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Virgin Casino / Virgin Games Bad Experience

Discussion in 'Online Casinos' started by Nate, Jan 25, 2011.

    Jan 25, 2011
  1. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    Hi All,

    Just though I would share my experience with you before you decide to sign up at Virgin Games.

    I registered an account a few days ago at Virgingames.com (Accredited here). I used my account to play for free and check the games out. I decided to make a deposit today and have not had a pleasant experience thus far.

    I deposited and did not claim the welcome bonus. Im glad I read the terms because I had intially planned on taking their welcome bonus. The reason I did not take the bonus is because of the following:

    •A minimum first deposit of £5 must be made to qualify for the Casino Welcome Bonus.
    •You must play through 25 times your first deposit amount to earn your Casino Welcome Bonus.
    •Earn your bonus by playing through your first deposit, additional deposits or winnings.
    •Once the play through requirement above has been met, we will match your first deposit with up to £100 cash.


    I find the bonus terms to be a bit ridiculous and I did not want to be held to such terms. To top it all off, you can't even play thunderstruck???

    In any event, I just deposited and continued playing. Played for a bit and just as i started to go ahead, none of the games would load. I opened my email and noted an email from virgingames. The email basically says that my account is suspended until i submit documents???? So i get on the live chat function and speak to Dave. Dave advises me that the account is locked for verification. He further advises that it will take up to 24 hours.

    I submitted my documents at about 8am (UK Time) and figured that it would be verified by the evening. At about 18h45 (UK Time) I get onto live chat and speak to Dave again... Dave advises me that my account is still not verified and that it takes up to 48 hours now. I asked him why is it now 48hours and he advises that there is a 'Backlog' on verifications and the Security Team have left for the day.

    I express that I am not happy because my session was terminated and account locked during Live Play and my documents were not even looked at during the business day.

    Dave promptly refers to the T&C's and ENDS the chat whilst i am still chatting???. What a rude little fart!!

    VirginGames - Thank YOU, you certainly have made a GREAT impression!!

    Nate
     
    2 people like this.
  2. Jan 25, 2011
  3. ergopro

    ergopro Senior Member

    Occupation:
    Webmaster
    Location:
    Gamblers Anonymous
    Have had similar experiences with "UK bookies&casinos".
    I guess it's part of their KYC (know your customer) policy that they verify player's identity before allowing them play. Has happened in few hours though.
    As far as the bonus terms, I think it's an after wager bonus and once the wagering required is made, then it's plain cash with no restrictions.
    I kinda like them- get some extra and have almost no restrictions with the deposits.
     
  4. Jan 25, 2011
  5. Seventh777

    Seventh777 RIP Roy

    Occupation:
    Builder, mainly renovations.
    Location:
    Planet Tharg, dark side, where nothing grows.
    Just a few pointers Nate, the bonuses here are very good, bearing in mind you can deposit, take a bonus, if you get a good hit you can cash out as there is no bonus in your balance with a w/r to hold you back, and, if on the other hand you have made the w/r, the bonus you get has no w/r, it is 100% real cash..

    As far as which games qualify i`m sure TSII is still okay, if not, you can still play these games but your bonus progress bar will not move, as far as account verification goes I never had this problem, but then again they are my ISP, landline and mobile Phone providers lol.

    The abruptness of their CS is not the norm though, I would personally make a complaint about Dave tbh.
     
  6. Jan 25, 2011
  7. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    Thanks Nate I enjoyed that post. Much more amusing than other posts. :thumbsup:
     
  8. Jan 25, 2011
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    They are my ISP, TV and backup phone provider.

    TV = Crap, forever fouling up, on demand doesn't work, sound drops, etc...
    ISP = Crap, buffering, stalling, instant disconnects. etc.....
    Phone = Crap, more expensive than my other line, but good for free calls to CS.

    Mobile = no chance mate, probably crap too.
    Adverts = pack of lies.

    Technical expertise = Crap, 4 years to fix a door on a metal cabinet:mad:

    Email = Crap, always "server unexpectedly terminated........"

    I am thinking of "unexpectedly terminating" something else:(

    Casino = probably breaks down all the time just like everything else, and I bet half the bulbs have blown on Thunderstruck in any case, and no-one can be arsed to fix them.
     
  10. Jan 25, 2011
  11. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    I fully agree on the KYC...should be implemented BEFORE a deposit is made and the account should not be shut down in the middle of real play...

    I understand the bonus terms differently... just below the wagering requirements is this:

    •You may ONLY play on the following games to qualify for this offer:
    ◦All Slot Games EXCLUDING the following:
    ■All MegaJackpots slots
    ■All Marvel Jackpot slots
    ■Millionaire's Club II progressive slot
    ■Pharaoh's Treasure progressive slot
    ■Texas Tea
    ■Thunderstruck
    ■Enchanted Unicorn
    ■Monopoly Here and Now
    ■Rainbow Riches - Win Big Shindig
    ■Wheel of Fortune Triple Action Frenzy
    ◦All Instant Win Games (excluding Multiplier, Casino Dice and Fortune36)
    ◦All Phantom Belle Video Poker
    ◦Ten Play Bonus Video Poker
    •All other Games are EXCLUDED.

    Maybe this needs more clarification. If the bonus is as you put it (Wagering only accumulates on some games) and you do not forfeit your bonus if you play 'Thunderstruck' as an example, THEN, it is a good bonus.

    The CS issue of ending chat without hinting you are leaving is like slamming the phone down in someones ear. It's rude and should not be tolerated in the service industry.

    If my account was locked when i signed up and before I made a deposit, i would understand!... But not after i have made a deposit and while im playing.... its just rude..again.

    Nate
     
  12. Jan 25, 2011
  13. De Beuker

    De Beuker Senior Member

    Occupation:
    Production
    Location:
    Netherlands
    I know I would be furious if they locked me out in the middle of my session.
    I would be even more furious if I got treated like that by CS afterwards.
    And WTF is wrong with Thunderstruck??:confused:
    I think I'd better not sign up...:(

    My advice: Make them pay!
    As soon as your account is re-opened, get your lucky rabbitfeet, horseshoe, everything and win LOADS of money, withdraw, and run for the hills!

    Does that sound like a good plan or not?:D
     
    1 person likes this.
  14. Jan 25, 2011
  15. rainmaker

    rainmaker I'm not a penguin CAG webmeister

    Occupation:
    -
    Location:
    -
    I signed up at Virgin casino some weeks ago. They suspended my account before I got to do a deposit, because my account was not verified yet.

    I acctually think this is good practice. Usually people gets frustrated because the verification prosess starts when they try do to a withdrawal (first withdrawal).

    I think that every casino should have verified accounts as soon as possible after registration.

    But in your case Nate, I think Virgingames are to blame for your bad Experience.
     
    1 person likes this.
  16. Jan 26, 2011
  17. Seventh777

    Seventh777 RIP Roy

    Occupation:
    Builder, mainly renovations.
    Location:
    Planet Tharg, dark side, where nothing grows.
    I`ve never had any problems with their T.V. package whatsoever, admittedly I rarely watch T.V., but when my son is here it is tested to the limits believe me (which reminds me I must change my pin number, they grow up so quick don`t they, from Walt Disney to Debbie does Dallas, all in one summer holiday
    :eek:).

    Buffering is part and parcel for any ISP is it not?, especially for streaming videos, stop watching pr0n, you bad man;)).

    Phone = excellent, I make many work related calls to other landlines that are 100% free.


    Not the cheapest mobile provider i`ll grant you that, but their long distance mobile to mobile rates take some beating.

    Not sure what you mean here, but, a latest advert from their website, also these rates for fibre optic etc are gonna take some beating....

    View attachment 24767

    I cannot comment on this aspect, i`ve never required them to fix a door on a metal cabinet for me.

    Ever since I 1st made an account (back in the old NTL days I have always used my main e-mail address - a hotmail one).

    Hehe, I feel your angst, however, I feel completely different re:- Virgin media.

    As far as the casino goes Virgin is only one of two casinos that I am in profit with, what I like here is - Just as Ladbroke`s they use more than one software (wagerworks and MG), so if you are running dry on one, try the other, normally works very well for me.

    Footnote....

    If you are having problems with Virgin as your ISP, some tips......

    1). They use a proxy server, have you configured your browser for this aspect there are regional proxy server IP`s, configure your browser to suit.

    2). What browser do you use?, I find Opera is by far the best for online flash games and Firefox for downloadable casinos.

    3). Override windows default browser settings, some of these really do restrict your connections, there are many browser tweaks/hacks out there, use them, Firefox 100% clean browsing begins with about:config, learn it, use it, max it ;).
     
  18. Jan 26, 2011
  19. Seventh777

    Seventh777 RIP Roy

    Occupation:
    Builder, mainly renovations.
    Location:
    Planet Tharg, dark side, where nothing grows.
    Like I said previously i`m not going to get to involved with your temp account locking, as I have no xp of this sort of thing, so back to the bonus terms... When you take a bonus here you can check on how you`re doing, a few weeks ago I took a 50% deposit bonus upto £25 max (iirc) I burnt out on 96% aaargh, this bonus ran to the end of January and was still showing, so I thought what the hell, deposit again, and within a few minutes I got the £25 bonus.

    If you play games that are not in the bonus T&C`s all that happens is there will be no progress on your bonus graph ie:- it will freeze until you play allowed games again.

    IMHO, once your account is open again, give them a try, I don`t think you`ll be disappointed, 1st impressions are sometimes misleading, remember waking up to that seemingly hawt girl from last nights club session, now the lager goggles and her make up effects have worn off?, and screaming inside as you think `F^&k me i`ve brought a doorman home :eek:`.
     
    2 people like this.
  20. Jan 26, 2011
  21. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    I sincerely don't doubt them and I am certain they are a great outfit despite what my first impression has lead me to believe! Just a frustrating experience I suppose?

    Seventh777, you mention Ladbrokes run off different software platforms like Virgin - I haven't seen this... which games are you referring to?

    Nate
     
  22. Jan 26, 2011
  23. Seventh777

    Seventh777 RIP Roy

    Occupation:
    Builder, mainly renovations.
    Location:
    Planet Tharg, dark side, where nothing grows.
    Here we go Nate....

    You must register/login in order to see the link.
     
  24. Jan 26, 2011
  25. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    Thanks, I don't see any other games except for MG... I know Virgin has Cryptologic, MG and Wagerworks...

    Nate
     
  26. Jan 26, 2011
  27. Seventh777

    Seventh777 RIP Roy

    Occupation:
    Builder, mainly renovations.
    Location:
    Planet Tharg, dark side, where nothing grows.
    Have a closer look, here you will find games from CryptoLogic, Dynamite Idea, Electracade, F1x2Games, and Microgaming software, also bingo and poker ;).
     
  28. Jan 26, 2011
  29. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    It's fully tweaked. I even used the Virgin Media broadband tweaking tool, so everything should be set up for their server configurations.

    Every time an engineer comes out, he tells me what the last one did wrong, or didn't do. They can't seem to make their minds up what settings to use.

    Last one told me I was "off the wrong port" in the street cabinet for FOUR YEARS, and moved me to the "right port".

    Their adverts SPECIFICALY claim that "buffering" is a thing of the past on their fast broadband. It is NOT, it's a thing of the PRESENT.

    Whenever I complain, I am told there is too much usage in my area, but it doesn't stop them connecting ever more customers, which only makes things worse.

    Things were supposed to have got better at the end of last year because of a major upgrade that was meant to deliver greater capacity. Things have actually gotten WORSE.

    The advert is a pack of lies because they have NEVER delivered what is promised in my area.

    There is a "postcode lottery" as far as they are concerned, and some areas DO get excellent service, and you are probably in one of these favoured areas.

    BT now has fibre optic here, and I may consider switching to this network in the summer. Usually, the mere threat of switching has Virgin throwing offers at me that were previously "unavailable" when I have asked, so it is possible they DO know why my service is crap, but ONLY make the effort when they think their customer will leave. This has certainly been my past experience when they cut £20 off my bill when they ditched SKY1 without notice, and I said I would get it back by switching to SKY:D

    Now, for that Virgin BONUS.

    What is all the COMPLICATION in aid off, WHY have a list of "excluded slots" for a "slots bonus". This is NOT just an exclusion of the progressives, it seems to be a random selection of non-qualifying games, and would require players to have a good memory, or write down the list so that they made sure to avoid these games. The only good thing is that playing these games doesn't get winnings confiscated, you just don't make progress towards the bonus.

    What's wrong with "keep it simple". Just have a slots bonus for slots, simple!
     
  30. Jan 26, 2011
  31. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    I must be totally blind or these games don't exist at Ladbrokes. In any event, it has been 28 hours without a hint of verification from them...

    Nate
     
  32. Jan 26, 2011
  33. Seventh777

    Seventh777 RIP Roy

    Occupation:
    Builder, mainly renovations.
    Location:
    Planet Tharg, dark side, where nothing grows.
    Sounds like you`ve had a real rough ride with Virgin :(, but as far as the bonuses goes, I think the exclusion of certain slots is a small price to pay for a no strings attached early big hit w/r so no withdrawal penalty, bonuses are very much swings and roundabouts.
     
  34. Jan 26, 2011
  35. threescatters

    threescatters Dormant account PABnonaccred

    Occupation:
    .
    Location:
    UK
    Hi,

    I have used virgin games a lot over the years and only have positive things to say about them. The OPs story with KYC check is bad tho, as was his customer service experience. However I urge him to try out Virgin properly when his account is verified, they really are great.
     
  36. Jan 26, 2011
  37. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    Their terms do not explicitly state that 'You May' wager on the excluded Games and not forfeit the bonus. How can one be certain that this is actually the case with the current T&C's? They start it off with... 'You may ONLY play on the following games to qualify for this offer' ... does this not seem as if your bonus will be forfeited should you decide to play Thunderstruck as an example?

    Nate
     
  38. Jan 26, 2011
  39. threescatters

    threescatters Dormant account PABnonaccred

    Occupation:
    .
    Location:
    UK
    I can say for certain Nate you will NOT run into problems wagering on excluded games, you can do this no problem, its just it wont count to releasing your bonus. As soon as you switch back to an allowed game your play will start counting towards releasing your bonus again
     
    1 person likes this.

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