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Virgin Casino - Miserable verification

Complaint Info
Disputed casino Virgin Games
Reason Verification issues
Posted on June 18, 2015

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?

Posted on November 30, 2012

As part of our licence requirements and to ensure player security and integrity we are required to verify all depositing players. Where we are unable to do this electronically against public records or a bank or credit card we will require our customers to help us by provided documents. To ensure integrity and security these documents should be valid i.e. no longer expired, and recent e.g. a utility bill or bank statement which confirms the address as current and associated with the account holder. For obvious reasons, documents which have expired or are out of date carry higher levels of risk, and receipts of payments made do not provide the information as required.

We appreciate that sometimes customers do find the process inconvenient or cumbersome, however protecting players against the risk of identity theft, maintaining the integrity of our customer base and ensuring that we remain compliant with all laws and regulations.

Posted on December 17, 2012

 Can we close this complaint now?

Posted on June 18, 2015

Based on the correspondence with a casino management, we can confirm that player's documents didn't pass security verification. We consider this complaint resolved and closed.

Virgin Games Complaints

  • 2 of 5 resolved
  • 4 days avg response
  • 6 months avg complaint life
  • 209 USD avg amount

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