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Virgin games - would not pay my withdrawals and closed my account


Found for the Casino - As the player has openly stated that they broke the bonus terms and conditions when playing, there's nothing we can do to help them.

Read our Virgin Casino Review.

Player's Complaint


Casino: Virgin games

my username: [EDIT]

my email: [EDIT]

I opened only one account with Virgin games and deposited 100 pounds and got their welcome bonus of 200 pounds. I played few rounds of blackjack and baccarat which they did not forbid on their terms and conditions when i made my deposit. I won then did the wagering requirement on bingo 10 pounds a round which they recommended to me and even told me i can buy a bulk in advance without a problem (conversation below). I also played some slots 5 pounds a spin. I made a withdrawal request and they refused to pay listing some reasons in their favour just not to pay me. They blocked my winnings and my account.

Conversation i had with them:

[VIRGIN REP]: Hi, my name is [VIRGIN REP]. How may I help you?

[PLAYER]: hello

[PLAYER]: i would like to know if it's fine to purchase bingo tickets in a bulk in advance please?

[VIRGIN REP]: Hello [PLAYER] I can certainly look into the matter for you. For security, please may I take the month of your date of birth and the amount of your last deposit on site?

[PLAYER]: Aprl

[PLAYER]: 100pounds

[VIRGIN REP]: Thank you for answering those questions. Please bear with me for a couple of minutes whilst I check your account.

[PLAYER]: thanks

[VIRGIN REP]: Thank you, I'll be as quick as possible.

[VIRGIN REP]: Thanks for holding, you may indeed bulk buy in advance to meet the wagering requirement you have on your account there [PLAYER].

[VIRGIN REP]: Is there anything else I can help you with this afternoon?

[PLAYER]: alright thank you. So its fine

[VIRGIN REP]: That is correct [PLAYER].

Email they sent me:

Response By Email ([EDIT]) (02/11/2015 10:10)

Dear [EDIT]

We are contacting you in regards to your Virgin Games account with the username [EDIT].

During a routine security review of your account, noticed that your wagering activity is in breach of the Virgin Games Terms and Conditions:

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 and we reserve the right to block and remove bonuses and associated winnings from member accounts that we suspect, at our sole direction, are involved in bonus abuse. Evidence of bonus abuse may include, but is not limited to the following behaviours, or attempted behaviours:

a) Using multiple member accounts to claim a bonus more than once;

b) Using a bonus to place a wager or series of wagers that are each a high proportion of a playable balance, followed by a series of small wagers to complete bonus wagering requirements at low risk;

c) Using a bonus to place a series of wagers of which a high proportion of single wagers are more than £10 on slots or more than £40 on table games; and/or

d) Intentionally depleting a playable bonus balance to expire the bonus, after which collecting winnings from advance bought bingo tickets, or pending slot bonus round(s).

In light of this, your account has been deactivated and the winnings have been made void.

Please note on this occasion we have returned your deposit, however on any future accounts all funds will be voided.

Thank you for your understanding and cooperation on this matter.

With kind regards,

Virgin Games Gaming Finance

Read the casino review

2 Responses

User icon
November 5, 2015

Hi steltj11 - welcome to!

Before I go any further with this issue I need to ask you how much you were betting when playing Blackjack and Baccarat?



User icon
November 5, 2015

Hi steltj11 - thanks for your email.

I'm afraid to say that if you bet £300 on a hand of Blackjack there's nothing we can do to help you. You HAVE broken the bonus terms and conditions.

Section 7. c. of the terms that were sent to you clearly prohibits placing bets of more than on table games and 7. b. clearly prohibits placing wagers made up of the majority of the playable balance (in this case the entire balance) followed by significant reductions in bet size.

While I understand this may be frustrating, whenever you accept a bonus you HAVE to ensure that you've read ALL the terms associated with the bonus.

I'm sorry we couldn't be of more help.


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steltj11 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:

November 5, 2015

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