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Poor customer services at Virgin Casino

Discussion in 'Online Casinos' started by angelic, Apr 3, 2012.

    Apr 3, 2012
  1. angelic

    angelic Newbie member PABnoaccred

    Occupation:
    Artist (struggling) lol
    Location:
    Midlands, United Kingdom
    I'm not impressed with this casino at all. I was playing one of their slots yesterday. Hit free spins. Game froze when I had to choose a multiplier. I contacted live help who told me their software specialists were very quick to respond and that they would email me very shortly.
    Contacted live help again today because their was no email. Was told they are looking into it. Very arrogant response
    I expect a courtesy email at least, apologizing for the inconvenience. Shan't be playing at this casino again.
     
    1 person likes this.
  2. Apr 3, 2012
  3. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    When I first signed up, they locked my account Mid Session without notification.

    When MGS stopped taking bets from my jurisdiction, they locked my account and never even sent a courtesy email. Informed the Rep and he said he would get back to me... 3 Months later and I'm still waiting ...

    Nate
     
  4. Apr 3, 2012
  5. Christoff

    Christoff Experienced Member

    Occupation:
    Media Auditor
    Location:
    Spain
    I've got nothing but good things to say about them to be honest - always helpful and extremely quick
     
  6. Apr 3, 2012
  7. JackTenOff

    JackTenOff Webmaster webmeister

    Occupation:
    nananananana
    Location:
    uk
    I had my account randomly locked with them despite having an account for 3+ years and already sending in relevant docs etc.
    Took about 2 weeks to get unlocked, this was on their poker site so not sure if it's the same dept as casino.
     
  8. Apr 3, 2012
  9. Borgie

    Borgie Senior Member

    Occupation:
    Office Manager
    Location:
    United Kingdom
    I signed up with them years ago via a cashback site - I never got the cashback although the site protested on my behalf - they ignored them and me for weeks and then eventually said no you didnt qualify but I could not get them to explain properly why - I gave up and closed account.
     
  10. Apr 3, 2012
  11. leonardo99

    leonardo99 Senior Member MM PABaccred webmeister

    Occupation:
    homejob
    Location:
    romania
    Hmm..I have a good experince with VirginCasino support ...they are very helpfully with me everytime..
    2 times I experimented tehnical errors..1 time with one bonus..bonus wasn't credited automaticaly..support credited for me a double bonus:)..and 1 time..during free spins..I losed my conection and free spins too..they credited after few minutes some cash in my account..
    About payments? I use only Credit card payments..always under 24 hours..this it's really amazing..no delay in 2 years..
    So I'm a happy customer..
     
  12. Apr 3, 2012
  13. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    That's because they didn't have a proper reason. You probably met all the cashback criteria and didn't break any terms, but they decided not to pay you anyway, or rather not pay the network so that there was nothing for the cashback site to give you.

    It seems that the cashback sites can get screwed over and do little about it. If a customer complains, the cashback site says it is out of their hands, and down to the company or the network involved. It is begging for a legal clarification of whether the customer is protected by consumer law with regard to the cashback, just as they are when a "free gift" is advertised with a product, and then not given after purchase.

    The hoover flights fiasco is an example of a free gift advertised with a purchase that was not delivered as promised. Hoover did not get away with it when they tried to fob customers off with spurious reasons as to why they didn't qualify, or when they became deliberately obstructive over the claims process. In the end, it brought the company down, and Hoover is not actually owned by "Hoover" any longer, only the brand exists.

    The Virgin brand seems determined to run itself into the ground. The Virgin Media enterprise is pretty bad in many areas, and customer service is poor to non existent. Virgin casino seem to be giving the same patchy experience to customers, good for some, but terrible CS for others, with a generous serving of bullshit excuses.

    Taking your custom elsewhere, and making sure they understand why, is the best weapon you have. Making others aware of your experience could turn out to be an even better weapon long term, as poor performance relies on secrecy to flourish. If the bad news gets out, NEW customers get to hear about it BEFORE they commit themselves.

    There are many more crappy casinos than good ones.
     
  14. Apr 3, 2012
  15. prk

    prk Member

    Occupation:
    CPO @ Project X
    Location:
    Malta
    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: http://www.casinomeister.com/forums...gin-casino-virgin-games-bad-experience-3.html
    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,
     
  16. Apr 3, 2012
  17. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom

    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.
     
  18. Apr 3, 2012
  19. Artan Demiri

    Artan Demiri Dormant account

    Occupation:
    Administrator
    Location:
    tirana
    I sent printscreen of my moneybookers account and my passport and what verification department say to me:
    Sorry we cannot accept your passport and your printscreen of moneybookers account ( i dont remember the reason ) anyway this is TRUE like the SUN on the SKY, i remember cause it happens only there.

    This 2 docs were accepted on casinorewards, ladbrokes, 32red, and all reputable operators.


    I dont understand but virgin and all others must have a BIG priority, 1000 % FAST, QUICK, HONEST SERVICE because if your food will be late while you sit on restaurant ( im working in a restaurant ) waiting to eat maybe you will move to another restorant wihout eating and paying or you will NOT come back there anymore.....RIGHT ?

    So IT IS or NO your responsability about customer support dear Representative, you must TALK with them telling that players have complain so where there are BAD or GOD WORDS there is happening SOMETHING...... :)

    THANK YOU
     
  20. Apr 3, 2012
  21. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom

    A screenshot of a Moneybookers accout is not something that would be accepted, but a passport is the "gold standard" of all documents, as it is the most secure as if one falls into the wrong hands and manages to fool border control, the consequences can be pretty nasty.

    A passport on it's own is not enough either, a proof of address will also be needed.

    Maybe they couldn't accept the passport because you hadn't sent a proof of address document, rather than a passport itself being no good. They may also feel the image is not "clean" enough, and this makes them wary of accepting it as genuine.

    This should all be sorted out by CS, with no need for the rep to intervene.
     
  22. Apr 3, 2012
  23. Artan Demiri

    Artan Demiri Dormant account

    Occupation:
    Administrator
    Location:
    tirana

    The adress proof i sent it also but i really cant understand how all other operators accepted this documents and virgin no, anyway i close the account there so i am not interesed in this case i just write because i feel imediately that " I AM NOT INVITED THERE "

    Thank you for your reply
     
  24. Apr 4, 2012
  25. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This always comes up, and it does seem odd. Either "all other operators" failed to spot a fake document, or Virgin (in this case) called a genuine document into question and rejected it. Since all operators supposedly operate to the same standards, common sense suggests that Virgin have seen a "false positive" during verification, rather than you being a fake. Many anti-virus products, even those most highly rated, trigger false positives, and often it is casino software that falls victim to this, and this causes many less well known softwares to be falsely branded as "malware" by players who trust what their own anti-virus tells them over what the casino tells them.
     
  26. Apr 5, 2012
  27. prk

    prk Member

    Occupation:
    CPO @ Project X
    Location:
    Malta
    Hi guys,

    We tried to investigate some of the issues reported and, where we could, we potentially found out what happened.
    However, no one here has PM'd me yet so we can't be 100% sure until we know the player we're looking at is the person who posted.

    I'm on annual leave for next 2 weeks, but am leaving you in Virgin Ace's capable hands (VG rep on CM). Please PM him if you're keen to help us help you.

    Thanks,
     

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