How do I register?
To register, simply click the play bingo link on the
Bingo Homepage from the left menu and fill out the registration form provided. Please be sure to be accurate with the information you submit since your winnings, gifts and prizes will be sent to this name and address.
How do I change or update information?
If you have made an error or would like to change or update information please update your details by clicking my account from the navigation menu. You must be logged in to use this function. Alternatively you can send your new details to
customer services and we will make the adjustments. For security reasons changes to credit or debit card details must be made through Customer Support.
How do I login?
Step 1 of the registration requires you to type in your Username and Password. This is your login data and will have been sent to your e-mail address in a Welcome Mail. You can use these to login through the Express Login box on the home page.
How do I start playing?
To play any of the games, you have to start by registering at Virgin Bingo. To register, simply select
My Account in the top navigation menu and fill out the form provided. Once you have registered you will be able to login to the Members' Area where you can deposit money into your account and begin playing the games!
Can I play for free?
Thanks to all your fantastic feedback and suggestions we will be offering Free bingo days very soon! You can try many of our other games for free too. If you don’t have an account or want to ‘try before you buy’ simply select the game you want to play, click on the 'play for free' button, and off you go! If you do have an account, log-in select the game you want to play and click the 'play for free' button.
I forgot my username or password, what do I do?
Forgotten your password? Happens all the time! Because we understand, we've set up a
forgotten password? button to help you out. Click on it, then follow the instructions. If you get stuck just contact us - that’s what we’re here for.
How do I change my username or password?
It's easy. Just log in, go to 'My Account', and then click on 'change password' in the Profile section at the top of the page. Done in 3 clicks!
Is it legal to play at Virgin Bingo?
Rest assured. We’re fully licensed and regulated by the Alderney Gambling Control Commission. Check out the
Terms & Conditions - you'll see how everything's secure and fair. Please check the laws of the jurisdiction in which you reside before playing. You must be over 18 to play on Virgin Bingo.
Is my personal data safe and secure?
All your personal data, any purchases you make, all the games you play - all your activity on the site is entirely safe and secure. We use Thawte's 128 bit Security Certificate, the best internet security certificate available on the market. It is constantly updated to the latest version. Visit
www.thawte.com for more information.
We will never share your personal information with any third party companies without your prior permission.
What does Verification mean?
For legal reasons we will have to verify you before we can let you deposit or play for cash. Verification means confirming your age, name and address. We can usually do this electronically, using the details you give us when you register with us against public records, but sometimes these records are inaccurate or out of date which means we don’t always get a match. When this happens we’ll need you to help us out by sending us some copies of your documents to confirm your age, name and address.
We'll let you know if we need you to help us out with this, and also tell you exactly what we’ll need you to send us, but usually it’s a colour copy of your passport, driving licence or national ID card and a utility bill or bank/card statement. For more information, see ‘Registration’.
Are my transactions secure?
All your transactions are completely secure, using Thawte's 128 security certificate, the best internet security certificate available on the market. Visit
www.thawte.com for more information.
Are my credit card details safe?
At Virgin Bingo, we use several utilities and techniques to keep your money and information safe. Your information is submitted on heavily encrypted pages, and cannot be obtained by anyone.
How will my transactions appear on my statement?
If you have purchased using a credit or debit card, your transactions will appear as Virgin Games Guernsey
How do I fund my account?
Once you're logged into your Virgin Games account:
- go to ‘My Account’ and click on 'deposit'
- If you're depositing for the first time, you'll have the opportunity to choose whether you would like to deposit with a credit/debit card or use your Neteller account
- We accept all major debit and credit cards (except those issued in countries where on-line gaming is illegal such as American Express, JCB or Diners Club) You’ll find details of the cards we take on the deposit page.
- Simply enter the amount you want to deposit (the minimum you can deposit is 5.00 and the maximum is 2000.00, or 50.00 if we haven’t been able to fully verify you yet.
- If you’d like to deposit more than this then you’ll have to contact us.
- NOTE: you are only able to register one payment method so make sure you're happy with your choice before going ahead. If for any reason you need to change or update your payment method, you’ll have to contact us.
What is the minimum/maximum amount I can deposit?
Each separate deposit must be at least £5 and no greater than £2,000 or 50.00 if we haven’t been able to fully verify you yet.
Can I play with a credit card not in my own name?
In order to protect the security of all our players and to remove any fraud, you can only play with a credit card that matches the name and address that you registered with.
When can I request a payout?
The following withdrawal request conditions apply in every case:
The minimum withdrawal through the website is £5, and the maximum is £2,000 a day. If you want to withdraw less or more then you’ll have to
contact us. If you want to withdraw more, then for security reasons we may need to ask you for additional documentation. This isn’t because we don’t trust you but because in this day and age of card and ID theft we take our customer’s security and safety very seriously, and figure that you would want us to do everything we can to protect your winnings.
Withdrawal requests to a credit or debit card can only be made to the card registered to your account and with which you have deposited funds.
Are there charges for withdrawing funds?
Not unless you’re asking for something totally unreasonable like converting all your money into an obscure currency and then sending it to you by carrier pigeon.
Can I use Neteller?
Yes indeed! If you have a registered Neteller account - if not see below.
Why would I want to use Neteller?
NETELLER is convenient where there are problems using a credit or debit card, for instance if your card issuer does not allow refunds from gaming sites back to your card, or you want to keep your gaming money separate from your other money.
I am interested in using Neteller, but I don't have an account with them. How do I get one?
Just go to
www.Neteller.comfor more information or to open an account.
I can't see a way to fund my Virgin Games account from my Neteller account. How do I transfer funds from Neteller into the account?
For added security, we don't allow forward transfer of funds from the Neteller system directly into your Virgin Games account.
Once you have linked your Neteller and Virgin Games accounts by selecting Neteller as your preferred method of payment (at first deposit), all transactions to and from your Neteller account will be made using the Virgin Games "My Account" facility.
I have a card registered on my account and I would like to use Neteller. I cannot see a way to change over, how do I do it?
That’s an easy one - just contact us!
I have a NETELLER account registered with Virgin Games but I have changed my Neteller account details. What should I do?
Just contact us and we’ll take you through the process.
My account is in GBP - but my Neteller account is in a different currency. Can I still use it?
Yes, but you should be aware that Neteller might charge a fee to convert exchange rates. You should check on the Neteller site to see if you will be affected.
Are there any charges for using Neteller?
At present we do not charge for Neteller transactions. Please see
www.Neteller.com for a list of their current fees.
Can I set my own deposit limits so that I don’t spend more than I should?
Of course. Login, go to My Account, My Limits and you can set a daily, weekly or monthly deposit limit.
Can I reduce my deposit limit once I’ve set it?
Yes, just login, go to My Account, My Limits and set your new limit.
Can I increase my deposit limit once I’ve set it?
Of course, but you’ll have to request an increase in writing. Once we’ve received your request we’ll have to wait 7 days before we can re-set your limit. During this time if you decide to change your mind and want to keep your limit as it is, just let us know.
Can I take time out or Self-Exclude from gambling if I feel I need a break?
Yes you can. Just login, go to My Account, My Limits and at the bottom of the page you’ll find all the information you need about how to take time out or Self-Exclude for a time period that suits you. To make sure you’re not tempted we’ll take you off our mailing list and you’ll have to tell us you want to start receiving mailers from us again when you come back.
If you decide you want to self-exclude for 6 months or more we’ll also send back any funds in your account to your registered payment method.
What is a Bingo Bonus?
Bingo bonus is free money we award you for playing at Virgin Bingo Online. The bonuses are a gift, granted as a thank you for depositing at Virgin Bingo.
These Bingo Bonuses are for play only and cannot be cashed out, although winnings from them may be cashed out. In order to be eligible for the bonuses and to avoid any abuse, the following requirements must be fulfilled:
The player must have deposited money within the last 30 days.
Deposit bonuses must be qualified before they can be used for playing. Please see the Promotions Terms and Conditions for the qualifying requirements for each type of Bingo Bonus.
If a player attempts to withdraw all or part of their deposit before the criteria for a deposit bonus has been met the player will forfeit the entire deposit bonus.
How much Bonus am I eligible to receive for each deposit?
Please see the
promotions page for details of the
current bonuses available.
What is V*POINTS?
V*POINTS is the unique Virgin Games loyalty program where you earn loyalty points in one loyalty wallet from play across the following Virgin Games channels:
- Virgin Bingo
- Virgin Poker
- Virgin Casino
As a loyal player on any or all of the Virgin Games channels mentioned above, you’ll be able to earn and redeem your
V*POINTS for a variety of fantastic incentives such as Cash, Virgin Atlantic Flying Club Miles, Virgin Vouchers, Virgin Unite and even Virgin Experiences.
The great thing about V*POINTS is that you’ll be able to redeem your points on your preferred channel. So for example, if you want to redeem your V*POINTS for bonus on Virgin Bingo, you can. Similarly, should you have accounts with Virgin Poker and Virgin Casino, you’ll be able to redeem V*POINTS there too!
For more information about how you can activate and what you can earn with
V*POINTS,
click here.
How do I activate my V*POINTS account?
To enjoy the benefits of earning V*POINTS from each of the Virgin Games channels you'll be required to link your Virgin Games accounts to your V*POINTS account. V*POINTS will continue to be accumulated from play on any of the channels but until you link these accounts to your V*POINTS account you won't be able to see your V*POINTS or redeem them.
Activating your V*POINTS account for the first time:
- Login to your Virgin Games account.
- If you are accessing V*POINTS for the first time you will be asked to 'Activate V*POINTS'.
- Select 'Activate V*POINTS' from the left hand navigation menu or at the top of the V*POINTS page and follow the prompts.
How long do V*POINTS take to process?
When you redeem your V*POINTS your balance is reduced immediately but there are different timescales to receive the benefit of their redemption:
Cash:
Cash is instantly transferred to your Virgin Games account.
Virgin Experiences:
Virgin Experiences are fulfilled as a voucher sent to you direct from Virgin Experiences so you can book your experience at a time to suit you. You will be required to verify the delivery address by replying to the confirmation email you receive when redeeming your Virgin Experience.
Please make sure that if you are redeeming for Virgin Experiences that your email address details on file are correct. Alternatively you can contact vpoints@virgingames.com directly to confirm your address.
Once the postal address is received the voucher is sent out by registered post within 5 working days.
Virgin Vouchers:
Virgin Vouchers are sent to you directly by registered post. You will be required to verify the delivery address by replying to the confirmation email you receive when redeeming Virgin Vouchers.
Please make sure that if you are redeeming Virgin Vouchers that your email address details on file are correct. Alternatively you can contact vpoints@virgingames.com directly to confirm your address. Once your postal address is received the voucher is sent out by registered post the next working day.
Virgin Unite:
Virgin Unite donations are matched by us and sent to Virgin Unite each month
Virgin Atlantic Flying Club Miles:
Virgin Atlantic Flying Club Miles take up to 10 working days to transfer to the flying club account. Please leave this amount of time before contacting us if you can't see the flying club miles on your account.
What are the contact details for the V*POINTS team?
If you would like to phone us then we are available Mon-Fri (10am to 5pm) on +44 208 237 1504. Or you can email any time for a speedy answer:
vpoints@virgingames.com How can I trust the games to be fair?
The order that the Bingo balls are drawn is determined by our Random Number Generator (RNG). Virtue Fusion use a cryptographically strong RNG, developed by market leader Sun Microsystems. This ensures that the outcome of each game is absolutely random.
What happens if I lose connection during a game?
If you become disconnected during a game, the game will be played out on the bingo
servers. Your balance will automatically be adjusted whether you win or lose.
How do I play / purchase strips for bingo?
In order to play bingo, you need to be registered and have deposited funds into
your account. This will make you eligible to purchase bingo cards.
To play, just log in with your username and password and click Play Bingo. From
there, you will be taken into the bingo room. Should a game be in progress, you
will see a timer indicating the remaining time and you will need to wait until the
next game begins. Once a game is finished, a set of randomly chosen strips will
be presented to you. Should you prefer different strips than the ones initially
presented, simply click on
Get new tickets and a brand new strip will be
allocated. Select and buy strips by clicking on the top of the strips that you wish
to purchase and pressing the
Buy selected tickets button.
I have a complaint. How do I contact the Alderney Gambling Control Commission?
Talk to us first. We want you to have fun here, and we'll do whatever we can to make sure that happens. If we aren’t able to sort it out, or you think we’re being unfair then you can contact our regulators the
Alderney Gambling Control Commission.
I'd like to close my account – can you do this for me?
The first thing you need to do is log in, go to My Account, and withdraw all your funds. Once you've done that, just contact us and we’ll do the rest for you, but it would be great if you could tell us why you want to close your account - if we’ve done something wrong then we might be able to put it right again.
Could I please be permanently excluded from playing on the site?
Yes, that's possible. If you'd like to permanently exclude yourself from Virgin Games just
contact us and we’ll take you through the process. We’ll also be able to give you information about people you can talk to and who can provide you help and support.
What do I do if I don’t want any more marketing stuff from you?
You can either click on the unsubscribe link which is shown on all of our marketing mailers, or you can just contact us and we’ll do it for you.