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Virgin - not received my winnings

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

Virgin games I recieved 21 complimentary spins won £88.15 pence withdrew the 88 pound and have never got it I supplied bank statement to prove not got it they said it had been returned to them so gave it me back to my online casino account I did withdrawal again and still not got it the second time round telling me it takes from 24 hour to 2to3 days to clear it's not cleared so telling me I have to wait ten working days in case of delay I spoke to bank no payment received what so ever so I want it sorting or I'm taking it further if already been to trading standards so can someone please contact me about this [EDIT]

Read the casino review

2 Responses

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ThePOGG
May 15, 2017

Hi Loulou79 - welcome to ThePOGG.com and sorry for the delay processing your complaint!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
ThePOGG
June 12, 2017

Hi Loulou79,

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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Loulou79 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:

May 15, 2017

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