Account Security

By all means show fellow Virgin Games players how great you are at bingo, but don't go showing anybody your account details. Like a great poker player, keep your username and password close to your chest. Oh, and remember to log out when you finish playing won't you?

If you receive any unsolicited communication informing you that you have won a prize and asking you to share your personal or payment information please contact us immediately.

We will never, ever, ever ask you to reveal your payment information in an email or over the phone.

If you suspect that someone may have gained access to your account details or your account please contact us IMMEDIATELY.

Can I change my username?

No, for boring regulatory and audit purposes you can't, so make sure you choose a good one!

Can I change my password?

Yes, just go to My Account - Change Password and follow the prompts.

Forgotten your username/password?

Don't worry, it happens to everyone. Simply click on the forgotten username/password link and follow the prompts. Or get in touch with us and we'll sort it out faster than Richard Branson on a jet-ski.

Once you get your brand spanking new password, it is best if you go to My Account - Change Password and change it to something you will be able to remember and that only you will know. We would also recommend that you delete the email you received from us showing the reset password. Safety first and all that.

My personal details have changed

Changed your name or email address or moved house? Ooh, we're not just being nosey. Contact us and we'll amend the details on your account to your new ones. For security reasons we may need to ask you for more information (see verification).

Is there a minimum and maximum spend limit?

No. Spend like there's no tomorrow or save for a rainy day - you can spend as much or as little as you want to with Virgin Games. We've got a huge selection of games to suit everyone from high rollers to budget players, starting from games with minimum stake unit of 0.01.

Do I have to keep money in my account to keep it active?

No, but you do have to log-in now and again so we know you're still interested (and your account doesn't get lonely).

What happens if I don't use my account for a while?

Nothing whatsoever, but if you don't log-in for over a year we'll have to suspend it for security reasons. We will welcome you with open arms when you're ready to come back though.

How do I keep track of what I've done?

You can find details of all of your account activity, from deposits and withdrawals to game transactions, in My Account - Online Statement. You can even export the information so you'll always have a record of what you've done.

I think I might have a problem with my gambling

Whatever it is, please contact us and we'll do our best to help, whether it's helping you manage your gaming better or taking a break - for more information go to Responsible Gaming.

I'd like to close my account - can you do this for me?

Sure. 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.

We always want to improve, so 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, just contact us and we can talk you through the process of permanently excluding yourself from Virgin Games. We'll also be able to give you information about other people it might be helpful for you to talk to who can provide you more support.

What do I do if I don't want any more marketing stuff from you?

Just click on the unsubscribe link which is shown on all of our marketing mailers, or contact us and we'll do it for you.