Congratulations on your win, 6 month ban!

[RedPhantom1982]

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. 

 

Edited October 23, 2020 by RedPhantom1982
full name omitted, chat log font change & Typo corrections.

[Blackjax]

On a scale of 1 to 10 how drunk were you when this chat happened.

[cocopop3011]

So I'll answer as if this was me - 

In regards to the money being withdrawn to the bank account instead of the card, I wouldn't have an issue with it. Yes the timescale is longer but not the end of the world in the grand scheme of things. 

In regards to the questions - if I'm being completely honest I probabbly would have just answered them again, it would have been much quicker and hassle free than getting on to the UKGC

In regards to the 6 months ban, I'd say see ya later, make sure I had my withdrawal and just request a full closure of my account. 

Question though - There was no discussion in the chat about your bank details? Do they have these from another occasion then? Just thinking how they can issue the withdrawal to the bank if you never gave them the details, or have you?

[RedPhantom1982]

2 minutes ago, Blackjax said:

On a scale of 1 to 10 how drunk were you when this chat happened.

I've told you before, I'm using a mobile device and if typos have no time for correcting as they will deem my non responses as justification to leave chat. 

If all your going to do is troll me around to comment non relevant idioc quips that only you can seem to find amusing, amuse yourself somewhere that isn't here. TTFN

[RedPhantom1982]

6 minutes ago, cocopop3011 said:

So I'll answer as if this was me - 

In regards to the money being withdrawn to the bank account instead of the card, I wouldn't have an issue with it. Yes the timescale is longer but not the end of the world in the grand scheme of things. 

In regards to the questions - if I'm being completely honest I probabbly would have just answered them again, it would have been much quicker and hassle free than getting on to the UKGC

In regards to the 6 months ban, I'd say see ya later, make sure I had my withdrawal and just request a full closure of my account. 

Question though - There was no discussion in the chat about your bank details? Do they have these from another occasion then? Just thinking how they can issue the withdrawal to the bank if you never gave them the details, or have you?

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

[cocopop3011]

3 minutes ago, RedPhantom1982 said:

I've told you before, I'm using a mobile device and if typos have no time for correcting as they will deem my non responses as justification to leave chat. 

If all your going to do is troll me around to comment non relevant idioc quips that only you can seem to find amusing, amuse yourself somewhere that isn't here. TTFN

Relax, it was said in jest. I think he meant it as a joke, to lighten the mood. 

[cocopop3011]

1 minute ago, RedPhantom1982 said:

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

Aha! Okay! Well that’s good news then. But I suppose you have no way of contacting them now. 
 

How long have you waited for the withdrawal? 
 

Are you concerned about the actual ban or do you just want your withdrawal? 

[Blackjax]

BTW aren't you the same guy who wanted to shut down genesis casino until last week. 

I have seen your last topic and you come across as a my way or a high way guy.

Even your last topic was just like this. You pick up on a casino and want to shut it down. You want to take every casino to UKGC and shut them down. 

Just like cocopop said no problem in answering questions for security.

 They ask you dob address last deposit even if you want to ask about withdrawal time to process. 

You could have handled it better. 

As far as drunk thing is concerned people are a little pissed and run out of patience when they are drunk. 

Gambling + alcohol not a good cocktail. That is why I asked. 

I ll take your leave Sir.

[RedPhantom1982]

1 minute ago, cocopop3011 said:

Aha! Okay! Well that’s good news then. But I suppose you have no way of contacting them now. 
 

How long have you waited for the withdrawal? 
 

Are you concerned about the actual ban or do you just want your withdrawal? 

Requested it this afternoon, so I'm not implying I suspect they are withholding it. It is, however, inconvenient not being able to log in and check status. I don't have reason to believe they have done anything other than processed it, but I can't know that. After all as chat shows, Marc said it would be absolutely fine to return later stage and answer them, whereupon they would reactivate it. Now they have ammended this from no problem at all to 6 month ban. 

[RedPhantom1982]

23 minutes ago, RedPhantom1982 said:

In regards to the 6 months ban, I'd say see ya later, make sure I had my withdrawal and just request a full closure of my account. 

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. 

[pinnit2015]

If it's the stock questions of: are you comfortable with your gambling, are you in control etc - don't really see the biggie of answering them again (on the flip, I don't really see the point in asking them as well): doesn't seem that big an issue compared to somewhere like casumo where they'll only release your money if you supply them with  P60 etc. Personally, i wouldn't have gotten too excited about what they ask and, in their defence, when it comes to RG etc they are obligated to continually assess per their RG code.

As for them saying they're closing - I don't see a problem with this: same as Slotmillion telling me if i didn't give them payslips they'd shut my account down: just said to them 'gotta do what you gotta do then' - casino's will have, esp re RG now, policies around this and should players not give them what they deem (and yes, some of it's unreasonable IMO) then perfectly within their rights to close  - I don't have a problem with that unless things like w/d's are being held to ransom as part of this. 

[RedPhantom1982]

6 hours ago, pinnit2015 said:

If it's the stock questions of: are you comfortable with your gambling, are you in control etc - don't really see the biggie of answering them again (on the flip, I don't really see the point in asking them as well): doesn't seem that big an issue compared to somewhere like Casumo where they'll only release your money if you supply them with  P60 etc. Personally, i wouldn't have gotten too excited about what they ask and, in their defence, when it comes to RG etc they are obligated to continually assess per their RG code.

As for them saying they're closing - I don't see a problem with this: same as Slotmillion telling me if i didn't give them payslips they'd shut my account down: just said to them 'gotta do what you gotta do then' - casino's will have, esp re RG now, policies around this and should players not give them what they deem (and yes, some of it's unreasonable IMO) then perfectly within their rights to close  - I don't have a problem with that unless things like w/d's are being held to ransom as part of this. 

OK the reason I would not answer their questions is because the following is the case. 

I have, in the past 12 months, not played there and my acct with them has been closed. I recently, not more than 2 weeks ago, emailed them and asked them to reopen my previous acct which they did. In th two weeks I have had the acct active with them, and I've just checked my online banking to confirm this, I have deposited a grand total of: £70. Four by debit card, one via paysafe. 

Now please tell me if this sounds reason to justify being asked if I am in control of my gamblimg and comfortable with my deposit and play level. I don't believe for a second there is any genuine concern they have over my 70GBP spend since reactivating my acct and more about the fact that my withdrawals in this time are much higher in amount than my deposits. 

How anyone can justify saying they need to ask me based on £70 over two weeks deposits deposits if I can control my own gambling is absolutely ridiculous.

That is why I refused to answer the questions, because I don't believe they have any reason whatsoever to ask me them based on my depositing amount and frequency. 

[RedPhantom1982]

And Casumo don't only release money if you supply them a p60 at all. I played there about 3 weeks back and requested several withdrawals and despite my offering them ID, they replied that at that point, none were required and that if ID or documentation were required, they would be in touch. 

Never heard from them and my w/d's went through without an issue, one of which is seen below. 

Edited October 24, 2020 by RedPhantom1982
Add scree shot.

[pinnit2015]

10 hours ago, RedPhantom1982 said:

And Casumo don't only release money if you supply them a p60 at all. I played there about 3 weeks back and requested several withdrawals and despite my offering them ID, they replied that at that point, none were required and that if ID or documentation were required, they would be in touch. 

Never heard from them and my w/d's went through without an issue, one of which is seen below. 

Oh for the love of God.

P60 & SOW etc requirements

Loads of people have had the same issue with casumo re SOW: you obviously haven't been. They withhold the withdrawal until you supply them with financial information.

Point being, something like that is something to get ar@sey with, not being asked a few stock questions. No ones trying to justify anything - you really just like fighting with casinos and making mountains out of molehills it seems. 

It's their business, they can ask you whatever they want. 

[RedPhantom1982]

5 hours ago, pinnit2015 said:

Loads of people have had the same issue with Casumo re SOW: you obviously haven't been. They withhold the withdrawal until you supply them with financial information.

Yes but they don't though. If, as you say, Loads of people have had the same issue, then you may speak on behalf of these loads of people to tell me all of them have had that issue with Casumo, but I cant speak on behalf of The Planet, only on behalf of myself and I made withdrawals there and never got asked for any documents, financial or otherwise. 

And thank you for deciding on my behalf what l should or should not get pi**y about but, no offence, I think I'll decide myself what I do or do not think is fair and just. 

And whats God got to do with Casumo? He their new CEO? 

[RedPhantom1982]

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.) 

Edited October 30, 2020 by RedPhantom1982
typo correction

[cocopop3011]

1 hour ago, RedPhantom1982 said:

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.) 

Thanks for keeping us posted! 

[RedPhantom1982]

On 10/23/2020 at 9:02 PM, Blackjax said:

BTW aren't you the same guy who wanted to shut down genesis casino until last week. 

I have seen your last topic and you come across as a my way or a high way guy.

Even your last topic was just like this. You pick up on a casino and want to shut it down. You want to take every casino to UKGC and shut them down. 

Just like cocopop said no problem in answering questions for security.

 They ask you dob address last deposit even if you want to ask about withdrawal time to process. 

You could have handled it better. 

As far as drunk thing is concerned people are a little pissed and run out of patience when they are drunk. 

Gambling + alcohol not a good cocktail. That is why I asked. 

I ll take your leave Sir.

As for your opening question there B, I can't comment on, nor claim any credit for, taking down Genesis Group personally, especially in single week. If, however, your referring to a dispute I have with the Group that is ongoing, then yes, I am. 

 

This week, without going into any detail because it is an ongoing dispute, I can tell you the ADR emailed to say the case is now with their Adjudication Panel.

I'll let you know the outcome as and when it's given. 

[RedPhantom1982]

On 10/30/2020 at 6:40 PM, cocopop3011 said:

Thanks for keeping us posted! 

More than welcome Coco. 

[catapultaudio]

On 10/23/2020 at 8:53 PM, RedPhantom1982 said:

I've told you before, I'm using a mobile device and if typos have no time for correcting as they will deem my non responses as justification to leave chat. 

If all your going to do is troll me around to comment non relevant idioc quips that only you can seem to find amusing, amuse yourself somewhere that isn't here. TTFN

Its this exact attitude that resulted in your ban. The support staff probably don't know what device you are using... they HAVE to ask you these questions, and they HAVE to follow company procedure if you refuse. If its the same questions every time you can easily copy the whole block of text and just paste it in each time if it really is that dumb.

Don't get me wrong, the support staff could also have made a bigger effort to help you without resulting in a ban - you stated that your answers were the same as last time, and I think that covers their requirement to receive an answer from you. They could possibly have recalled your previous answers, pasted them on the screen, and asked you to confirm each of the answers... 

 

I'd agree with the first poster... how drunk were you when you had that chat!! Don't you think all this could have been avoided if you had only just cut the guy some more slack? I'm glad you received your payment, and seriously hope that this BS doesn't spread to ALL of the UK facing casinos... the UKGC are seriously annoying at this po

[RedPhantom1982]

"Its this exact attitude that resulted in your ban."

Is it? You were there when decision was made I assume. Or is this just you speculating then giving your opinion on an issue u know nothing about. I'll mind my attitude, you mind your business. 

"I'd agree with the first poster... " 

Do you? There's nice. Personally, I couldn't care who you agree with nor why you feel the need to say.

"They could possibly have recalled your previous answers, pasted them on the screen, and asked you to confirm each of the answers..."

Again, wrong. I told them I had answered the questions in the previous 7 to 10 days and my answers remain the same. He then said I must answer them on threat of acct suspension.

The agent then closed my acct, told me if I changed my mind all I have to do is go bk to chat, answer them at a time I feel I want to and then, he said, my acct would be reactivated immediately. Went bk next day to answer questions and was told a bar was on the acct for 6 months so they could not reopen it. 

If your going to tell me my attitude is all wrong and I should never stand on my principles but rather just do as I'm told when I do not believe that they have a legit reason to do what they tell me I must, then I'm going to refuse every time.

If you'd be okay with having to answer a series of questions as to satisfy them that you are not an out of control hopelessly addicted gambler, and do so every 7 days or so, that's up to you. I will not, which is why I haven't bothered to challenge the ban cause its good riddance to bad policy.