What does 'Verification' mean?

Verification means checking 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 and databases.

Unfortunately, sometimes these records will be out of date and we won't be able to get a match right away. But fear not! We'll just need you to send us some 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 exactly what we'll need you to send us. It's nothing scary, usually just a colour copy of your passport, driving licence or national ID card and a utility bill or bank/card statement.

Until we've been able to fully verify you, we may have to put restrictions or your account - sorry about that.

Why do you need to verify me/check my ID?

Being online, we can't physically see our customers - however much we'd love to invite you all over to the office for cake. The next best thing is to check your info against national databases and politely ask for extra information when necessary.

We need to ensure under-age people can't play on Virgin Games, and to make sure our customers are protected against ID theft, unauthorised use of information and other nasty stuff. To do so, we need to check customers meet the legal age for gambling in the country they live in, their name and where they live. We may also have to ask you for extra info if your personal information changes - to make sure it really is you and not some dastardly impostor.

What ID do you need from me?

Something that confirms your age, be it your passport, driving licence or any other approved national ID card. We also need something which shows your address - a recent utility bill, bank statement or the like.

For security reasons we may also request further documentation from you in the future. Don't worry though, if we ask for anything we'll explain fully what we need and why we need it. And if you don't have the ID we need just get in touch and we'll see what we can do.

How do I send you copies of my documents?

It's easiest to just take a clear photograph of them on your phone or digital camera, or you can fax us, or go old school and pop a scan or photocopy in the post - details are shown below.

Oh, please don't send us your original documents, and please make sure you do indicate your account username when you get in touch with us.

help@virgingames.com or security@virgingamesguernsey.com

Otherwise you can fax it to us on 01481 740434

Or send a copy in the post to:

Customer Service @ Virgin Games
Floor 2,
The Yellow Building,
1 Nicholas Road,
London,
W11 4AN

What happens if I don't send ID to you?

Sorry to be the bearer of bad news, but if you don't send us the documents we need to verify you we'll have no choice but to suspend your account.

In the case of withdrawals, we won't be able to release your funds until you've been verified.