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Virgin - Casino voided some of my winnings

Ruling

Found for the Casino - The player engaged in a wagering pattern that is directly and clearly prohibited by terms and conditions.

Read our Virgin Casino Review.

Player's Complaint

Hi ThePogg Team, I am reaching out to you because I have the following issue. I signed up to Virgin Casino a few days ago and deposited 100 GBP. I was by default entitled to 200% bonus. Once I completed the sign up process, I started playing blackjack and made 4 winning hands. I stopped playing for a little and then logged back in later and tried to withdraw money but I wasn't able to as I found out I had to complete rollover requirements. I checked the terms and conditions of the bonus and decided to buy bingo tickets so that I can make sure my money is wagered and I can freely operate with it. I completed the rollover and then I decided to withdraw 1000 out of my 3500 and left 2500 so that I can play later with it. On the next day , I received email from Virgin that my winnings will be voided as I have breached the terms and condition (note: I am positive I have not breached any T&Cs). My initial withdrawal request of 1000 was successfully paid to my account but the rest of my winnings were taken away. Would you please be so kind and escalate this issue as I find it not fair for massive casinos such as Virgin to do that.

Please see below my email used(as well as name and password) to sign into the virgin casino website

email: [EDIT]

Please let me know if I can provide any other information.

Thanks,

[EDIT]

Read the casino review

5 Responses

User icon
ThePOGG
June 9, 2016

Hi Olgichkaz2 - welcome to ThePOGG.com!

Before I go any further I need to ask what size of bets you were placing on Blackjack? And what size of bets you subsequently played on Bingo?

Having had a quick look at the Virgin Casino bonus I can see that it's 200% up to £200, giving you a starting balance of £300. To get from £300 to £3500 in a small number of bets would likely require you to bet close to your entire balance. My concern would be the below term:

"7. Bonus abuse: Bonuses are provided for game enjoyment and free play to reward our valued members. We have a zero tolerance policy towards bonus abuse, fraud, taking unfair advantage of us or other members and/or other suspicious activity, and we reserve the right to block and remove bonuses, associated winnings and/or deposits from member accounts that we suspect, at our sole direction, are involved in such activities or behaviours. Evidence of involvement in such activities or behaviours may include, but is not limited to the following:

(b) using a bonus to place high risk wager(s) to reach a large playable balance in relation to an initial playable balance, followed by a series of low risk wagers to complete bonus wagering requirements;"

If you've been betting a significant portion of your balance on Blackjack and after a significant win and reduced your bets to a stake that does not show a reasonably equivalent level of risk on Bingo I'm afraid you're in violation of the above term.

If you can provide the above requested information I'll review your case.

Thanks,

ThePOGG

User icon
Olgichkaz2
June 9, 2016

Hi Team, thank you for your elaborate response. I agree I played blackjack at a high risk levels such as betting almost my whole stake. Also, for the Bingo I have also tried to buy the maximum possible tickets and I have focused my bets on the highest risk(lowest chance to win) Bingo games such as buy tickets for 10 GBP and play for Bingo 1700 GBP. I consider these Bingo bets as much riskier than the Blackjack, offering even better return. If I were allowed to buy more tickets for Bingo games with higher winnings then I would have certainly done it.

Thanks again for your understanding and cooperation.

Regards

User icon
ThePOGG
June 10, 2016

Hi Olgichkaz2,

While I'd agree that there's far greater volatility in Bingo than there is in Blackjack, playing Bingo for £10/ticket is nowhere near as risky as betting close to your entire balance on one hand of Blackjack. I'd take a guess that at some point you've been betting £1k or more per hand on the Blackjack table to get to that total of £3.5k - while Bingo is significantly more volatile, it's not arguable that those bets are equivalent or even nearly so to bets of £10 on Bingo.

ThePOGG

User icon
Olgichkaz2
June 10, 2016

Hi Team, the reason I moved to bingo is because I wanted to make sure my rollover is complete and I don't need to bother about breaching any T&Cs. I was planning to bet a lot more on Blackjack after I attempted to log in on the next day but my money was already taken from my account. I am not sure why the took my winning after me playing Bingo. If they didn't want me to play bingo then they should have said it and I could have played any other card game. I am a risky played and would have kept on playing Blackjack with high bets in the future. To me, taking my winnings after playing risky Blackjack and then moving on to Bingo does not make much sense. Why didn't they give me more time to see how I play?

I hope you can assist.

Thanks,

Olga

User icon
ThePOGG
June 10, 2016

Hi Olgichkaz2,

Unfortunately the reason you broke the rules is not relevant to the issue. They clearly prohibit

"(b) using a bonus to place high risk wager(s) to reach a large playable balance in relation to an initial playable balance,"

which is what you've done when placing huge bets on Blackjack and

"followed by a series of low risk wagers to complete bonus wagering requirements"

which is what exactly what you did when you dropped your bets and switched to a very high contribution game.

Allowing you to play more wouldn't change the fact that you've already broken the rules.

You agreed to these terms at the time you accepted the bonus. As such you agreed not to participate in exactly the strategy you've used. There is no ground to argue for the return of your funds here.

Sorry,

ThePOGG

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June 9, 2016

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