Virgin— player complaints: 6 in English

I'd recently finished a Gamstop Exclusion and decided I'd open a betting account for my weekend football fix and set a deposit limit. I tried to sign up for Hollywood bet for a promotion and they instantly emailed me after registering that due to a previous gamstop Exclusion they had closed my account to prevent any possible harm... that's when I found livescore bet they allowed me to sign up and bet freely but I set a deposit limit. A few weeks later deposit limit reached I signed up for virgin bet not knowing that they was the same company I was allowed to register and set a different deposit limit to livescore bet eventually over a 6 month period I was allowed to deposit £3000. In that Time I was able to regularly change my deposit limits on both accounts to suit my needs of addiction. I was placing bets of £100 stake never once questioned I was able to close my livescore bet account during a conversation on live chat and still able to gamble with virgin bet, I was then able to re open my live score bet account and gamble Instantly with no 24 hour cool off period I've raised complaints with both virgin bet and livescore bet but only virgin bet have replied and say there replying on behalf of both virgin and livescore Regarding me closing my account they have explained that my account was only closed temporarily when I spoke to them on live chat as I never asked them to self exclude. [EDIT] a director at virging has replied also stating they tried to phone me regarding safe gambling tools but I did not answer so they emailed me asking me to contact them to discuss.. I've looked for this email and it doesn't exist I've asked them to forward the email originally sent and they are refusing. Also this was when I first opened my account surely if I didn't answer the phone or respond to there non existence email they would of temporarily closed my account whilst waiting for a reply ? Not just let me carry on gambling freely ? The told me to contact there ADR who told me it's not something they deal with. × I'm just confused how a 2 different sites are connected they say there not but the other emails back on there behalf × claim to contact me through phone and email about safe gambling and just let me freely gamble as I didn't respond × when I asked to close my account on live chat surely they should of promoted safe gambling by offering me options like self exclusions etc

Virgin bet failed to keep me save with a limit I agreed with a advisor of £1000. I was able to lose £6400, which I deposited and lost on the 25th and virgin bet are saying they are not to blame. I’m angry that virgin bet are thinking it’s acceptable to not take responsibility for their system failures and I would like them to put it right. As far as I’m concerned, and what the advisors led me to believe when setting a limit regardless of previous winnings which they specified as an excuse, a maximum amount of what the limit requested should not be exceeded. After all, there literature does not make this clear and the advisor hadn’t clearly mentioned anything like that when set on the 17th may and a advisor asked me to confirm my limit on the 24th of may which I confirmed with them to be a £1000 I don’t see how that had changed and the advisor not making me aware it had changed and the winnings had been added on to my limit according to there response.

In 2010 i had an account under the user name [EDIT]. I permanently self excluded and had a confirmation email to say that I had done so. In 2016 I opened another account as I had forgotten I had previously self excluded. The new account had the exact same username as the one I used in 2010, the same email address and house address and name and ip address. I subsequently lost money which I wouldn't have done if they had honoured my self exclusion. Their excuse was that the casino changed ownership in 2013, how was any self excluded player supposed to know this information and that they would not put all the self excluded players onto their systems when they took over the casino, especially as there was no emails sent to alert the self excluded players.They had a duty of care to make sure all the people on the self excluded list were transferred when they took over. As a big company, I can't believe that it wasn't a requirement when gamesys took over to make sure the people who had previously self excluded, stayed self excluded.

Virgin games I recieved 21 complimentary spins won £88.15 pence withdrew the 88 pound and have never got it I supplied bank statement to prove not got it they said it had been returned to them so gave it me back to my online casino account I did withdrawal again and still not got it the second time round telling me it takes from 24 hour to 2to3 days to clear it's not cleared so telling me I have to wait ten working days in case of delay I spoke to bank no payment received what so ever so I want it sorting or I'm taking it further if already been to trading standards so can someone please contact me about this [EDIT]

Hi ThePogg Team, I am reaching out to you because I have the following issue. I signed up to Virgin Casino a few days ago and deposited 100 GBP. I was by default entitled to 200% bonus. Once I completed the sign up process, I started playing blackjack and made 4 winning hands. I stopped playing for a little and then logged back in later and tried to withdraw money but I wasn't able to as I found out I had to complete rollover requirements. I checked the terms and conditions of the bonus and decided to buy bingo tickets so that I can make sure my money is wagered and I can freely operate with it. I completed the rollover and then I decided to withdraw 1000 out of my 3500 and left 2500 so that I can play later with it. On the next day , I received email from Virgin that my winnings will be voided as I have breached the terms and condition (note: I am positive I have not breached any T&Cs). My initial withdrawal request of 1000 was successfully paid to my account but the rest of my winnings were taken away. Would you please be so kind and escalate this issue as I find it not fair for massive casinos such as Virgin to do that. Please see below my email used(as well as name and password) to sign into the virgin casino website email: [EDIT] Please let me know if I can provide any other information. Thanks, [EDIT]

Hi, Casino: Virgin games my username: [EDIT] my email: [EDIT] I opened only one account with Virgin games and deposited 100 pounds and got their welcome bonus of 200 pounds. I played few rounds of blackjack and baccarat which they did not forbid on their terms and conditions when i made my deposit. I won then did the wagering requirement on bingo 10 pounds a round which they recommended to me and even told me i can buy a bulk in advance without a problem (conversation below). I also played some slots 5 pounds a spin. I made a withdrawal request and they refused to pay listing some reasons in their favour just not to pay me. They blocked my winnings and my account. Conversation i had with them: [VIRGIN REP]: Hi, my name is [VIRGIN REP]. How may I help you? [PLAYER]: hello [PLAYER]: i would like to know if it's fine to purchase bingo tickets in a bulk in advance please? [VIRGIN REP]: Hello [PLAYER] I can certainly look into the matter for you. For security, please may I take the month of your date of birth and the amount of your last deposit on site? [PLAYER]: Aprl [PLAYER]: 100pounds [VIRGIN REP]: Thank you for answering those questions. Please bear with me for a couple of minutes whilst I check your account. [PLAYER]: thanks [VIRGIN REP]: Thank you, I'll be as quick as possible. [VIRGIN REP]: Thanks for holding, you may indeed bulk buy in advance to meet the wagering requirement you have on your account there [PLAYER]. [VIRGIN REP]: Is there anything else I can help you with this afternoon? [PLAYER]: alright thank you. So its fine [VIRGIN REP]: That is correct [PLAYER]. Email they sent me: Response By Email ([EDIT]) (02/11/2015 10:10) Dear [EDIT] We are contacting you in regards to your Virgin Games account with the username [EDIT]. During a routine security review of your account, noticed that your wagering activity is in breach of the Virgin Games Terms and Conditions: 7. Bonus abuse: Bonuses are provided for game enjoyment and free play to reward our valued members. We have a zero tolerance policy towards bonus abuse and we reserve the right to block and remove bonuses and associated winnings from member accounts that we suspect, at our sole direction, are involved in bonus abuse. Evidence of bonus abuse may include, but is not limited to the following behaviours, or attempted behaviours: a) Using multiple member accounts to claim a bonus more than once; b) Using a bonus to place a wager or series of wagers that are each a high proportion of a playable balance, followed by a series of small wagers to complete bonus wagering requirements at low risk; c) Using a bonus to place a series of wagers of which a high proportion of single wagers are more than £10 on slots or more than £40 on table games; and/or d) Intentionally depleting a playable bonus balance to expire the bonus, after which collecting winnings from advance bought bingo tickets, or pending slot bonus round(s). In light of this, your account has been deactivated and the winnings have been made void. Please note on this occasion we have returned your deposit, however on any future accounts all funds will be voided. Thank you for your understanding and cooperation on this matter. With kind regards, Virgin Games Gaming Finance