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Virgin Games - Missing Payments

UNRESOLVED
Complaint Info
Disputed casino Virgin Games
Reason Delayed payment
Amount £ 95
nrendell1 United Kingdom
Posted on February 13, 2019

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I have deposited and withdrawn money numerous times with Virgin Games and other casinos and never had a problem, although this has always been through PayPal on Virgin Games.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.

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