Virtual City Casino Fair Play
Fair and Open
Virtual City Casino employs an independently reviewed Random Number Generator. The results of these reviews by independent auditors can be viewed here.
Our Casino software provides full descriptions of each game's rules. You can also view the likelihood of winning each game (payout percentages) in the Casino Games section of our website.
In addition, players can track their wagering and gaming history through PlayCheck and can review and track their banking transactions through Transaction History - both available at any time inside the online casino software. These unique features are unrivalled by land-based casinos. Should any of our players have any further questions or require assistance, we encourage them to contact our Support Center.
Our Terms and Conditions are available to all of our players before, during, and after play, including detailed information about deposit terms and how we protect player funds.
We also offer 24/7 live player support by email, online chat and toll-free phone numbers to assist our customers with getting the answers they need in a timely manner.
e-Commerce and Online Gaming Regulation and Assurance serves as Virtual City Casino’s alternative dispute resolution (ADR) entity, offering independent third-party mediation and dispute resolution services to all of our UK customers.
Complaints Procedure
We pride ourselves on providing an outstanding level of customer service and creating a fair and pleasant environment for our customers. On the very rare occasion that our customers feel aggrieved or are generally unhappy with the entertainment provided or the service they have received, we invite them to follow the below steps to resolve their problems.
Stage 1
The first course of action is to contact our dedicated 24/7 Casino Support team. Our Customer Service professionals are fully trained and highly skilled in being able to resolve customer queries. We are confident that the majority of issues can be amicably resolved at this stage of the process.
Stage 2
If you are not satisfied that your query has been resolved at stage 1, you can ask for the case to be escalated to a solution specialist in the relevant area of the business by sending an email to complaints@crhelpdesk.com.
You will receive an email within 24 hours acknowledging receipt of your complaint and we will endeavour to provide regular updates on the progress of the investigation. As per recent UK Gambling Commission regulations, the maximum timeframe for resolution of complaints can be up to 8 weeks but most issues should be resolved well before this period.
Stage 3
Should the solution provided after the internal escalation still remain unsatisfactory, you can then contact our independent alternative dispute resolution (ADR) service, e-Commerce and Online Gaming Regulation and Assurance. We may then be asked to provide requested details to this arbitrator as necessary. We will always respect a final decision made by our ADR service. Please note that before raising a query with them, you should have already completed the first 2 steps as described above. The contact details are as follows:
ecogra.org/
Berkeley Square House
Berkeley Square
London
W1J 6BD
United Kingdom
Email: info@ecogra.org
Telephone: +44 20 7887 1480
You can also contact the European Commission's ODR Platform for assistance with dispute resolution.
