Virgin Games Casino Review

The player complained that at the beginning, he won £1.500 and withdrew it without any problem. Later on the same day, he won £5.000 and tried to withdraw the amount. The next day, he realized that the withdrawal had not been processed so he called the casino and got a response that it would take longer due to higher amount. Later on, nothing was moving so he called again, and was asked to provide bank statements. The player provided all the documents that they had requested, but nothing was happening.

The player complained he couldn't update his bank details because the system wouldn't let him enter the correct ones. Therefore, he couldn't make withdrawals. So the player wanted to update his details by depositing, however, he was unable to do so. He couldn't make a deposit unless there was less than £1. Live chat agents promised him to remove the funds so he could deposit, but the player said that each time they just left the chat without removing the funds.

The player requested 2 withdrawals but somehow got lost on their way to them. The casino provided the player and their bank with the ARN number to trace the payment but didn't succeed. The player's bank asked the casino's bank to try to trace the money but they didn't even try. The player also said that their previous transactions were successful and couldn't understand what had happened this time. No other information is available ever since.

Player self-excluded themselves from the casino and opened a new account. They made a deposit and shortly after that was the account closed and they were not able to withdraw anything. According to the player the casino stated they were not ready to pay the deposits back. No update since then.

The player complained that after they asked for a withdrawal, the transaction bounced back and was returned to their casino's account. They then tried to withdraw it again but still, never received it despite the casino reassuring them they would receive the payment soon. No reaction from the casino, no update ever since.

The player, Claire, complained that she had permanently self-excluded herself from the casino in 2010, forgot about it and opened a new account in 2016 with the same registration information. Ever since the casino had changed the owner in 2013, apparently the information about her self-exclusion got lost and the casino didn't stop her from playing there. After Claire had lost some money, she remembered that she had self-excluded herself from the casino and was complaining about the casino not honoring her self-exclusion. The casino didn't react to this complaint and it remains unsolved.

The player ''Molokocoko'' complained that the casino didn't refund his deposits after he had self-excluded himself from casinos within the same group. He claims that casino told him that he wouldn't get the refund because he'd used a different postal address to register (he moved house). However, he said that he'd used the same full name, same DOB and same email address in registeration. The Mediator found this complaint for the player as the casino refused to discuss any complaints and wished that all complaints against them should be forwarded to their chosen UKGC appointed ADR eCOGRA.

Lois, a player from the UK played at these sister casinos, Heart Bingo, Virgin Games, and Monopoly Casino for months. All of her accounts were verified and she made few deposits in all three but won only with Heart Bingo. She won again, and the next morning, when she tried to log in to the account, it was closed. All three of her accounts became closed. She was informed by the casino that she can not have accounts with all three sister casinos. Lois also had another account with a fourth sister casino that was opened by someone else with her debit card, but she managed to close that account. She hasn't received any refunds nor were her accounts reopened. There is no further information on this case.