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Virgin - Irresponsible gambling


Declined - Complaints related to whether UK players should have been prevented from accessing gambling services are reserved to the management of the UKGC.

Read our Virgin Bet Review.

Player's Complaint

I'd recently finished a Gamstop Exclusion and decided I'd open a betting account for my weekend football fix and set a deposit limit. I tried to sign up for Hollywood bet for a promotion and they instantly emailed me after registering that due to a previous gamstop Exclusion they had closed my account to prevent any possible harm... that's when I found livescore bet they allowed me to sign up and bet freely but I set a deposit limit. A few weeks later deposit limit reached I signed up for virgin bet not knowing that they was the same company I was allowed to register and set a different deposit limit to livescore bet eventually over a 6 month period I was allowed to deposit £3000.

In that Time I was able to regularly change my deposit limits on both accounts to suit my needs of addiction. I was placing bets of £100 stake never once questioned

I was able to close my livescore bet account during a conversation on live chat and still able to gamble with virgin bet, I was then able to re open my live score bet account and gamble Instantly with no 24 hour cool off period

I've raised complaints with both virgin bet and livescore bet but only virgin bet have replied and say there replying on behalf of both virgin and livescore

Regarding me closing my account they have explained that my account was only closed temporarily when I spoke to them on live chat as I never asked them to self exclude.

[EDIT] a director at virging has replied also stating they tried to phone me regarding safe gambling tools but I did not answer so they emailed me asking me to contact them to discuss.. I've looked for this email and it doesn't exist I've asked them to forward the email originally sent and they are refusing. Also this was when I first opened my account surely if I didn't answer the phone or respond to there non existence email they would of temporarily closed my account whilst waiting for a reply ? Not just let me carry on gambling freely ?

The told me to contact there ADR who told me it's not something they deal with.

× I'm just confused how a 2 different sites are connected they say there not but the other emails back on there behalf

× claim to contact me through phone and email about safe gambling and just let me freely gamble as I didn't respond

× when I asked to close my account on live chat surely they should of promoted safe gambling by offering me options like self exclusions etc

Read the casino review

1 Responses

User icon
June 24, 2022

Hi avfc86 - welcome to!

Unfortunately there is nothing we can do to help you in this instance. The UKGC reserve management of this type of complaint issue to their own team. All we could do is suggest you contact the regulator.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 15k gambling operator websites for between 24 hours and 5 years.

Sorry we could not be of more help!


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avfc86 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Virgin
  • Gibraltar Gambling Commission
  • United Kingdom Gambling Commission

June 23, 2022

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