Virgin Gaming defrauded money , Internet

I was using virgingaming to play fifa 13 online. I paid $3 to play in a tournament but during the game the ball did not show up. I tried to cancel the game but my opponent refused. I attempted to run down the clock but my opponent scored. Now I did not know at the time that you could simply quit the game as usually online this results in a loss. This was my first game on virgin gaming. I emailed them and their response was very slow and unreactive. They immediately dodged the issue of a refund and continued to ignore me. Now the money I really couldn't care about, its the principle. My money was taken for a game in which the object that decides the victor could not be seen. I'm very frustrated at virgin gaming and would reccomend others use alternative services.