Complaint #5 Virgin Games Casino

Virgin Casino - Allowed to open account even after an ACTIVE Self Exclusion

By LuckyDice15

10 years ago

Message on forum

Hi,

I had self-Excluded from Vigin casino and recently tried to open the account.

It allowed me to open the account with the same (home address, date of birth)

After I deposited £500 and the account was closed at some stage, it was not closed immediately.
My complaint is, they should not have allowed me to open the account when I have self-excluded permanently.

At the moment they are not ready to pay deposits back.

Please not, I had same case with bet365.com. But they closed my account immediately after the deposit and returned my deposits as I had self excluded from bet365 previously.

As per Virgin Casino response, they are not responsible, if the account is opened even after the Self-Exclude.

Could you please help, how to proceed with my case.

do I have rights to claim the deposits back in my case?

Regards,
Yogesh

Disputed Casino Virgin Games Casino

Reason Refund declined

Amount £500

Discussion

LuckyDice15

• United Kingdom

10 years ago

Hi,

I have not received any reply

AskGamblers

• Support Team

10 years ago

Dear @LuckyDice15 ,

Any update regarding your complaint? Thank you.

Virgin Games Casino Complaint Stats

Resolved 2 / 7

Avg. Amount $1,063

Avg. Complaint Duration 121 days

Avg. Response Time 4 days

Virgin Games Casino Complaints

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Viirgin Games Casino - Withdrawal time is too long, still waiting for my money

I am a member of Virgin Games and I have been for 5 years. On the 27 of May, I won £1500 and withdraw like normal I then was fortunate to win £5000 and did the same.

I realized the next day I was not processed so I called up and they told me it takes a little longer due to larger amounts I waited and still nothing so I called up again and they asked for bank statements so I did that and until this day I have still not received my money.

I want to know a time I get my money and why it has been over 9 days and I still haven't received It

Unresolved

£5,000

Virgin Games - Unable to update bank and withdraw funds

Upon trying to change my bank account details to withdraw my funds, I went to update details and it wouldn’t let me put in the correct ones. I then went to deposit money into account hoping it would update my card and I’d be able to withdraw. But to deposit into your account you need to have £1 or less in your account which is absurd.

So I contacted virgin games through the chat, and got through to someone called Jon b who stated he would remove the funds so I could update my bank details. I agreed to this and he then left the chat.

I then typed something else which started a new chat, I explained the problem again and he agreed to do the same, remove the funds so I could deposit and update my details. He then left the chat.

I have had this problem now and all they do is leave the chat. It’s like they don’t want to let me update my bank details so I can withdraw my funds. It is beyond a joke it should not give an option to “update bank details” if this is not possible and should not be made this hard.

I don’t know what else to do.

Unresolved

Virgin Games - Unjustified account closure after asking about my withdrawal in their Live Chat, no sign from my payment ever since

I Won 100GBP, went on chat to ask about method issue I did not understand, then this happened...

Please note, I have not altered, added to or taken from, the fiowkng chat log. It is 'As is' when it was live. I fully not just givey consent to seek a copy from virgin games to Compare for authenticity.

"
On Friday, 23 October 2020 Chat Transcript wrote:

Chat Transcript with Alex
Chat started on 23 Oct 2020, 02:09 PM (GMT+0)
(02:09:07) *** Alex joined the chat ***
(02:09:07) Alex: Hi ive made all deposits with debit card all except one,the mot recent of £10 made via paysafecard and you've not given me an option to w/d to debit card which I've used recently to deposit with, and allowed bank transfer method only as w/d option wjsm. I have not used that method to deposit with?
(02:09:09) Customer Support: We are just searching for an available agent and we’ll be with you as soon as we can. Thank you for your patience.
(02:09:11) *** Marc B joined the chat ***
(02:09:20) Marc B: Good afternoon Alex.
(02:09:46) Marc B: For security, please may I take your full name, the month of your date of birth and the amount of your last attempted deposit on site?
(02:09:55) Alex: further are you not supposed to withdraw back to depositing methods only?
(02:10:05) Alex: Alex Ryan Lewis
(02:10:21) Alex: May
(02:10:27) Alex: £10
(02:10:49) Marc B: Thank you very much for passing security with me Alex.
(02:10:58) Alex: 👍👍
(02:11:01) Marc B: I will be more than happy to take a look at this with you.
(02:11:09) Alex: ty
(02:11:48) Alex: then debit card is linked o the same bank acct anyway
(02:12:18) Marc B: In regards to withdrawing, you are right, you can only withdraw to your most recent deposit method but if you deposit using either PayPal or Paysafe, it will automatically ask you to withdraw to your bank.
(02:13:12) Alex: why? I've got a perfectly good working experience and recently used debit card on acct.
(02:13:43) Alex: 1-4 days by bank mate vs 1-4 hours by dbt crd
(02:14:28) Alex: could you change it to whdrw by dbt CD?
(02:14:42) Marc B: First of all, I've just seen your withdrawal and congratulations, what a lovely win that is!
(02:15:07) Marc B: I'm afraid that is nothing we can do to change the withdrawal method especially when it's already been requested.
(02:15:07) Alex: thank you, I agree, it was
(02:15:28) Marc B: Could I just ask you a few questions in regards to your recent play please Alex, I will just need to note your account a moment.
(02:16:50) Alex: if its in regard to my level of comfort to what I am playing Marc, n.
(02:17:35) Alex: been over all that before so I'm not asnfering these quest. again
(02:18:16) Marc B: I understand that you have been asked them before but peoples situations do change so we will have to close the account if you're not prepared to answer the questions.
(02:19:17) Alex: Marc, the answer is no. All is exactly as if was in previous Answers
(02:20:14) Alex: dont start all this Marc....
(02:20:24) Marc B: I understand but I can not go against company policy or the gambling commission regulations. We have to ask them and if not, we must close the account. We must ask the question and see an answer. It is only a few questions and only takes a couple of minutes.
(02:22:01) Alex: in that case Marc, allow me to consult with UKGC asking them to clarify the claim u just madr, then I'll answer
(02:22:22) Alex: OK?
(02:23:05) Marc B: That's fine, if we feel that there are any concerns we must clarify with you to ensure your safety on site. Would you like to contact us back once you've spoken to them?
(02:24:16) Alex: I will email them then based on what they advise, I'll return and act accordingly.
(02:25:27) Marc B: Thank you very much Alex. Is there anything else I can help you with in the meantime?
(02:25:34) Alex: this clearly will not affect my ability to dep And play and withdraw Iust assume,
(02:25:46) Alex: no
(02:26:39) Marc B: It will not effect your withdrawal at all, you will still receive it within the timescales. In regards to deposits and playing, yes, the account is closed until you contact us back.
(02:27:22) Alex: to clarify, I have a cash bal Marc...
(02:27:50) Alex: your taking away my access to it becausr?a
(02:27:50) Marc B: Yes, you currently have £7.47 on your account. Would you like me to manually withdraw this for you Alex?
(02:28:33) Alex: I won't answer quest I have already given u!?
(02:29:35) Alex: this is fair and good practise? Marc, my cssh bal...
(02:29:51) Alex: send it bk to dbt and card
(02:29:51) Marc B: I understand that it may be frustrating but we have to ask these questions when ever we feel the need. It's even more of a concern for us when you're unprepared to answer them, thus, why we have to close the account.
(02:30:18) Marc B: As I've explained, we can't change the withdrawal method. This will also apply to the funds currently in your balance.
(02:30:26) Alex: I've answered them Marc, records show that
(02:31:47) Alex: so my money I deposited your stealing untul I agree to your fee demands
(02:31:56) Marc B: Those are past records, these are present. To clarify what our processes are Alex and there is nothing I can do to change them. If we feel we need to ask these questions, we must ask them no matter what, if they are not answered, we must close the account.
(02:32:17) Marc B: In regards to "Stealing" your funds, I've asked if you would like me to manually withdraw them for you. Would you like me to do that now?
(02:32:32) Alex: that's enough said, I'm going to UKGc sinse u reference them
(02:32:45) Alex: goodbye
(02:32:58) Alex: yes
(02:33:16) Alex: manually bk to dbt card
(02:34:13) Marc B: I can't change your payment method I'm afraid Alex. I must withdraw your funds back to your bank account as this is the active method on your account.
(02:34:31) Alex: then do it to bank
(02:35:16) Marc B: Not a problem. I will get that done for you right away Alex.
(02:35:22) Alex: I'm appauled and this is absurdly concerning
(02:35:26) Alex: ty
(02:35:30) Alex: bye
(02:35:56) Marc B: I'm sorry you feel that way Alex but these are the processes that we must follow.
(02:36:00) Marc B: Is there anything else I can help you with today?
(02:36:32) *** Alex left the chat ***

End of Chat quote.

I went back to say I will answer the questions because I wish to check withdrwal status and as seen in above chat, was told it would be fine to confirm with UKGC and if they confirm Virgin games statement, I'll answer their questions....again....for second time.

Phoned their 0800 No. to discover, 6 month Ban, zero explanation. I have no idad where my with withdrawal is or even if its been withdrawn.

This is a total disgrace.

Resolved

£107

Virgin Games - Missing Payments

On the 30/12/18 and 31/12/18 I requested the withdrawal of £50 and £40, respectively from my Virgin Games account. This was money I had won from real money I had deposited, and was to be credited to my Visa debit card. These payments show as clearing on my Virgin Games account on the 1/1/19 and 3/1/19, respectively, I have still not received this money though. I have spoken to Virgin Games and also my bank, The Halifax, numerous times over the phone and also on email. Virgin Games gave me ARN numbers for my bank to trace the transactions, my bank have said they are unable to trace the payments and Virgin Games should contact their bank to trace them. As i have not deposited using my debit card, i wondered if i had maybe pressed a wrong digit when entering the card details, I was told by Virgin that this is not possible. The last email I have sent to Virgin Games was to tell them my bank could not help and that their bank would have to trace the transactions, I have had no reply to this email and therefore I am asking for your help to resolve this situation.
I have deposited and withdrawn money numerous times with Virgin Games and other casinos and never had a problem, although this has always been through PayPal on Virgin Games. In these two instances, for some reason, I was unable to withdraw to PayPal and had to use my debit card.

Unresolved

£95

Virgin Games - Failed to resolve a game glitch in a fair way

I won a bonus game in zeus 3 and I won 25 spins but it kept freezing evey time it git to 16 spins left and I had already won £20 in the bonus and now they have took the bonus off of me and only gave me 80 pence back this is completely wrong because if I already won money in the game that money should come to me

Unresolved

Virgin Casino - Miserable verification

I have never senn such a bad willing casino. I wanted to play even deposit (I am so lucky that I didn't do that) but today when I wanted to sign in it was said that my account was closed. I asked the live chat operator. I copy here our talking: Please note: your live chat session runs from the top down.

Your chat session has finished. If you'd like to start a new chat, please click the link below.

Richard has left the chat room.

Richard: As I haven't heard from you for a while I'm going to hang up now. But if you have any further queries then please do come back to us. Bye.

Richard: Whether anyone else has or not, if our payment and security cannot accept them, you will need to send in further documents.

< name removed >: and all the other casinos have accepted them :)

Richard:I'm afraid we can't accept what you have sent so far.

< name removed >: interesting :)

< name removed >: but you don't

< name removed >: they accept it :)

< name removed >: and I sent the Hungarian Address verification documents we have those in Hungary, we use it before police too

Richard: We will need to see actual bills, not any receipts for this payment.

< name removed >: the post office receipts are the bills because I pay all my houshold expenses through the psot office

Richard: You have sent so far a Hungarian Tourist Guide licence, also some post office receipts but none of these we can accept as valid address documents I'm afraid.

< name removed >: I don't understand

< name removed >: But I've sent 3 utility bills yellow ones they are totally fresh

Richard: We ideally would need to see something like a bank statement or a utility bill which is dated within the last 3 months.

< name removed >: ?

Richard: It's not that anything is missing, it's a case that the documents you sent were not valid for our requirements in order to verify you.

< name removed >: Why? I've sent all the neccessary documents What is missing?

Richard: They requested further documents be sent on the 13th of November.

Richard: Thanks, looking at your account they are still waiting for an acceptable address document to be sent. The ones you sent could not be used to verify your address.

< name removed >: <personal information >

Richard: Thanks, and also please the first line of your address and post code and your pet's name?

< name removed >: < personal information >

Richard: Sure, can you confirm your name and date of birth please?

< name removed >: Hello

I wanted to sign in but my account is closed

May I ask you why?

Thank you

Richard: I've sent them 3 times the neccessary documnets, the copies of my utilitty bills. I don't understand how they cannot accept that here in Hungary we can pay our utility expenses through the post office in so called yellow cheque.

I also sent them the copy of my ID card and the Official Address Verification document that everybody has here in Hungary. All the police people have to accept it because it is our state document. But it is not good for the casino. It's horse-laughing.

What would they have done if I had deposited? They would have accepted my deposit and then suspended my accoiunt? They are very unfair. Be careful with them.

Hello, thank you for calling Virgin Games, how may I help you?

Resolved