[RESOLVED] Virgin Casino - Poor treatment of High Rollers.

[rpalmer83]

Yesterday (Sunday 18th November 2007) I deposited 400 into Virgin casino and hit an 8,000 Royal Flush playing 40 per hand Lucky Draw Jacks or Better. This was my own funds and no bonus was claimed with it. I am currently awaiting this withdrawal appearing in my bank account. At the time of this writing my win is being advertised on the front page of the casino. Giving the impression that Virgin creates happy winners and customers. Well I am neither at this moment in time.

This evening I recieved the following email:

We are writing to you with regard to recent betting activity on the
account you hold with Virgin Casino.

As you may be aware, Virgin Casino reserves the right to prohibit or
exclude certain individuals with immediate effect if any offer abuse
is identified or suspected. Our Terms and Conditions are quite clear
on this matter and can be reviewed by clicking on the terms and
conditions link on any of the promotions on our promotions page.

To visit the promotions page, click below:
Link Removed ( Old/Invalid)

Our analysis of play patterns has identified you as being in breach
of those terms and conditions. As such, with immediate effect, we
regret to inform you that you are no longer eligible to receive
promotional offers and bonus credits from Virgin Casino. Your Virgin
Casino account will remain open and your ability to play will be
unaffected. However you will not be able to take part in any of our
promotional offerings.

At Virgin, we believe in looking after our customers and ensuring
that they have as good a time as possible. This is not just done by
providing the best games on the market but also by rewarding our
players for their loyalty. The Terms and Conditions that govern how
our customers enjoy Virgin Casino are there to protect the interest
of our gamers; when a minority of individuals engage in what we
believe to be "bonus hunting", it affects our ability to reward the
majority who abide by the terms of the service. It is on this basis
that we have taken the decision to temporarily restrict your account.

We will of course be happy to review the restrictions placed upon
your account in the future, but for now you will remain restricted.

If you have any questions with regard to this correspondence, then
please do not hesitate to contact our support team at
[email protected].

Kind regards,

The Virgin Casino Team

Therefore I have now been restricted from recieving any promotions at the casino, It is their right to do this however below is a summary of my transactions in the casino over the last 30 days:

Games Room Bet (165,650.20)
Games Room Payout 170,933.00
Loyalty Cash 12.81
Converted Bonus Credits 410.00
Withdrawal (15,093.63)
Non-playable Cash Awarded 410.00
Manual Adjustment 68.02
Deposit 9,320.00

As you can see, I am no bonus abuser. I have been a customer of Virgin for about 3 years and over the last year I have put thousands in there and at times when they have not been offering any bonuses. Granted I have won significantly from them but I could quite easily have lost a hell of a lot of money there as well. The game I play most there has been Lucky Draw Jacks or better, quite simply because I feel it offers good payback and I enjoy the gameplay.

With wagering figures like the above I would have expected to have been invited into some kind of VIP scheme but nothing from them, and now I can't help but think that because I had a big win yesterday is the only reason they have pulled me out of recieving any benefits by playing there.

Things like this certainly make you wonder how much I can trust online casinos.

 

[lifechooser]

It's not just you.

I recieved the same email today. Mostly I played at virgin when they had a bonus on, but when they do bonuses twice a week, it seemed a bit pointless playing at any other time, though I did usually play far more than I had to to get the bonus money.

I did notice their T&C's changed in the last week or so - you had to play the bonus through within 2 days, and the 50 bonus became a 30 bonus. Perhaps they've decided the bonuses are costing them too much money?

It seems very odd to ban you when you are so obviously not abusing though. I'm very suprised.

 

[rpalmer83]

Glad to see im not the only one then!.

The bonuses aren't very generous anyway and exclude a hell of a lot of games, it just scares me that if they are flipping switches like this on their high wagering customers then what other switches can they flip?.

So much for Virgin being a brand thats supposed to be 'trusted' and 'rewards' its customers.

If the bonuses are costing them too much then maybe they should consider dropping them and offering them exclusively to loyal customers but then that probably wouldn't work for them because I'm pretty confident that if i'd have lost 8,000 yesterday I would probably still be on their bonus list.

It would be nice to hear Virgin clarify what 'bonus hunting' actually means to them because I do not see how depositing over 9k and wagering over 150,000 over a month would be worth the risk to anyone to try and profit by 410 worth of bonus money.

 

[bash_2357]

Doesn't look like very good treatment to me.

I suspect the Virgin Rep ( Virgin Ace) will be on his way soon. However, you may like to draw his attention to this thread. I think he/she will find it rather interesting.

 

[hitobito2005]

I got the same email.

Over the last two months, I have bet 86k at the casino and received a total bonus of just over 1k. However, I have made a profit of 6k in that time (NB. Most of that win is from luck at gambling). I was formerly a "Red Room" member and many of my deposits and much of my gameplay was without a bonus.

I am not impressed. Virgin is a reputable and public-friendly brand and the casino is CM accredited, although it doesn't even need to be with such a strong name behind it. Such bonus banning tactics should not be used by straight-forward casino. If you don't want people to make money from your bonuses, either don't offer them or change the terms to make them unprofitable.

 

[GrandMaster]

Richard Branson needs the money to buy Northern Rock. This must also be the explanation for the negative bonus points balance I have.

 

[uki]

Well that treatment is just appalling!

Perhaps the Rep would be kind enough to outline the sort of customer they are after - Just losers I expect.

 

[topoor]

I won 4k on 4 play poker on Friday night and today I received the same mail. I have lost thousands at Virgin playing on 10 play poker in the last few months which has been a bonus excluded game for ages now.

I too believe that if I had lost 4k I would not have received this email. It is an appalling way to behave and I urge everybody to take their play to paddypower which offers the same games - I know I am!

 

[uungy]

Same thing here. I must have lost loads there, and been in the redroom for a while. They must have screwed up big time!

It must be a new manager, or someone has made a big mistake.

By the way is this you rpalmer? seems a reasonable win, surely at 5p a hand (bonus baggers) would find it hard to win that sort of wins on Jacks or better.

 

[rpalmer83]

Yes uungy, that win was mine. I won it playing 2 per hand (40 per sheet) Lucky Draw Jacks or Better, the game is now banned in the T&C's from play with a bonus but as I mentioned in my first post I deposited my own cash on sunday and didn't even claim a bonus when I got that win.

Even if I was playing just to redeem bonuses, they offer 2 a week at 20 and 30. Would I really play 40 a hand merely to try and profit from these bonuses?.

My issue isn't really about the fact that I am not entitled to any bonuses there now, they are poor value anyway. It's more the fact that im being treated as something I'm not and have been cast as an 'outsider' for simply winning money there.

I suspect if I continue playing there and win anymore money then they'll shut my account down entirely. That's really unfair, considering if I lost thousands they'd probably be throwing money at me and begging me to deposit and lose more.

Punishing customers for winning money is something a backstreet arcade would do, its not something i'd expect from something with the Virgin name on it.

 

[hitobito2005]

I just received the weekly "Red Room" email inviting me to participate in a bonus on Thursday. I'll see if it works, but if i'm bonus banned and still receiving the emails then i'll be even more disgusted.

 

[uungy]

Sent a messaghe to Virgin Rep and notified her of this thread, she has been online and chosen not to respond obviously!

 

[The Dude]

Sent a messaghe to Virgin Rep and notified her of this thread, she has been online and chosen not to respond obviously!

Let's try not to jump to conclusions - the casino rep has been in contact with me and is looking into this, and will either reply shortly or ask me to.

And I believe she is a he

 

[The Dude]

Let's try not to jump to conclusions - the casino rep has been in contact with me and is looking into this, and will either reply shortly or ask me to.

And I believe she is a he

Hey that was my 12,000th post. I should get an award or something for that

 

[tim5ny]

Hey that was my 12,000th post. I should get an award or something for that

Nice going Bryan! You've posted 12 thousand times without ever getting banned from the forum That's something to be proud of!

 

[suzecat]

Hey that was my 12,000th post. I should get an award or something for that

Okay........here you go.........

 

[SomeOtherSucker]

Dear XXXX

We wanted to let you know that you will be eligible for your weekly Red Room 20% Cash Back and Red Room 100 Bonus from Virgin Casino this week. We know that you received your Red Room promotional email at the same time as you were notified about your exclusion from Virgin Casino promotions. Naturally, if you would still like to play in this week’s Red Room promotions, you can do so.

To clarify, and sorry for the confusion, following the week ending at 23h59 (GMT) on 25 November 2007, you will no longer be able to play in promotional offers at Virgin Casino.

This is by no means a permanent status and as previously stated, we will be happy to review the restrictions placed upon your account in the future, but for now you will remain restricted.

Your Virgin Casino account will remain open and your ability to play will be unaffected.

If you have any questions with regard to this correspondence, then please do not hesitate to contact our support team at [email protected].

So after being a VIP here for 3-4 years, I guess I won't be getting my christmas bottle of wine from them anymore.

 

[rpalmer83]

So they've told you that your banned from recieving ANY future promotions there but as your a member of this 'Red Room' (I presume VIP scheme) you can still claim bonuses until the end of this week?.

This is crazy, how on earth can you have any trust in an outfit that says one thing and then half changes its mind for the remainder of the week?.

See the thing is now that they have done this bonus banning and gone about it in such a way, I don't know whether I dare play there anymore. Even though I know its a random number generator and it would be illegal for it to get tampered with, In my mind I am thinking "will they 'tamper' with my account?" and then should I go back there and lose money I'm going to think that they have somehow fixed my account.

With my wagering, I mean I have deposited a total of 36,000 with them in the last 6 months you would think i'd have been invited into to this Red Room but not once have I being asked and now with the confidence I had with them, I feel penalised.

Yet more evidence to suggest that Virgin casino rewards its losing customers and punishes its winners.

The 8k win has now hit my bank account BTW so there was no issue with them paying out, but I never thought there would be anyway.

 

[SomeOtherSucker]

I received the ban email yesterday.

I received the standard Red Room weekly bonus invite this morning.

I sent an email to the red room support querying it.

They appeared to be as shocked as I was about the bans.

They told me they were looking into it.

I haven't had a personal response, just the blanket response quoted above (which appears to have gone to all red room members).

I've been a VIP/red room member for about 3 years now.

They've constantly been telling me how much they like my style of play. Now, without my style of play changing, or any warning, I'm banned from bonuses.

What a great way to launch their new vpoints scheme!

 

[hitobito2005]

I'm in the same position as you, SomeOtherSucker.

I've been a member of Red Room for about a year and a half, and now have suddenly been banned from promotions effective the end of this week.

I'd quite like a response from the rep here.

 

[vinylweatherman]

Sadly, this is all to common with the "Virgin" brands. While they trade on the good name of Virgin, many are franchises, and can deliver poor service. Virgin Trains have delivered some apalling customer service recently, and Virgin Media are continually breaking down, and now expect us to pay through the nose at 25p per min just to tell them they have a fault

I rather suspect these bans have absolutely NOTHING to do with "bonus abuse", but are due to said players achieving a lifetime profit above a certain level, whether bonuses were involved or not.

I have been bonus banned from Roxy Palace because I went 5000 ahead, and the last spurt was achieved without a bonus. They didn't have even the decency to inform me, I literally had to wring the truth out of them by complaining here about the inconsitent responces from CS. Initially, I was lied to by being told there was "no promotion this week", but in the lobby the weekly newsletter, slots, and VP tournaments were still billed as running, and I 100% knew this to be a tactic to obscure what had been decided at management level. Previously, I was told I probably did not get the E-mail because I was not registered, had a spam filter, etc..... Oddly enough, I was STILL getting offers from Casino Splendido, and these stopped after a brilliant streak that again had me 5000 ahead.

It seems that these cases are similar, players hitting a Royal Flush for around 4K followed by a bonus ban. The "review" is because they will put you back on the promotions list if you continue to play and give back the winnings.
I have also been bonus banned from Club USA due to a big win at their version of Cyberstud poker, being dealt 4OK and having the dealer qualify (for a change) .

Casinos that do this risk alienating good customers who just happen to have had a damn good win. The way the Virgin E-mails are formulated is accusatory, and leaves the player feeling they have been accused of "cheating" by trying to manipulate the bonuses.

The damage is done, and just like the back street (or even seaside) arcade, have shown that winners are not welcome to have the same advantages to prolong their play as losers. This does make one wonder about this whole RNG thing. If the games were unpredictable, and no playing style gave an advantage (outside of bonuses), the casino management would actually step up their efforts to get these high rollers to try for ever more wins by designing promotions to lure them into depositing some back. They would know that in the long term these players would suffer from the relentless house edge, and all they need do would be to ensure their promotions never presented +EV opportunities.

I don't think Virgin is alone, I suspect the majority of online casinos treat net winners this way, even if not in the terms and conditions. If these were playing style or bonus abuse issues, these players would have been locked out of promotions after their first couple of bonuses, not after a couple of years loyal play.

 

[paul02085]

I cant wait to hear what the rep has to say about this.

 

[chuchu59]

If they are really harassing players like that, their philosophy is totally different from the huge land casinos. They dont care who wins and actually welcome back winners with open arms because they should have a bigger bankroll thru their winnings. Furthermore, they tend to make larger bets because they 'feel' lucky. There is nothing worse than having less people patronise your casinos unless they are fraudsters.

Unless Virgin admits the e-mails were sent by an incompetent manager I honestly cannot see how this fiasco can be explained fully. They have sent e-mails en masse which was rude in content.

 

[bash_2357]

U Turn surely?

 

[GrandMaster]

The damage is done, and just like the back street (or even seaside) arcade, have shown that winners are not welcome to have the same advantages to prolong their play as losers. This does make one wonder about this whole RNG thing. If the games were unpredictable, and no playing style gave an advantage (outside of bonuses), the casino management would actually step up their efforts to get these high rollers to try for ever more wins by designing promotions to lure them into depositing some back. They would know that in the long term these players would suffer from the relentless house edge, and all they need do would be to ensure their promotions never presented +EV opportunities.

It has been demostrated a number of times that casino managers don't understand the mathematics of gambling. Nevertheless, I would not have expected Virgin to worry about a few thousand pounds.

 

[uungy]

The strange thing is, when I contact the support, or the redroom vip email, and recieved no response.

Here they may have recieved in a PM to CM, why cant they say here they are looking into it, or the like?

 

[tristan727]

I won $3,500 on a completely non-bonus game on the 15th of Nov, a non-cashback day.

On th 19th of November I was booted & kicked out of the VIP club, and any promos going forward.

Yesterday, before I got any email saying they would honour any promos in fact, for the week - I lost $1,600 in 5 minutes.

I'm an idiot therefore, and Virgin have gone very nasty.

 

[rpalmer83]

I emailed their customer services with the following who said they would pass my email onto someone more senior:

Dear Sir/Madam,

username: xxxxxxxxx

I feel hugely disgusted by your decision to restrict me from any future
promotions from the casino. Particularly as over the last few months I have been
a regular player in Virgin casino when you haven't been offering any
promotions.

My playing history over the last month also supports this fact:

Games Room Bet (165,650.20)
Games Room Payout 170,933.00
Loyalty Cash 12.81
Converted Bonus Credits 410.00
Withdrawal (15,093.63)
Non-playable Cash Awarded 410.00
Manual Adjustment 68.02
Deposit 9,320.00

How is it possible to have deposited over 9,000 and wagered in excess of
150,000 if my sole intention is only redeem the 50 worth of bonuses you offer
every week?. I feel that you are not 'rewarding my loyalty' and are simply
now restricting my experience with the casino because I have won money with you.

I would like to request that you review my account again and reconsider this
decision, promotional offers are advertised on your website, and sent in
emails to me. It is only natural that I would claim them when they are offered. Your promotions were an incentive to me to continue playing at your casino, not to be abused.

If the decision cannot be reconsidered then whilst I shall probably not cut
out my play at virgin entirely, it will certainly be reduced and taken to a
casino that looks after its customers better.

Yours sincerely,

XXXX XXXXXX

and this is the response I recieved this morning. Absolute disgrace.

Dear xxxxxxx,

Thank you for your email.


I appreciate you are not happy with our decision, but I would like to say that this is by no means a permanent status and we will be happy to review the restrictions placed upon your account in the future. However, I can confirm that for now you will remain restricted.

Your Virgin Casino account will remain open and your ability to play will be unaffected.

If you have any questions with regard to this correspondence, then please do not hesitate to contact us.

Kind regards,

xxxxxx Addeo
Customer Service Manager
Virgin Casino

They say they will 'review the restriction' in the future. I presume this will be once they take all the money back i've won from them and more besides which they can forget about happening becuase I am not playing at a casino that calls its high wagering customers promotion abusers and treats them unfairly. Particularly when their winnings have as a majoritry come from deposits where a bonus was not even offered in the first place.

They have absolutely NO GROUNDS to make out that i've abused their promotions with the amount i've wagered outside the promotion scheme.

Maybe I should write to Virgin group and let them know what has happened here?.

 

[The Dude]

Just so you know, Virgin will be getting involved in this thread later today to answer your questions/issues. Most of the higher management are in meetings throughout the day, that's why the response seems to be slow. Just FYI.

But they are fully aware of this thread and have admitted that yes, they erred on that last email promo going out to the deselected bonus players. They will honor that promo btw., so there is no reneging on the offer.

 

[uungy]

In all honesty that is a credit to them, however that in no way explains why they have booted out so many VIP players!

Also why cant they just post here that they are looking into it? It makes it a bit more [ersonal. Maybe that is the way they are changing now, to more of an abrupt policy

 

[The Dude]

...Also why cant they just post here that they are looking into it? It makes it a bit more [ersonal. Maybe that is the way they are changing now, to more of an abrupt policy

It could be that they explained everything to me and expected that I would let everyone know.

 

[topoor]

Snap rpalmer:

Thank you for your email.

I appreciate you are not happy with our decision, but I would like to say that this is by no means a permanent status and we will be happy to review the restrictions placed upon your account in the future. However, I can confirm that for now you will remain restricted.

Your Virgin Casino account will remain open and your ability to play will be unaffected.

If you have any questions with regard to this correspondence, then please do not hesitate to contact us.

Kind regards,

Pietro Addeo
Customer Service Manager
Virgin Casino


So they cant even be bothered to examine and respond to each case personally. What a disgrace.

 

[The Dude]

...So they cant even be bothered to examine and respond to each case personally. What a disgrace.

Maybe they did, and they also note that this is not permanent as opposed to many casinos that would tell you to just take a hike.

You are not "banned" from the casino - you are just not welcome to use any of their bonuses. If that is unacceptable, then play somewhere else. Bonuses are not obligatory - abiding by published terms and conditions is. And that's what they are doing even though this is not agreeable with you.

 

[topoor]

How can they have responded personally when both rpalmer and I have the same identical email? So what if I am not banned from the casino? That is not the issue at hand. The issue at hand is that the level of my play deserves for me to be treated (at least) the same as the other players at the casino which means if there are promotions offered I should be included.

You state that the ban is not permanent and imply I should be grateful for that. Why? Will it be lifted when I have given ALL my winnings back?

Perhaps you agree with Virgin excluding people who win from promos? Disappointingly it sounds to me like you dont see any issue at all with what they have done. I think you need to remember that the ban is not the only issue here but the implication that I and others are in some way "abusing" the casino by playing at high stakes and without bonuses.

For what its worth I am well aware that Virgin have the right to exclude whoever they wish from promos and for what ever reason. By that token, they have to be prepared to take the backlash and bad publicity when they do it to long standing, high stakes, non bonus hunting players. I would have thought that as someone who "accredits" this casino that you would be looking at this the same way.

 

[spearmaster]

Geez guys, slow down.

At least give the Virgin team a chance to investigate what happened. They've said they're coming here to respond, so hold your horses a while, okay?

 

[jas2587]

How can they have responded personally when both rpalmer and I have the same identical email?


How can you both have the same email?
Cindy

are you both the same person topoor an rpalmer?

Cindy

 

[bash_2357]

I must admit i am a little surprised by CM's apparent support of Virgin. Am i wrong in assuming that you see nothing wrong with what they have done? Casino's cannot have it all.

Ignoring bonuses for a second, If i am lucky and i hit a 8k RF then eventually if i continue to play then the likely outcome is that i lose most of it back to the casino. Do they not understand that? Within the scale of the wagering , a few houndred pounds of bonuses is not going to make a difference. The main issue here is the poor treatment of loyal players.

If they are only interested in making money from players and never giving any winnings then reduce all the games to 80% payout and that would solve it. The whole point is that people risk big money to make money.

Virgin have messed up big time and even players who are not banned will eventually give up playing here when you know you could be treated in this way.

 

[rpalmer83]

Maybe they did, and they also note that this is not permanent as opposed to many casinos that would tell you to just take a hike.

You are not "banned" from the casino - you are just not welcome to use any of their bonuses. If that is unacceptable, then play somewhere else. Bonuses are not obligatory - abiding by published terms and conditions is. And that's what they are doing even though this is not agreeable with you.

This is the problem though, I certainly have abided by their T&C's and have exceeded significantly the requirements of the T&C's.

Virgin have NEVER once invited me into any sort of VIP scheme like many people who have posted on here, and several appear shocked that by the amount of wagering I have done in the last month and for the best part of this year infact, people even who were VIPs and yet I am now not even welcome to standard promotional treatment.

I think Virgin really need to outline CLEARLY what constituted recieving these bonus bans, given the fact that they are luring people in to play at their casino with the promtional bonuses and the moment they win anything significant they are told that they are not welcome to any loyalty benefits anymore even if they haven't abused them. This might not be what has actually happened but it certainly looks that way.

Promotions are a privelage and not a right, I accept that but it is not fair to withdraw these privelages merely because someone has won money.

A casino though which pulls rugs from under people in such away cannot exactly be trusted, It is bound to set people wondering what else they can do to try and stop people winning.

 

[rpalmer83]

How can they have responded personally when both rpalmer and I have the same identical email?


How can you both have the same email?
Cindy

are you both the same person topoor an rpalmer?

Cindy

How can we possibly be the same person , If you notice on my posting of the email I chose to obscure the CS managers name, topoor has chosen not to. It is my guess that The customer service manager is sending out a standard email to anybody who questions the bans.

Further supporting this, is the fact that they didn't acknowledge my question about why someone would be silly enough to deposit over 9000, play games at 40 per spin and wager over 150,000 in order to cream off a mere 50 per week worth of bonus money.

 

[The Dude]

How can they have responded personally when both rpalmer and I have the same identical email? So what if I am not banned from the casino? That is not the issue at hand. The issue at hand is that the level of my play deserves for me to be treated (at least) the same as the other players at the casino which means if there are promotions offered I should be included.

You state that the ban is not permanent and imply I should be grateful for that. Why? Will it be lifted when I have given ALL my winnings back?

Perhaps you agree with Virgin excluding people who win from promos? Disappointingly it sounds to me like you dont see any issue at all with what they have done. I think you need to remember that the ban is not the only issue here but the implication that I and others are in some way "abusing" the casino by playing at high stakes and without bonuses.

For what its worth I am well aware that Virgin have the right to exclude whoever they wish from promos and for what ever reason. By that token, they have to be prepared to take the backlash and bad publicity when they do it to long standing, high stakes, non bonus hunting players. I would have thought that as someone who "accredits" this casino that you would be looking at this the same way.

Before you jump me in the hallway - reread my posting. I never stated that you ought to be "grateful" for not being banned. I said that many casinos outright ban players that they don't want; this one is not banning you - they even state that this is not permanent.

Sorry, but I am not privy to you or the others casino accounts, so I have no way in telling that you are "long standing, high stakes, non-bonus hunting players", so I'm not going to join in on the slam fest we have here. Give the casino a chance to respond.

And I would appreciate it if you would refrain from making snide remarks. Thank you.

 

[topoor]

How can they have responded personally when both rpalmer and I have the same identical email?


How can you both have the same email?
Cindy
Cindy

Thats kind of the point Cindy. Can we keep this focused on the issue at hand please. I and Im sure rpalmer will make usernames available to either casinomeister or the virgin rep if and when required.

 

[topoor]

Before you jump me in the hallway - reread my posting. I never stated that you ought to be "grateful" for not being banned. I said that many casinos outright ban players that they don't want; this one is not banning you - they even state that this is not permanent.

Sorry, but I am not privy to you or the others casino accounts, so I have no way in telling that you are "long standing, high stakes, non-bonus hunting players", so I'm not going to join in on the slam fest we have here. Give the casino a chance to respond.

And I would appreciate it if you would refrain from making snide remarks. Thank you.

I dont need to reread what you posted. I said you imply (not stated) I should be grateful which is how I interpret your post. I did not make any "snide" remarks. I dont think an accredited casino should behave in this manner and If you do then the accredititation status doesnt mean much.

I appreciate that you have no proof of what we are saying but you dont exactly seem sympathetic.

 

[jas2587]

Thats kind of the point Cindy. Can we keep this focused on the issue at hand please. I and Im sure rpalmer will make usernames available to either casinomeister or the virgin rep if and when required.

That could be the issue that you both are using the same email

Cindy

 

[topoor]

I said we received the same email not that we use the same email address.

 

[jas2587]

opps my bad ss

Cindy

 

[GamesysAffiliates]

Response from Virgin Casino

At Virgin Games, we believe in looking after our customers and ensuring that they have as good a time as possible. Amongst other things, this is done by rewarding our players for their loyalty. More often than not, this involves offering bonuses that then need to be played through a certain number of times. However, recently, there have been some instances where players have been abusing these bonuses and playing purely to convert bonus money rather for the enjoyment of playing at Virgin Casino. This has a significant cost for Virgin to the point where it is preventing us from rewarding our loyal customers as generously as we would like.

We are faced with the decision to either cut down on the number of bonus promotions we run and the rewards that we give players, or to isolate the players who have been playing to a pattern of bonus abuse and withdraw their ability to play in bonus promotions.

As most of you will be aware, we decided, rather than passing on the impact of this bonus abuse to the vast majority of our players, that we would rather stop players who have been abusing bonus promotions from playing in promotions.

We have based our decision on months of play analysis. It has been a very hard decision and not a conclusion we have come to easily. Virgin Games places huge importance on looking after players and running regular cash and prize promotions that reward both winning and losing players. We would much prefer to continue to offer regular cash promotions for the majority of our customers than to cut back on bonuses to cater for the few who have been taking advantage of Virgin Casinos generosity.

As we have said to any player who has regrettably been excluded from promotions, our decision is not necessarily permanent and will be reviewed on a player by player basis in the future.

 

[topoor]

Is this a joke? You have basically reworded your mass email. As I stated earlier Virgin does not like winners and I can only conclude that you would allow me to receive promotions once I am in a negative balance. That will never happen as I will not return whilst I am labelled an abuser for doing nothing more than gambling. I strongly urge everyone else to adopt the same philiosophy.

 

[rpalmer83]

At Virgin Games, we believe in looking after our customers and ensuring that they have as good a time as possible. Amongst other things, this is done by rewarding our players for their loyalty. More often than not, this involves offering bonuses that then need to be played through a certain number of times. However, recently, there have been some instances where players have been abusing these bonuses and playing purely to convert bonus money rather for the enjoyment of playing at Virgin Casino. This has a significant cost for Virgin to the point where it is preventing us from rewarding our loyal customers as generously as we would like.

Expired Image

Yep, I just loved risking 17,320 of my own hard cash over the last 90 days in order to merely convert your 1,250 worth of 'generous' bonuses. You've excluded people who've won money. That is the only explaination. I played with you for the enjoyment and entertainment, it was never about only converting the bonus money!. I'm sure people with those intentions would not bet with a single hand size bigger than the actual bonuses you offer in the first place (as I have always done).

Obviously the bonuses were a nice touch, a 'bonus' as it is called but I thought thats what they were there for, to reward loyalty and continued custom. I have certainly not abused them.

All this said I will probably still play at virgin because I like the software and games, but my confidence with them in terms of customer service is practically shattered.

You've clearly made your decision, however at least this thread will serve as a warning to people that the promotions which virgin offer are not as transparant and 'available' as they might at first seem.

If you win money you will eventually be excluded and alienated from the rest of their members.

 

[chuchu59]

Virgin Ace,

What you are saying is illogical. You say you want to reward players with bonuses as a show of generosity but once they start taking them and winning you accuse them of bonus abuse. We do have quite a number of members here stating that your casino has treated them shabbily with the notorious e-mail. It would seem that the awarding of bonuses is affecting your profit margin so why dont you cancel them altogether and rely on a better comp system. The more you play the better the comps. This is much better than arbitrarily singling out players and accuse them of bonus abuse. If I were a player, I would be worried that if I took your bonus more often, I would get the same treatment. You have your terms for these bonuses ie wagering requirements. You dont have to award players with bonuses every month. If I took a bonus this month, just dont let me have them for the next 2 months instead of slapping a ban on me.

If this decision was taken after much thought and analysis then I do doubt your ability to really understand the players and their needs. You seem to be alienting them more than anything else.

 

[uungy]

What an absolute joke. I bet they had to have a meeting for 2 days to word that post!

I thought the long wait was so they can explain. What they have come out with is some statement which does not appease or even partially whet my appetite to go back and play.

While I know its my decision to play elsewhere, normally a player play's in a company to build up some personal feeling, and you get used to it etc., so not only are they not interested in coming up with some explanation, they are making higher stake players not want to go back, even if they wanted to get the money back. In fact what they seem to have done, is barred the bigger players, and the small bonus hunters who bet 20p a go, and can win about 20 a week, but becasue it is a saller amount, they don't mind keeping them.

If they would give a reason, then it may do, but obviously, they have no reasoning, and its one of those "at the managers discretion" nonsense.