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

"Hello XXX,


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.

It’s fast and easy. In order to complete it, please send scanned copies or digital photographic images of the following documents to authorisation@purple-lounge.com


Required Documents:

- A scanned copy / digital photograph of a government issued photo ID (Passport, Driving Licence (both sides) or National Identity Card (both sides) );
AND

- 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)
AND

- 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.

Please note:

- 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.

Kindest regards,

Maria

Purple Lounge Payments Team
authorisation@purple-Lounge.com"

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:

"Hello XXX,

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.

Kind regards,


Maria
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.

XXX"

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?
Customer: XXX
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
Thank you for using InstantService. You may now close this window.
Your session has ended. You may now close this window.

I have been waiting for 3 weeks now, my amount is a little below 5k.

I contacted live support multiple times, and they also gave me multiple times a scheduled date when my money will arrive.

Ofc it didnt happen.

Today i talked to them again, and the same old bs story about that they are sorry and that the queues are very long atm and that your are not first in line yet.

This is totally rediculous.

Thank you for sharing Roenepoen. I read in the thread below that one person has requested a few cashouts and they were paid but were paid several weeks later. It would be nice if some others would chime in and tell us if they are getting cashouts or not.

http://forumserver.twoplustwo.com/28...ction-1150779/

Hi! I requested cash out 100$ week ago. After 3 days they requested from me photos of bill and ID/driverlicense/passport. I've sent them that, then they had a problem with it that it needs to be 300 dpi (which they could change on their own in any graphic program) so I send them changed photos. After that they said that photos are not clear enough (strange that they didn't say it earlier) and thay wanted me to scan documents. I don't have a scanner and I don't have access to one, I told them that, they haven't reply yet.
I've played on few entraction skins and it's first time any entraction skin tell me to send them any documents, also it's first site that wants those documents to be 300 dpi or to be scanned (I've veryfied on other sites with the quality I send to purple lounge).
Anyway I'm still waiting I know it's not 5k but I want my 100$... I'm thinking about searching for email to support of entraction to ask them if what purple lounge is doing is ok...

OK, after sending them passport , Driving license, phone bill THey made a withdrawal... they're very picky about quality of photos...

I went to the Live Chat today to inquire again about my withdrawal. I was told it was processed today and it would appear in my moneybookers in 30 an hour. 30 minutes later it was there.

The whole process took wwwwaaaaaaaaaaayyyyyyyyyyyy too long but at least it got done.

I am happy you guys received it, makes me feel a little better.

Although, my money did not arrive yet. Contacted support again and now they have a problem with Moneybookers.

How rediculous can it get? You guys have any idea how i can take different steps towards them to get my money?

waiting for a 20kish withdraw since 2 feb, had to contact support 3 times. Keep saying they'll mail with update but they just keep sending stupid annoying promotions ... very tilting.

Hi

I am still waiting for my withdraw. Placed somewhere in January.
I did my final request through livechat. Ofc you get told the same old bs that you got when you contacted support for the very first time.

I want to make some work out of this. The money is not that much the problem but their behaviour makes me totally angry. How can I take some serious steps against them because I actually want to prevent other players for signing up and getting in this scenario aswell.

Thought it would never happen.

It came in, 3 minutes after i stopped with the live chat.
Seems like chat-yelling and telling you take bigger steps to get your money works here.

Anyone getting paid from this rom, I've been waiting for weeks.

Still waiting for a withdrawal from the end of January. I talked to them on live chat last week, and the rep said I would receive it by Friday, but that they couldn't guarantee it. It is now Tuesday and still no money...

-Carlos

Same here!
I withdrawl before 20days , something about 10k, and still nothing!
I am sure they are broke and we'll never see our money!
I contacted one of the main support director Jenny, and she wrote me this!


7.3.2012. 15:16:34 Jenny Purple Ixxxxxxxx xxxxxx i can't tell a date unfortunately, because i don't have any influence over the payments team right now
7.3.2012. 15:16:48 Jenny Purple Ixxxxxxxx xxxxxx but things are about to be sorted out.. so in the next few weeks i should think.

Normally Entraction holds money for all members on this network, why this isn't the case here?

Anyone got the payment yet?

Here is another thread about this, is it true that they are having serious financial problems?

They're never going to admit to having serious financial problems before they go out of business. It does seem like the most likely explanation at this point, though. If it was just a matter of shifting money around (reloading their ewallet accounts), it should have been resolved within a week.

Another possible explanation is that they're still waiting for settlements from Microgaming, if their players are net winners on the network.

It would be mind-blowingly stupid to move networks if they knew they couldn't cover player balances. They had to expect a lot of players would withdraw.

They might have got kicked off the network.

Has anyone written to the LGA about problems there? Any responses from them?

waiting over a month for my withdrawal. not a great deal but annoying anyway.

has anyone received anything recently? looks like they are going bust to me.

So there is not one single player, since the merge, who has received a cashout by now ?

i see another thread in this forum about withdrawing from here. some people have received money since they changed over networks. in fact the wait seems to be getting longer and not shorter. very worrying i think.

Hey guys, waiting for my 17k withdraw since about 1 month. Seems very shady that the website shut down and I cant log in the site. The VIP-manager is not online on msn. This happens the same day as all the races are completed. Starting to worry abit here,

Nah I was one of the players complaining before after they switched. Finally they paid us but we had to wait 2 weeks or so. When I tried to warn people about them that there is something shaddy going on I was called "Drama Queen" lol.
Deffo there is something shaddy going on. I am gonna bet they got kicked out from Microgaming due to some problems. Either for offering deals or because they have liquidity problems. There is no explanation for delaying cashouts for so long.
However one possible explanation is that they underestimate how big impact it would have when they move from Prima to Entraction on their players base.
I wouldn't be suprised if they lost like 40% of their player base and mostly huge rake makers.

My first cashout when they switch to entraction took about 2 weeks. So I thought that the site was safe to continue playing at. Been playing for PL since 2008 without any kind of problem so I will be really sad if they scam me