Payment Methods

We accept the following international payment methods (except where there is a legal restriction preventing the use of a payment method for gambling, e.g. USA issued cards, Amex, etc.):

• Cards - VISA, VISA Electron, Mastercard, Maestro, Laser (Maestro)
• Neteller - for more information visit: www.neteller.com
• PayPal - for more information visit: www.paypal.co.uk
• Bank Transfer - for more information contact us

For reasons beyond our control we can currently only accept PayPal from the UK & Ireland.

Virgin Games does not offer credit or accept cheques.

Virgin Games does not charge any processing or currency conversion fee - the amount we receive from you goes straight into your account, however you should be aware that where your original deposit is in a different currency to your Virgin Games account you may be charged by your bank or payment provider as per their terms and conditions.

What happens if my card's expired?

If your card has expired then the next time you go to make a deposit you'll be prompted to enter your new card details on screen.

What if my card details have changed?

Get in touch, we're more than happy to take you through the next steps.

Can I have more than one payment method?

No, you can only have one active payment method at a time. Hey, it's for security reasons, ok?

I'd like to change my payment method?

Usually you'll only be able to change your payment method if you have less than 10.00 in your account, as the rule is we have to send money back to the payment method it came from.

But if you would like to change your payment method, no worries - just get in touch and we'll sort it out pronto.

I think someone else may be using my account or payment details

Please contact us IMMEDIATELY, we'll get to the bottom of it.

How do I deposit?

Firstly you'll need a Virgin Games account. To make your first deposit just click anywhere where you see the term 'Deposit' and follow the prompts.

On your first deposit you'll be asked to choose a payment method. Pick the payment method that will suit you the best and then follow the prompts.

You can deposit using a bank card, Neteller, PayPal or Bank Transfer - see Payment Methods. Virgin Games don't accept cheques - it's not the '80s guys.

What is the minimum I can deposit?

The minimum amounts you can deposit are as follows:

• Cards & Neteller: 5.00
• PayPal: 10.00
• Bank Transfer: 100.00

If you'd like to use Bank Transfer please be aware that we are only able to process bank to bank transactions during normal bank office hours. For more information please contact us.

What is the maximum I can deposit?

Virgin Games love treating all our customers as individual characters, so there's no fixed maximum amount for deposits - it simply depends upon your individual account and circumstances.

If you have not been fully verified then we will restrict the amount you can deposit and for how long in accordance with your verification status. Once you've been verified the deposit limits on your account will depend upon your normal activity and your needs.

Please let us know if you think the limits on your account don't fit your needs - we'll gladly change them to make things better for you. Just be aware that this may be subject to additional checks as required by our license and legal obligations.

Is there a charge for depositing?

We don't generally charge any processing fees at Virgin Games - it wouldn't be a very Virgin thing to do would it?

Bear in mind that on occasion a Bank Transfer may result in a processing charge or fee which is beyond our control - check with your payment provider in case they do.

If we have reason to believe a customer is using their account in an inappropriate way - such as for the holding or movement of funds - we reserve the right to apply and fees or charges as appropriate. So there.

Is there a currency conversion charge?

We do not charge a currency conversion fee, but please check with your payment provider in case they do.

What is 3DS/Securecode/Verified By Visa?

3DS security is like Chip and Pin for the internet. A large number of card issuers have now implemented 3DS security for internet payments. This means that if you want to use your card for internet transactions you will now have to enter a bank issued security password to complete your deposit.

This is a security step which is controlled by your bank. When making a deposit, upon confirming your transaction request will be sent to the bank at which time if your card is enrolled in the 3DS scheme you will see a pop up box with one of the following scheme headers:

• Verified By Visa if you have a Visa card.
• Mastercard Securecode if you have a Mastercard or Maestro card.

If you encounter problems or have forgotten your 3DS security password you should contact your card issuer for assistance.

Why has my deposit failed?

Unfortunately, the banks and payment providers do not always tell us why your deposit failed. First things first, check you have entered the correct account details/card number - everyone makes a typo every now and then.

If everything is correct and the deposit has still failed, please contact your bank or payment provider for more information.

Can I play on credit?

No, we can only credit approved funds to your account. We cannot make any credit to a customer account in anticipation of funds or monies - that's just the way it is.

Can I have more than one payment method?

No, you can only have one active payment method at a time. Hey, it's for security reasons, ok?

How do I withdraw?

Get yourself a Virgin Games account with a payment method registered to it. When you want to make your withdrawal just go to My Account - Withdraw and follow the prompts.

You will not be able to request a withdrawal if your account has not been fully verified, and if it's your first withdrawal you will have to wait 72 hours from when you made your first deposit.

Wherever possible we will process the withdrawal back to the payment method from which the deposit was made from. If we can't for any reason, we'll get in touch and arrange an alternative that best suits you.

What is the minimum I can withdraw?

The minimum amounts you can deposit are as follows:

• Cards & Neteller: 5.00
• PayPal: 10.00
• Bank Transfer: 100.00

What is the maximum I can withdraw?

Virgin Games love treating all our customers as individual characters, so there's no fixed maximum amount for withdrawals - it simply depends upon your individual account and circumstances.

You will not be able to request a withdrawal if your account has not been fully verified. Once you have been verified the withdrawal limits on your account will depend upon your normal activity and your needs.

Please let us know if you think the limits on your account don't fit your needs - we'll gladly change them to make things better for you. Just be aware that this may be subject to additional checks as required by our license and legal obligations.

Additional security checks: If you are lucky enough to win a large amount we may have to conduct additional security checks for regulatory and legal reasons before we can process your winnings. And well done on winning!

Why do I need to wait 72 hours before I can withdraw?

This is for security reasons and to protect our customers. 72hrs allows us to ensure that the deposit has been processed correctly. That way we know there is no problem with the payment method and any withdrawals will go through smoothly.

Is there a charge for withdrawing?

We don't generally charge any processing fees at Virgin Games - it wouldn't be a very Virgin thing to do would it?

Bear in mind that on occasion a Bank Transfer or withdrawal processed by cheque may result in a processing charge or fee which is beyond our control - check with your payment provider in case they do.

Where a customer requests a withdrawal to a payment method not already registered on the account and to which the withdrawal may be processed we may at our discretion apply any additional processing costs incurred by us.

If we have reason to believe a customer is using their account in an inappropriate way - such as for the holding or movement of funds - we reserve the right to apply and fees or charges as appropriate. So there.

Is there a currency conversion charge?

We do not charge a currency conversion fee, but please check with your payment provider in case they do.

Why has my withdrawal failed?

The most likely reason is that you are trying to withdraw an amount which is either above the balance in your account or above the withdrawal limit on your account.

Either re-enter the amount or contact us and we'll help sort it out.

How long does it take for my refund to reach me?

We will process your refund request asap, but it can take up to seven working days for your money to reach your account due to those pesky bank processing systems. Any concerns? Just get in touch.

My withdrawal hasn't got to me yet?

If after seven working days your money has still not reached you, get in touch and we will do everything in our power to sort this out.