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Virgin Games Casino

Item: Virgin Games Casino
Rating: 7.3
Author: Petar M.

Our Rating CasinoRank

7.3/10

CasinoRank

Player Rating 36 Reviews

6.4/10

36 Reviews

Complaint Response 7 Complaints

4 days avg. 7 Complaints

AskGamblers Quick Overview

Editor’s View

Virgin Games Casino comes with a straightforward design and a dominant red colour, that makes this casino recognisable. The navigation is simple and you can choose different types of games through the header.

Other than games, the casino is well-developed where they recommend different games and educate players on different gambling topics.

Petar M.

What we like

Live chat open 24/7
Different responsible gambling tools available
Mobile friendly

What we don’t like

Few withdrawal payment methods available

Affiliate disclosure

Our content contains affiliate links and we may make a commission on operator registrations and deposits made through these links. We only recommend licensed operators and we would not endorse any brand that is not verified by our experts. Get the truth. Then play.

Virgin Games Casino Details

Here you can find all the specific details about this casino.

General
Payments
Games
Responsible Gambling
Customer Support

Website

https://www.virgingames.com/

Established

2004

Licences

Gibraltar Regulatory Authority, UK Gambling Commission

Company

Gamesys Ltd. Casinos

Affiliate Program

Gamesys Affiliates

Languages

English

Casino Type

Instant Play, Mobile, Live Casino

General Information About Virgin Games Casino

Virgin Games Casino is one of the most popular UK online casinos, with the reputation they’ve built since 2004. The casino belongs to Gamesys Ltd. Casinos and it’s only available in English.

Besides the licence from the UK Gambling Commission, the online casino also has a Gibraltar Regulatory Authority licence. To register at the casino, you have to enter your email address and some personal information before you can make your first deposit.

Before you do so, read our online casino review to learn more about what payment options you can use, games you can play and the ways in which the casino supports its players.

Deposit Methods

Maestro, MasterCard, PayPal, Visa, Apple Pay

Deposit Fees

Withdrawal Methods

Bank Wire Transfer, MasterCard, PayPal, Visa

Withdrawal Fees

Withdrawal Limit

No Limits

Currencies

British pounds sterling

Pending Time

0-24 hours

Withdrawal Times

E-Wallets 24-48 hours
Bank Transfers 24-72 hours
Card Payments 24-72 hours
Weekend Cashouts No
Progressive Jackpot Wins None

Payment Information and Options at Virgin Games Casino

Virgin Games Casino offers only a handful of deposit and withdrawal payment options, such as Visa, MasterCard and Apple Pay for iOS users. The maximum amount you can deposit using the card is £10,000, while the amount is limited to £5,000 for Apple Pay Users.

Players who win at Virgin Games Casino can withdraw their money easily. The minimum amount you need to have to request a withdrawal is £10, When withdrawing to your bank account, the maximum amount you can transfer is £25,000.

The casino has a great withdrawal system. The pending time is up to 24 hours, while withdrawals can’t take longer than 3 working days, regardless of the amount.

Game Providers

4ThePlayer, Atomic Slot Lab, Bally, Big Time Gaming, Blueprint Gaming, Electric Elephant, Endemol Games, Evolution Gaming, Eyecon, Fantasma Games, Gamesys, Gamevy, Genesis Gaming, Golden Hero Games, IGT (WagerWorks), Inspired, Lightning Box, Games Global, NetEnt, Novomatic, Play'n GO, Pragmatic Play, Push Gaming, Red Tiger Gaming, Relax Gaming, The Rogue Games, Slingo, Barcrest Games, Snowborn Games, GreenTube, G Games, Light & Wonder, WMS, Elk Studios, Just For The Win, Red7 Slots, Indigo Magic

RTP

Publicly audited

RNG Tested

Progressive Jackpots

Game History Feature

Games at Virgin Games Casino

Virgin Games Casino comes with over 900 casino games, including online slots, table games such as roulette and blackjack as well as live casino games.

You can’t play games in demo mode and to access the online slots and other games, you have to register. The easiest way to access casino games is select all games and use the search button. The slots aren’t sorted out by categories, which makes it slightly more difficult to find what you need.

There are plenty of table games as well as live casino games, while players can also try online bingo, Slingo and some free games.

Deposit Limit Tool

Yes

Wager Limit Tool

Yes

Loss Limit Tool

Yes

Time/Session Limit Tool

Yes

Self-Exclusion Tool

Yes

Cool Off/Time-Out Tool

Yes

Reality Check Tool

Self-Assessment Test

Yes

Withdrawal Lock

Self-Exclusion Register Participation

Gamstop

Virgin Games Casino’s Commitment to Responsible Gambling

Because Virgin Games Casino is active in the UK, it is obliged to provide various responsible gambling tools to players.

You can set session reminders to give you notifications after 30 minutes of activity, as well as various limits to prevent you from spending more than you intended. These can be easily set within your account and reset at any point.

Also, players can choose to cool off from 24 hours to six weeks. If you need more than six weeks, you can always request self-exclusion, which can last up to five years.

Live Chat

24/7

Email Support

[email protected]

FAQ Section

Customer Support at Virgin Games Casino

Virgin Games Casino has a well-organised Help Center that contains detailed articles and FAQs to help you navigate through the casino. There’s a chance you’ll find your answers here, but if you don’t, you can always contact the casino support.

Live chat is open 24/7 and the agents who work at Virgin Games Casino are really helpful. All you have to do is enter your name and email address. You don’t have to be logged in or to be a member to get in touch with the customer service.

We tested this feature and it’s safe to say that if you ever need assistance at Virgin Games Casino, you’ll have nothing to worry about.

Not only are the agents responsive, but they’re also quite pleasant to chat with. It’s clear from the messages that you don’t deal with chatbots or agents who just copy/paste information from Terms & Conditions, which is the case in the majority of online casinos.

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Complaints

Read the complaints other players have left for Virgin Games Casino. Learn more about complaints.

Show all complaints

Submit complaint

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

£5000

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

£107.47

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 - Allowed to open account even after an ACTIVE Self Exclusion

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

Unresolved

£500

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

Complaint Statistics

Resolved 2

Avg. Amount $ 1,063

Avg. Complaint Duration 121 days

Avg. Response Time 4 days

Review this casino

Share your thoughts with other players

Player rating

6.6/10 ● 36 reviews

Top reviews from our players

billyboy077

8 years ago

9/10

Can somebody tell me about the free daily games? Has anyone won big on them at the end of the month?

porche296

8 years ago

8/10

I have tried many sites,and find Virgin games one of the best.I have had good customer support and the free game every day is great.There are lots of loyalty bonuses and promotions.They would phone occasionally and ask if I was happy with everything and would reward me with a bonus at the end of chat.

I excluded myself for 6 months from Virgin and did not realise that by doing this, you exclude yourself from all the other game sites connected by same company.

Inactive user

8 years ago

8/10

Players retention offers and cash back is great. Often signing into my account to find a wager free bonus sitting for £50 is a great start to THE DAY.

Down side is website under an umbrella of company and if you self exclude from one they close all accounts.

TC1994

8 years ago

8/10

PayPal withdrawal is very fast within 4 hours

Good free game

Good selection of games

Loyalty bonuses

Helpful if any problems

mickey30

8 years ago

1/10

Good selection of games and chat, nothing else good I can say.

Dislike their terrible attitude to problem gamblers. I self excluded in 2010 and they replied to my email saying I had requested to be permanently self excluded. I forgot about this and opened another account under the exact same user name and address and ip address of the the excluded account, so obviously should never have been allowed to open another account. Their is no point having a responsible gambling policy if you don't apply it. Happy to take your money but not to accept any responsibility for keeping you safe.

HK194249

8 years ago

8/10

I really enjoy playing here. Quick payouts, daily free games, I also enjoy the roulette streets of gold I haven't found this at any other casino.

Their VIP team also call once a month to check that I am happy with everything and to inform of new offers and promos.

Not a massive selection of games, but the good far outweighs the bad.

stevebagman

8 years ago

2/10

Decent selection of games. Quick withdrawal process.

You better not loose connection. Bungled attempt at a live casino. The online support is what I can only describe as SHOCKING.

So here is my experience, been playing for a few weeks, slots, live blackjack, and as another reviewer stated the "side-games" "randomly generated winners" all appear to be people that are active in the chat, with the hoist.

But by far the worst, is if you loose connection, during a game of live blackjack, then the game continues in your absence. Unlike other sites that realize you have lost connection, and allow you to finish the hand in the RNG mode. So here is what happened to me £22 wager, dealer gets 8 I get 8-3 SO I have 11, so as the odds are in my favor I will as usual in this situation double down. SO £44 BET. But for some reason the game frooze, which I did not see as a problem as with other sites I have used, you just continue the game from when you lost connection against the RNG RANDOM NUMBER GENARATER. But when I reconnected, the system had left me on 11, 11 for people that don't play jackpot, is a hand YOU CAN'T BUST WITH 1 extra CARD.

So contacted online support, who first blamed my connection and basically said tough luck, so I asked to be put in touch with complaints, to which they offered the original £22 wager back, I reluctantly said ok, and explained I would withdraw the funds and play elsewhere in the future, To then be told the funds where not withdrawlable.........

Shocking customer service, STAY AWAY, it's all good till something goes wrong.

ManchesterUnited2020

8 years ago

8/10

One of the best things about Virgin Games is the Daily Free Game which is what draws a lot of their ever growing members to come back each day.

I used to deposit small amounts and never used to gain much from their daily promotion which can potentially pay you out hundreds of pounds plus free spins at the end of the month, however you need to come back each day to unlock the date and at the end of the month you will be given a random number of keys.

One Week I managed to deposit £1500 and the daily free game would pay out huge the following month so that's something to note if your planning on coming here.

The VIP also likes to phone you up and offer you goodwill gestures and bonus offers, they gave me £150 with X1 wagering which is unheard of in the modern day online casinos.

In terms of games they offer a range of Netent and WMS with more than enough great titles to choose from. Support is easy to navigate and always helpful. Managed a Few Cashouts without the hassle for ID.

On Desktop I noticed Some of their slots will load up with a chat box which can easily be turned off but can cause lag and connection problems.

Still need to see a few more games and software providers.

They are still behind in terms of promotions but I would say their daily free game covers that up well, they also offer occasional cashback offers but don't expect more than 15%.

Their poker software isn't at a level where it can compete with most big poker sites. Would be nice to see Downloadable Software

Tomkko

8 years ago

9/10

Clear bonus terms
No problems with withdrawal
Good customer support

Not so many games
It's always laggy at the peak time

richlang3

8 years ago

10/10

Pay out straight away, and lots of offers. Won't use anyone else, going forward. Had awful experience with Power Spins a few days before, and made me realize how good Virgin are.