Serious problems at Purple Lounge

[rahmanrumel]

I have waited over one month for my withdrawal.
Any one else experiencing this from Purple Lounge?

 

[maphesto]

They are accredited here at CM, contact their rep here!

 

[KasinoKing]

I have waited over one month for my withdrawal.
Any one else experiencing this from Purple Lounge?

More details please!
e.g. How many times have you chased up your withdrawal, and what have the casino said about it?

Like maphesto said, they are Accredited and they also have a good reputation. I'm sure they must have a very good reason if your withdrawal is delayed - maybe some sort of misunderstanding between you somewhere...?

Welcome to the forum!
KK

 

[conker]

Yeah, I would vouch for these guys being trustworthy, I have never had any issues with them.

 

[rahmanrumel]

Thank you for your comments. I have sent a message through Purple's representative on casinomeister, thanks for that link.
Details - My original withdrawal was put in 7 Feb. It was for 3,500 and involved no bonus. I have played there since Nov and I am winner about 500 overall. Recently they have stopped responding to my emails.

 

[Petrer10]

slow pay

i had two small withdrawals in the last time. always waiting more then 9 days.
normally get the money last year in max 3 days in my moneybookers account.
now i never playing in this casino.
this is the standard aswer.

Please note that withdrawals are processed in the order received. The withdrawals are placed in a queue and there may be other players ahead in queue who require their withdrawal to be processed and these are processed first in the interests of fairness.

We can't unfortunately not give you an exact date when your withdrawal will be processed, but we're working very hard on processing the withdrawals as soon as possible.


We are very sorry about the long delay. We are processing the withdrawals as fast as possible, and we intend to send your withdrawal request soon. Unfortunately the queues are a bit longer for withdrawals at the moment, which has caused the delays.

We apologise about this

 

[Jasminebed]

That is a disgrace for an MG casino.

One player, I could see maybe the ball got dropped somewhere.

But another confirming the casino won't even give a date because of longer queues?

I hope the Purple Lounge rep can explain this to us. This is not like the processor issues the US serving casinos have.

 

[jetset]

Have to say I agree - this sort of communication leaves one with the perception that Purple Lounge is not only unprofessional, but may even be under-financed...a vew that is not supported by its past reputation, which on the whole has not been bad.

Maybe a member of management needs to take a look at this sort of attitude and what the real reasons for the delay in paying players are.

I wonder whether this is a consquence of the recent management shake-up at parent company Media Corp - Jason Drummond left the company and Sara Vincent - a dynamic manager who made things happen as CEO at the Purple Lounge operation - was pressed into service as Interim Chief Executive Officer of the group.

 

[Nifty29]

Have to say I agree - this sort of communication leaves one with the perception that Purple Lounge is not only unprofessional, but may even be under-financed...a vew that is not supported by its past reputation, which on the whole has not been bad.

Maybe a member of management needs to take a look at this sort of attitude and what the real reasons for the delay in paying players are.

I wonder whether this is a consquence of the recent management shake-up at parent company Media Corp - Jason Drummond left the company and Sara Vincent - a dynamic manager who made things happen as CEO at the Purple Lounge operation - was pressed into service as Interim Chief Executive Officer of the group.

I agree.

In a professional organisation, it shouldn't matter who left what and when. The business of serving customers must go on regardless. It is not the player's fault that the company made some changes, and they should not have to suffer any consequences.

 

[threescatters]

Some more on this (from the poker side) here

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Seems there are several players getting slowpayed

 

[Thomas82]

Unfortunately I won quite a bit at Purple Lounge earlier today, now in doubts whether I will ever see it (based on several reports elsewhere they have money problems!)

--

Customer: hi, I am concerned about the casino
Customer: I see many reports in forums that you are not paying customers
Melissa S: how can I help?
Melissa S: we have currently delays in withdrawals, but that should be sorted in a couple of weeks
Customer: how long does it take to receive a withdrawal?
Melissa S: We of course intend to process all pending withdrawaks <---- That sounds a bit worrying
Melissa S: I'm afraid I can't say the exact period of time
Melissa S: Possibly around one week
Customer: ok, you do not have financial problems that have been reported?
Melissa S: No, we do not have any financial problems, we have a bit longer queues, which has cost the delays, but our Payments team is working very hard on processing all withdrawals as fast as possible
Melissa S: Since Purple Lounge is a part of Mediacorp, which is listed on London stock exchange, that means that your money will aways be safe on Purple Lounge

 

[GrandMaster]

Melissa S: Since Purple Lounge is a part of Mediacorp, which is listed on London stock exchange, that means that your money will aways be safe on Purple Lounge

Well, it's quoted on AIM (Alternative Investments Market), not the London Stock Exchange proper. And of course, listed companies have never gone bankrupt.

 

[jeliman]

I have the same problem. I have been waiting for payment of less than 1000 EUR since 17/02/2012. I wrote them some emails. They provide this answer:

Hello xxx,

We appreciate your patience on this, we are working as hard as we can to run
through the backlog of withdrawals and are aiming to clear the workload in the very near future.
The withdrawal and verification processes are time consuming,
but we have these procedures in place to protect you the player.

Once again,we thank you for your patience and will be in touch very soon.

Kind regards,
Judit
Purple Lounge Support

Then I contacted them again in a few days later. I got this answer:

Hello xxx,

Thank you for your email.

We apologise again about these delays. We are working on sorting this problem, and we believe that these delays will be sorted out in a couple of weeks. We can't quiet yet say the exact date when we will be able to process your withdrawal, but we are working on doing it as fast as possible.

Purple Lounge Ltd is part of Mediacorp, which is listed on London Stock Exchange, that means that your money are safe with us.

Kind regards,
Nicole

Purple Lounge Payments and Authorisation Team


Do you have any idea how to get paid?

 

[Jasminebed]

There are temp agencies where employers can get workers that they don't have to get benefits for, give notice or pay holidays.

Anywhere that is experiencing a backlog of more than a couple of days could contract for some additional help.

 

[Nifty29]

I have the same problem. I have been waiting for payment of less than 1000 EUR since 17/02/2012. I wrote them some emails. They provide this answer:

Hello xxx,

We appreciate your patience on this, we are working as hard as we can to run
through the backlog of withdrawals and are aiming to clear the workload in the very near future.
The withdrawal and verification processes are time consuming,
but we have these procedures in place to protect you the player.

Once again,we thank you for your patience and will be in touch very soon.

Kind regards,
Judit
Purple Lounge Support

Then I contacted them again in a few days later. I got this answer:

Hello xxx,

Thank you for your email.

We apologise again about these delays. We are working on sorting this problem, and we believe that these delays will be sorted out in a couple of weeks. We can't quiet yet say the exact date when we will be able to process your withdrawal, but we are working on doing it as fast as possible.

Purple Lounge Ltd is part of Mediacorp, which is listed on London Stock Exchange, that means that your money are safe with us.

Kind regards,
Nicole

Purple Lounge Payments and Authorisation Team


Do you have any idea how to get paid?

We can't "quiet" yet say .....

Something's afoot methinks!!

I will FYI this thread to Bryan as he has contacts there IIRC.

 

[purplelounge]

Pending withdrawals

I have waited over one month for my withdrawal.
Any one else experiencing this from Purple Lounge?

Hi Rahman,

Im sorry you have had a bad experience with regards to your withdrawal.

As you may know Purple Lounge Poker has recently moved over to the Entraction network and as a result we have been experiencing uncustomary delays.
We apologise for such a long delay in your withdrawal and have now processed your withdrawal which should reach your account shortly.

Please accept our sincerest apologies for any inconvenience caused.

Kind Regards,
Casey
Purple Lounge Casino

 

[purplelounge]

Pending withdrawal

i had two small withdrawals in the last time. always waiting more then 9 days.
normally get the money last year in max 3 days in my moneybookers account.
now i never playing in this casino.
this is the standard aswer.

Please note that withdrawals are processed in the order received. The withdrawals are placed in a queue and there may be other players ahead in queue who require their withdrawal to be processed and these are processed first in the interests of fairness.

We can't unfortunately not give you an exact date when your withdrawal will be processed, but we're working very hard on processing the withdrawals as soon as possible.


We are very sorry about the long delay. We are processing the withdrawals as fast as possible, and we intend to send your withdrawal request soon. Unfortunately the queues are a bit longer for withdrawals at the moment, which has caused the delays.

We apologise about this

Hi Petrer,

I apologise for the inconvenience the delay to your withdrawal has caused.

If you would like to let me know your username i will have a look at your account for you.

Thanks
Casey
Purple Lounge Casino

 

[purplelounge]

Unfortunately I won quite a bit at Purple Lounge earlier today, now in doubts whether I will ever see it (based on several reports elsewhere they have money problems!)

--

Customer: hi, I am concerned about the casino
Customer: I see many reports in forums that you are not paying customers
Melissa S: how can I help?
Melissa S: we have currently delays in withdrawals, but that should be sorted in a couple of weeks
Customer: how long does it take to receive a withdrawal?
Melissa S: We of course intend to process all pending withdrawaks <---- That sounds a bit worrying
Melissa S: I'm afraid I can't say the exact period of time
Melissa S: Possibly around one week
Customer: ok, you do not have financial problems that have been reported?
Melissa S: No, we do not have any financial problems, we have a bit longer queues, which has cost the delays, but our Payments team is working very hard on processing all withdrawals as fast as possible
Melissa S: Since Purple Lounge is a part of Mediacorp, which is listed on London stock exchange, that means that your money will aways be safe on Purple Lounge

Hi Thomas82,

I apologise for the inconvenience the delay in your withdrawal has caused.

If you would like to provide me with your Purple Lounge username i will have a look at your account further.

Thanks
Casey
Purple Lounge Casino

 

[purplelounge]

I have the same problem. I have been waiting for payment of less than 1000 EUR since 17/02/2012. I wrote them some emails. They provide this answer:

Hello xxx,

We appreciate your patience on this, we are working as hard as we can to run
through the backlog of withdrawals and are aiming to clear the workload in the very near future.
The withdrawal and verification processes are time consuming,
but we have these procedures in place to protect you the player.

Once again,we thank you for your patience and will be in touch very soon.

Kind regards,
Judit
Purple Lounge Support

Then I contacted them again in a few days later. I got this answer:

Hello xxx,

Thank you for your email.

We apologise again about these delays. We are working on sorting this problem, and we believe that these delays will be sorted out in a couple of weeks. We can't quiet yet say the exact date when we will be able to process your withdrawal, but we are working on doing it as fast as possible.

Purple Lounge Ltd is part of Mediacorp, which is listed on London Stock Exchange, that means that your money are safe with us.

Kind regards,
Nicole

Purple Lounge Payments and Authorisation Team


Do you have any idea how to get paid?

Hi Jeliman,

I apologise for the uncustomary delay to your withdrawal and for any inconvenience caused.

Please provide us with your Purple Lounge username and i will look into this personally.

Thanks
Casey
Purple Lounge Casino

 

[jetset]

It clearly pays to post at Casinomeister! But how many other players out there are being buggered around like this?

I can't understand why a supposedly professional and experienced casino like Purple Lounge is having pay-out problems that are allegedly due to a transfer to another platform. Was no pre-planning at all done?

 

[rahmanrumel]

Withdrawal processed!

Thank You for the help. My withdrawal was processed.

 

[jetset]

BTW, folks - this change of platform took place in January this year...certainly long enough to iron out any teething problems!

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[The Dude]

It clearly pays to post at Casinomeister! But how many other players out there are being buggered around like this?

I can't understand why a supposedly professional and experienced casino like Purple Lounge is having pay-out problems that are allegedly due to a transfer to another platform. Was no pre-planning at all done?

Hopefully Casey can give us some more insight as to what happened. I can understand a possible delay of a few days, but not weeks. And players should not have to start posting in forums to get paid.

Casey, can you share with us what went wrong?

 

[velkyhrac]

Was not paid

I was not paid, I am waiting nearly 3 weeks. I sent pm to purplelounge member. I hope it helps.

 

[whatever]

I have also been waiting for over 3 weeks now... Don't know if I should be happy or sad I'm not the only one...

 

[KasinoKing]

I have also been waiting for over 3 weeks now... Don't know if I should be happy or sad I'm not the only one...

I think you should be very happy since it means it's not something you have done wrong!

I must add to the others who have already commented, that this is a terribly bad state of affairs for the casino to allow to happen. This should have all been properly pre-planned so that there was NO disruption to the player's service.

KK

 

[velkyhrac]

Still not paid.
Can you help me with getting paid? I wait since 28 February.

 

[hakapuku]

Still not paid.
Can you help me with getting paid? I wait since 28 February.

I think you should PAB. This casino is an accredited one.

 

[conando]

I'm also waiting on payment for over a month

 

[Tirilej]

I remember another nasty thread about them where I thought they were actually stealing money from a guy.

Now delaying payments for over a month
I'm so glad I don't play there!

 

[jetset]

These slow payment cases are certainly not good indicators of a professional and successful company

 

[conando]

I'm also waiting on payment for over a month

Just received payment. I guess posting here and PMing the rep pays off.

 

[Tirilej]

These slow payment cases are certainly not good indicators of a professional and successful company

Professional? I wouldn't agree that they handle this guy's issue in a professional way.
I lost my trust in them totally, so I'm not that surprised.

https://sussexmskpartnershipeast.com/forums/threads/purple-lounge-issue.47902/

 

[Przecinek]

Quite suprised really something like that is happening.

I haven't been affected by these slow pays in any way but then again I almost always seem to lose my deposits

After reading these posts, I've decided to withdraw my remaning balance that I had with them.
Hopefully this will get ironed out

 

[dionysus]

Just received payment. I guess posting here and PMing the rep pays off.

squeaky wheels get the grease

 

[alk77]

I am also waiting for a long time for the payment

 

[threescatters]

I think, as an accredited casino, the players deserve some answers here. What is going on? It is clearly beyond some teething troubles. IMO this looks terrible for purple lounge.

 

[Carster]

I have been waiting for a withdrawal for over two month. My last email took them 6 days to respond to and all I got was: "Thank you for your email, we are trying to process all the withdrawals as fast as we can. I am sorry for all the inconvenience."

I have talked with their online support twice (once a month ago) and once last week. The first time they said that I would receive my withdrawal by the end of the week, but that she couldn't guarantee it. The second time the rep said that she would let the finance team know that I had been asking about my withdrawal, but then she just disappeared from the chat and after 5 minutes I re-opened a new chat session and it told me that all agents were busy.

-Carlos

 

[jetset]

This goes beyond the normal obstacles of accounting inefficiency and technical hassles - I would be very cautious around this operation now.

Delayed payments for over two months and slow, uninformative email responses? That's truly alarming and needs to be red-flagged imo..

 

[Olyphant]

withdrawal

Hi all! I'm walking in the same shoes and waiting for my cashout for a long time now. Such a unacceptable thing they can't even process a cca 90 euro withdrawal in 10+ working days. Seems like they have some serious problems :/ The most annoying in my story I have had to deposit again funds in this room because of some miscommunication between Purple Lounge and my affiliate site- and after I met the requirements this happened.

 

[Carster]

I also highly recommend contacting the PL rep in this thread. 5 days after I contacted him, I received my cashout. Oddly, when I PM'ed him he just apologized for the delay and said that he would look into the matter, but then he never got back to me. I was about to send him another message today but I checked my Skrill account, and it turns out that the money had been credited yesterday. I assume he had something to do with finally getting cashed out, but who knows. In any case it took 2.5 MONTHS to receive my cashout, totally ridiculous. I would strongly caution anyone from continuing to play on this site since it is very clear that they have liquidity issues.

-Carlos

 

[Zippoquick]

I have been waiting over a month now for my withdrawal...
Have contacted them several times, all I get is that there are delays and a long que. Tho they cant even tell me where I am at the que. Probably because there isnt one.
They are taking our money and just stalling. Thiefs!

 

[dionysus]

With casinos like gowild and 32red that pay in under 24 hours, reading something like this, id never give them one red cent

 

[The Don]

Count me in on those concerned about my withdrawal. Does being listed on the London Stock Exchange count for anything?

Mine has only been a week, but it's a bank transfer, so hopefully that isn't even longer than moneybookers. I've emailed them asking for a realistic timeline, but they haven't gotten back to me. I'll keep you guys updated.

 

[jetset]

Interestingly, Purple Lounge's owners, Media Corp, have just issued a trading update advising they have sold off at a profit two under-performing subsidiaries and are considering acquiring another gaming operation.


MEDIACORP SELLS UNDERPERFORMING INTERNET SUBSIDIARIES

Trading update reveals that Onthebox and Forexspace have been disposed of for a total of GBP 250,000


Sarah Vincent, chief executive officer of UK internet media and gambling company Media Corp, revealed in a trading update this week that the company has shed underperforming publishing subsidiaries Onthebox and Forexspace, along with the domains associated with them, for a total of GBP 250,000.

The two sites are on the group's balance sheet at GBP 130,000 and the sale therefore represents a profit of GBP 120,000.

In addition, the directors estimate that the sale will save the group approximately GBP 350,000 a year in staff and associated costs. Forexspace has only recently been launched and is yet to generate any material revenues for the group and Onthebox was loss making in the year to September 2011.

Vincent revealed in the update that the group is considering new gaming-related acquisitions that may constitute a reverse takeover under the AIM Rules and, as a result, would require shareholder approval.

"The sale of onthebox.com and forexspace.com further reduces the loss making assets in our online publishing business whilst boosting our cash position," Vincent said in the update statement.

"Eyeconomy continues to trade well and we look forward to provide a full update on it together with [online casino] Purple Lounge in the publication of our interim results which we hope to be by early June."

 

[whatever]

Meanwhile the rep does not reply to a private message I sent 2 days ago even though I see she's been online yesterday. This is after I had been waiting for 10 days to get a reaction form the casino's vip manager.

I am owed 2 withdrawals totaling over 10k pounds. One is 7 weeks old, the other is 4 weeks old. I've been patient and polite, especially considering the amount involved and the situation. So far obviously this approach has not been very productive.

 

[gerilege]

For your information, I have been paid within a few days on two occasions last week and this week, although for much smaller amounts.

 

[The Don]

For your information, I have been paid within a few days on two occasions last week and this week, although for much smaller amounts.

Of course they will pay out the smaller amounts to keep the gravy train running. Each day I don't hear a response I grow more suspicious.

One thing I don't like is that they run this promotion...

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

...yet they can't even pay out their players. How can they afford to do this? Are the winnings from this (not to mention the contents of my account) funny money? Hopefully the rep can chime in with info on how this is possible.

 

[flash237]

Im waiting over a month for over 30k, tried to pm the rep in this thread but he wont respond. Anyone else have any luck getting ahold of them?

 

[Mousey]

I think, as an accredited casino, the players deserve some answers here. What is going on? It is clearly beyond some teething troubles. IMO this looks terrible for purple lounge.

I agree... and it appears that the payout delays continue... I wonder if Maxd has received a flurry of PABs regarding Purple Lounge lately?

Give the rep a day or two to respond to any PM. (Especially as most are off on weekends). Then if they do not respond, please let Maxd or Bryan know.