Request gesture £10, I have problems, say Virgin

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WelshChappie

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Well let me preface this by saying anything that I state here I, or am happy for any agent or rep from the virgin games brand to, can back up with chat transcripts and emails.

So, I jump on Virgin chat and ask the agent could I be considered for a £10 gesture bonus and was not simply refused but along with it came several questions which can leave no doubt as to the implied assertion: Obvious, I have issues with gambling! They may as well have just called me an out of control addict.

This agent then informed me she was locking not just my Virgin Games acct, but my Monopoly acct, too.

Just today I've had another email saying they by no means intend to keep them locked and will be reopened and all I need do is speak first to their social responsibility team. In other words, allow them to interrogate me (I am told that I have to answer some questions) via Tel. and my accts pwill be unlocked. To to say I am offended is an absolute understatement and I don't want Accounts reopened. I will never let them insult me like that again just because I asked for A tenner gesture bonus.

Much appreciated, A

A decade I've been with virgin, and no issue before with this Brand, nor any other for that matter. Virgin did not intercede when I was depositing my own money and playing, there was no hint of a concern. My accts were suspended and my play questioned only after I reqested a gesture cred.


Agent Grace in chat admitted after ten mins of back and Forth that, indeed, she can credit And/Or give bonuses after initially denying she was able to say she can & does do, but at her discression. Naturally, I asked in that case then, she is just choosing not to give me the tenner as the gesture, no? She answered me saying, and I quote: "Yes, you are Correct, I am."

I emailed Carly D after she claimed I'd failed to pass security, The unchanged transcript is below:

"Yes Carly, it's me. Can you now please answer my question instead of insinuating I have a compulsive gambling disorder. That's very offensive Carly to imply simply because a loyal customer has requested a bonus?" (End of email).

I did attempt to communicate wifh several agents from Hayden to Paul & Carly, the last of which claimed I had failed to pass security not Once, not twice even, but three times! In doing this it served to allow her to justify why it was she refused to even talk to me, citing instead I'd not passed security. - (For the membrs and readers here, I assure you all that i know my full name, namely cause it happens to be mine. I'm also pretty sure I know my Date of Birth and lastly my mother's maiden name has been same name for all 37 years I've Known her.). The 4th time and different host later I gave same security answer as I had to Carly and, like magic, straight through security. !!

FFinally, I have been told several times now that Grace questions were certainly no implying I havd any gambling issues and they apologise if I took it that way. Well, again, of that is true then my question is this: Why am I told more than once now that both suspended accounts can and will be reopend to me but only after I agree to speak with your social responsibility team? If you most certainly were not implying anything, what's the nature of your specified teams phoning me and the reasons you have for Insisting on the acct being reopened only after I agree to speak to the SR team?

II have to go now as I've got the chat log, email screen shots etc u juSt need to edit out the personal details / answers to security questions. Soon as I've done this I'll return to attach them within an hour. Meanwhile, any rep from Virgin games wish to post them, please do so.

Alex.
 

slot_zombie

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Q. Why exactly were you trying so hard to beg £10 from the Casino?

See, it could be interpreted as having done your plums in said Casino, out of funds but desperate for a gambling fix. And the UKGC has a tendency to fine operators very heavily if they don't investigate "problem flags".
 

WelshChappie

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Screenshot_20200518_175523_com.google.android.apps.docs.editors.docs~2.jpg

Now several agents since including Grace Herself have told me repeadly that there was no intent, nor was anyone insinuating, to suggest I have a gambling problem. Nobody was suggesting anything, nor was there any concerns etc.

I'll ask the Readers to imagine for a moment you were asked that question above, what would you think the question implied, if anything at all?
 

Halvor

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It's a fairly standard question from operators, and in fairness I think it's a lot better that a casino asks this to often than not at all.

I can understand it's frustrating to have the account locked. But why is it do upsetting for you that they ask how you feel about your gambling?
 

WelshChappie

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Q. Why exactly were you trying so hard to beg £10 from the Casino?

See, it could be interpreted as having done your plums in said Casino, out of funds but desperate for a gambling fix. And the UKGC has a tendency to fine operators very heavily if they don't investigate "problem flags".


My answer to that is, your missing the point. Its not about a bonus being refused. It's the way they responed by asking questions like the one posted ane then stating they never implied I am not in Control or question mya ability to stop. Clearly, thats not true!
 

Jono777

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Read of similar in recent(ish) times and IIRC the OP was not best pleased in that situation either, I do feel for you.

How times change however, a few years ago I was reading regular posts how support were throwing out freebies just to keep players active and as a customer at their particular casinos :rolleyes:
 

Slottery

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Bonus request can and should be considered possible sign of gambling problem, if somebody go to pub and start to ask free drink so passionately, i would think that one could have some sort of problem. These requests really have started to take as signs, it can be bit worrying if you lose your money and start to beg bonuses, don't know why online gambling is quite a unique industry in this that it's been considered normal behavior that customers contact support with question "Can i get something free..." most of casinos do have their reward programs, some have taken very strict policy not to provide bonuses through support which i would do from the beginning, such a big time waster when so big percent is bonus beggings and part of players who like daily to check out all possible sites where they have accounts.

Completing these checks where you state you don't have problem etc.. is not really weirdest thing to do especially when UKGC shooted their new COVID guidelines where promotions and bonuses are one subject to consider.

Not referring to OP with these comments but in general wondering which other places customers keep contacting so much to ask free stuff than casinos :) It's really remarkable amount of support contacts, but who have loads of them can blame themselves by giving them at some point, ones who don't make exceptions more than once in year have much less these contacts.
 

Halvor

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I would not say bonus requests in themselves are sign of problem gambling. But if asked for frequently, and the behaviour when denied can definitely indicate issues.

There's a huge difference between someone occasionally asking for a goodwill and someone that demand one on every losing session and refusing to accept it when denied.

Also healthy for players to remember it's the casinos choice and not a God given right.
 

WelshChappie

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Bonus request can and should be considered possible sign of gambling problem, if somebody go to pub and start to ask free drink so passionately, i would think that one could have some sort of problem. These requests really have started to take as signs, it can be bit worrying if you lose your money and start to beg bonuses, don't know why online gambling is quite a unique industry in this that it's been considered normal behavior that customers contact support with question "Can i get something free..." most of casinos do have their reward programs, some have taken very strict policy not to provide bonuses through support which i would do from the beginning, such a big time waster when so big percent is bonus beggings and part of players who like daily to check out all possible sites where they have accounts.

Completing these checks where you state you don't have problem etc.. is not really weirdest thing to do especially when UKGC shooted their new COVID guidelines where promotions and bonuses are one subject to consider.

Not referring to OP with these comments but in general wondering which other places customers keep contacting so much to ask free stuff than casinos :) It's really remarkable amount of support contacts, but who have loads of them can blame themselves by giving them at some point, ones who don't make exceptions more than once in year have much less these contacts.

I was passionatly asking? No, I was pee'd off because the previous agent said I'd failed security three time when I Knew the answer I gave were 100% correct and that's why I was 'passionatly asking'.
 

Halvor

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I was passionatly asking? No, I was pee'd off because the previous agent said I'd failed security three time when I Knew the answer I gave were 100% correct and that's why I was 'passionatly asking'.
So you started arguing for getting one when told no?

In that case you answered your own question on why they would ask you about your gambling.
 

WelshChappie

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I'm gonna go out on a limb here, but I assume you did not respond to kindly and starter arguing over their decision not to give you a bonus?

The lim you went out on is wrong. I acknowledged in the chat that I know there is no obligation on their part to grant any bonus add. I even pointed out by specifically saying "That is why I came here and ans used the term 'I'm requesting' and not 'I'm demanding'


Your assumption couldn't be more inaccurate
 

samdog21

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The only time I ever ask for a bounes is my birthday, because it's their you just have to ask, risk sent me bounes dint ask, so did twin. And ojo. Only casino no birthday bounes was vs. Never ask other than that. Every body right you start asking for freebies it flags you, except your birthday lmfao.
 

Slottery

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I was passionatly asking? No, I was pee'd off because the previous agent said I'd failed security three time when I Knew the answer I gave were 100% correct and that's why I was 'passionatly asking'.

Sorry, English not my first language but i take "Can i get a tenner?" to be at least somehow strong approach. And now casinos really are told to interact with players from smallest possible sign what could possibly end up to be harmful if within next ten years happen XYZD... So they trigger these really easy now, wouldn't take it really personal.

But i wrote my thoughts around subject and like said, not your post but in general.
 

WelshChappie

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This site is full of casino employees or affiliated with them. Andrea, the agent from virgin, did say yesterday in response to putting this grievance on here that would let hef media staff know.

I guess you are what she was referring.

Came here expectong no bias either way and its I'm begging for a tenner, I'm asking so passionately and arguing when refused. All assuming. All wrong!

Stuff this site and it's clear bias for the casios.
 

shadow123

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Its not such a crime, a loyal player asking if a little freebee is possible even in these weird times,
at one time regular bonuses would be offered to keep good players happy, really should not trigger
assumptions that players have a problem and end up with accounts being locked and result in intrusive
allegations and questions.
Its a horrible situation mainly of the UKGC,s making.About time they all realized that players are
actually customers and should be treated as such.
 

Slottery

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What it actually was then? Do you have habit to contact all different stores and other possible places online (or maybe even in real life) and ask free tenner or something what ever place is doing?

Sorry to say but if i would work in pub and somebody come to ask free beer, i would be wondering little bit wtf... Freebies often are happy surprises to customers, don't know any other industry where this have gone upside down and customers keep contacting companies and asking for free stuff, begging might be strong word but i think quite well can be used in such situation, what else it is if you just ask free stuff? Somehow understand people who in stores try to negotiate prices in some sort of places but "can i get your product for free?" just is something what some people could wonder. Try that in all shops and other places you visit this week and have been before that you can count yourself to loyal existing customer.

EDIT: Just to add, you can find very different opinions here, would say majority are quite critical to casino operators. You get opinions of all kind like already from few posts here you find people who criticize casinos actions, don't let it bother that here are various opinions and at least mine is not any better than yours or any others. Starting thread start conversation which is open for different opinions.
 
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irish-ranger

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This site is full of casino employees or affiliated with them. Andrea, the agent from virgin, did say yesterday in response to putting this grievance on here that would let hef media staff know.

I guess you are what she was referring.

Came here expectong no bias either way and its I'm begging for a tenner, I'm asking so passionately and arguing when refused. All assuming. All wrong!

Stuff this site and it's clear bias for the casios.
Well that was quick didn’t get the answers you were looking for and now CM is bias which is utter bollocks if you actually took time to explore the site you would see there’s dam all bias about CM.
Judging by your attitude all over a tenner I’d suggest your up to your neck in the shite and the best approach would be Gamstop and gamesys made a sensible decision blocking your accounts.
(Now toddle along and moan to people who actually give a fuck)
 

bamberfishcake

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Problem is casinos have dished out freebies upon request, which encourages requests, which also now lead to this.

Personally ive never asked but i get the impression it was/is standard practice for some casinos/customers.

They should just stop it and offer bonuses in the normal way on email or in account sections. I think there is an element of risk letting live chat offer bonuses that would be better controlled through marketing.
 

Slottery

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Problem is casinos have dished out freebies upon request, which encourages requests, which also now lead to this.

Personally ive never asked but i get the impression it was/is standard practice for some casinos/customers.

They should just stop it and offer bonuses in the normal way on email or in account sections. I think there is an element of risk letting live chat offer bonuses that would be better controlled through marketing.

I was maybe bit harsh, don't really see it biggest issues in world, most of casinos these days try to maintain automatic reward programs as possible but bit paradoxically, when you give out rewards, it also makes people asking them and if you end up still to have 30-40% of your support contacts as bonus requests, that then already can start to affect the amount of rewards you giving out automatically when same time extra freebies increase your bonus costs and are off from rewards plus time what paying to support to handle these requests.
 

colinsunderland

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Stuff this site and it's clear bias for the casios.

Yeah see ya.
But yeah, we all prefer them to Timex

mdv-106b-2av-02_81d2d0b4-4cb3-4208-b4cf-7c264c08de0f_grande.jpg
 

WelshChappie

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Joined
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Location
NEWPORT
Its not such a crime, a loyal player asking if a little freebee is possible even in these weird times,
at one time regular bonuses would be offered to keep good players happy, really should not trigger
assumptions that players have a problem and end up with accounts being locked and result in intrusive
allegations and questions.
Its a horrible situation mainly of the UKGC,s making.About time they all realized that players are
actually customers and should be treated as such.

At least someone understands where I am coming from. Reassuring, and much appreciated.
 

WelshChappie

Banned User
Joined
Apr 7, 2015
Location
NEWPORT
Well that was quick didn’t get the answers you were looking for and now CM is bias which is utter bollocks if you actually took time to explore the site you would see there’s dam all bias about CM.
Judging by your attitude all over a tenner I’d suggest your up to your neck in the shite and the best approach would be Gamstop and gamesys made a sensible decision blocking your accounts.
(Now toddle along and moan to people who actually give a fuck)

Go fuck yourself. Potato picking paddy fucking retard. If I want a fucking leprechaun believing Potatoe lacking paddy piece peirce of shits opinion, rest assured, I'll ask you personally.
 
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