Hi guys,
Pierrick here from Virgin Games.
@angelic, can you PM me your Virgin username, I'll find out what happened and get someone to contact you.
@Nate, as you will remember we discussed why you experienced an account lockout when you first joined:
https://www.casinomeister.com/forums/threads/virgin-casino-virgin-games-bad-experience.42234/
I believe this settled the issue.
As for the MGS block, I totally agree CS should have contacted you. Please PM me a bit more details on this and we'll investigate.
@deanimus, I don't see any reason why your Virgin Games account would be randomly locked. Can you PM me your details, will check this too.
@Borgie, same, please PM me your username. I'm in charge of affiliation at Virgin Games so if anyone declined your cashback request it was me. I can easily go back and find out why.
@vinylweatherman, you're not giving us much credit there. I understand from this and other posts here that you have strong opinions against the Virgin brand. This is your inalienable right and I won't try to convince you otherwise, but it's important you understand that Virgin companies are distinct business entities. There's not much I can do about Virgin Media customer service, or the quality of your broadband service. This is your right to feel that we are stained by the Virgin brand, but we care to think otherwise and take pride in what we do within the online gaming sector.
Cheers,
Many Virgin brands are Branson "white labels", yet lie about this. I have to play casinos through Virgin Media, and they are supposedly the best ISP available here in the UK (for now). The problem seems to be cut price CS, which is where the similarity lies between my experiences with Virgin Media, and posters' experience with Virgin Casino.
The OP had a pretty serious issue that was fundamental to the integrity of the software, yet there seems to have been no urgency to follow up on promises to get back with a proper explanation. The OP felt ignored, and should not have had to post and accept your offer to investigate to start with, as your CS should have handled this through normal channels.
There is the cashback site issue, where players get referred through an advertisement that promises them a given amount if they sign up and deposit a certain amount. You seem to have arbitrarily decided not to forward a payment through the network based on a reason you are not prepared to disclose to the end user other than a vague "you don't qualify", which leaves a player that followed the procedure as advertised, but was told they are not getting what was promised. This is a different set of CS, those who look after the affiliate side of the business, but seemingly no more efficient that the player facing CS.
It is no good giving excellent service via a forum rep when front line CS fails to deliver. This creates a two tier system where some players who know of "less official" points of contact are at an advantage over the masses who know only the contact details for front line CS.
Incidentally, does Mr Branson actually have ANY beneficial interest in the company, or are you one of those "white labels" that send out marketing "signed" by him, bearing his photo, even though he never wrote the material, never signed it, and knows nothing about it.
You should realise that branding is VERY important to a business, and even if two companies using the same well known brand are not connected in any way, this is NOT what it looks like to the customer, and this is INTENTIONAL on the part of the marketing team, as they pull out all the stops to create the perception that their IS this close connection with the Virgin brand. This is a great strategy when that brand has a great reputation, but one that can backfire when other users of the brand drag down it's reputation, and who seem "untouchable" when it comes to getting anything done about it as a customer. I sense these posters have felt the same frustrations dealing with your CS as I have dealing with Virgin Media CS.
You see no reason for an account to be locked, yet it happened. The reason would therefore have to lie between mistake and incompetence, and should have been corrected straight away once it had been brought to the attention of CS. Why does a player have to bypass CS and go direct to the rep to get it fixed?
The explanation for the lock out for verification seems to stack up, but has clearly caught some players by surprise because of they way the procedure is handled.
The welcome bonus needs a dose of "keep it simple, stupid". A slots bonus should be the simplest thing of all to understand, play slots - OK, play non slots - NOT OK. Instead, you have a seemingly list of random slots that have been excluded, and the vague reasoning of "bonus abuse" has been given. Unless these slots are somehow very "special" compared to the rest, it's BS and shows a poor understanding of how randomness works in casinos. The logic seems to have Thunderstruck excluded, yet Thunderstruck II allowed. Both are from MGS, both are random, and Thunderstruck II probably has a HIGHER long term payout than the original. It would be just as easy to "abuse a bonus" by playing an allowed slot like Thunderstruck II as an excluded one like Thunderstruck original. It is likely that flawed logic based on game popularity has lead to the decision, with Thunderstruck being so popular that many players have beaten a bonus by playing it. This has lead to the illogical conclusion that the game is somehow vulnerable to "abuse", but what has REALLY happened is that more have won on it because more have played it. Excluding the game just shifts play to another popular slot, and this too will end up getting excluded by following the same logic trail.
If I wanted to beat a bonus, Thunderstruck would NOT be my natural choice - in fact, the best slots for this are NOT in your excluded list.
..and 1 time..during free spins..I losed my conection and free spins too..they credited after few minutes some cash in my account..
