Review Time
Wont be playing again. The slots are totally rigged. Usually you play, and there is a pattern of wins and a losses. Any player who has enrolled in online casinos will know what Im talking about. When you keep adding funds over a certain period of time, yet see zero gains to deposit or during play to continue what you waged, and across multiple games, then there is a conflicting issue. I understand the random generation system, however, Looking at the reviews and my own experience, then this must be an ongoing problem. I suppose you can fudge the numbers and reward “people you know” high payouts, who knows. How can so many members be wrong, and from my own experience, I would rather stay away, and suggest many do their research before signing up!
I reported an issue to VirginGames via their Live Chat. I had noticed that for each 10p spin I was playing on any online slot game that 20p was being taken from my account. When I looked at my transaction history, I saw that for each bet I had placed, there was an additional transaction, labelled "Jackpot Blast", taking 10p from my account balance. Fortunately, I had noticed this quite quickly and only a small number of such transactions had taken place.The support agent explained that they are currently running a promotion called "Jackpot Blast". Once a user has opted into this, every wager they place on any slot for any amount, will place an additional 10p bet giving the user a chance of winning one of 4 jackpots. I am familiar with such promotions and had even recently opted into one for a gaming session on another casino outside of the VirginGames group of casinos. I informed the agent that I had not opted into the promotion; I had not even been aware that the promotion was running at all. I had not noticed the additional line at the bottom of the slot game window that showed the opt-in status for the promotion until the agent drew my attention to it, but I could see that there was a slider control for opting into the promotion and that it was set to "on". The agent said that opting was manual and would have resulted in a pop-up window confirming that I had opted in. I reiterated to the agent that I had not opted in and that I had not received any pop-up window saying that I had opted in. I checked my account history and could see that there had been no Jackpot Blast transactions aded to my account for any gaming transactions prior to the current session.I explained that I was NOT asking for any reimbursement for the small number of transactions that had already been added, but that I wanted to ensure that the promotion would not get unintentionally switched on again in the future , so I asked whether it might have been switched on my a keystroke, or if it was a setting that might persist across different casinos within the VirginGames group/network.The agent insisted that it could only be done manually by switching the slider control to "on" and that a pop-up window would always appear to show that the opt-in status had changed. He would not entertain the idea that there could possibly be a technical problem with the website; from his perspective this could only be user error.It was clear that I was unable to get any further regarding the matter, so I ended the chat. A few hours later, I received an email from VirginGames customer support saying that if I had not switched on the Jackpot Blast promotion, then the only explanation would be that my account had been compromised and that some third party had gained access to my log-in credentials, logged into my account and switched on the Jackpot Blast promotion. They had therefore closed my account in the interests of account security.I replied to this email, saying that their response made no sense. The circumstances do not point to there having been unauthorised access to my account and, even if they did so, a more typical response would be to force the user to change their password, rather than to close the account entirely. Since no previous gaming transactions had been impacted, I would expect that their records would clearly show that the opt in had occurred during the gaming session during which I reported the issue and, if that were the case, it would demonstrate that the opt-in had not occurred during an unauthorised access of my account. I also requested that they provide details of the most recent log-in sessions, which would me either to confirm that I had logged in at those times or whether there had indeed been unauthorised access to my account. VirginGames responded and confirmed that the Opt-in had occurred during the same log-in session from which I had reported the issue, thereby proving that there had not been any unauthorised access to my account, which had been their rationale for closing my account. However, they said that they would only reinstate access to my account if I accepted responsibility for having opted into the promotion.I know that I did not do this and I know that I did not receive any pop-up window confirming that I had opted in, so I cannot in good conscience "confess" that I made the whole thing up.I have had an account with VirginGames for over 10 years, although I do not use it frequently these days. During that time, I have encountered technical issues with their casino: no system is perfect and I expect to find the occasional issue. However, it is simply outrageous that VirginGames, rather than consider that this might possibly have been caused by a technical issue/bug, instead insist that I formally state in writing that I did not experience this problem.
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