I deposited funds into my Virtual Casino account on in June. I was firtunate enough to make a small winning after meeting ALL cashout requirements. I was told by Virtual Casino to fax them the appropriate paperwork, and they should have the funds to me in about 1-2 weeks. Well it's been nearly 5 months and NO MONEY to date. I had requested the withdrawal of the winnings to be sent to me via Overnight Carrier to my address on file. Virtual decided to send it to my old, closed ODF account instead of my requested withdrawal method.
I told Virtual 4 times in the past year and a half to remove my ODF account from my Virtual account since I personally closed this account a year and a half ago! NOT one person contacted me regarding chaning the withdrawal method or when to expect the funds. After a month and a half and no money I proceeded to call virtual and inquire where my winnings were.
I was told that they were sent to my ODF account even though it has been closed for over a year and a half. I explained that this is no longer a valid account saince I closed it a year and a half ago, and therefore have no access or privilege to this account to retrieve the winnings. They stated then why did you use this card to fund your virtual account. My response was of course I did NOT use ODF to fund my Virtual acount I used my Mastercard.
The rep argued with me for 15 minutes stating that I used my ODF account then after checking further noticed that I had indeed been telling the truth and used my Matercard to fund my Virtual account. The rep never appologized but stated it would be done within the next 2-3 days. After another 2-3 days, then another week, then another month and no funds I proceeded to contact Virtual again and was told that they had not recieved the funds back from ODF yet, but when they do they would ensure it was sent via Overnight Carrier. After a month a halk more the funds were put back into my Virtual Account.
I emailed them 4 times to ensure that this withdrawal was being sent via Overnight Carrier and NOT ODF and called them twice as well. I was told that there is, "No need to continue calling, as we have the correct withdrawal method documented in your account.". Of course when they went to send the winnings they AGAIN SENT IT TO ODF and NOT Overnight Carrier!!!
I called them back immediately and asked what was going on. I explained that this is the second time for the same withdrawal that it was sent to ODF when I stated I wanted Overnight Carrier. I further explained how I even emailed them 4 times and called them twice to ensure it was sent via Overnight Carrier and was assured it would be. She stated AGAIN you used ODF to fund this transaction so it went back to ODF!!! I again reiterated this was funded with my MasterCard and Virtual accidentally sent it the first time when they messed up to my closed ODF account which was suppose to be removed nearly a year and a half ago. It only appears as if it was funed by ODF since ODF refunded the money back to my virtual account since I closed the account over a year and a half ago and Virtual sent the money to them anyway.
The Virtual rep was extremely rude stating she knew that I funded my Virtual account with ODF and NOT MasterCard and I was lying! I asked to speak to the casino pit manager and was told, and I quote, "He will tell you the same thing.". I stated please just transfer me to him anyway. I was then transferred to an alledged manager where I proceeded to explain what transpired. I was told to call back in an hour after he reviewed what happened. I proceeded to call him back as stated, within an hour. He answered and stated to please call him back in another hour, as he did not have the time to review ALL the information yet.
I stated I would, and did call him back a second time an hour later. I kid you not... I was told a third time from the same alledged manager when I called in the third time to call back in another half and hour not an hour this time. I asked why he couldn't call me back, and he stated it was easier this way, umm for who? Not me. I called him back yet again and guess what he was not in. I was told by another employee that his normal time shows him leaving a half hour ago when he told me to call back a half hour later.in other words he told e to call back when he knew he was to be gone.
I explained the situation to this agent and was assured he would forward it to that same person, and expect a call tomorrow. To this day no call was ever recieved or has shown on our caller ID or phone records. Anyway, I proceeded to email and call them for another month before the whole process started the same way again. To this date I still do NOT have 1 penny form my winnings which were and still are approved according to Virtual. They have made every excuse why I haven't recieved my winnings, but no date to when to expect my winnings after 5 MONTHS!
This is the worst of the worst casinos in my opinion. I had won over $400 and still do not have one penny from these winnings. I have spent / lost thousands with them and when I win I can't even get my measly $400. Virtual Casino is a joke. Any advice is appreciated.
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