Hi guys,
I just wanted to get your opinion on an SE complaint I have with Virgin Games.
I've had my fair share of problems with gambling since I've had coins in my pockets. After many years of not gambling I joined Virgin Games and inevitably lost a lot money. I knew I'd self excluded so contacted Virgin Games as I wanted to understand why they'd let me join their sites again. I'm obviously annoyed with myself, but I'm really annoyed that Virgin didn't detect and block the account. I know they would have done their checks on withdrawal and refused payment on winnings as I've read many reviews about their conduct on forums. So how do they honour bets when players lose but void bets when they win. Isn't this a contradiction?
Here's my issue, I've told Virgin ( Gamesys) in the past I have a gambling addiction and pleaded with them not to let me join. So before people come on here and say " it's your responsibility not set up new accounts" that defeats the purpose of self excluding. If I had the control not to set up new accounts I wouldn't label myself as a gambling addict would i? It's not an easy thing to admit you're a gambling addict for starters, and certainly not a way to try and recoup losses. I've done my fair share of hating myself believe me...
So, after emailing them the response I received surprised me to say the least. They said the following.
- Over the last 10 years, you have 10 accounts with us ( wow!!, 10 accounts and not one was detected)
- One account was called Matthew and the other Matt so our systems didn't detect them ( but they have sophisticated software to analyse my gameplay to ensure they're sending me a tailored bonus so I play more).
- Your address has changed so it didn't detect them ( people tend to move a few times over a 10 year period)
- And my favourite, your last account had a first name of 'Matthrw" so it wasn't detected. This may have been a typo they said. But they didn't have problems depositing the cash from a debit card registered under Matthew.
- Your first account you self excluded from in 2007 only had a 6 month period ( as that's the maximum they offered at the time, and we all know gambling addicts usually take 6 months to become completely addiction free....No !!!)
Over the years I've sent identification documents to them so they have all of details. A passport copy on file. Especially details that never change like DOB. All these companies claim to have a 'joint commitment' but then always come back their banker clause "you agree not to set up any new accounts". The mindset amazes me, they didn't exclude me, I went to them and self-excluded, I feel that's taking some responsibility to even admit you have a problem. Where does this stop? I'd understand ( and have had happen to me in the past) if they're protecting their money when refusing to pay winnings on detected accounts, but when they're happy to take money from vulnerable individuals on the same basis it leaves a bitter taste in mouth.
Anyone have any problems with Virgin in the past? Or any advice would be great?
Thanks
Matt
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I just wanted to get your opinion on an SE complaint I have with Virgin Games.
I've had my fair share of problems with gambling since I've had coins in my pockets. After many years of not gambling I joined Virgin Games and inevitably lost a lot money. I knew I'd self excluded so contacted Virgin Games as I wanted to understand why they'd let me join their sites again. I'm obviously annoyed with myself, but I'm really annoyed that Virgin didn't detect and block the account. I know they would have done their checks on withdrawal and refused payment on winnings as I've read many reviews about their conduct on forums. So how do they honour bets when players lose but void bets when they win. Isn't this a contradiction?
Here's my issue, I've told Virgin ( Gamesys) in the past I have a gambling addiction and pleaded with them not to let me join. So before people come on here and say " it's your responsibility not set up new accounts" that defeats the purpose of self excluding. If I had the control not to set up new accounts I wouldn't label myself as a gambling addict would i? It's not an easy thing to admit you're a gambling addict for starters, and certainly not a way to try and recoup losses. I've done my fair share of hating myself believe me...
So, after emailing them the response I received surprised me to say the least. They said the following.
- Over the last 10 years, you have 10 accounts with us ( wow!!, 10 accounts and not one was detected)
- One account was called Matthew and the other Matt so our systems didn't detect them ( but they have sophisticated software to analyse my gameplay to ensure they're sending me a tailored bonus so I play more).
- Your address has changed so it didn't detect them ( people tend to move a few times over a 10 year period)
- And my favourite, your last account had a first name of 'Matthrw" so it wasn't detected. This may have been a typo they said. But they didn't have problems depositing the cash from a debit card registered under Matthew.
- Your first account you self excluded from in 2007 only had a 6 month period ( as that's the maximum they offered at the time, and we all know gambling addicts usually take 6 months to become completely addiction free....No !!!)
Over the years I've sent identification documents to them so they have all of details. A passport copy on file. Especially details that never change like DOB. All these companies claim to have a 'joint commitment' but then always come back their banker clause "you agree not to set up any new accounts". The mindset amazes me, they didn't exclude me, I went to them and self-excluded, I feel that's taking some responsibility to even admit you have a problem. Where does this stop? I'd understand ( and have had happen to me in the past) if they're protecting their money when refusing to pay winnings on detected accounts, but when they're happy to take money from vulnerable individuals on the same basis it leaves a bitter taste in mouth.
Anyone have any problems with Virgin in the past? Or any advice would be great?
Thanks
Matt
See Related Threads:
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