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Virtual group non-responsive to complaints

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thePOGG
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Virtual group non-responsive to complaints

Postby thePOGG » Mon Jan 09, 2017 8:39 pm

While the old Virtual group, now going under the names Ace Revenue and Gambling Wages, have been making some efforts to resolve complaints, the simple truth is that months are passing by, many complaints aren't receiving due attention and when we're requesting evidence we're not always getting it. There are a LOT of payment delay complaints ongoing with this group. Here's the oldest batch:

http://thepogg.com/complaint/palace-of- ... ithdrawal/
http://thepogg.com/complaint/planet-7-not-paying-out/
http://thepogg.com/complaint/planet7-no ... ithdrawal/
http://thepogg.com/complaint/ruby-slots ... d-payment/

Players should beware....

TP
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Stein
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Re: Virtual group non-responsive to complaints

Postby Stein » Tue Jan 10, 2017 9:32 pm

There have recently been numerous complaints about their company from the affiliate side of things as well. But hey... What would Virtual Casino be without any complaints? :)
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thePOGG
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Re: Virtual group non-responsive to complaints

Postby thePOGG » Wed Jan 11, 2017 7:10 am

I couldn't speak for the aff side of things, nothing's come in to POGGWebmasters about them and I'm a little disconnected from the main affiliate forums at the moment due to other pressures.

However they have for the last several years apparently been trying to address all the issues of the past. I set a 3 years no issues before I'd even consider them. That would have been up at the end of 2016. But throughout 2016 there were loads of complaints at other sites about slow payment. To be fair most of these were getting addressed eventually, but I wasn't happy with it so left them at Not Recommended. At the end of 2016 I heard whispers that they'd been bought and at the same time our usually helpful rep became inconsistent. This reduction in communication could be due to the fact that I told them that they needed to get their payment issues sorted so we weren't getting loads of complaints before they status could be considered. Regardless, they're now essentially entirely non-communicative and this group are quickly rising to the point where their competing with the RealVegas group for 'Most Complained About Casino Group'.

TP
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Stein
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Re: Virtual group non-responsive to complaints

Postby Stein » Fri Jan 13, 2017 6:07 pm

There has been a lot of discussion about missing and delayed payments at the AGD forum in December.

As far as their casinos are concerned, they used to generate countless complaints but then got their act somewhat together after UIGEA in 2006. I stopped playing with them after they did not honor a withdrawal in 2005.

If they are back to their old modus operandi now, I would not be surprised. However, if they are already up to the level of Real Vegas with complaints, something must be going very wrong. Perhaps they are planning to eventually shut down operations for good.

Cirrus / Virtual are just another mark in the terrible history of RTG. I really wonder how many millions the casinos of this software provider stole from customers (and affiliates) over the past two decades.
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thePOGG
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Re: Virtual group non-responsive to complaints

Postby thePOGG » Fri Jan 27, 2017 2:03 pm

We're still making no headway with complaints against this group what-so-ever. I am aware that their reps are responding to other services so it looks like they're simply ignoring us. As such all properties associated with this group have been shifted to Blacklist status today.

TP
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Stein
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Re: Virtual group non-responsive to complaints

Postby Stein » Mon Feb 06, 2017 7:40 pm

Wow. Things are truly going downhill with them again. Obviously they are competing with the Curgam group for the top position as RTG's most crooked operator. Quite a few of their previous competitors already left this race, leaving customers unpaid.

The online casino business in Costa Rica must be dull these days.
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thePOGG
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Re: Virtual group non-responsive to complaints

Postby thePOGG » Tue Feb 14, 2017 12:12 pm

And another complaint without a response:

http://thepogg.com/complaint/vegas-strip-under-payment/

In fact this group have gone from a position of resolving complaints (slowly) to having accelerated significantly beyond the Real Vegas group to being our most complained about operator and the complaints aren't getting resolved. They do still seem to be responding to CasinoMeister and a few other sites, but I guess we're just not important enough to warrant responding to.....

TP
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Stein
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Re: Virtual group non-responsive to complaints

Postby Stein » Tue Feb 14, 2017 6:30 pm

I have a feeling their ownership might have changed if their acting has come to this level again.

Are they actually also registered in the EU (Cyprus perhaps)?
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thePOGG
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Re: Virtual group non-responsive to complaints

Postby thePOGG » Tue Feb 14, 2017 9:21 pm

I couldn't say where they're registered, but I have had it from a few sources now that their ownership has changed. I will stress that I cannot confirm that. However, the people dealing with the complaints are the same as they have been for several years.

My guess on this one would be a change of ownership has resulted in payment processing issues. They are trying to work through the back payments, but unlike other portals we have limited sympathies when we're seeing complaint after complaint come through where players have been waiting months for payments. I've personally stated to the reps that the ongoing payment issues have resulted in us taking the position where they will not move out of Not Recommended status which they were due to do at the end of last year after 3 years without serious issues. The period without serious issues became iffy around 12 months before the 3 year deadline and unworkable about 6 months before. As the group have no chance of positive placement, they're now focusing their efforts towards other portals where they can get positive placement simply by fixing the issues for those players that complain.

Ultimately by being non supportive we put ourselves in a position where they won't help our players, but I'm not going to put them into an even grey area positive status when their complaint level and payment problems are so apparent. In fact, by walking away from dealing with complaints submitted here they've ended up moving from Not Recommended to Blacklisted status and my honest opinion at this point in time is that if they come back later looking to fix things it'll be 5 years rather than 3.

TP

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