Virgin Bet - failed limits

Ruling

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

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Player's Complaint

Virgin bet failed to keep me save with a limit I agreed with a advisor of £1000. I was able to lose £6400, which I deposited and lost on the 25th and virgin bet are saying they are not to blame. I’m angry that virgin bet are thinking it’s acceptable to not take responsibility for their system failures and I would like them to put it right.

As far as I’m concerned, and what the advisors led me to believe when setting a limit regardless of previous winnings which they specified as an excuse, a maximum amount of what the limit requested should not be exceeded. After all, there literature does not make this clear and the advisor hadn’t clearly mentioned anything like that when set on the 17th may and a advisor asked me to confirm my limit on the 24th of may which I confirmed with them to be a £1000 I don’t see how that had changed and the advisor not making me aware it had changed and the winnings had been added on to my limit according to there response.

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