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Non-Bonus Complaint Virgin Games

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Vman11, Aug 16, 2016.

    Aug 16, 2016
  1. Vman11

    Vman11 Newbie member PABnononaccred2

    Hi guys,

    I just wanted to get your opinion on an SE complaint I have with Virgin Games.

    I've had my fair share of problems with gambling since I've had coins in my pockets. After many years of not gambling I joined Virgin Games and inevitably lost a lot money. I knew I'd self excluded so contacted Virgin Games as I wanted to understand why they'd let me join their sites again. I'm obviously annoyed with myself, but I'm really annoyed that Virgin didn't detect and block the account. I know they would have done their checks on withdrawal and refused payment on winnings as I've read many reviews about their conduct on forums. So how do they honour bets when players lose but void bets when they win. Isn't this a contradiction?

    Here's my issue, I've told Virgin ( Gamesys) in the past I have a gambling addiction and pleaded with them not to let me join. So before people come on here and say " it's your responsibility not set up new accounts" that defeats the purpose of self excluding. If I had the control not to set up new accounts I wouldn't label myself as a gambling addict would i? It's not an easy thing to admit you're a gambling addict for starters, and certainly not a way to try and recoup losses. I've done my fair share of hating myself believe me...

    So, after emailing them the response I received surprised me to say the least. They said the following.

    - Over the last 10 years, you have 10 accounts with us ( wow!!, 10 accounts and not one was detected)
    - One account was called Matthew and the other Matt so our systems didn't detect them ( but they have sophisticated software to analyse my gameplay to ensure they're sending me a tailored bonus so I play more).
    - Your address has changed so it didn't detect them ( people tend to move a few times over a 10 year period)
    - And my favourite, your last account had a first name of 'Matthrw" so it wasn't detected. This may have been a typo they said. But they didn't have problems depositing the cash from a debit card registered under Matthew.
    - Your first account you self excluded from in 2007 only had a 6 month period ( as that's the maximum they offered at the time, and we all know gambling addicts usually take 6 months to become completely addiction free....No !!!)

    Over the years I've sent identification documents to them so they have all of details. A passport copy on file. Especially details that never change like DOB. All these companies claim to have a 'joint commitment' but then always come back their banker clause "you agree not to set up any new accounts". The mindset amazes me, they didn't exclude me, I went to them and self-excluded, I feel that's taking some responsibility to even admit you have a problem. Where does this stop? I'd understand ( and have had happen to me in the past) if they're protecting their money when refusing to pay winnings on detected accounts, but when they're happy to take money from vulnerable individuals on the same basis it leaves a bitter taste in mouth.

    Anyone have any problems with Virgin in the past? Or any advice would be great?


  2. Aug 16, 2016
  3. Nicola

    Nicola Taking a break mm1

    I know Gamsys are very lenient about the number of accounts per household and across their network of sites. Having spoken to them just a few days ago I was genuinely surprised they allow up to FIVE accounts per household and as they have around 7 sites - that would equal 35 possible accounts you could have open :eek:

    Getting to your point, you have admitted a gambling problem, so in my view you have deliberately spelt your name differently (i.e. Matt or Matthew) and a spelling error too. Anyone opening a casino account should always use their official name as shown on a passport or Government issued document. There is no reason to use a shortened version or nickname.

    Did you claim a welcome bonus each time you opened a new account and did you ever make a withdrawal? If so, then I would be surprised they didn't pick up your date of birth.

    Changing postal address and then setting up a new account to get around blocks/exclusions cannot be blamed on any operator. As always in this case, I would suggest seeking the free services of Gamcare or a local gambling help centre.
  4. Aug 16, 2016
  5. Vman11

    Vman11 Newbie member PABnononaccred2

    No, Nicola. I never try and circumvent any system and certainly didn't claim any bonus. I definitely didn't change my name on purpose. If I did I don't think I'd chose Matthrw. But thanks anyway. You forget my main point, say if someone did circumvent the system on purpose, they wouldn't be able to withdraw anyway so the whole process would be a pointless waste of time. It needs to consistent, you either honour the bets or you don't. Not just when it suits the operator.
  6. Aug 17, 2016
  7. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Works For Self
    The biG Eu
    I feel for the OP as he is really struggling with a severe gambling addiction but .... i think he is trying to find a loop hole in order to reclaim his losses back

    and if it was not Virgin you would gamble elsewhere if your not taking steps to over come! Getting your money back aint gonna help as I can almost guarantee you find somewhere
    else to gamble. Rather why not focusing on quitting ? Take the hit as a hard lesson.

    The only way a casino would pay back deposits is if you had an active SE in the same name and somehow managed to gain access.
    Other than that I see personally too many holes in your story. I am not without sympathy as it must be so hard to be struggling with this

    but getting your money aint the answer in the long run

    and from what you have shared here I think you did with intent adjust names to gain access even though you have said you did not.

    You deposited - you lost - take the hit and get real about quitting. Install blocking software

    Gamblok or Betfilter - get connected with support groups and stop trying to chase the losses.

    GL with it all.
  8. Aug 17, 2016
  9. Vman11

    Vman11 Newbie member PABnononaccred2


    Wow. People are quite insistent I changed my details on purpose. I didn't. But I did self-exclude on purpose. Knowing my problem I asked the operator to ban me from their sites.

    You're also not answering the question about Virgin refusing to pay winnings but accepting deposits of SE players. That's very important.

    I understand your points if you work for gambling companies, these people pay your wages so you want them to make money. It's just a shame you see this revenue from vulnerable people. I still get sent hundreds of promotions from sites I've self excluded from, I see them on football shirts, every single advert on sporting events. I'm continuously badgered to spend more money. And when people revels gambling issues they wash their hands of any responsibility. It's quite sad, it really is.
  10. Aug 17, 2016
  11. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Works For Self
    The biG Eu
    Its nothing to do with having an investment in a casino ... as you try point out ... as for not paying winnings if it was found you had an active SE they would not pay winnings if this was found and would repay back the deposit with most reputable casinos.

    But if you do not have an active SE then no they wont.

    Signing up with another account using a different name is a whole different matter. Its one account per person. By what your saying you managed to gain access with multiple accounts ... which on its own shows you need get some help and quickly.

    In the end you made the choice to gamble and all your interested in recouping your losses. Face the bigger issues work on quitting - if need be get a new email address to stop the spam coming in.

    If though you have an active SE in your real name then you might have a chance. if not then your screwed you wont see a penny back.

    Be accountable for your own actions and stop looking for an easy way out as it will help you in the long run. If your honest with yourself odds are if they do pay your money back you will only find another casino to deposit at.

    And would you have come here if you had won and been paid out by virgin ? i think not so it works both ways.

  12. Aug 17, 2016
  13. SlotGrinder

    SlotGrinder Senior Member

    Poker Player
    Yes I agree with you , despite your gambling issue , it is still disgusting for casinos to take your money as deposits despite never intending to pay out on any winnings . Equally , you can deposit instantly and easily but when you come to withdraw it often takes days with various ID checks etc . They basically try to freeroll customers all the time , this despite the fact that they already have an inbuilt edge in the games they offer

    I think the answer is for the UKGC or whatever licensing board to force casinos to do their checks BEFORE accepting a deposit . Then you will be offically cleared to receive withdrawals on any winnings . After that if they find some discrepancy on your account then it is their fault and they have to live with it . They should have performed their account checks more thoroughly basically
    At the moment it seems they take deposits from absolutely anyone at any time (apart from very obvious duplicate accounts) and only later when you go to cashout do they bother to "check" and then decide that your account is not valid for withdrawals

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