We hope your experience with Purple Lounge is problem free. However if you do encounter difficulties then please have a look through this FAQ. If you still require any assistance our Support Team will be more than happy to help via email.
I am a US resident and would like to join and play on Purple Lounge. Why can't I setup an account?
Following the recent legislation in the United States on online gaming, we regretfully cannot accept US players at this time and have to comply with this ruling. Should there be any favourable change to this ruling in the near future, allowing us to accept US players again, then we shall, of course, be happy to welcome you back. However at this time we apologise for any disappointment this may cause.
GETTING STARTED: DOWNLOADING:
Where can I download the Purple Lounge Poker and Casino software?
You can download the Purple Lounge Online Poker software here.
You can download the Purple Lounge Online Casino Software here.
You should then be prompted to save or run the file from the Internet.
GETTING STARTED: INSTALLING THE SOFTWARE:
When I start the installation file I receive the error "Not a valid Win32 application". How can I install the software?
There could be a number of reasons for this. Please check the following which should remedy the problem:
- Check your computer system against the system requirements of the Purple Lounge software. The system requirements can be found here.
- Try re-downloading the installation file and try again.
- Clear your temporary internet files. To do this please click on Start > Control Panel > Internet Options > Click delete files, check the box beside delete all offline content then OK. Do the same for delete cookies, history and forms.
- Close any other open / active programs before launching the installation program.
- Check Windows and ensure your Operating System has all the necessary updates. Please ensure you follow all on-screen instructions carefully and you make any necessary back-ups where necessary.
- Check your system for possible virus infections and / or adware/spyware (these may affect the operation of the installation)
- Ensure any Firewalls are allowing the installation file to open.
- Ensure the gaming ports 1970-2002 (inclusive) are open.
- Please send us the DXDIAG file for your system so our Technical Team can investigate the problem. The DXDIAG file can be obtained by clicking Start > Run > enter DXDIAG in the box followed by OK > Save all information > save the text file to the Desktop. Once saved please email Support with Win32 Error in the subject line. Please also confirm whether the other solutions listed above have been completed so we can look into another solution for you.
I have Windows Vista. How can I install the Purple Lounge Casino and Poker software?
Once you have downloaded the Purple Lounge Casino and Poker software, if you are unable to run the installation file, please try right clicking the installation file and selecting "Run as Administrator".
If you are experiencing difficulties in installing the Purple Lounge Casino and Poker using the standard default settings. Please try installing the software to a different folder / location. You may like to try installing to c:\purple-lounge. Installing to a different location other than the default should enable you to install the software. If problems persist please contact Support.
GETTING STARTED: ACCOUNT ACTIVATION
I have set up my Purple Lounge account but haven't received my Activation Code. Why?
Your Activation Code is sent automatically by our servers here. The email with the code may be filtered as spam by your email provider to a spam folder. Please check these folders as the email may be deposited there.
Some email providers do not accept automated emails at all and as such it may be advisable to use an alternate email address such as a Hotmail or Yahoo! Email address.
If you are unable to change the email address please contact Customer Support.
GETTING STARTED: ALIAS SETUP
I would like to play poker with Purple Lounge. When I start the software I see an alias belonging to a friend / the person who was last on this computer. Why can't I use my own alias?
Prima adopt a one alias rule and only one alias can be available on a computer at one time. Additional aliases can be added allowing you to have your alias on the same computer as one where a Prima alias already exists.
To add your alias please kindly email support with the following information:
- Confirmation of the alias that appears on the screen
- The name, address and email of the person who owns the alias
- Your choice of 5 possible aliases (one will be selected from this list if available)
- A security question to protect your alias
- A security response to the question
- Confirmation of your Purple Lounge username.
It is imperative that you provide correct and accurate information for the security question and answer as this information will be used when you wish to set the alias up again on a different computer.
LAUNCHING THE PURPLE LOUNGE POKER SOFTWARE:
I have installed the software and have the Purple Lounge icon on my desktop but when I double click on the icon, nothing happens. Why?
It is possible there may be another instance of poker running in the background or you may have other software running which can be preventing the Purple Lounge software from loading. You may like to try closing all other applications down and trying to run the Purple Lounge software again.
Should this fail, and you have no other poker software running you may like to see if there are any other programs left running in the background. If for example, the poker software was not closed properly by Windows in a previous session, it may still be running in the background. To check for this please hold down CTRL ALT DEL to present the Task Manager.
In the list below, there may be a reference to the Image Name of "MPPOKER.EXE". If you click on this followed by clicking on "END PROCESS", this should close the program. This should then allow you to run the software from the icon on the desktop.
When I start the Purple Lounge software, the screen with "Checking Versions" appears but nothing else happens. Why?
The most likely answer is that there is firewall software present on the computer and this is preventing the software from loading the game. Please check any firewall software and ensure it is allowing the software to access the internet. In particular please ensure ports 1980 - 2002 are not blocked or closed as a result of the firewall or your ISP.
When I start the Purple Lounge software, I receive an error that the Purple Lounge software has to close. Why?
There may be a number of reasons for this.
More than likely your system does not meet the minimum system requirements. Please check your system against those described in our Minimum System requirements page which can be located here .
If the system at least meets the minimum requirements then there may be a problem with the actual installation. You may like to try uninstalling and then reinstalling the software and trying again. Information on how to uninstall can be found in the uninstalling section of this FAQ which can be found here .
When I launch the the software, I see the message "LOADING GRAPHICS" but nothing else happens. Why?
There could be three possible problems. Cookies may not be allowed on your system, pop-ups may not be allowed or your Flash may not be up to date. Enabling cookies and pop-ups and updating your Flash should resolve this. You may like to try each solution, enabling cookies, enabling pop-ups and updating your Flash one at a time to see if it is only one of these aspects that are causing the problems.
Should the problem persist further please contact Support .
YOUR ACCOUNT:
I have forgotten my login details. How can I recover this information?
In order to regain access to your account, please contact support from the email address you used to register your account requesting the user information also quoting your date of birth and the answer to your security question. Alternatively, you can use the forgotten password link by clicking here.
In my account I can see I am placed I position X in the Top 50 raked hand list. What is the list about?
The list shows where you personally place in terms of raked hands compared to the other players at Purple Lounge. The more you play, the further up the table you progress where you can attain the accolade of being number 1.
PROMOTIONS:
What currency is the Purple Lounge online Casino bonus paid in?
The bonus is paid in US Dollars or the currency equivalent of your Purple Lounge account up to the maximum bonus payable.
Why haven't I received my $3?
Unfortunately the $3 promotion at Purple Lounge has now expired and we are no longer offering this to players at this time. We are sorry for any disappointment this may cause.
I have funds in my Purple Lounge account. When I go to a table it says I have no money. Why?
If you cannot see the funds you may need to transfer them. In order to do this, please visit the bank either by logging into your account via the website at http://www.purple-lounge.com or login via the software. Once in the banking section, click on transfer to Purple Lounge Poker, followed by entering the sum of money (eg 3.00) then clicking on submit.
To illustrate, lets transfer funds via the Bank. After logging in and clicking on the BANK button at the bottom of the software you should be presented with a screen similar to this:
Here you can see the funds in your Purple Lounge account (Wallet) at the top of the screen. You can also see the funds (if any) in the Poker and / or Casino. There should also be two options entitled "Transfer to Purple Lounge Games" and "Transfer from Purple Lounge games"
To transfer funds to the games we need the first option. After clicking this, you should see the following screen:
Here, you enter the amount you wish to transfer in US Dollars or GBP, followed by clicking on "Transfer".
Once successful, you will receive confirmation that the funds have been successfully transferred. You should see funds now appearing in the "Poker" balance.
Clicking "Back" will return you to the Lobby. Should you wish to return funds back to your Purple Lounge account. Simply click on "Transfer Funds From Purple Lounge Games", enter the amount you wish followed by "Transfer"
BANKING, NETELLER CREDIT / DEBIT CARDS:
Why cant I make a deposit with Neteller?
Please note there is a minimum deposit of £/$ 20. It isn't possible to make a deposit below this amount.
Why can't I withdraw to Neteller?
If you have made a deposit via credit card on your account, you need to withdraw to this card before being able to make a withdrawal to any other solution. This is prevent possible money laundering.
Are there any charges for withdrawing?
Please note there is a standard withdrawal fee of $1 (or currency equivalent) on withdrawals. For further information on depositing and withdrawing via our various solutions, please visit our Banking Information page from the top menu.
Why cant I deposit with my credit card?
It is possible, that your card provider is preventing the transaction from being completed as it is associated with online gaming. Do let us know if this happens and we can have our Accounts Team look into this although you may wish to contact your card issuer to see if there are any outstanding transactions or holds on your card.
My card has changed and I no longer have access to it. How can I withdraw by card?
To withdraw by card where you do not have access to the previous card, you need to add a new card, make a small purchase and then you can withdraw via the new card. To change your card, please review the FAQ article here.
How can I change my current credit / debit card?
It's quite simple to change the active card on your account. To change the active credit or debit card on your account please contact Purple Lounge Customer Services on +44 (0) 845 388 2658. Alternatively email Support with your telephone number and a convenient time you can be contacted on and a representative of our Accounts Team can assist you with updating your card details for your account.
GAMEPLAY:
I am trying to play the Purple Lounge Flash Poker but nothing happens. Why?
Please check to ensure that any pop up blockers are disabled. The flash poker will popup a separate window on the website. If the popup blocker is enabled it will prevent the window from opening.
Why are my cards dealt face down?
If you are having cards dealt face down, the most likely cause is an internet connectivity issue between yourself and the game server. Rest assured this is not a problem with the server, or the poker network as other players would be able to continue playing. Where there have been internet issues with our clients, they have reported that their cards have not been shown to them or the cards are dealt face down. It would be advisable you logout, restart your computer and try again. If this fails you may need to check your internet connection and / or the modem for any possible faults. If you still encounter problems with the display of your cards then please send us the logger files and the game number where the problem occured. The location of the logger files are at c:\microgaming\poker\purpleloungeMPP\logger. The files therein can be zipped up and sent to support@purple-lounge.com.
I want to play for fun. Where are the play tables located?
The play tables can be located in the Lobby. Here you should find listings of the different table limits for the various styles of poker. The play table section can be found here. Clicking on this reveals the different table stakes for play money.
How do I enable or disable the animations at the table?
To do this please click on Menu then Options whilst at the table.You should see an animation options tab at the top. If you do not see this the table you are on may be in mini view and needs to set to normal view by changing the table size in the table menu. When you see the animation options please ensure the "disable animations" checkbox is unticked. You can then choose which animations you want or do not want.
I believe that some of the players at my table are colluding. What should I do?
Purple Lounge takes a zero tolerance stance against colluding. If you feel that certain players are colluding please make a note of the player aliases concerned and the game number where specific incidents take place such as the way hands are played or perhaps suspicious chat activity etc. Then email this informaton to Purple Lounge Support. This matter can then be investigated and steps taken accordingly.
I have made a deposit successfully and can see my money in my Purple Lounge account. When I go to a table I cannot see the funds. Why?
In the same way as you may not see the $3 bonus at the tables, you can gain access to the funds by visiting the Bank and transferring the funds to your Purple Lounge Poker Account. Please review the FAQ regarding transferring the $3 in the Promotions section of this FAQ.
I was playing in a R&A tournament and I did not have the option to addon. Why?
If you do not have the option to addon, you must have enough funds in your Poker account to addon. If there are sufficient funds the next probable cause for the addon option failing to appear is that there may have been an internet connection issue which interrupted and prevented the option from being presented to you. In such cases please provide Support with your Logger files, the tournament ID, the time and date and also your Purple Lounge username and alias so this can be investigated. All of the Logger files can be located on your computer at C:\Program Files\Purple Lounge\Logger.
How many tables can I play at once on Purple Lounge?
Currently the maximum amount of tables you can play at once is 10 tables. Please note this of course depends upon the system specifications of your computer.
Where can I find the eCOGRA report on the dealing of cards?
You can find the eCOGRA report in the client software. Click on Menu, then Independent Reviews and the report will display in the software.
What is a Raked Hand?
A raked hand is when a player is dealt cards in a hand and the pot is raked, a minimum of 25c.
