Be Aware Virtual casinos have many ongoing problems

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
We were working on updates to our database and the question came up "where are the Virtual casinos licensed?"

On many of their sites they have an FAQ and in the General Questions section they have the following:
Is <a virtual property> licensed?

Yes, we are completely licensed and work in conformity with all laws pertaining to online gambling.

Funny way to discuss your license I thought so I hopped on Live Chat at Dreams Casino to ask:
Please wait for a Dreams Casino agent to respond.

Thank you for contacting Dreams Casino. My name is 'Coco'. For your security, please verify the Email address, Username, and phone number on your account so that I can assist you further.

Coco: Welcome to Dreams Casino's online customer support.If you could provide me with you username, email and phone number I can be sure to help you as best I can. My name is Coco, How can I help you today?

Max Drayman, Casinomeister: I'm not a casino player. I work at Casinomeister.com and have a question about your casino.

Coco: I will answer as best I can.

Max Drayman, Casinomeister: Your FAQ says you are "completely licensed". Where? In what jurisdiction is the casino licensed?

Coco: I am not at liberty to disclose this information. All relevant information is available on our website. The customer service department works specifically for active players in our casino. Please feel free to go to our website so you can find all information related to your inquire. Thank you for your understanding.

Max Drayman, Casinomeister: I understand, but the information is not there.

Max Drayman, Casinomeister: Can you put me in touch with someone who is at liberty to disclose basic information of this nature.

Please wait while I transfer the chat to Bruce.

Thank you for contacting Dreams Casino. My name is 'Bruce'. For your security, please verify the Email address, Username, and phone number on your account so that I can assist you further.

Bruce: Hello my name is Bruce, can you let me know your username, email and phone number please? Thanks a lot!

Max Drayman, Casinomeister: As I explained to the previous person, I am not a player. I work at Casinomeister.com and have a question about the casino.

Bruce: Can i have your user name, email address and telephone number please?

Max Drayman, Casinomeister: See above.

Bruce: I can not read previous chats. Please let me know how can I help you.
(a few seconds pass)
Bruce: We have not heard from you in a while. Would you like to continue this chat?

Max Drayman, Casinomeister: I am not a player at the casino so I have no user name. I work at Casinomeister.com, my email address is max.drayman@casinomeister.com

Bruce: I will kindly ask you to create an account in order to help you.

Bruce: This dpt is specifically oriented to active players and inquieres related to casino.

Bruce: Is there anything else I may help you with?

Max Drayman, Casinomeister: So you can't answer a basic question about the casino?

Max Drayman, Casinomeister: It is "an inquiry about the casino" as you said above. Can you do that?
(a few seconds later)
Bruce: Thank you for visiting Dreams Casino. Feel free to contact us at any time for further assistance!

Ok, that didn't go too well. And why just boot me off like that? I figured I'd try The Virtual Casino:
Please wait for a Virtual agent to respond.

Thank you for using our LiveChat Service. This is 'Coco'. Please verify your Email and Username so that I can assist you.

Please wait while I transfer the chat to Bruce.

Thank you for using our LiveChat Service. This is 'Bruce'. Please verify your Email and Username so that I can assist you.

Bruce: Hello my name is Bruce, can you let me know your username, email and phone number please? Thanks a lot!

Max Drayman, Casinomeister: Hello. I am not a player at the casino so no user name. My name is Max Drayman, I work at Casinomeister.com. my email address is max.drayman@casinomeister.com

Max Drayman, Casinomeister: I have a basic question about the casino.

Bruce: Hi again, I gave you the answer before.

Bruce: Is there anything else I may help you with?

Max Drayman, Casinomeister: Please repeat.

Max Drayman, Casinomeister: What answer?

Bruce: It depends on the question. Have you created an account.

Max Drayman, Casinomeister: I have to create an account to ask a basic question about the casino?

Bruce: If it's related with the games or slots machines, coupons etc I will be glad to help you.

Max Drayman, Casinomeister: Or can I just ask my question?

Max Drayman, Casinomeister: It is related to the casino itself. You said you could answer inquiries related to the casino.

Max Drayman, Casinomeister: And then the chat session suddenly terminated. I'd still like to ask my question.

Bruce: Is there anything else I may help you with?

Max Drayman, Casinomeister: Please be aware that your responses here may well be used as part of a public record of my attempts to look into the casino and gain basic information about it.

Max Drayman, Casinomeister: Yes, you could let me ask my question.
(a few second later)
Bruce: Since I am not receiving any response from you about the casino

Bruce: , this chat will be closed so I can assist another player. Thank you for contacting Virtual Casino. If you have any other questions please contact us any time via our Live Chat. Thank you for your time and have a great day!

Chat session has been terminated by the site operator.

So, booted off again. Not looking good!

The bottom line is that they claim to be "fully licensed" but there's nothing on the site about their license and they won't tell you if you ask. Who does that? Why would you?

Are they really licensed? Who knows, but I wouldn't take that chance if I were looking for a place to deposit.

Be Aware: various Virtual Casino properties claim to be "fully licensed" but they neither publish nor will divulge that information. This is HIGHLY suspicious and players would be wise to look elsewhere for their casino entertainment until the Virtual guys get their act together and properly publish what should be basic casino information.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Aren't they ahem 'licensed' in Costa Rica?

I believe I was told by one of the reps that their Costa Rica "license" ended when their operation was sold and moved to Eastern Europe. That does sound reasonable since the CR license is just a business license (no operational compliance requirements).
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Time to update this given the volume of complaints against this group that we've seen over the last year and the E X T R E A M L Y slow manner in which the casino people react to and address the problems raised:

The bottom line is that this group is habitually slow-paying players. Whatever the reasons the point is that LOTS of players are having these problems and many of them are turning to us (and elsewhere). Planet 7, Raging Bull, Royal Ace and Ruby Slots seem to be the primary offenders.

In recent months the rep seems to have downgraded the priority of these issues submitted to them by us. That sucks because that means it takes even more of our time and effort to get these things addressed and that's just a plain old PITA.

So, players beware, you will likely get VERY slow service from these guys when it comes to getting paid.

We'll continue to accept your PABs but you have to understand up front that they are not responding quickly nor reliably to issues we submit to them. If it seems your PAB has gone down a black hole then you have some idea how we feel trying to get these things looked at. For better or worse it's just the nature of the beast with these guys these days.

Finally, please note that I said "slow-paying" not "no paying". For the most part people do seem to get paid eventually, you'll just need the patience (and persistence) of a saint to get it done.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Unfortunately I need to update this to say that our communications with the Virtual guys have deteriorated to the point that the best I can do is forward complaint details to them and ask that they contact the player directly to resolve the issue. In other words we can't spend our resources on chasing them. If they respond that's great, it's game on. But if they don't then so be it I'm afraid.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Another update: well, not much happened with the "all outstanding cases" thing last year and we continue to receive complaints against these casinos. In order to address this situation a new forum has been created to gather issues regarding these casinos: Virtual Group Issues.

A little history: this is something we had done years ago but when the Virtual Group went through a "clean up" phase a few years back we decided the dedicated forum was no longer required. Things has since back-slid considerably so it seems prudent to revive the forum.

So:
Complaints that appear on the forums regarding Virtual Group casinos will be forwarded to that forum.
Threads related to ongoing PABs against those casinos will appear in that forum.
(in other words "Yes, we are still accepting PABs related to these casinos")​
And voila! The slow dance with Virtual Group continues.

FTR: these are the relevant casinos:
Captain Jack​
Club Player​
Cool Cat​
Dreams​
Grand Fortune​
Palace of Chance​
Planet 7​
Prism​
Raging Bull​
Royal Ace​
Ruby Slots​
Silver Oak​
Slot Madness​
Slots of Vegas​
True Blue (Aussie)​
Vegas Strip (Virtual skin)​
Virtual​
Wild Vegas (Cool Cat skin)​
 
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