Comments on: Our Virgin Casino Review

By: chipstack

chipstack — Tue, 07 Apr 2009 08:52:48 +0000

Relations had broken down completely between misscindy and Virgin Casino as the player was convinced he was being scammed. I’ve had our contacts at Virgin look into this case on misscindy’s behalf and it is now resolved.

The £100 initial sign up welcome bonus wasn’t paid to this player for good reason (as we thought and suggested above) – the player had signed up with Virgin Casino in June 2007 and was therefore not a new player and NOT eligible for the £100 welcome bonus.

Virgin Casino did agree that they might have dealt with this case in a more consistent manner (the player was contacted by several customer support staff and not just the one) and have offered him the £100 welcome bonus as a goodwill gesture.

The casino was not at fault in any way but have offered this player £100 anyway. That is going the extra mile in customer service terms and exactly what we would expect from one of our partners!

By: CSI Team

CSI Team — Tue, 31 Mar 2009 08:19:10 +0000

Hmmm – we don’t like to hear this sort of thing. Perhaps you could email us direct, misscindy, with your account id and we will see if your complaint can be resolved.

Non payment of bonuses is THE most common player complaint but unfortunately, there is usually a valid reason for the non payment. You have to read the bonus terms & conditions very carefully before you play at any online casino to avoid misunderstandings.

Thank you for bringing this to our attention.

By: misscindy

misscindy — Mon, 30 Mar 2009 19:21:38 +0000

i found their customer service terrible,compared with other ‘top’casinos,when i complained about a bonus(which i never recieved,so beware)they just kept pointing me to someone else,when,after 8 emails,i said enough is enough,sort it out,they then asked if i could send all previous mails.
nobody is interested or takes resposibility!
i deleted my account by the way,first time ever with any casino.
be careful!

By: CSI Team

CSI Team — Tue, 24 Feb 2009 17:18:48 +0000

Show some self-restraint, Rich! Glad Virgin Casino is working for you!

By: Rich

Rich — Tue, 24 Feb 2009 14:10:39 +0000

Ive been playing here for a few months now… pretty good if you ask me, payouts seem to be spot on, I just wish I didnt keep piling it back in!

By: chipstack

chipstack — Wed, 21 Jan 2009 14:52:09 +0000

Hi Anthony

By all means, give them a call, but Virgin do not have any direct control over the slots payout percentage at their casino. They use WagerWorks proprietary software as do other licencees and are bound by the algorithms built into this software.

You are correct that slots payout percentages do differ from casino to casino but it is the software the casino uses that controls this, not the casino itself.

Virgin Casino will not be able to comment on other casino’s payouts. If you are not happy with the results at Virgin, move on. That’s the beauty of online casinos, you have so many to choose from.

Remember to balance up the slightly lower slots payouts with the overall player experience at Virgin though. If browser-based casinos are your thing, they do this very well and their customer support and speedy payments are worth having, too.

Your grumble doesn’t really come under “Customer Care”. Their customer support staff are there to manage your account in a correct and timely manner and advise on bonus claims etc. They will not have any clue as to their payout percentages relative to other operators in the industry.

If slots are your thing, we suggest you take a look at Spin Palace Casino, a true slots specialist and an outfit we have worked with for years and can vouch for. Have a read through our Spin Palace Casino review and see what you think.

They have a flash, no download version of the casino, too. Wishing you the best of luck and a Happy New Year!

By: anthony vale

anthony vale — Wed, 21 Jan 2009 06:27:36 +0000

i think the payouts on the slots are a lot less than other sites i play and are considering giving them a call to question this,lets see if the customer care is as good as they say