Roughly 2 weeks ago, I requested a withdrawal to Moneybookers from Purple Lounge for a little over $5k. I've yet to receive the cashout and now my emails are going unanswered. You may know that on January 15-16th that Purple Lounge switched from the Microgaming to the Entraction network. Because of this, I have been patient with them but this is going too far. I am withdrawing my funds mainly cause I do not wish to play with them on the Entraction Network. FWIW, when the changeover occured, my funds were moved from the poker account to their Main account without me ever depositing money into the poker account at Entraction or even playing a hand there.
I bring this message first I guess as a PSA and with the hope that some attention will result in my money getting back to me quickly. Second, to ask what sort of things I should be doing and what resources we have at our disposal in order to pursue a resolution.
FWIW, I include all correspondence I've had with Purple Lounge. I've also had the affiliate with whom I signed up for Purple Lounge contact them.
From Feb. 1st
Please be informed that in order to be able to process all your deposits and withdrawals from Purple Lounge and to ensure your money reaches you as soon as possible, we need to verify your identity. This applies to all Purple Lounge players. To help us do this, please complete our Authorisation Procedure described below.
Itís fast and easy. In order to complete it, please send scanned copies or digital photographic images of the following documents to firstname.lastname@example.org
- A scanned copy / digital photograph of a government issued photo ID (Passport, Driving Licence (both sides) or National Identity Card (both sides) );
- A scanned copy / digital photograph of a recent printed telephone, mobile, water, gas, electricity or other similar bill or printed bank statement, clearly showing your name and residential address; (no older than 3 months)
- A scanned copy / digital photograph of both sides of the debit / credit card that you use on your Purple Lounge Account (if used)
In order to reduce the file size, please ensure all images are saved in the .jpg format.
- The documents must be clear, readable and not obscured or covered with the exception of the 3 digit CVN/CV2/CVV number on the reverse of the debit / credit card (if used) which can be covered for your security.
- The documents must be in colour.
- We can only accept attached files under 8 MB (Megabytes) in size.
- Each document needs to be in separate files
- The resolution of the documents must be no less than 300 Dpi
- We cannot accept documents in .BMP format
Please be assured that any information you provide will be handled in the strictest of confidence by authorized staff only. You will only need to provide identification once. However if you change the active bank card this change may be subject to a further verification.
We appreciate your patience and cooperation with this security procedure. If you have any questions please do not hesitate to contact us.
Purple Lounge Payments Team
My reply to them on Feb 1st which included my passport, utility bill:
"I believe I already submitted these but here they are again.
I think I was mistaken. They might not have had my documents yet.
On Feb 3rd, I wrote to them
"It has been almost 4 days. Is there any news on my withdrawal? Can I help with anything?
On Feb 4th I received the following reply:
Thank you for your email, we are having some delays in the withdrawals. 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.
Purple Lounge Payments Team
On the 6th I sent them the following mail
"Any news? I'm in need of the money that I withdrew. Can you at least give me a timeline as to when I can expect the money?
No response. On the 9th I sent the following mail:
"It has been a week. Where is my money? I have been patient and I have even asked that you just give me a time line.
I am a well connected professional poker player. I prefer not to, but unless I get some news soon I will be forced to bring this to attention publicly. Specifically I am talking about the 2+2 forums.
I have not received any reply. I contacted their support via LiveChat today. Here is our chat log:
"You're through to Purple Lounge live chat support. A Customer Support agent will be with you in a moment.
You have been connected to Judit.
Judit: Hello. How are you today? Please can I have your LOGIN username?
Judit: Ok, How can I help?
Customer: I requested a withdrawal roughly 2 weeks ago. I was asked to submit documents in order to process the withdrawal. I submitted them on Febuary 1st. I've heard nothing from Purple Lounge since and I have not received my money.
Judit: let me check it
Judit: i apologize for the delay
Judit: there are some delays from the last couple of days
Judit: but i`ll ask the payments team to check and speed your request up for you
Judit: let me inform you later about the updates
Customer: But this has been going on for 2 weeks.
Judit: i`m very sorry about that
Customer: Furthermore, I've sent several messages that have only asked for an update or a possible timeline as to when I would have my money. They have all gone unanswered.
Customer: I'm not looking for apologies. I need information
Judit: unfortunately i cannot promise the date
Judit: but hopefully it`ll be sent by the end of this week
Customer: Why are these delays occuring?
Judit: as we have moved to entraction there wer many players who had to cashout
Judit: becasue of they are from restricted territories
Judit: and this casues the long delay
Customer: Please ask the payments team to speed it up. Furthermore can you update me later as to when I will receive the money? I'm in need of it.
Judit: let me contact you tomorrow about the updates
Judit: Is there anything else I can help with?
Customer: No, just please get back to me as soon as possible. That is a significant amount of money for me
Judit: sure, I`ll be back to you tomorrow
Judit: have a nice evening
Judit: and apologize for the inconvenince again
Customer: Thank you
Judit: you`re welcome
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