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Virgin – disregarded self exclusion

Ruling

Found for the Player - Virgin Games have refused to discuss any complaints with this service stating that they want all complaints forward to eCOGRA.

Read our Virgin Games Casino Review.

Player's Complaint

In 2010 i had an account under the user name [EDIT]. I permanently self excluded and had a confirmation email to say that I had done so. In 2016 I opened another account as I had forgotten I had previously self excluded. The new account had the exact same username as the one I used in 2010, the same email address and house address and name and ip address. I subsequently lost money which I wouldn't have done if they had honoured my self exclusion. Their excuse was that the casino changed ownership in 2013, how was any self excluded player supposed to know this information and that they would not put all the self excluded players onto their systems when they took over the casino, especially as there was no emails sent to alert the self excluded players.They had a duty of care to make sure all the people on the self excluded list were transferred when they took over. As a big company, I can't believe that it wasn't a requirement when gamesys took over to make sure the people who had previously self excluded, stayed self excluded.

Read the casino review

1 Response

ThePOGG
Jun 12, 2017

Hi claire,

We have now discussed this issue as fully as we can with the operator.

The short story is that Virgin Games will not discuss any player complaints with this service. Instead they wish us to forward on complaints against them to their chosen UKGC appointed ADR eCOGRA. While the operator is within their rights to choose to only work with their chosen ADR, the UKGC's intention for the system was for operators to work with any ADR the player approached as evidenced within http://live-gamblecom.cloud.contensis.com/PDF/Complaints-processes-in-the-gambling-industry.pdf sections 5.5 and 5.7. This has been directly pointed out to the operator who chose to offer no further response.

I'm sorry we can't be of further help and I would suggest you should contact eCOGRA at this stage.

ThePOGG

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