Virgin Games Casino - Player’s withdrawal has been delayed.

dear Sir/Madam

i deposit to this casino £860 then i won back £800 £1000 then i withdraw they gived a option to withdraw my funds to via bank transfer i put my details

then I went to ask for updates for my withdrawal they ask for official bank statement which is i provided them with pdf

after i received a email saying the withdrawals has been failed and bounced back to my gaming account its been 4 days now i always going to chat to ask them any updates still no updates they still reviewing it but they advise me to wait 48 hours and they will come back to me

this COMPANY ARE SCAMMERSSS !

the same issue all the players

they done to my cousin aswell

this casino needs be close

they are scammers and not sending peoples withdrawals

Dear Ivan2006,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your verification was completed successfully?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• Is any withdrawal currently pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

Hi there the verification didn’t yet completed i sent them a official bank statement to get my withdrawals and they closed my account no updates from them nothing only thing they are saying your account is under review and the full amount bounced back to my player account i am sure %100 this casino are scammers and the same issue having all the players i want my withdrawal i am not going to leave this case like this thank you!

Hello Ivan2006,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience and your reply.

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear Ivan2006,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.