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Virgin Games Casino

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.

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
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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.

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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
Affiliate Program
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. 

StallCation

Complaints

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

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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.
staus Resolved
£107.47
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 >

< 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?

staus Resolved
0

Complaint Statistics

Resolved 2
Avg. Amount $ 1,063
Avg. Complaint Duration 121 days
Avg. Response Time 4 days

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Player rating
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Top reviews from our players

Inactive user

Having been on Virgin casino when I came to it a couple of years later when it opened my experience were like eating a Thanksgiving Dinner. You have your main course of Turkey for game variety, mash potatoes for bonuses, stuffing to really complement the wins and gravy to make sure live chat gives you the help you need if everything turns really dry! Anything else that fell into the dinner that I have not mentioned is pretty much the winnings that turned out to be leftover losses in the end.

On my first deposit there was this 200% bonus that I really wanted to take up but unfortunately it was for new members that only resided in the UK and Ireland. The worst part of knowing this is the wagering is a very small 2x the playthrough on any deposit. Can you believe Virgin casino is holding this bonus worth only 2x!? That is a dream come true to select players because a very low wagering could turn everything into bills & coins in your pocket in just a matter of minutes! It was way too good to pass up that I "had to let it go!" So instead I played for a minimum deposit on $30 because Virgin casino only gave me a very good impression but changed when I could not take that very sweet golden opportunity. Instead I never had a good run from my deposit because rather than lady luck appeared to bestow me her amazing grace her evil sister showed up to make no ends meet. Lady luck stood me up!

Some of the games stopped me from wagering on them (Siberian Storm) because they can't take bets from my country. This was the same thing back in Casino770 where they have these new games but only selected countries can wager and play on them. Although it was really fun to play Secrets of the Phoenix. It was identical to the game called Elements in the NetEnt casino which cascaded every time a win shows up. If getting at least 4 wins in a row it will give you the freefall feature but on Secrets of the Phoenix they are called "Free Spins". It's the same with Elements but "More Free Spins" can be earned inside much easier!!! The best part with all this is their Red Wild Phoenix to expand after a few wins from it! This was pretty cool but was cut short for me.

It's a shame that this casino does not hand out Free Credits of any kind, just bonuses that did not apply to me. Overall, a UK based casino that has some enticing offers and great potentials! An 8 out of 10 for Virgin casino!

Inactive user

I can remember I had begun playing at the Virgin Casino when it launched in the year 2009, probably only because of the Virgin Brand, since them it's still one of my favorites. I love the fact that the casino offers games from all of the major providers and some from lesser known Casino software’s too. It was the opinion for me never to get bored and that I don't have to do multiple accounts to access Casino and Games. That I am just lovin so much. So yes, it's convenient, has a great variety and I've won many times too, over the years.

The only one negative reason always when I needed help from that customer support, they were often busy so I had might wait sometime along time, but I always did get served, cause just need to be patient at peak times. Definitely you should a look if you like a huge variety of games and good overall service.

I have been playing there occasionally for a lot of time. I'd play more at Virgin casino as there were a few more slots available, but with some of the top IGT games there, that's a decent enough start. They are intending to ramp that up so they say too.

I had deposited here only 15 euro with a deposit bonus, but I had wined not much at the last time for about 1 week. It made me really fun and I had made the wager to eighty percent till I had lost all. In anyway I would say that this casino is a really serious online casino, and that you can play on here really good. The Connection and safety grade is big, and don’t let you get any problems.

Like in some other cases i joined Virgin casino trough their poker site. Automatically when you sign up for Virgin poker you get your own Virgin account and with one click you can play at Casino or Bingo. I never had doubts about Virgin company because i knew they are a big name in UK and over the world so it was pretty safe place to deposit and play...

What surprised me was that support instantly asked me for my id document as soon as I made deposit. I sent them my photo id and it was confirmed the next day. I made a small deposit at Virgin poker but I was not getting anywhere with my balance, so it was time to step into a casino. There are many games at Virgin casino and they all look great and as usual I started with BlackJack. Bet was 50 p and I had a lucky streak and won 5 pounds from one I brought. Now I very much like in casino with Flash games that you have demo play and before you bet real money you can try it for free credits. So I tried Texas Holdem Shootout and it seemed this could be game where you can win some money. You play against two bots red and blue and the best hand wins. Now one boat in my case Red was constantly raising preflop bets no matter what cards he had. So I folded few times and waited for good hand and went all in. Both bots called my bet and I won with full house :) It was time to move on some slot after I boosted my balance on tables.

Slots are really nicely designed and there are a lot of them to choose from at Virgin Casino. My choice was Dragon Master 20 lines slot. With free spins and extra wilds. Unfortunately I was not so lucky and lost all my money on this slot but boy I had some fun at this casino.

Really they have everything that makes one casino top in this business: low deposits limits, low withdrawals, great reward points which you can exchange for money or other cool stuff, lots of games and great support. Not sure about finance yet because I did not withdraw but I am sure it is great like everything in this casino. My grade for virgin Casino is 9/10 and i recommend it to you all.

I registered with Virgin Casino last night as I was searching for UK casinos with a specific slot game, Wild Gambler.

Wild Gambler is a 20 line, 5 reel slot game with wilds which can be locked, locking wilds will cost more to spin, but the main reason I like this game is because of the rare bonus round which comes with 8 free spins, each time a wild drops in during the free spins the wild will stay locked until the bonus is over, I knew this was a brilliant slot from the first time I played it, the bonus paid over 200x my original stake.

Moving on to Virgin Casino, they have a first deposit bonus for the casino which depends on how much your first deposit is, in my eyes it was £20. Before the bonus is turned into my cash balance I have to wager my first deposit x20, the bonus will then be available to bet or cash out once I have done the wagering.

They also have regular bonuses, like play £5; get £5 on specific slot games which are bang for your buck :) Refer-a-Friend promotion as well. There is also a Rewards scheme, you start on Cheetah, and can move up all the way to Lightning, even at the lowest level you will still receive a nice Birthday Bonus, plus 100% deposit bonuses. (windfall bonus)

Looking at their selection of games, they have the top UK based slots which you will find in your local betting shop, Rainbow Riches, Cashino, Elvis, Casper, just to name a few. They also have new releases each week. You can play Instant play or download the casino if you prefer neater graphics.

Depositing money is easy, they have all the usual options, and withdrawing money also sounds easy although I wasn't able to make a withdrawal with my £20 deposit :(
I have sent a few friends referral links, hopefully get some nice bonus funds if they register, deposit and wager enough money.

This review features just a small section of what Virgin Casino has to offer as they are one of the biggest global companies in the world, I hope you read this and have a great time on their site as they are 100% legit and secure, have a fast live help response time and will sort out your query ASAP.

I rate this casino 10/10, top of the pile!

Virgin casino are quite a big name in the UK, and the company has a good reputation. I did not really have any qualms joining it, unlike lots of the smaller casinos out there. Another great thing they had going on at the time was a blackjack bonus, for people who liked playing blackjack. Warning though, if you play with a bot or automatic system, they can throw you off, and they do have software to detect it. So if you are going to hunt using blackjack, you are best learning off a system yourself.

The good thing about this casino is that you can pay through Paypal, which is convenient for people like me who use it all the time. The layout and design is just my thing, its cartoony and I prefer this to some of the standard beautiful female dealer that most other casinos use. You can play all the games online, but the games take ages to load and this is frustrating if you are impatient like me.

The blackjack is a really nice game to play. You get loads of options, and it seems to be fairly matched. I made a small killing although it could have been a lucky run. Similarly all the games are really nice to play with good graphics, are responsive - only let down is occasional slowdowns.

In terms of slots you get a massive selection of about 100-200 slots - there were 15 pages worth and I did not count them all. They are all playable, but I spent all my time on the cards rather than the slots.

You can also get some nice bonuses for playing, and playing on certain days and referring friends. It all adds up, and this is one of my top casinos. 9/10.

I really think if Virgin is going to have an online casino - they should have some No Deposit Coupons to tease the players with. ;)

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