Complaint Review: Virgin Gaming

After my post on here I was able via email to communicate with VG_joe who works for VG and replied to my report.  It took longer than necessary but I was able to get a full refund.  My suggestion would be to post a question on yahoo answers as I did as well to get the attention of VG customer support and/or see if you can contact VG by email requesting to speak to VG_Joe... tell him your situation and maybe he can help you out as he did me.

before joining the website, i read the terms and conditions, so i
knew multiple accounts was not allowed. the psn i use was bought from
someone i know, for dlc (downloadable content) purposes. so to make
extra sure, i messaged the admins of this website, to check if the psn
gamertag had been used in the past, and this is the response I got: http://virgin.zendesk.com/requests/880247

Hey Joey-T-1999,

The gamertag in question is approved, there is no previous user
on the website with that gamertag. Please feel free to go ahead and kick
some a*s and win some games.

Thanks,

Monique

December 08, 2012 20:15

if you check the time and date i had not played a single game or
anything on the website, i wanted to make sure there would be no
problems, from this point i spent around 11 days playing games on
virgin, i deposited several times via paypal, i also withdrew a few
times, it comes to december 19th, and i am suddenly logged out of vg,
and upon trying to log back in, im told my login is blocked, and to
contact support@virgingaming.com.
when i do this, im just fed lie after lie after lie, first they say i
have another 'main account'. then they say ive used a gamertag from
multi accounts??! the only psn gamertag ive used in my time on vg is the
one i checked would be ok to use before i even signed up!!! so how on
earth can they claim that someone else has been using it, when its quite
clear im the only one that has used it. when i point out the fact that
the admins told me to use the psn in question, im just ignored, my
account remains blocked, and my money remains stolen, i refuse to have
my christmas ruined my some scamming website!! please read this in full
and let me know who i can speak to. im going to take this further and
further

Sorry to hear about the trouble you've had using our site. I asked our Support Manager to assist you and he'll work with you to help you navigate around and resolve the issue you're reporting.

While we don't currently offer telephone support, we do offer 24/7 live customer support via our online help ticket system, which I know you've used to request help with your issue.  Our agents will respond to all inquiries, except when multiple tickets are opened for the same issue. We close these duplicates as they slow down our ability to reply to everyone in the queue. We understand that it can be frustrating to wait, but we ask that you be patient while we resolve any issues. Our team is here to help, just give them time to investigate and resolve.

Also, I need to point out that it's completely inaccurate to state that we "prey on minors", as we're very clear that players must be 18+ to have an account on our site. This is something we strictly enforce, and if we discover a minor has an account, that account is deactivated immediately.

The fee you're talking about for withdrawals helps us recover the costs associated with processing payments through PayPal or other third-party payment services (these services charge us fees for using them). It's a standard practice, and some sites hide this fee by taking it directly out of your winnings. We've chosen instead to only charge a flat fee when you make a withdrawal of any amount.

I hope this sheds some light on how things work. Don't hesitate to contact our support team for help in the future, they're always available to assist you.

VG_Joe