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Virtual City Casino - account blocked

Complaint Info
Disputed casino Virtual City Casino
Reason Bonus terms violation
Posted on May 16, 2014

All my dears .... i was checking the website for this casino and i found the promotion is interesting and i said why not to try it . i made an account and they offer me a bonus for 50$ and which give me 5 free spins and i got 20$ at the end but i have to deposit .1$ i said okay but after i played and met the minimun requirment they asking for and after confirming with the people in customer support i made a withdraw of 100$ and everything was smooth and fine and after 1 day they sent me an email to reverse the withdraw and they will offer me 25% bonus on the amount i will reverse and i didn't agree and then i received other email saying that my account it block !! for what i don't know now i beleive in that all online casinos is a joke and will never let you cashout even 1$ and i hope to see your reaction about this matter

Posted on November 20, 2012

When joining the casino the player ticks a box that they have read and understand the T&Cs of the casino. It is the player's responsibility to read and understand the terms and conditions.

The player broke the terms and conditions by placing bets over 25% of the bonus received. Bets placed were 50% of bonus amount received (much higher than the 25% limit stated in the terms). Therefore the withdrawal was confiscated.

It should be noted that the player only deposited $0.10 to receive the $20 bonus.

It should also be noted that the email regarding the reversal bonus is automatic, not a personal email. The outcome and the email are not related.

The player was sent the following email:


Hello Player,

We would like to inform you that your cashin and account has been blocked due to a breach of the Bonus Account Terms and Conditions of the casino.

For more information please look under Bonus Account Terms and Conditions include >> Point 13

“The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings for irregular play. ‘Irregular play’ includes but is not limited to any one or more of the following types of play:

1. Placing single bets equal to or in excess of 25% or more of the value of the bonus credited to the account prior to the play-through requirement for that bonus having been met;

2. Using the double-up feature to increase bet values;

3. Even money bets on Sic Bo, Craps and Roulette”

4. Starting a game's feature after the bonus balance used to build up the credits towards the feature has reached 0.

Therefore, the winnings are void and have been confiscated. Your casino account will remain locked.

Kind regards,


Risk Management

Casino Rewards


After replying the player also received the following email:

Hi there,

Please be advised that it is your responsibility to read, understand and accept the Terms and Conditions prior to wagering on a real player account.

As a result of the aforementioned breach of the Casino's Terms your account has been close permanently and the Casino stands by it's decision.

Kind regards,


Risk Management

Casino Rewards

Posted on November 21, 2012

Hi.. when i was playing on your casino first i was playing Roulette and i was asking you customer support online if you want staff names ( zoe, after that i asked maria ) about the wagering and how much more i have to play and if iam playing wrong they said wait for while and then said there is nothing worng with the way you are playing and suggest me to play slots games because the wagers is lower than roulette .... after i met the requirement in slots games i went back to roulette and i win enough money just 100$ and i made a withdraw after that i got this email

Dear mena,

We are pleased to tell you that your recent withdrawal(s) are being processed. Please take a minute to read the following important information.minute to read the following important information.



Currency 100.00

tvcr0139903118 US Dollar

Your Preferred Method of Payment (PMOP)

While we will do our utmost to pay your withdrawal using your PMOP, there may be instances where this is not possible.

Please note if you have deposited with an e-wallet or Visa card we are obliged to return any withdrawals via the same method up to the amount of your purchases (depending on your country of residence). Any additional amount will be sent via your selected PMOP. Due to banking restrictions we can no longer refund to certain credit cards.

Pending Period

Your withdrawal will remain pending from the time of withdrawal for two business days. During this time you may reverse the withdrawal in the banking pages of the casino by selecting ‘Reverse Withdrawal’.

We thank you for your cooperation and if you have any questions please contact us.

Kind Regards,

Payments Team

and then other email

Keep playing and get an extra 25% bonus on us!

Today is your lucky day! We are offering a limited time bonus for reversing your withdrawal. Reverse it today and get a 25% bonus up to £€$200!

How to Claim your Bonus

After you have made the reversal, just contact our helpful and friendly support centre on one of the toll free numbers below and say the code word "Reversal Riches". Within minutes you can be back in the casino playing with your free bonus! Good luck and happy gaming.

Henry < surname removed >


suppor­[email protected]­asi­nor­ewa­

suddnly every thing changed because i refused to revese my withdraw they blocked my account and stop my withdraw .

at last if there is any fault it's your people in online customer support they don't know what's the right information about there casino and guiding people upon what they think not upon your casion policy.......

I think you have all the live chat records you can go back to it and check what they said

Thank you

Mena < surname removed >

Posted on November 21, 2012

Mena it is your responsibility to abide by the terms and conditions that you agreed to. The support staff are there to give you support. They do not do checks on whether you have broken the terms and conditions. That is the job of the risk management department.

If I didnt know better I would think you purposely asked the support staff if there were any problems with the way you were playing so you could use it against the casino when they confiscated your cashin, as you knew they would do.

Again, the email you received was automated. It was not sent by a real person but generated automatically by the system. Every player who requests a withdrawal receives the same email.

Unfortunately since you broke the terms and conditions, there is nothing further I can do to help.

Posted on February 26, 2013

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Virtual City Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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