[RESOLVED] Virgin Casino - Poor treatment of High Rollers.

[uungy]

Come on, stop ranting and raging.

As far as I can understand Virgin have apologised in their email. While it may be wrong what exactly was in the email, I think its time to stop picking at them, at every little word they say, and disecting it. Its not a new term they have entered, and not blamed you for what you have done, so if their server was slow, which I am sure they understand, and may be the reason why it was re-looked at again, however enough pulling, and why cant people give a little credit when due?

[topoor]

The terms that they have described as the reason for the ban are ridiculous. My account was relooked at because I asked for it to be - even though I have no intention whatsoever of returning to Virgin.

What should I give them credit for? Banning me for no reason then reinstating me to avoid bad publicity? You can give them as many as you like but it still doesnt change the fact that they are

There is absolutely no credit for them in this whole exercise and NOBODY should give them any!

[vinylweatherman]

Depositing at the time of a promotional offer but not playing. - BECAUSE YOUR SERVERS OUR SO POOR THEY CANT HANDLE EVERYBODY PLAYING AT THE SAME TIME!!!!!!!!!

This is to be expected, if players deposit and then find the software has this problem, then they will go away and try again when they think it is "off peak", which will probably be when the promotion is over.
Why does it matter WHEN they play anyway, the WR still remains.

Stacking promotions up over a period (by depositing and not playing) and then converting them all in one sitting.

This, in itself, would not give the player an advantage (unless the stack was wagered in one go for a 50/50 bet, and then ground out for meeting WR - is this what was happening?). The casino could also introduce a term that either removes unplayed bonuses after a certain time, or forbids another bonus from being credited while there is an unfinished bonus in the account (32Red have this second rule).

Only ever playing to qualify for promotions and wagering through the bare minimum to convert these bonuses - WHY HAVE A WAGERING REQUIREMENT AND A RESPONSIBLE GAMBLING POLICY? YOU OFFER TWO BONUSES A WEEK WHICH REQUIRE 35X TO CONVERT - NOT TO MENTION A MONTHLY THAT REQUIRES 75X - I WOULD BE A GAMBLING ADDICT IF I PLAYED MUCH MORE THAN THAT

Really! The WR are so high that it would be irresponsible to push the luck beyond the 75x WR, or players would never have a fair chance of winning.
A ban is not necessary though, the "32Red rule" I mentioned could be introduced instead.

It seems some players are receiving a reversal of the bans, but no public comment by Virgin Ace has been forthcoming, so we still don't know what was really going on. Virgin should address the issues with their servers, so that all players can play during the promotional periods without suffering a severely degraded service. They should not advertise for new players till they have the capacity in place to handle their existing ones.

[lojo]

If there hasn't been, or there isn't going to be, a change in BUMBLE, i would suggest that Virgin is need of a major overhaul.

prk handled his end to my satisfaction.

I've always been leary of richard's mojo, always will be.

[GrandMaster]

The casino could also introduce a term that either removes unplayed bonuses after a certain time,

For the weekly "stake" and "delight" promos you have to finish wagering within the two days promotional period. You cannot stack up the bonuses any more. As the bonus were awarded after wagering, doing one big bet and grinding out the WR was never a useful strategy.

[tristan727]

Ok, so Virgin don't want people to wager them all in one sitting. This may be fair enough - as we don't currently know the reasons why. Possibly they just see it as being the activity of someone not really interested in playing at their casino on a casual basis.

However, at the same time - they have changed the rules of qualification for the Virgin Voucher draws. Until recently, you just had to play once in a day, to qualify for a ticket. 7 days=7 tickets. Now they have changed it to every £20 staked.

So at one end they are trying to stretch you , and at the other they're squashing you back into shape?

Anyways - looking forward to seeing what the new promos will be.

[Virgin Ace]

Hi all,

My apologies for the late response. We wanted to get an e-mail out to players affected by our decision last week before coming back to you all.

After some very fair and valuable feedback from players – both by email and here on the forum - we have decided to rather review the way promotions are run at Virgin Casino and reopen all affected accounts to receiving all the promotions. We’re really sorry for all the anger and frustration caused by our decision last week.

We have now made some changes to our promotional terms and conditions and we’ll be reviewing our promotions program over the coming weeks. After all, what we really want is to see people enjoying our fantastic portfolio of Las Vegas’ most popular games. And if we can throw in a few great incentives along the way to reward loyalty, then that is exactly what we are going to do.

Following player feedback we do now understand that changing our promotions system is a much better way forward than restricting player accounts.

Should you have any questions, comments or feedback, please feel free to e-mail me on virginace@virgingames.com.

Kind regards,


Virgin Ace

[vinylweatherman]

Hi all,

My apologies for the late response. We wanted to get an e-mail out to players affected by our decision last week before coming back to you all.

After some very fair and valuable feedback from players – both by email and here on the forum - we have decided to rather review the way promotions are run at Virgin Casino and reopen all affected accounts to receiving all the promotions. We’re really sorry for all the anger and frustration caused by our decision last week.

We have now made some changes to our promotional terms and conditions and we’ll be reviewing our promotions program over the coming weeks. After all, what we really want is to see people enjoying our fantastic portfolio of Las Vegas’ most popular games. And if we can throw in a few great incentives along the way to reward loyalty, then that is exactly what we are going to do.

Following player feedback we do now understand that changing our promotions system is a much better way forward than restricting player accounts.

Should you have any questions, comments or feedback, please feel free to e-mail me on virginace@virgingames.com.

Kind regards,


Virgin Ace

This is much better.
I was about to ask how on earth players could "stack up" if the wagering had to be completed before the bonuses were given. After wager bonuses remove all the traditional forms of "promotion abuse" since the player's own money is all that can be wagered till the WR has been completed.
To complete the reconstruction of the promotional calendar, the issue of slow software must be addressed. If promotions are intended to add to the enjoyment of play, then slow server responses remove any enjoyment, and effectively turn meeting WR into an unpleasant chore, which leads to players only being able to "enjoy" the end result, rather than the journey - what follows is obvious, "promotion abuse" rather than casual play.

Despite the criticisms, one complaint was notable by it's absence, confiscation of winnings after the fact, all too common in the industry, and far worse than a bonus ban.

[tristan727]

Yeah, it's the slowness & the 'upgrade' that's the killer. Seems to have happened at Getminted & Bluesq too. Once you've completed the wagering of a bonus@Virgin - to see your new balance you've got to log out of the game, where it transfers your funds from the game, back to your account where your bonus resides. Previously (back in the dark ages apparently) it would credit your funds automatically.

Now who's more likely to carry on wagering then past the bonus, someone who's in the middle of a table or slot buzz, or someone who's just logged out to get his balance updated? Or mebbe it was deliberately done to keep people wagering, not knowing if the bonus hit? Whatever the reason, it's a very annoying & un-necessary step backwards IMO.

[liquuid_fusion]

I'm finding Wagerworks almost unplayable at the moment due to the slowness since the upgrade.