max for your help. I still do not have my money or an update from the accounts/customer service departments. However I have received a PM from a rep (not the rep I pmd originally but hey its good I got a PM today I guess). So I have sent them one back now to see if they can resolve this.
 

SuitedPower

Dormant account
Joined
Mar 17, 2007
Location
Across the pond
Hi guys, I now have my money so the issue is resolved. I have to say tho this was not what I was expecting from purple lounge. I appreciate that errors in banking can happen etc etc. However I should not be told that "A member of customer services will shortly process your deposit" after my transaction has been authorised and debited when 1) Customer Services cant do it and 2)It wont even be looked at for over 48hrs.

They might also want to look at your customer service. My experience here was terrible. I had a pretty urgent enquiry in the big scheme of things and could not get a word out of anyone for over 14hrs. When I did finally get one it was, to say the least, useless. I really dont know how long I would have been tearing my hair out if it wasnt for this forum.

However I never did doubt I would get the money at the end of the day, purple lounge are accredited for a reason. It just seems their CS for the average joe sucks. This forum clearly speeded up my account being sorted so I have all you guys, and vinyl, max and jody at purple lounge to thank in particular.

I am going to go now and do all my slot play for the promotion (boy I love slots lol) - I hope the crediting of the bonus tomorrow goes smoothly at least!

SP
 

Jody Nustedt

Dormant account
Joined
Oct 26, 2007
Location
London
Hi,

We'd just like to apologise for the inconvenience caused to SuitedPower. We will be investigating this event later on today, to try and ensure nothing similar happens in the future.
 
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