RedPhantom1982

Yes, sorry I had updated the complaint here but not this thread. 
So, despite then telling me first that the cancelled card had £4.00, then £0.04p, then no funds at all despite my constanty showing them evidence of the balance, I finally, after around 2 week of being told none were available, got to speak with a manager. (And no I was not demanding a manager because I think I'm entitled, I was told by several agents that managers are the only staff that can resolve this by transferring card balances.) 
The on shift manger, Melissa, confirmed that the balance was what I said on old card, and she proceeded to do a card unload, which is self explanatory, and the forwarded / sent the balance to my debit card on the acct. which credited a few days ago. 
So yeah, long story short, it has, after much concern and confusion, been resolved and refunded. 

Thanks for keeping us posted! 

Just a quick update to say that, while I continue to disagree with VG decision to issue a ban, and their reasoning as to why, I nonetheless wish to be fair to VG and say that on Wedneaday this week, the full amount was paid into the bank. 
 
I have criticised them on other points that I disagree with so, in turn, its only right to offer a positive bit of feedback and thank them for at least giving me what I won (where some others would not)  and I did enjoy their games and site and from my side, I regret it has to end in a negative manner However, I can do nothing about that. Its their casino and therefore, their decision.
 
Thank you to all for your feedback and thoughs, all except Mr / Miss Blackjack up there until you can reply on topic. (Thats said with tongue in cheek, Mr Sarcasm.) 

Not only does that sound like very good advice, I think that's exactly what I shall do.
Take your other points onboard, too. Replying with honesty, or as you may have handled the various points of contention, it really is very much appreciated. 

Yes I added my bank details long time ago for a withdrawal. I've never used that method to deposit with. 

I Won 100GBP, went on chat to ask about method issue I did not understand, then this happened...
Please note, I have not altered, added to or taken from, the following chat log. It is 'As is' when it was live. I fully not just give consent to seek a copy from virgin games to Compare for Authenticity, I will fwd the email it came attached to if requested.
 
"On Friday, 23 October 2020 Chat Transcript <[email protected]> wrote:
Chat Transcript with Alex
Chat started on 23 Oct 2020, 02:09 PM (GMT+0)
(02:09:07)    *** Alex joined the chat ***
(02:09:07)    Alex: Hi ive made all deposits with debit card all except one,the mot recent of £10 made via paysafecard and you've not given me an option to w/d to debit card which I've used recently to deposit with, and allowed bank transfer method only as w/d option wjsm. I have not used that method to deposit with?
(02:09:09)    Customer Support: We are just searching for an available agent and we’ll be with you as soon as we can. Thank you for your patience.
(02:09:11)    *** Marc B joined the chat ***
(02:09:20)    Marc B: Good afternoon Alex.
(02:09:46)    Marc B: For security, please may I take your full name, the month of your date of birth and the amount of your last attempted deposit on site?
(02:09:55)    Alex: further are you not supposed to withdraw back to depositing methods only?
(02:10:05)    Alex: Alex ****
(02:10:21)    Alex: May
(02:10:27)    Alex: £10
(02:10:49)    Marc B: Thank you very much for passing security with me Alex.
(02:10:58)    Alex: 👍👍
(02:11:01)    Marc B: I will be more than happy to take a look at this with you.
(02:11:09)    Alex: ty
(02:11:48)    Alex: then debit card is linked o the same bank acct anyway
(02:12:18)    Marc B: In regards to withdrawing, you are right, you can only withdraw to your most recent deposit method but if you deposit using either PayPal or Paysafe, it will automatically ask you to withdraw to your bank.
(02:13:12)    Alex: why? I've got a perfectly good working experience and recently used debit card on acct.
(02:13:43)    Alex: 1-4 days by bank mate vs 1-4 hours by dbt crd
(02:14:28)    Alex: could you change it to whdrw by dbt CD?
(02:14:42)    Marc B: First of all, I've just seen your withdrawal and congratulations, what a lovely win that is!
(02:15:07)    Marc B: I'm afraid that is nothing we can do to change the withdrawal method especially when it's already been requested.
(02:15:07)    Alex: thank you, I agree, it was
(02:15:28)    Marc B: Could I just ask you a few questions in regards to your recent play please Alex, I will just need to note your account a moment.
(02:16:50)    Alex: if its in regard to my level of comfort to what I am playing Marc, n.
(02:17:35)    Alex: been over all that before so I'm not asnfering these quest. again
(02:18:16)    Marc B: I understand that you have been asked them before but peoples situations do change so we will have to close the account if you're not prepared to answer the questions.
(02:19:17)    Alex: Marc, the answer is no. All is exactly as if was in previous Answers
(02:20:14)    Alex: dont start all this Marc....
(02:20:24)    Marc B: I understand but I can not go against company policy or the gambling commission regulations. We have to ask them and if not, we must close the account. We must ask the question and see an answer. It is only a few questions and only takes a couple of minutes.
(02:22:01)    Alex: in that case Marc, allow me to consult with UKGC asking them to clarify the claim u just madr, then I'll answer
(02:22:22)    Alex: OK?
(02:23:05)    Marc B: That's fine, if we feel that there are any concerns we must clarify with you to ensure your safety on site. Would you like to contact us back once you've spoken to them?
(02:24:16)    Alex: I will email them then based on what they advise, I'll return and act accordingly.
(02:25:27)    Marc B: Thank you very much Alex. Is there anything else I can help you with in the meantime?
(02:25:34)    Alex: this clearly will not affect my ability to dep And play and withdraw Iust assume,
(02:25:46)    Alex: no
(02:26:39)    Marc B: It will not effect your withdrawal at all, you will still receive it within the timescales. In regards to deposits and playing, yes, the account is closed until you contact us back.
(02:27:22)    Alex: to clarify, I have a cash bal Marc...
(02:27:50)    Alex: your taking away my access to it becausr?a
(02:27:50)    Marc B: Yes, you currently have £7.47 on your account. Would you like me to manually withdraw this for you Alex?
(02:28:33)    Alex: I won't answer quest I have already given u!?
(02:29:35)    Alex: this is fair and good practise? Marc, my cssh bal...
(02:29:51)    Alex: send it bk to dbt and card
(02:29:51)    Marc B: I understand that it may be frustrating but we have to ask these questions when ever we feel the need. It's even more of a concern for us when you're unprepared to answer them, thus, why we have to close the account.
(02:30:18)    Marc B: As I've explained, we can't change the withdrawal method. This will also apply to the funds currently in your balance.
(02:30:26)    Alex: I've answered them Marc, records show that
(02:31:47)    Alex: so my money I deposited your stealing untul I agree to your fee demands
(02:31:56)    Marc B: Those are past records, these are present. To clarify what our processes are Alex and there is nothing I can do to change them. If we feel we need to ask these questions, we must ask them no matter what, if they are not answered, we must close the account.
(02:32:17)    Marc B: In regards to "Stealing" your funds, I've asked if you would like me to manually withdraw them for you. Would you like me to do that now?
(02:32:32)    Alex: that's enough said, I'm going to UKGc sinse u reference them
(02:32:45)    Alex: goodbye
(02:32:58)    Alex: yes
(02:33:16)    Alex: manually bk to dbt card
(02:34:13)    Marc B: I can't change your payment method I'm afraid Alex. I must withdraw your funds back to your bank account as this is the active method on your account.
(02:34:31)    Alex: then do it to bank
(02:35:16)    Marc B: Not a problem. I will get that done for you right away Alex.
(02:35:22)    Alex: I'm appauled and this is absurdly concerning
(02:35:26)    Alex: ty
(02:35:30)    Alex: bye
(02:35:56)    Marc B: I'm sorry you feel that way Alex but these are the processes that we must follow.
(02:36:00)    Marc B: Is there anything else I can help you with today?
(02:36:32)    *** Alex left the chat ***
End of Chat quote.
I went back to say I will answer the questions because I wish to check withdrwal status and as seen in above chat, was told it would be fine to confirm with UKGC and if they confirm Virgin games statement, I'll answer their questions....again....for second time.
Phoned their 0800 No. to discover, 6 month Ban, zero explanation. I have no idea where my withdrawal is, or even if its been withdrawn. 
I'm asking for the Players and Industry insiders for their opinion on this. Am I justified to be angry and disgusted at the handling of this. 
All Comments Welcome, Good, Bad or Indifferent. 
If i have posted this at an incorrect or inappropriate section I'm happy for a mod to move it to where they deem applicable. 
 
Thank you all in Advance. 
Red.