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Withdrawn: Virgin Games refuses to discuss player complaints.

Discussion in 'Withdrawn Warnings' started by maxd, Aug 1, 2016.

    Aug 1, 2016
  1. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    In attempting to process a recent PAB regarding Virgin Games (virgingames.com) we were told the following:

    Of course this is a fundamental misunderstanding of the Data Protection Act (DPA). Ico.or.uk has a page devoted to exactly this, see their You must register/login in order to see the link. page wherein they say:

    We routinely offer to have players provide such written authority but casino people are seldom interested, they're typically fully committed to their own interpretation of the DPA and impervious to all attempts to persuade them otherwise.

    Be Aware: Virgin Games is misreading and/or abusing the Data Protection Act and using this flawed reading of the DPA as justification for their refusal to discuss player issues. At this time players with complaints regarding Virgin Games have no choice but to follow the complaints procedure specified by Virgin in their Terms.
     
    11 people like this.
  2. Aug 2, 2016
  3. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    In a totally unexpected development the Virgin people appear to be willing to amend their previous position on using the DPA to refuse to discuss player issues:

    What form that "official and formal permission" can take is TBD at the moment but nevertheless this is a big step in the right direction on Virgin's part. I'm trying to work out the details but kudos to them for being reasonable about taking a second look at their interpretation of the DPA.

    As to "we would not be obliged" to discuss a player issue with a third party they are 100% correct. But that was never in question. The question was and is will they discuss the player's issue when the player has specifically requested they do so? If yes, then great, and we do what we need to proceed. If not then why not? The player wants it, there is no legal impediment to doing it so ...?

    This, of course, is exactly the issue we have been fighting with for years, particularly with the larger casino groups who generally want to close doors to anyone and everyone that doesn't suit them. The problem is that there is no reasonable justification for doing so. We are certified arbitrators. The player has specifically requested that they be represented by us. The DPA is no restriction to proceeding nor is any licensing jurisdiction. So what's the problem?

    More news here as this situation develops.
     
    10 people like this.
  4. Aug 9, 2016
  5. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Ok, quick update on this: apparently they're willing to discuss complaints if we apply with some paperwork on the case, etc and -- here's the kicker:
    Apparently it's a process we'll have to go through on every complaint, regardless of whether we've done so before. In other words, hurry up and wait. :rolleyes:

    But hey, at least it's something: I reckon it's as good a time as any to give it a shot.
     
    2 people like this.
  6. Sep 26, 2016
  7. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Just a footnote here before I withdraw this: the player involved threw in the towel on their case after their deposits had been returned. As such there was nothing to pursue with the casino.

    I'd say it's unfortunate that Virgin has taken the laborious formal route to dealing with player issues -- "submit your DPA information request and we'll get back to you (maybe) in 28 days" -- but it is what it is.
     

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