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

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

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.

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 >

< 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?