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How do I join Virgin Games?It's easy. Just click on 'Register Now', fill in your details, create an account and that’s it - you can start playing.
Important note: If you are from a country where online gaming or some types of games are not allowed then we’re really sorry, but you won’t be able to join us or play all of our games, including the free ones. Can I play for free?You can play some of our games for free. Simply select the game you want to play, click on the 'play for free' button and enjoy!
If you want to play for cash then you’ll have to make a deposit and we’ll have to verify you first - for details on this see ‘What does Verification mean’ below.
What are the minimum and maximum stakes?It depends on which games you're playing. We've done our best to cater for everyone, so you can place bets from as little as 1p. Am I eligible to play?Let's see… you need to be 18 years of age or over (or whatever the legal age for gaming is where you live), and you can't live anywhere where gambling is banned. Please note that gambling laws differ depending on where you live - it's up to you to make sure you know the laws in your area. Does it cost me anything to join?Nope. Not a penny. 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the details you give us when you register with us against public records, but sometimes these records are inaccurate or out of date which means we don’t always get a match.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’.
We’re sorry but until we’ve been able to fully verify you, we may have to limit the amount you can deposit and/or withdraw.
Why do you need to verify me/check my ID?Our licence, the regulatory bodies that regulate us and international law, require us to check and verify the identity of anyone who wants to come and play on our site. This means checking that they meet the legal age for gambling in the country they live in, their name and where they live.
This helps us to protect our players against ID theft and mis-use of their details. It also means that we can keep our site safe by making sure that no-one who is under-age can come in and play.
What ID do you need from me?Usually we will be able to verify you against publicly held records from the details you give us when you open your account and request your first deposit.
Where this is not possible we’ll contact you and ask you to send us documents showing proof of age and identity. For proof of age you can send us a copy of the picture page of your passport, your photo-ID driving licence or any other Home Office approved photo-ID. For proof of age we’ll need a copy of a recent utility bill or bank/credit card statement.
For security reasons we may also request further documentation from you in the future. When we do we’ll explain to you fully what we need and why we need it.
How do I send you copies of my documents?The easiest way is to send them by e-mail. If you have a digital camera or a good quality camera phone, just take a clear picture and send it over to us at: security@virgingamesguernsey.com
Otherwise you can fax it to us on 01481 740434
Or send a copy on the post to:
Security @ Virgin Games
3rd Floor
Landmark House,
London,
W6 9DR
Please do not send original documents in the post.
Please make sure you do indicate your account username on any correspondence.
What happens if I don't send ID to you?We’re really sorry, 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.
I've forgotten my username...what should I do?You’d be surprised how often this happens! Just contact us and we’ll sort it out for you
I've forgotten my password...what should I do?Ah, that's happened to us, too. 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 password?It's easy. Just log in, visit 'My Account', and then click on 'change password'. Done in 3 clicks!
How do I protect my username and password?Keep your username and password to yourself, and don’t save it or write it down anywhere where someone else might be able to find it - that's the best way of keeping it secure. We also recommend that you check your last log-in date and time (this is shown when you log-in) and also your credit or debit card statements against the transaction information in 'My Account' to make sure that there are no odd deposits/withdrawals. That'll help protect you against any unauthorised use of your account.
If at any time you think that someone might have got hold of your account details please contact us immediately.
Is my username/password case sensitive?Yes, it is - this way your account is extra secure. So make sure you type your username and password exactly the same as you did on the registration form. Otherwise, it won't work.
My personal details have changed. What should I do?If it's your communication preferences or mobile phone number that you want to change, you can do that by logging in and going to 'My Account', My Profile.
If you want to change any other details, such as name, address, e-mail address, security question you’ll have to contact us. For security reasons we may request documentation confirming your new details.
For all other account detail changes, you'll need to contact our Customer Support team.
How do I see what I got up to last time?Log in and visit 'My Account' - your transaction history will be kept there.
How do I make a deposit?Once you're logged into your Virgin Games account:
· go to ‘My Account’ and click on 'deposit'
· Select the payment method you’d like to use and away you go.
· Simply enter the amount you want to deposit - the minimum amount you can deposit is 5.00.
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 methods of payment do Virgin Bingo accept?We currently accept the following methods of payment:
- Credit Cards: Visa, MasterCard.
- Debit Cards: Visa Delta, Visa Electron, Maestro and Solo.
- NETELLER
- Bank Transfer - contact us for details
Please be aware that we cannot process refunds back to all Mastercards, and if yours is one of those that falls into this category then we will contact you to find an alternative means of getting your money back to you such as a different payment method, cheque or bank transfer.
Can I have more than one payment method at the same time?For security reasons, you can only register one payment method at a time. If for any reason you need to update or change these details you’ll have to contact us .
What currency can I play in?British Pounds Sterling, Euros and US dollars. The choice is yours!
Are there any charges for using the site?None at all. It's open house!
Can I play on credit?Sorry no you can’t - not because we don’t trust you but because that’s what our licence says. If you're playing for cash, you'll need to use funds you've already deposited into your account.
If you fancy a flutter, but just for the fun of it, select a game and click on 'play for free'.
How do I keep track of what I've spent?As soon as you log-in you’ll see your balance displayed and you can check your deposit, withdrawal, bonus and game play history in the ‘My Account’ section whenever you like. If you can’t find the information you’re looking for then contact us .
How can I make a withdrawal?- Go to ‘My Account’ and click on 'withdraw'
- Enter the amount you want to withdraw - the minimum amount you can withdraw is 5.00. If you’d like to withdraw less than this than you’ll have to contact us.
- Wherever possible we will only be able to refund back to your registered payment method. Sometimes, however, we won’t be able to do this because some cards do not allow it. In such cases we will contact you to arrange an alternative method of refunding you.
You should be aware that if you are using a newly registered payment method then for security reasons you will not be able to request a withdrawal for 72hrs.
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.
How long does it take for money to get back to my card/account?It usually takes between 3 to 5 working days for the money to get back to your card/account, depending on the your bank.
In the case of larger withdrawal request it could take up to 72 working hours for your withdrawal to be processed as we conduct some security checks to ensure your account safety.
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.com for 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.
Do I have to download software to play?No, not for Casino and Bingo . All of our games use Flash, which can be played directly on-line through your browser. . If you want to try your hand at Poker you’ll have to download the Poker software first. See the Poker homepage for more info.
What is Flash?It's computer software that allows animation - it should already be installed in your browser.
Are there any system requirements to play the games?Here's where we get techie!
Our site is designed to run on most of the major browsers, such as Mozilla Firefox (Version 2 and above) and Internet Explorer (Version 6 and above). We endeavour to ensure all browsers can support our games; however there may be cases where some technical errors do occur.
Our site is compatible with Windows 2000, XP and Vista, and we recommend a broadband connection of 512mbs or more and Macromedia Flash 6 (or above), but these recommendations are not essential in most cases. The Macromedia Flash Plug-in is already installed in most browsers, and is supported by all the major computer companies and software suppliers. So you should be good to go!
Why do I need it?If you have Flash, then you won't need to download any specific gaming software, which is usually large and takes up loads of time. Flash just makes things quick and trouble-free…which is just how we like things to be!
I am having trouble installing Flash. What should I do?Best to go direct to the source for this one! You can get help at: Macromedia.com
What connection speed do I need?We recommend the equivalent to a 56k modem or higher. But you can still play on less!
Is there a particular monitor setting?It all looks best with a browser window setting of 800 x 600. But the Flash technology should automatically fit it to your current browser settings.
What happens if I'm disconnected during a game?Disconnections happen for a number of reasons, so we can't prevent them from happening. What we can do, though, is honour any transactions that were registered on our system before the disconnection.
So, if you place a bet but haven't hit 'play', then we'll consider that the game has never taken place. However, if the game has begun, then the bet will stand. You'll be able to see the result by reloading the game, or by clicking the Account History button in My Account.
What are cookies?'Cookies' are data files that contain information on things like the pages youve visited, and the date when you last looked at them.
Why do we have them?Cookies allow us to give you the best possible personalised service. Most web browsers automatically accept cookies, but you can stop this if you want to, and still be able to play the free games.
For more information on cookies, and how we use them, check out our privacy policy
I'm stuck behind a firewall. How do I access the site?Ah. We can't help with this one - you'll need to contact your system administrator.
How do you test the games?For a start, it's not just us that test them. We get other independent companies to come in and make sure everything's working well and meets strict standards.
How do I know the games are fair?It's our guarantee. We'll only ever offer you games with genuinely random outcomes. This is all tested and certified externally before they go live on the site.
How do I know the numbers are randomly generated?Because that's the only way we can comply with our licence requirements. This is one of the first things tested!
What is V*POINTS?V*POINTS is the unique Virgin Games loyalty program where you earn loyalty points every time you play for cash - starting with the first time you play.
You can 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.
For more information about V*POINTS please click here
What are the contact details for the V*POINTS team?If you have a V*POINT related question please feel free to drop a line to vpoints@virgingames.com . Please note that this email address is only checked Monday - Friday during office hours.
Are you licensed? How can I be sure it's safe?Rest assured. We are fully licensed and regulated by the Alderney Gambling Control Commission and the Lotteries and Gaming Authority, Malta.
Check out the Terms and Conditions - you'll see how everything's secure and fair.
Are my details safe on your site?Online security is right up there on our list of priorities, so yes, it's all taken care of. All of our games are also independently tested to ensure fair play at all times.
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, then you can take it up with the relevant licensing authority. You’ll find more information under the Dispute Resolution section of our Terms and Conditions .
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.
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