Virgin Casino / Virgin Games Bad Experience

[Nate]

Hi All,

Just though I would share my experience with you before you decide to sign up at Virgin Games.

I registered an account a few days ago at Virgingames.com (Accredited here). I used my account to play for free and check the games out. I decided to make a deposit today and have not had a pleasant experience thus far.

I deposited and did not claim the welcome bonus. Im glad I read the terms because I had intially planned on taking their welcome bonus. The reason I did not take the bonus is because of the following:

•A minimum first deposit of £5 must be made to qualify for the Casino Welcome Bonus.
•You must play through 25 times your first deposit amount to earn your Casino Welcome Bonus.
•Earn your bonus by playing through your first deposit, additional deposits or winnings.
•Once the play through requirement above has been met, we will match your first deposit with up to £100 cash.

I find the bonus terms to be a bit ridiculous and I did not want to be held to such terms. To top it all off, you can't even play thunderstruck???

In any event, I just deposited and continued playing. Played for a bit and just as i started to go ahead, none of the games would load. I opened my email and noted an email from virgingames. The email basically says that my account is suspended until i submit documents???? So i get on the live chat function and speak to Dave. Dave advises me that the account is locked for verification. He further advises that it will take up to 24 hours.

I submitted my documents at about 8am (UK Time) and figured that it would be verified by the evening. At about 18h45 (UK Time) I get onto live chat and speak to Dave again... Dave advises me that my account is still not verified and that it takes up to 48 hours now. I asked him why is it now 48hours and he advises that there is a 'Backlog' on verifications and the Security Team have left for the day.

I express that I am not happy because my session was terminated and account locked during Live Play and my documents were not even looked at during the business day.

Dave promptly refers to the T&C's and ENDS the chat whilst i am still chatting???. What a rude little fart!!

VirginGames - Thank YOU, you certainly have made a GREAT impression!!

Nate

[ergopro]

Have had similar experiences with "UK bookies&casinos".
I guess it's part of their KYC (know your customer) policy that they verify player's identity before allowing them play. Has happened in few hours though.
As far as the bonus terms, I think it's an after wager bonus and once the wagering required is made, then it's plain cash with no restrictions.
I kinda like them- get some extra and have almost no restrictions with the deposits.

[Seventh777]

Just a few pointers Nate, the bonuses here are very good, bearing in mind you can deposit, take a bonus, if you get a good hit you can cash out as there is no bonus in your balance with a w/r to hold you back, and, if on the other hand you have made the w/r, the bonus you get has no w/r, it is 100% real cash..

As far as which games qualify i`m sure TSII is still okay, if not, you can still play these games but your bonus progress bar will not move, as far as account verification goes I never had this problem, but then again they are my ISP, landline and mobile Phone providers lol.

The abruptness of their CS is not the norm though, I would personally make a complaint about Dave tbh.

[petro]

Thanks Nate I enjoyed that post. Much more amusing than other posts.

[vinylweatherman]

Just a few pointers Nate, the bonuses here are very good, bearing in mind you can deposit, take a bonus, if you get a good hit you can cash out as there is no bonus in your balance with a w/r to hold you back, and, if on the other hand you have made the w/r, the bonus you get has no w/r, it is 100% real cash..

As far as which games qualify i`m sure TSII is still okay, if not, you can still play these games but your bonus progress bar will not move, as far as account verification goes I never had this problem, but then again they are my ISP, landline and mobile Phone providers lol.
The abruptness of their CS is not the norm though, I would personally make a complaint about Dave tbh.

They are my ISP, TV and backup phone provider.

TV = Crap, forever fouling up, on demand doesn't work, sound drops, etc...
ISP = Crap, buffering, stalling, instant disconnects. etc.....
Phone = Crap, more expensive than my other line, but good for free calls to CS.

Mobile = no chance mate, probably crap too.
Adverts = pack of lies.

Technical expertise = Crap, 4 years to fix a door on a metal cabinet

Email = Crap, always "server unexpectedly terminated........"

I am thinking of "unexpectedly terminating" something else

Casino = probably breaks down all the time just like everything else, and I bet half the bulbs have blown on Thunderstruck in any case, and no-one can be arsed to fix them.

[Nate]

Have had similar experiences with "UK bookies&casinos".
I guess it's part of their KYC (know your customer) policy that they verify player's identity before allowing them play. Has happened in few hours though.
As far as the bonus terms, I think it's an after wager bonus and once the wagering required is made, then it's plain cash with no restrictions.
I kinda like them- get some extra and have almost no restrictions with the deposits.

I fully agree on the KYC...should be implemented BEFORE a deposit is made and the account should not be shut down in the middle of real play...

Just a few pointers Nate, the bonuses here are very good, bearing in mind you can deposit, take a bonus, if you get a good hit you can cash out as there is no bonus in your balance with a w/r to hold you back, and, if on the other hand you have made the w/r, the bonus you get has no w/r, it is 100% real cash..

As far as which games qualify i`m sure TSII is still okay, if not, you can still play these games but your bonus progress bar will not move, as far as account verification goes I never had this problem, but then again they are my ISP, landline and mobile Phone providers lol.

The abruptness of their CS is not the norm though, I would personally make a complaint about Dave tbh.

I understand the bonus terms differently... just below the wagering requirements is this:

•You may ONLY play on the following games to qualify for this offer:
â—¦All Slot Games EXCLUDING the following:
â– All MegaJackpots slots
â– All Marvel Jackpot slots
â– Millionaire's Club II progressive slot
â– Pharaoh's Treasure progressive slot
â– Texas Tea
â– Thunderstruck
â– Enchanted Unicorn
â– Monopoly Here and Now
â– Rainbow Riches - Win Big Shindig
â– Wheel of Fortune Triple Action Frenzy
â—¦All Instant Win Games (excluding Multiplier, Casino Dice and Fortune36)
â—¦All Phantom Belle Video Poker
â—¦Ten Play Bonus Video Poker
•All other Games are EXCLUDED.

Maybe this needs more clarification. If the bonus is as you put it (Wagering only accumulates on some games) and you do not forfeit your bonus if you play 'Thunderstruck' as an example, THEN, it is a good bonus.

The CS issue of ending chat without hinting you are leaving is like slamming the phone down in someones ear. It's rude and should not be tolerated in the service industry.

If my account was locked when i signed up and before I made a deposit, i would understand!... But not after i have made a deposit and while im playing.... its just rude..again.

Nate

[De Beuker]

I know I would be furious if they locked me out in the middle of my session.
I would be even more furious if I got treated like that by CS afterwards.
And WTF is wrong with Thunderstruck??
I think I'd better not sign up...

My advice: Make them pay!
As soon as your account is re-opened, get your lucky rabbitfeet, horseshoe, everything and win LOADS of money, withdraw, and run for the hills!

Does that sound like a good plan or not?

[rainmaker]

I signed up at Virgin casino some weeks ago. They suspended my account before I got to do a deposit, because my account was not verified yet.

I acctually think this is good practice. Usually people gets frustrated because the verification prosess starts when they try do to a withdrawal (first withdrawal).

I think that every casino should have verified accounts as soon as possible after registration.

But in your case Nate, I think Virgingames are to blame for your bad Experience.

[Seventh777]

They are my ISP, TV and backup phone provider.

TV = Crap, forever fouling up, on demand doesn't work, sound drops, etc...

I`ve never had any problems with their T.V. package whatsoever, admittedly I rarely watch T.V., but when my son is here it is tested to the limits believe me (which reminds me I must change my pin number, they grow up so quick don`t they, from Walt Disney to Debbie does Dallas, all in one summer holiday
).

ISP = Crap, buffering, stalling, instant disconnects. etc.....

Buffering is part and parcel for any ISP is it not?, especially for streaming videos, stop watching pr0n, you bad man).

Phone = Crap, more expensive than my other line, but good for free calls to CS.

Phone = excellent, I make many work related calls to other landlines that are 100% free.

Mobile = no chance mate, probably crap too.

Not the cheapest mobile provider i`ll grant you that, but their long distance mobile to mobile rates take some beating.

Adverts = pack of lies.

Not sure what you mean here, but, a latest advert from their website, also these rates for fibre optic etc are gonna take some beating....

vm.jpg

Technical expertise = Crap, 4 years to fix a door on a metal cabinet

I cannot comment on this aspect, i`ve never required them to fix a door on a metal cabinet for me.

Email = Crap, always "server unexpectedly terminated........"

Ever since I 1st made an account (back in the old NTL days I have always used my main e-mail address - a hotmail one).

I am thinking of "unexpectedly terminating" something else

Hehe, I feel your angst, however, I feel completely different re:- Virgin media.

Casino = probably breaks down all the time just like everything else, and I bet half the bulbs have blown on Thunderstruck in any case, and no-one can be arsed to fix them.

As far as the casino goes Virgin is only one of two casinos that I am in profit with, what I like here is - Just as Ladbroke`s they use more than one software (wagerworks and MG), so if you are running dry on one, try the other, normally works very well for me.

Footnote....

If you are having problems with Virgin as your ISP, some tips......

1). They use a proxy server, have you configured your browser for this aspect there are regional proxy server IP`s, configure your browser to suit.

2). What browser do you use?, I find Opera is by far the best for online flash games and Firefox for downloadable casinos.

3). Override windows default browser settings, some of these really do restrict your connections, there are many browser tweaks/hacks out there, use them, Firefox 100% clean browsing begins with about:config, learn it, use it, max it .

[Seventh777]

I fully agree on the KYC...should be implemented BEFORE a deposit is made and the account should not be shut down in the middle of real play...



I understand the bonus terms differently... just below the wagering requirements is this:

•You may ONLY play on the following games to qualify for this offer:
â—¦All Slot Games EXCLUDING the following:
â– All MegaJackpots slots
â– All Marvel Jackpot slots
â– Millionaire's Club II progressive slot
â– Pharaoh's Treasure progressive slot
â– Texas Tea
â– Thunderstruck
â– Enchanted Unicorn
â– Monopoly Here and Now
â– Rainbow Riches - Win Big Shindig
â– Wheel of Fortune Triple Action Frenzy
â—¦All Instant Win Games (excluding Multiplier, Casino Dice and Fortune36)
â—¦All Phantom Belle Video Poker
â—¦Ten Play Bonus Video Poker
•All other Games are EXCLUDED.

Maybe this needs more clarification. If the bonus is as you put it (Wagering only accumulates on some games) and you do not forfeit your bonus if you play 'Thunderstruck' as an example, THEN, it is a good bonus.

The CS issue of ending chat without hinting you are leaving is like slamming the phone down in someones ear. It's rude and should not be tolerated in the service industry.

If my account was locked when i signed up and before I made a deposit, i would understand!... But not after i have made a deposit and while im playing.... its just rude..again.

Nate

Like I said previously i`m not going to get to involved with your temp account locking, as I have no xp of this sort of thing, so back to the bonus terms... When you take a bonus here you can check on how you`re doing, a few weeks ago I took a 50% deposit bonus upto £25 max (iirc) I burnt out on 96% aaargh, this bonus ran to the end of January and was still showing, so I thought what the hell, deposit again, and within a few minutes I got the £25 bonus.

If you play games that are not in the bonus T&C`s all that happens is there will be no progress on your bonus graph ie:- it will freeze until you play allowed games again.

IMHO, once your account is open again, give them a try, I don`t think you`ll be disappointed, 1st impressions are sometimes misleading, remember waking up to that seemingly hawt girl from last nights club session, now the lager goggles and her make up effects have worn off?, and screaming inside as you think `F^&k me i`ve brought a doorman home `.