{"count":34,"next_page":"https://help.virgingames.com/api/v2/help_center/articles/search.json?page=2\u0026per_page=25\u0026query=deposit","page":1,"page_count":2,"per_page":25,"previous_page":null,"results":[{"id":34269672524562,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/34269672524562.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/34269672524562-What-is-Quick-Deposit","author_id":368173441860,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":1,"vote_count":15,"section_id":360002884260,"created_at":"2026-03-24T09:13:46Z","updated_at":"2026-06-19T02:17:14Z","name":"What is Quick Deposit?","title":"What is Quick Deposit?","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2026-03-24T16:40:28Z","user_segment_id":null,"permission_group_id":837380,"content_tag_ids":[],"label_names":[],"body":"\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eQuick Deposit lets you add funds to your account without leaving the game.\u003c/p\u003e\n\u003cp\u003eIt appears when your balance isn’t high enough to place a wager, giving you the option to deposit quickly or return to the game.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhy am I seeing a Quick Deposit screen while playing?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eYou’ll see Quick Deposit if:\u003c/p\u003e\n\u003cul\u003e\n\u003cli data-list-item-id=\"e40a9afd0762e22fb8ed27979f814bbb0\"\u003eYour balance is lower than the game’s minimum wager\u003c/li\u003e\n\u003cli data-list-item-id=\"e159bc5b157dc9b7065f844a725921e9f\"\u003eYou try to place a wager that’s higher than your available balance\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eThis allows you to continue playing without needing to leave the game, if you choose to.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eDo I have to make a deposit to continue?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eNo. Quick Deposit is \u003cstrong\u003eoptional\u003c/strong\u003e.\u003c/p\u003e\n\u003cp\u003eYou can close the screen and return to the game at any time without making a deposit.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eCan I change the deposit amount or payment method?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eYes. Before confirming the deposit, you can:\u003c/p\u003e\n\u003cul\u003e\n\u003cli data-list-item-id=\"e7dd325e80115df03b477172da1a58b60\"\u003eEdit the deposit amount\u003c/li\u003e\n\u003cli data-list-item-id=\"e3a840a1fd808d274d68d4b89c5eca86d\"\u003eUse your most recently used payment method, or switch to another one\u003c/li\u003e\n\u003cli data-list-item-id=\"e5091c7d5faf4fd633d7a357fdf2b6eac\"\u003eAdd a new payment method \u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWill my balance update instantly after depositing?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eYes. Once your deposit is successful, your balance will update straight away so you can continue playing.\u003c/p\u003e\n\u003cp\u003eIf your balance doesn’t update, try refreshing the game. \u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eIs Quick Deposit safe and secure?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eYes. Quick Deposit uses the same secure payment systems as deposits made through the cashier.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eDoes Quick Deposit affect my deposit limits or responsible gambling settings?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eNo. All existing deposit limits, checks, and responsible gambling tools still apply when using Quick Deposit.\u003c/p\u003e\u003c/div\u003e","user_segment_ids":[],"snippet":"without making a \u003cem\u003edeposit\u003c/em\u003e. Can I change the \u003cem\u003edeposit\u003c/em\u003e amount or payment method? Yes. Before confirming the \u003cem\u003edeposit\u003c/em\u003e, you can: Edit","result_type":"article"},{"id":360009900420,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/360009900420.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/360009900420-Deposits-All-you-need-to-know","author_id":362531192280,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":-305,"vote_count":969,"section_id":360002884260,"created_at":"2019-10-14T12:57:49Z","updated_at":"2026-06-20T04:40:05Z","name":"Deposits: All you need to know","title":"Deposits: All you need to know","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2026-02-10T10:22:27Z","user_segment_id":null,"permission_group_id":9914243179666,"content_tag_ids":[],"label_names":["Card","Add Method","Depositing","Deposit","Visa Debit","Credit Card","PayPal","PayPal Account","PaySafeCard","Pay Safe","Switching Method","Deposit Guidance","Deposit Help","Maximum Deposit Amounts","TandC","Accepted Method"],"body":"\u003cp\u003eIn this article we have put together everything you could possibly need to know about depositing to the site! Simply click on the question below to find out more:\u003c/p\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eHow do I make a deposit?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eThere's a Deposit button at the top of the Home page. You can also go to Menu \u0026gt; My Account \u0026gt; Deposit Funds. The minimum deposit that can be made in a single transaction is £10.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eHow do I register a payment method?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eWhen you first make your account, you will be prompted to register a new payment method. To add another payment method afterwards, just go to My Account \u0026gt; Deposit Funds \u0026gt; Add Method. Please note, your playing balance needs to be below £50 and any withdrawals need to be processed before you can add a new payment method. \u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhat payment methods do you accept?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eYou can make a deposit using the following payment methods:\u003c/p\u003e\n\u003cul\u003e\n\u003cli data-list-item-id=\"e97e7955b530ffa456e4e78c8fa391311\"\u003eVisa Debit\u003c/li\u003e\n\u003cli data-list-item-id=\"e12376063dac311bf29bb4a65e0c14ab8\"\u003eVisa Electron\u003c/li\u003e\n\u003cli data-list-item-id=\"ec8c0510601758abc14d91bf693ae633e\"\u003eMastercard\u003c/li\u003e\n\u003cli data-list-item-id=\"ea7d36d013973a333dbac791a056ebfe9\"\u003eApple Pay (For those using an iOS or macOS device)\u003c/li\u003e\n\u003cli data-list-item-id=\"e9384de13dbdd4c09ea1d0876457d7f5d\"\u003eGoogle Pay\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eCan I use a payment method if this is registered to another account on the site?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003ePlease be aware that an individual payment method may only be registered to one account at any time. If your deposit hasn't gone through, take a look at some tips \u003ca href=\"https://help.virgingames.com/hc/en-gb/articles/14452857484562\"\u003e\u003cstrong\u003ehere\u003c/strong\u003e\u003c/a\u003e.\u003cbr\u003e \u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhat is the maximum I can deposit? \u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eThe maximum amount you can deposit per transaction depends on the payment method you use. You can limit how much you wish to deposit per day, per week or per month using our Spend Limit tool. For more information on this and how to set a limit on your account, please click \u003ca href=\"https://help.virgingames.com/hc/en-gb/articles/360009991679\"\u003e\u003cstrong\u003ehere\u003c/strong\u003e\u003c/a\u003e.\u003c/p\u003e\n\u003cp\u003eThe table here demonstrates the maximum you can deposit from each method, in one single transaction:\u003c/p\u003e\n\u003cfigure class=\"wysiwyg-table\" style=\"height: 111px; width: 248.4px;\"\u003e\u003ctable style=\"border: 2px solid #2F3941;\"\u003e\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd style=\"border: 1px solid #2F3941; text-align: center; width: 138px;\"\u003e\u003cstrong\u003ePayment Type\u003c/strong\u003e\u003c/td\u003e\n\u003ctd style=\"border: 1px solid #2F3941; text-align: center; width: 104.4px;\"\u003e\u003cstrong\u003eAmount\u003c/strong\u003e\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd style=\"border: 1px solid #2F3941; text-align: center; width: 138px;\"\u003eDebit Cards\u003c/td\u003e\n\u003ctd style=\"border: 1px solid #2F3941; text-align: center; width: 104.4px;\"\u003e£10,000\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd style=\"border: 1px solid #2F3941; text-align: center;\"\u003eGoogle Pay\u003c/td\u003e\n\u003ctd style=\"border: 1px solid #2F3941; text-align: center;\"\u003e£10,000\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd style=\"border: 1px solid #2F3941; text-align: center; width: 138px;\"\u003eApple Pay\u003c/td\u003e\n\u003ctd style=\"border: 1px solid #2F3941; text-align: center; width: 104.4px;\"\u003e£5,000\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\u003c/table\u003e\u003c/figure\u003e\u003cp\u003e \u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhy can't I edit the name of the cardholder?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eYou should only register and use payment methods in your own name. To ensure this, we have greyed out the cardholders name when adding a new payment method to the account so it matches the name on your account.\u003c/p\u003e\n\u003cp\u003e \u003c/p\u003e\n\u003c/div\u003e","user_segment_ids":[],"snippet":"know about \u003cem\u003edepositing\u003c/em\u003e to the site! Simply click on the question below to find out more: How do I make a \u003cem\u003edeposit\u003c/em\u003e? There's a","result_type":"article"},{"id":14453811383698,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/14453811383698.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/14453811383698-How-do-I-make-a-change-to-my-deposit-method","author_id":363373910339,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":-50,"vote_count":456,"section_id":360002884280,"created_at":"2023-10-16T09:35:48Z","updated_at":"2026-06-13T05:50:15Z","name":"How do I make a change to my deposit method?","title":"How do I make a change to my deposit method?","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2026-02-10T09:48:42Z","user_segment_id":null,"permission_group_id":8816009992210,"content_tag_ids":[],"label_names":[],"body":"\u003cp\u003eYou can update your deposit method providing that your balance is below £50 and you have no pending withdrawals.\u003c/p\u003e\u003cp\u003eTo update your deposit method, simply head to My Account \u0026gt; Deposit Funds where you will be given an option to either update an existing method or add a new method.\u003c/p\u003e\u003cp\u003eFor details on which methods we accept and how to make a deposit, \u003ca href=\"https://help.virgingames.com/hc/en-gb/articles/360009900420\"\u003e\u003cstrong\u003eclick here\u003c/strong\u003e\u003c/a\u003e for a full guide.\u003c/p\u003e","user_segment_ids":[],"snippet":"update your \u003cem\u003edeposit\u003c/em\u003e method, simply head to My Account \u0026gt; \u003cem\u003eDeposit\u003c/em\u003e Funds where you will be given an option to either update an","result_type":"article"},{"id":14452857484562,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/14452857484562.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/14452857484562-I-ve-had-an-issue-depositing-to-my-account","author_id":363373910339,"comments_disabled":true,"draft":false,"promoted":true,"position":0,"vote_sum":-1572,"vote_count":2584,"section_id":360002884260,"created_at":"2023-10-16T09:05:22Z","updated_at":"2026-06-20T06:57:18Z","name":"I've had an issue depositing to my account...","title":"I've had an issue depositing to my account...","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2026-03-19T11:18:11Z","user_segment_id":null,"permission_group_id":8816009992210,"content_tag_ids":[],"label_names":[],"body":"\u003cp\u003eThere could be a number of reasons why you're unable to deposit to your account and these problems often lie either with your bank or with the details that you've registered. Here's a few steps to take if your deposit has failed recently:\u003c/p\u003e\u003cdiv class=\"accordion\"\u003e\u003cstrong\u003eMinimum Amount\u003c/strong\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eThe minimum amount you can deposit in a single transaction to the site is £10. Any amounts below are not allowed at this time.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cstrong\u003eCheck your registered card details\u003c/strong\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eCheck the card details that you've registered to your account are correct. An incorrect number, name, expiry date or CV2 would mean that your deposit to us would fail. It's always worth checking this information first.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cstrong\u003eEnsure sufficient funds in your bank account\u003c/strong\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eCheck there are enough funds in your account to complete the transaction. Sign into your online banking or call your bank to ensure you have enough balance to make your deposit.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cstrong\u003eCheck for temporary bank restrictions\u003c/strong\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eSome banks may apply temporary restrictions to your account based on your recent activity. This can sometimes be as simple as spending your money in a place where you don't normally use your card. It can be worth checking with your bank that no temporary restrictions have been applied for your protection.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cstrong\u003eError: \"Deposits are not permitted with this card\"\u003c/strong\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eIf you see an error message stating \u003cstrong\u003e\"Deposits are not permitted with this card\"\u003c/strong\u003e, this usually indicates that a temporary administrative block has been placed on your account.\u003c/p\u003e\n\u003cp\u003eThis often occurs when our Customer Due Diligence team needs to perform a standard review of your account details or documentation. To resolve this:\u003c/p\u003e\n\u003cul\u003e\n\u003cli data-list-item-id=\"ee0e5df0fb0d22b0ac7dc1ac514748fe9\"\u003eCheck your registered email address for any messages from us regarding requested documents.\u003c/li\u003e\n\u003cli data-list-item-id=\"e39aa154388d19af998332780fc6909b4\"\u003eIf you haven't received an email, please contact our Support Team via Live Chat, and they can advise you on the next steps to lift the restriction.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cstrong\u003eYour bank may block gambling transactions\u003c/strong\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eMany high street banks now have the ability to block gambling transactions. If this is the case, the block can usually be removed by contacting your bank, though it may take up to 72 hours for the change to take effect.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cstrong\u003eAre you using a payment method in your own name?\u003c/strong\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eDeposits must be made using a payment method that is registered in \u003cstrong\u003eyour own name\u003c/strong\u003e.\u003c/p\u003e\n\u003cp\u003eWe’re unable to accept deposits made using third‑party payment methods, including cards or bank accounts belonging to someone else.\u003c/p\u003e\n\u003cp\u003eIf your deposit has failed for this reason, you’ll need to add an \u003cstrong\u003ealternative payment method in your own name\u003c/strong\u003e to continue depositing.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cstrong\u003eCheck your location (UK \u0026amp; Ireland only)\u003c/strong\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eIf you're outside of the UK and Ireland, we won't be able to accept deposits from your account. As part of our licensing conditions, we can only take deposits from within the UK.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cstrong\u003eClear temporary internet files and cookies\u003c/strong\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eIf you've had a build‑up of temporary data on your device, this could cause deposits to fail. Clearing your temporary internet files and cookies can often resolve the issue. Find instructions on how to do this below.\u003c/p\u003e\u003c/div\u003e\u003cp\u003eIf all of your details are correct and you've completed all of the steps above, there's no harm in trying again. Sometimes these issues can be caused by a temporary loss in communication between your device and our servers.\u003c/p\u003e\u003chr\u003e\u003ch3 id=\"h_01KFBDTAFAGNDRSE7JD9SQ6H9P\"\u003eFunds deducted but not added to your balance?\u003c/h3\u003e\u003cp\u003eIf however, you've made a deposit and noticed the funds have been removed from your bank, but not added to your playing balance, you'll need to complete a few additional steps:\u003c/p\u003e\u003col\u003e\n\u003cli data-list-item-id=\"e4c4629c72867644337d818b3df291831\"\u003e Refresh your balance and make sure the funds haven't now appeared.\u003c/li\u003e\n\u003cli data-list-item-id=\"e6cc4241f03536efab7cdf3f6daae56bf\"\u003e Log out of your account and log back in to see if your balance refreshes.\u003c/li\u003e\n\u003cli data-list-item-id=\"ef4fd792244a15ef11420f38a21a20e21\"\u003e Clear your temporary internet files and cookies from your device and then refresh your balance. You can usually find instructions on how to do this \u003ca href=\"https://help.virgingames.com/hc/en-gb/articles/360020987080\"\u003e\u003cstrong\u003e\u003cspan class=\"wysiwyg-underline\"\u003eby clicking here.\u003c/span\u003e\u003c/strong\u003e\u003c/a\u003e\n\u003c/li\u003e\n\u003cli data-list-item-id=\"e80995181efea0a2d37dc9e5b7d00ecfa\"\u003e If all of that fails, you'll need to contact us by clicking the button in the bottom right hand corner of your screen. Just let our Virtual Assistant know what's happened and they'll get you through to an agent. Please be aware, we may need to see a copy of your bank statement to verify that the transaction has been taken.\u003c/li\u003e\n\u003c/ol\u003e","user_segment_ids":[],"snippet":"steps to take if your \u003cem\u003edeposit\u003c/em\u003e has failed recently: Minimum Amount The minimum amount you can \u003cem\u003edeposit\u003c/em\u003e in a single transaction","result_type":"article"},{"id":360009991679,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/360009991679.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/360009991679-Spend-Limits-All-you-need-to-know","author_id":362531192280,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":371,"vote_count":2181,"section_id":360002915079,"created_at":"2019-10-14T12:57:52Z","updated_at":"2026-06-12T21:41:42Z","name":"Spend Limits: All you need to know...","title":"Spend Limits: All you need to know...","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2026-05-20T11:00:04Z","user_segment_id":null,"permission_group_id":8816009992210,"content_tag_ids":[],"label_names":["Deposit Limtis","Limits","Limiting Spending","Spending Less Money","Money","Monies","Deposit Block","Staying In Control","Control","Responsible Gaming","Blocking","Help","Archive090421"],"body":"\u003cp\u003ePart of our commitment to Responsible Gambling involves Spend Limits, which allow you to control the amount of money you can spend on our sites within a chosen time frame. Spend Limits are designed to help you stay in control of your spending. Below are answers to some common questions about how Spend Limits work.\u003c/p\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eHow do I set a Spend Limit?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eYou can set a Daily, Weekly or Monthly Spend Limit by going to:\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eMy Account \u0026gt; Play Responsibly \u0026gt; Spend Limits\u003c/strong\u003e.\u003c/p\u003e\n\u003cp\u003eYou will also see the option to set a Spend Limit on the Deposit page when making your first deposit with us.\u003c/p\u003e\n\u003cp\u003eA Spend Limit is the maximum amount you can deposit within the selected time period. It is calculated using your \u003cstrong\u003enet deposits\u003c/strong\u003e, which means your total deposits minus any withdrawals made during that same period.\u003c/p\u003e\n\u003cp\u003eFor example, if you set a £20 Spend Limit, deposit £20 and then withdraw £10, you will still have £10 remaining available within your limit.\u003c/p\u003e\n\u003cp\u003eYou can always spend less than your selected limit. The limit simply sets the maximum amount you can deposit within the chosen time period.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eHow long does a Spend Limit last?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eYour Spend Limit will remain active until you choose to change or remove it.\u003c/p\u003e\n\u003cp\u003eDaily Spend Limits reset each day at \u003cstrong\u003emidnight\u003c/strong\u003e.\u003c/p\u003e\n\u003cp\u003eWeekly and Monthly Spend Limits operate on a \u003cstrong\u003erolling basis\u003c/strong\u003e starting from the date the limit was set. For example, if you set a Weekly Spend Limit on a Wednesday, it will reset each Wednesday.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eHow do I change my Spend Limit?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eYou can change your Spend Limit at any time by visiting:\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eMy Account \u0026gt; Play Responsibly \u0026gt; Spend Limits\u003c/strong\u003e.\u003c/p\u003e\n\u003cp\u003eWhether a change takes effect immediately depends on the type of change you are making.\u003c/p\u003e\n\u003cul\u003e\n\u003cli data-list-item-id=\"ef78f59ae77ad1827d1445b1539ef6e97\"\u003e\n\u003cstrong\u003eDecreasing your limit amount\u003c/strong\u003e will take effect immediately.\u003c/li\u003e\n\u003cli data-list-item-id=\"e1e4b6c05d36d69024ede7a934a01158f\"\u003e\n\u003cstrong\u003eChanging to a longer time period\u003c/strong\u003e (for example from Daily to Weekly) will also take effect immediately.\u003c/li\u003e\n\u003cli data-list-item-id=\"ec8ae8f4b7cf82100e188a618e37e4304\"\u003e\n\u003cstrong\u003eIncreasing your limit amount\u003c/strong\u003e requires a \u003cstrong\u003e24‑hour cooling‑off period\u003c/strong\u003e.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eIf you request an increase to your Spend Limit, the change will become available after 24 hours. At that point you will need to confirm the change on the Deposit page for it to take effect.\u003c/p\u003e\n\u003cp\u003eThis cooling‑off period is a responsible gambling safeguard which gives you time to reconsider the change before it becomes active.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eNew Player Limits\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eWe apply a daily Spend Limit to all new players when an account is created. This limit runs for each 24‑hour period from the time the account was opened.\u003c/p\u003e\n\u003cp\u003eIf you would like to review or discuss your limits, please contact our Customer Due Diligence Team on:\u003c/p\u003e\n\u003cul\u003e\n\u003cli data-list-item-id=\"e3c4f4a111c6ef3f5539f63625b9489c3\"\u003e\n\u003cstrong\u003e01782 983371\u003c/strong\u003e (UK)\u003c/li\u003e\n\u003cli data-list-item-id=\"e7c5defc83a7449d96464961eec711322\"\u003e\n\u003cstrong\u003e+353 1 800 849289\u003c/strong\u003e (Republic of Ireland)\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e","user_segment_ids":[],"snippet":"Limit on the \u003cem\u003eDeposit\u003c/em\u003e page when making your first \u003cem\u003edeposit\u003c/em\u003e with us. A Spend Limit is the maximum amount you can \u003cem\u003edeposit\u003c/em\u003e within the","result_type":"article"},{"id":21974454108562,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/21974454108562.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/21974454108562-PayPal-Important-Information","author_id":363119003639,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":102,"section_id":360005645739,"created_at":"2024-10-14T14:53:24Z","updated_at":"2026-02-10T09:54:17Z","name":"PayPal: Important Information","title":"PayPal: Important Information","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2026-02-10T09:54:17Z","user_segment_id":null,"permission_group_id":837360,"content_tag_ids":[],"label_names":[],"body":"\u003cp\u003ePlease note that we are no longer accepting PayPal as a deposit or withdrawal method. \u003c/p\u003e\u003cp\u003eYou will need to update your payment method via My Account \u0026gt; Deposit Funds \u0026gt; Add Method in order to make a deposit or withdrawal from your account. \u003c/p\u003e\u003cp\u003eIf you are unable to add a new method, please reach out to our 24/7 Customer Support team via the Live Chat icon in the bottom right hand corner of your screen.\u003c/p\u003e","user_segment_ids":[],"snippet":"PayPal as a \u003cem\u003edeposit\u003c/em\u003e or withdrawal method. You will need to update your payment method via My Account \u0026gt; \u003cem\u003eDeposit\u003c/em\u003e Funds \u0026gt;","result_type":"article"},{"id":14316405064722,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/14316405064722.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/14316405064722-How-can-I-check-my-account-history","author_id":363373910339,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":-221,"vote_count":883,"section_id":360005609520,"created_at":"2023-10-10T08:32:11Z","updated_at":"2026-06-18T19:06:33Z","name":"How can I check my account history?","title":"How can I check my account history?","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2026-02-10T10:03:51Z","user_segment_id":null,"permission_group_id":8816009992210,"content_tag_ids":[],"label_names":[],"body":"\u003cp\u003eWhether you want to see how much you've deposited or withdrawn, how much you've won from promotions or the results of games you've recently played, you can check all of these in the My Account section of the website. Below is a bit of information on each of the history sections and what you're able to check:\u003c/p\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eGaming History\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eYou can access your Gaming History by \u003ca href=\"https://www.virgingames.com/?history=gaming\" target=\"_blank\" rel=\"noopener noreferrer\"\u003e\u003cstrong\u003eclicking here\u003c/strong\u003e\u003c/a\u003e\u003cstrong\u003e.\u003c/strong\u003e Here you're able to view the results of all of your recent games played. You'll be presented with a few options which you can use to filter a specific wager.\u003c/p\u003e\n\u003cp\u003e\u003cbr\u003eBy default you'll be shown your wagers on 'All Games' for 'Today' but you can change both of these drop down menus to show a specific game type for any period in the last 3 months. When changing these filters, you'll also be presented with the total amount that you've wagered and your 'Net Win' for the given game type and period (Net Win is calculated by your total win amount minus your total wager). \u003c/p\u003e\n\u003cdiv class=\"panel\"\u003e\u003cp\u003e\u003cbr\u003eYou can also request up to 12 months worth of Gaming History by contacting our 24/7 Customer Support team clicking the button in the bottom right hand corner of your screen. Just let our Virtual Assistant know you that you would like more than 3 months worth of Gaming History. \u003c/p\u003e\u003c/div\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003ePayment History\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eYou can access your Payment History by \u003ca href=\"https://www.virgingames.com/?history=payment\" target=\"_blank\" rel=\"noopener noreferrer\"\u003e\u003cstrong\u003eclicking here\u003c/strong\u003e\u003c/a\u003e. Here you're able to view all of the deposits made to and withdrawals made from Virgin Games.\u003c/p\u003e\n\u003cp\u003e\u003cbr\u003eBy default you'll be shown your Deposits in the last 7 days, but you can toggle between Deposits and Withdrawals and also change the time filter to view transactions over the last 12 months. You'll also see \"Lifetime Net Deposits\" at the top of the window which is calculated by subtracting your total Withdrawals from your total Deposits.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eReward History\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eFor everything promotion related, you can view your Reward History by \u003ca href=\"https://www.virgingames.com/reward-history\" target=\"_blank\" rel=\"noopener noreferrer\"\u003e\u003cstrong\u003eclicking here\u003c/strong\u003e\u003c/a\u003e. You'll be able to view all of the promotions and rewards you've received over the last 90 days by simply changing the drop down menu and selecting a period.\u003c/p\u003e\n\u003cp\u003e\u003cbr\u003eIf you're unable to see a promotion that you've recently taken part in, it could simply be that the reward hasn't been credited yet. We aim to credit all promotions by 7PM the day after a promotion has ended. You can find specifics on crediting times and dates on the promotions themselves though.\u003c/p\u003e\n\u003cp\u003e\u003cbr\u003eIf you would like to see your reward history going back further than 90 days, or you have any queries about the information shown, you can contact our 24/7 Customer Support Team by clicking the button in the bottom right hand corner of your screen. Just let our Virtual Assistant know you that you would like more information about your Reward History.\u003c/p\u003e\n\u003c/div\u003e","user_segment_ids":[],"snippet":"Whether you want to see how much you've \u003cem\u003edeposited\u003c/em\u003e or withdrawn, how much you've won from promotions or the results of games","result_type":"article"},{"id":33623909908498,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/33623909908498.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/33623909908498-Can-I-withdraw-to-Google-Pay","author_id":368173441860,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":22,"section_id":360002884240,"created_at":"2026-02-26T14:05:07Z","updated_at":"2026-06-20T00:50:13Z","name":"Can I withdraw to Google Pay?","title":"Can I withdraw to Google Pay?","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2026-02-26T14:05:07Z","user_segment_id":null,"permission_group_id":837380,"content_tag_ids":[],"label_names":[],"body":"\u003cp\u003eIn this article we’ve put together everything you need to know about withdrawing after depositing with Google Pay. Simply click on a question below to find out more:\u003c/p\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eCan I withdraw to Google Pay?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eWithdrawals cannot be sent directly to Google Pay. If you deposited using Google Pay, your withdrawal will be paid to a \u003cstrong\u003ebank account registered in your name\u003c/strong\u003e, in line with our closed loop policy.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eHow do withdrawals work if I used Google Pay?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eWhen you request a withdrawal after depositing with Google Pay, the funds are sent to your registered bank account, not back to Google Pay itself.\u003c/p\u003e\n\u003cp\u003eIn some cases, you may be asked to add or confirm your bank account details before your withdrawal can be completed.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhy can’t I see Google Pay as a withdrawal option?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eGoogle Pay will not appear as a withdrawal option because withdrawals are processed to a bank account rather than directly to Google Pay.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eHow do I withdraw my balance?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eTo withdraw, you’ll need to add a bank account in your own name. You can do this by going to:\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eMy Account \u0026gt; Withdraw \u0026gt; Update Bank Details\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eYou’ll need your account number and sort code to complete this.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhen can I update or change my withdrawal method?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eYou can update your withdrawal method providing that:\u003c/p\u003e\n\u003cul\u003e\n\u003cli data-list-item-id=\"e49c2437b407c0b3e23af74129eaab50a\"\u003eYour account balance is \u003cstrong\u003ebelow £50\u003c/strong\u003e\n\u003c/li\u003e\n\u003cli data-list-item-id=\"edfbb90a58fe1f59b6841f85be4c9bbe2\"\u003eYou have \u003cstrong\u003eno pending withdrawals\u003c/strong\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eIf your balance is £50 or higher, or you have a pending withdrawal, you won’t be able to add or change a withdrawal method until the balance goes below £50 and/or the withdrawal is processed. \u003c/p\u003e\n\u003cp\u003eYou can check the status of your withdrawal at any time via \u003cstrong\u003eMy Account \u0026gt; Payment History\u003c/strong\u003e.\u003c/p\u003e\n\u003c/div\u003e","user_segment_ids":[],"snippet":"together everything you need to know about withdrawing after \u003cem\u003edepositing\u003c/em\u003e with Google Pay. Simply click on a question below to find","result_type":"article"},{"id":360021013959,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/360021013959.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/360021013959-What-is-your-Welcome-Offer","author_id":363158649119,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":-121,"vote_count":769,"section_id":360002914979,"created_at":"2021-04-09T14:44:45Z","updated_at":"2026-06-19T09:40:25Z","name":"What is your Welcome Offer?","title":"What is your Welcome Offer?","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2026-03-03T12:01:27Z","user_segment_id":null,"permission_group_id":8816009992210,"content_tag_ids":[],"label_names":[],"body":"\u003cp\u003eTo get you started, we offer new members a fantastic welcome offer: Free Spins on the popular slot game, \u003ca href=\"https://www.virgingames.com/game/play-big-bass-splash/play\"\u003e\u003cstrong\u003eBig Bass Splash!\u003c/strong\u003e\u003c/a\u003e\u003c/p\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eHow do I get the Welcome Offer?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp dir=\"auto\"\u003eAll you need to do is create an account, ensure the opt-in button is ticked on the deposit page, and deposit and wager a minimum of £10 on slots (or 10€ in the Republic of Ireland).\u003c/p\u003e\n\u003cp dir=\"auto\"\u003eOnce your £10 wager is complete, a pop-up message will appear confirming that your Free Spins have been awarded and are ready to use on Big Bass Splash.\u003c/p\u003e\n\u003cp dir=\"auto\"\u003ePlease note, wagering on Live Casino does not count towards the wagering requirement.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eAbout Your Free Spins\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp dir=\"auto\"\u003eYour Free Spins are only valid for the game Big Bass Splash and cannot be transferred or used on any other game. \u003ca href=\"https://www.virgingames.com/game/play-big-bass-splash/play\"\u003eClick here to play Big Bass Splash.\u003c/a\u003e\u003c/p\u003e\n\u003cp dir=\"auto\"\u003eEach spin has a coin size of £0.01 and is played on 10 lines, making each spin worth £0.10. What you win from there is down to your luck!\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eIf I win from my Free Spins, can I withdraw?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eYes! Any money won from your Free Spins is credited to your account as cash. This means that you can withdraw your winnings right away by nipping over to the Withdrawal Page.\u003c/p\u003e\u003c/div\u003e","user_segment_ids":[],"snippet":"account, ensure the opt-in button is ticked on the \u003cem\u003edeposit\u003c/em\u003e page, and \u003cem\u003edeposit\u003c/em\u003e and wager a minimum of £10 on slots (or 10€ in the","result_type":"article"},{"id":14477634926866,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/14477634926866.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/14477634926866-How-do-I-update-my-payment-details","author_id":363373910339,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":22,"vote_count":1164,"section_id":360005645739,"created_at":"2023-10-17T08:27:34Z","updated_at":"2026-06-16T17:24:30Z","name":"How do I update my payment details?","title":"How do I update my payment details?","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2025-03-25T23:54:54Z","user_segment_id":null,"permission_group_id":8816009992210,"content_tag_ids":[],"label_names":[],"body":"\u003cp\u003eYou can update your payment details on site providing that your balance is below £50 and you have no pending withdrawals.\u003c/p\u003e\u003cp\u003eSimply head to My Account \u0026gt; Deposit Funds and you will see options available to either 'Update Method' (if your expiry date has changed but the card number remains the same) or 'Add Method' if you wish to add a new card to your account.\u003c/p\u003e\u003cp\u003eIf you're looking to update your withdrawal method, simply head to My Account \u0026gt; Withdraw and select 'Update Bank Details'. If you're looking to withdraw a balance and the card shown has expired or been cancelled, you can still request a withdrawal to this payment method and providing the registered bank account is the same, the funds will reach your account.\u003c/p\u003e","user_segment_ids":[],"snippet":"have no pending withdrawals. Simply head to My Account \u0026gt; \u003cem\u003eDeposit\u003c/em\u003e Funds and you will see options available to either 'Update","result_type":"article"},{"id":360020990860,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/360020990860.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/360020990860-Can-I-reopen-an-account-after-a-Self-Exclusion","author_id":363158649119,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":892,"vote_count":3182,"section_id":360002892120,"created_at":"2021-04-09T14:41:03Z","updated_at":"2026-06-18T12:21:22Z","name":"Can I reopen an account after a Self-Exclusion?","title":"Can I reopen an account after a Self-Exclusion?","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2026-02-10T09:41:50Z","user_segment_id":null,"permission_group_id":8816009992210,"content_tag_ids":[],"label_names":["RG","ar_reactivation"],"body":"\u003cp\u003eAccounts suspended due to Self-Exclusion cannot be re-opened for any reason until the time period has expired. After the Self-Exclusion period has expired, you may request to re-open a suspended account by contacting our 24/7 Customer Support Team with the details of the account you wish to re-open. \u003c/p\u003e\u003cp\u003eAny request to re-open an account previously closed due to Self-Exclusion will be subject to our approval and a 24-hour review period. You may withdraw your request to re-open your account at any time during the 24-hour review period.\u003c/p\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhat would happen if I breach a Self-Exclusion?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eShould you register and use any accounts whilst the Self-Exclusion agreement is active, the operator reserves the right to void any winnings and withhold deposits, as to refund stakes that have been lost would be deemed a perverse incentive to gamble. \u003c/p\u003e\n\u003cp\u003eThe timeframe for the Self-Exclusion will also be reset from the latest date when the new account was most recently used. For example, if you asked to Self-Exclude for 6 months on the 1st January then created an account on the 1st February and last used it on 1st March, your Self-Exclusion would be reset for the full 6 months from the 1st March as you have breached the Self-Exclusion by not abstaining for the minimum period that you requested. \u003c/p\u003e\n\u003cp\u003eThe success of the Self-Exclusion facility relies on a large extent to which you are committed to managing your behaviour.\u003c/p\u003e\n\u003c/div\u003e","user_segment_ids":[],"snippet":"operator reserves the right to void any winnings and withhold \u003cem\u003edeposits\u003c/em\u003e, as to refund stakes that have been lost would be deemed","result_type":"article"},{"id":14299466119570,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/14299466119570.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/14299466119570-Data-Protection-and-Security","author_id":363373910339,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":-5,"vote_count":21,"section_id":360005609660,"created_at":"2023-10-09T14:02:05Z","updated_at":"2026-02-10T09:43:39Z","name":"Data Protection and Security","title":"Data Protection and Security","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2023-11-16T13:39:55Z","user_segment_id":null,"permission_group_id":8816009992210,"content_tag_ids":[],"label_names":[],"body":"\u003cp\u003eThe safety and security of your personal information is of paramount importance to us. We are bound by applicable data protection laws in relation to the handling and collection of your personal information.\u003c/p\u003e\n\u003cp\u003eWe have security systems in place which protect your financial and personal data. Some examples are set out below:\u003c/p\u003e\n\u003cp\u003ePayment information is transmitted between our secure servers and the secure servers of leading e-commerce payment companies who, in turn, have secure encrypted links between themselves and leading banks.\u003c/p\u003e\n\u003cp\u003eYou only need to enter your debit card details once. The details are then stored in our secure servers using a proprietary encryption algorithm. After that, your debit card details will only be used when you make a deposit to or withdrawal from your member account.\u003c/p\u003e\n\u003cp\u003eWe require your 3 digit Card Security Code (also known as CV2 number, usually found on the back of your card) during all card transactions, so that your card issuing bank can confirm the integrity of your deposit. We do not store the Card Security Code in our systems.\u003c/p\u003e\n\u003cp\u003eWe execute transactions in secure mode using Thawte certification, so any personal information and financial details you submit are encrypted during transmission. Information submitted by you is encrypted using safe security layering (SSL) encryption, the exact level of encryption supported is determined by the level supported by your Internet browser.\u003c/p\u003e\n\u003cp\u003eOur employees and the employees of our service providers do not have access to your full debit or credit card details.\u003c/p\u003e","user_segment_ids":[],"snippet":"your debit card details will only be used when you make a \u003cem\u003edeposit\u003c/em\u003e to or withdrawal from your member account. We require your","result_type":"article"},{"id":360020991320,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/360020991320.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/360020991320-Why-is-there-a-limit-on-my-account","author_id":363158649119,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":-131,"vote_count":315,"section_id":360002915079,"created_at":"2021-04-09T14:42:03Z","updated_at":"2026-06-19T17:17:31Z","name":"Why is there a limit on my account?","title":"Why is there a limit on my account?","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2026-02-10T09:13:47Z","user_segment_id":null,"permission_group_id":8816009992210,"content_tag_ids":[],"label_names":[],"body":"\u003cp\u003eTo help you play safely, your account has limits on the amount of money you can deposit and spend. These are designed to protect you and ensure we meet our responsibilities as a gaming operator.\u003c/p\u003e\u003cp\u003eThere are two main types of limits on your account:\u003c/p\u003e\u003ch3 id=\"h_01KH3D7KTTPNYVCHHZMADHQRNK\"\u003e1. Spend Limits (Set by you)\u003c/h3\u003e\u003cp\u003eThese are limits you can set yourself to manage your spending.\u003c/p\u003e\u003cul\u003e\n\u003cli data-list-item-id=\"ee1abd3120e62d3febb0ae51ea2ade50e\"\u003e\n\u003cstrong\u003eWhat are they?\u003c/strong\u003e You can choose a daily, weekly, or monthly limit on the amount you can deposit.\u003c/li\u003e\n\u003cli data-list-item-id=\"ed0080003650b76f90e6ebd7a86aa4ec2\"\u003e\n\u003cstrong\u003eHow do I change them?\u003c/strong\u003e You can set or adjust your Spend Limits anytime on our \u003ca href=\"https://www.virgingames.com/responsible-gaming\"\u003e\u003cstrong\u003ePlay Responsibly Page\u003c/strong\u003e\u003c/a\u003e.\u003c/li\u003e\n\u003cli data-list-item-id=\"e057afde3fa3e6dec98e903db6e1104b7\"\u003e\n\u003cstrong\u003eWant to know more?\u003c/strong\u003e Full details are in our \u003ca href=\"https://help.virgingames.com/hc/en-gb/articles/360009991679\"\u003e\u003cstrong\u003eSpend Limits article\u003c/strong\u003e\u003c/a\u003e.\u003c/li\u003e\n\u003c/ul\u003e\u003ch3 id=\"h_01KH3D7KTTPMBAAPQE60GX88XY\"\u003e2. Account Limits (Set by us)\u003c/h3\u003e\u003cp\u003eAs a responsible operator, we are required to set an initial limit for all new players.\u003c/p\u003e\u003cul\u003e\n\u003cli data-list-item-id=\"eb3ff1626a1180063bf1e329dcbf098ce\"\u003e\n\u003cstrong\u003eWhy is it there?\u003c/strong\u003e This is a standard, protective measure for all customers. We may also apply limits if we need more information from you.\u003c/li\u003e\n\u003cli data-list-item-id=\"e4e865fccfdf08c9a2a33f30bdc2becee\"\u003e\n\u003cstrong\u003eHow can I increase my limit?\u003c/strong\u003e If you'd like to increase your limit, you may need to:\u003cul\u003e\n\u003cli data-list-item-id=\"e80133f18cdd98ec7c2993f79dc8f7c64\"\u003eComplete an \u003ca href=\"https://help.virgingames.com/hc/en-gb/articles/10448264031634\"\u003e\u003cstrong\u003eEnhanced Verification Check\u003c/strong\u003e\u003c/a\u003e.\u003c/li\u003e\n\u003cli data-list-item-id=\"e09c2af89cc65304f2c21a6398867f5e9\"\u003eSpeak with our \u003ca href=\"https://help.virgingames.com/hc/en-gb/articles/6674533076114\"\u003e\u003cstrong\u003eCustomer Due Diligence Team\u003c/strong\u003e\u003c/a\u003e.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e","user_segment_ids":[],"snippet":"your account has limits on the amount of money you can \u003cem\u003edeposit\u003c/em\u003e and spend. These are designed to protect you and ensure we","result_type":"article"},{"id":36261960355346,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/36261960355346.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/36261960355346-Enhanced-Verification-Process","author_id":363119003639,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":0,"section_id":14314795652242,"created_at":"2026-06-09T09:17:25Z","updated_at":"2026-06-09T10:35:54Z","name":"Enhanced Verification Process","title":"Enhanced Verification Process","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2026-06-09T10:35:54Z","user_segment_id":null,"permission_group_id":837380,"content_tag_ids":[],"label_names":[],"body":"\u003cp\u003eWe occasionally carry out enhanced verification checks as part of our regulatory and security obligations. If you've received an email from us asking for documents, this article explains exactly what we need, how to send it, and what happens once we've received it.\u003c/p\u003e\u003cp\u003ePlease read through each section carefully — getting your documents right first time will help us complete the process as quickly as possible.\u003c/p\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhy have I been asked to complete Enhanced Verification?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eAs part of our ongoing obligations as a licensed gambling operator, we are required to carry out periodic checks to verify our customers' identity, source of funds and payment methods. This is in line with our Terms and Conditions — specifically \u003cstrong\u003esection 5.6\u003c/strong\u003e — as well as UK regulatory requirements.\u003c/p\u003e\n\u003cp\u003eThis doesn't necessarily mean there is a problem with your account. However, until the process is complete, we may be unable to process withdrawals or other account actions.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e⚠️ Please note:\u003c/strong\u003e Should you choose not to provide the required documentation, we reserve the right to withhold deposits and/or winnings until we are able to satisfactorily complete the enhanced verification process, in line with section 5.6 of our Terms and Conditions.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhat documents do I need to provide?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eWe require three things from you. Please read the requirements for each carefully before sending — documents that don't meet the criteria below may cause delays.\u003c/p\u003e\n\u003col\u003e\n\u003cli class=\"wysiwyg-list-bold\" data-list-item-id=\"e59b21235d973d87dd0567b7425bef3ba\"\u003e\u003cstrong\u003eA selfie photograph holding your photo ID\u003c/strong\u003e\u003c/li\u003e\n\u003cli class=\"wysiwyg-list-bold\" data-list-item-id=\"e04b1423a3cb2f9719bb6212dc90db1bd\"\u003e\u003cstrong\u003eProof of your current address\u003c/strong\u003e\u003c/li\u003e\n\u003cli class=\"wysiwyg-list-bold\" data-list-item-id=\"e321da8490aaf72ab503110a8c2374542\"\u003e\u003cstrong\u003eProof of your payment method\u003c/strong\u003e\u003c/li\u003e\n\u003c/ol\u003e\n\u003cp\u003eFull details of what's needed for each are covered in the sections below.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eDocument 1 — Selfie with Photo ID\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eWe need a photo of you holding your photo ID (such as a passport or driving licence). To be valid, the photo must meet \u003cstrong\u003eall\u003c/strong\u003e of the following requirements:\u003c/p\u003e\n\u003cul\u003e\n\u003cli data-list-item-id=\"e8f16fed4244a1eb15497915ecb17852f\"\u003eYour \u003cstrong\u003eface\u003c/strong\u003e must be clearly visible\u003c/li\u003e\n\u003cli data-list-item-id=\"e4e874013b2f83a64ebfc4b92102a18b6\"\u003eYour \u003cstrong\u003ephoto ID\u003c/strong\u003e must be clearly visible and readable\u003c/li\u003e\n\u003cli data-list-item-id=\"eba5562ff71ac88be8c87d377348c45ac\"\u003eYou must be photographed \u003cstrong\u003eoutside your property\u003c/strong\u003e, with your \u003cstrong\u003ehouse number or name\u003c/strong\u003e visible in the background\u003c/li\u003e\n\u003cli data-list-item-id=\"e2fc578dd3f93759a900880e86c688f81\"\u003eYou must be holding a piece of paper showing \u003cstrong\u003etoday's date\u003c/strong\u003e, written clearly by hand\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003e💡 Tip:\u003c/strong\u003e Take the photo in good lighting and make sure nothing is covering your face, the ID, or the house number. A slightly wider shot usually works better than a close-up.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eExamples\u003c/strong\u003e\u003c/p\u003e\n\u003cfigure class=\"wysiwyg-table\" style=\"width: 100%;\"\u003e\u003ctable style=\"border-collapse: collapse;\"\u003e\u003ctbody\u003e\u003ctr\u003e\n\u003ctd style=\"padding: 0 8px 0 0; vertical-align: top; width: 50%;\"\u003e\n\u003cp style=\"background-color: #dcfce7; border-radius: 4px 4px 0 0; color: #15803d; font-size: 12px; padding: 6px 10px;\"\u003e\u003cstrong\u003e✔ Correct\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv style=\"background-color: #f9fafb; border-bottom-style: solid; border-color: #22c55e; border-left-style: solid; border-radius: 0 0 6px 6px; border-right-style: solid; border-top-style: none; border-width: 2px; padding: 12px; text-align: center;\"\u003e\u003cp style=\"color: #15803d; font-size: 11px;\"\u003e\u003cimg src=\"https://help.virgingames.com/hc/article_attachments/36261965789842\" alt=\"doc-example-selfie-correct.png\" width=\"520\" height=\"320\"\u003e\u003c/p\u003e\u003c/div\u003e\n\u003c/td\u003e\n\u003ctd style=\"padding: 0 0 0 8px; vertical-align: top; width: 50%;\"\u003e\n\u003cp style=\"background-color: #fee2e2; border-radius: 4px 4px 0 0; color: #b91c1c; font-size: 12px; padding: 6px 10px;\"\u003e\u003cstrong\u003e✘ Incorrect\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv style=\"background-color: #f9fafb; border-bottom-style: solid; border-color: #ef4444; border-left-style: solid; border-radius: 0 0 6px 6px; border-right-style: solid; border-top-style: none; border-width: 2px; padding: 12px; text-align: center;\"\u003e\u003cfigure class=\"wysiwyg-image\"\u003e\u003cimg style=\"aspect-ratio: 520/320;\" src=\"https://help.virgingames.com/hc/article_attachments/36261965790994\" alt=\"doc-example-selfie-incorrect.png\" width=\"520\" height=\"320\"\u003e\u003c/figure\u003e\u003c/div\u003e\n\u003c/td\u003e\n\u003c/tr\u003e\u003c/tbody\u003e\u003c/table\u003e\u003c/figure\u003e\u003cp\u003e\u003cstrong\u003e⚠️ Please ensure\u003c/strong\u003e the photo is taken outside your property and that your house number or name is clearly visible in the background. Photos taken indoors, or where the house number is obscured or out of frame, cannot be accepted.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eDocument 2 — Proof of Address\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eWe need a copy of a document confirming your current address. Accepted documents include:\u003c/p\u003e\n\u003cul\u003e\n\u003cli data-list-item-id=\"e34aa5c246b886140369b6f58cbf70f5a\"\u003eA Government Official Letter\u003c/li\u003e\n\u003cli data-list-item-id=\"ee521d1944a05c7c85aeb3bd168a0c9c7\"\u003eA Utility Bill (gas, electricity, water, broadband)\u003c/li\u003e\n\u003cli data-list-item-id=\"eb8c5a1dd4db57ecfc8c3762dd41fff2a\"\u003eA Bank Statement\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eThe document must be \u003cstrong\u003edated within the last three months\u003c/strong\u003e and must clearly show your \u003cstrong\u003efull name\u003c/strong\u003e and \u003cstrong\u003ecurrent address\u003c/strong\u003e.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e💡 Tip:\u003c/strong\u003e If you receive paperless statements, a PDF downloaded directly from your online banking or utility provider portal is perfectly acceptable.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eExamples\u003c/strong\u003e\u003c/p\u003e\n\u003cfigure class=\"wysiwyg-table\" style=\"width: 100%;\"\u003e\u003ctable style=\"border-collapse: collapse;\"\u003e\u003ctbody\u003e\u003ctr\u003e\n\u003ctd style=\"padding: 0 8px 0 0; vertical-align: top; width: 50%;\"\u003e\n\u003cp style=\"background-color: #dcfce7; border-radius: 4px 4px 0 0; color: #15803d; font-size: 12px; padding: 6px 10px;\"\u003e\u003cstrong\u003e✔ Correct\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv style=\"background-color: #f9fafb; border-bottom-style: solid; border-color: #22c55e; border-left-style: solid; border-radius: 0 0 6px 6px; border-right-style: solid; border-top-style: none; border-width: 2px; padding: 12px; text-align: center;\"\u003e\u003cfigure class=\"wysiwyg-image\"\u003e\u003cimg style=\"aspect-ratio: 520/340;\" src=\"https://help.virgingames.com/hc/article_attachments/36261960343698\" alt=\"doc-example-address-correct.png\" width=\"520\" height=\"340\"\u003e\u003c/figure\u003e\u003c/div\u003e\n\u003c/td\u003e\n\u003ctd style=\"padding: 0 0 0 8px; vertical-align: top; width: 50%;\"\u003e\n\u003cp style=\"background-color: #fee2e2; border-radius: 4px 4px 0 0; color: #b91c1c; font-size: 12px; padding: 6px 10px;\"\u003e\u003cstrong\u003e✘ Incorrect\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv style=\"background-color: #f9fafb; border-bottom-style: solid; border-color: #ef4444; border-left-style: solid; border-radius: 0 0 6px 6px; border-right-style: solid; border-top-style: none; border-width: 2px; padding: 12px; text-align: center;\"\u003e\u003cfigure class=\"wysiwyg-image\"\u003e\u003cimg style=\"aspect-ratio: 520/340;\" src=\"https://help.virgingames.com/hc/article_attachments/36261960344850\" alt=\"doc-example-address-incorrect.png\" width=\"520\" height=\"340\"\u003e\u003c/figure\u003e\u003c/div\u003e\n\u003c/td\u003e\n\u003c/tr\u003e\u003c/tbody\u003e\u003c/table\u003e\u003c/figure\u003e\u003cp\u003e\u003cstrong\u003e⚠️ Please ensure\u003c/strong\u003e the document is no older than three months and that your name and address are clearly visible and have not been edited, blurred, or redacted.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eDocument 3 — Proof of Payment Method\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eWe need to verify the payment method used to deposit to your account. There are two ways to do this depending on your situation.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eOption A — Photo of your physical card\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eIf you have a physical card, please send us a photo of it. We need to be able to see:\u003c/p\u003e\n\u003cul\u003e\n\u003cli data-list-item-id=\"e3d3ba7d08bdd0b774dd8d274bd6aa65b\"\u003eThe \u003cstrong\u003efirst 6 digits\u003c/strong\u003e of the long card number\u003c/li\u003e\n\u003cli data-list-item-id=\"ee2048bcf7036b016b3e4f2ce74c8f312\"\u003eThe \u003cstrong\u003elast 4 digits\u003c/strong\u003e of the long card number\u003c/li\u003e\n\u003cli data-list-item-id=\"e727227312ac91763907ccfceb61adc39\"\u003eYour \u003cstrong\u003efull name\u003c/strong\u003e as it appears on the card\u003c/li\u003e\n\u003cli data-list-item-id=\"e2e4072eb1c7bad0cdcfeb98f772305f1\"\u003eThe \u003cstrong\u003eexpiry date\u003c/strong\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eFor security, please \u003cstrong\u003eblock out the 6 middle digits\u003c/strong\u003e and your \u003cstrong\u003eCVV number\u003c/strong\u003e before sending. You can cover these with a piece of tape, paper, or a photo editing tool. For example: \u003cstrong\u003e1234 56XX XXXX 1234\u003c/strong\u003e.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eExamples\u003c/strong\u003e\u003c/p\u003e\n\u003cfigure class=\"wysiwyg-table\" style=\"width: 100%;\"\u003e\u003ctable style=\"border-collapse: collapse;\"\u003e\u003ctbody\u003e\u003ctr\u003e\n\u003ctd style=\"padding: 0 8px 0 0; vertical-align: top; width: 50%;\"\u003e\n\u003cp style=\"background-color: #dcfce7; border-radius: 4px 4px 0 0; color: #15803d; font-size: 12px; padding: 6px 10px;\"\u003e\u003cstrong\u003e✔ Correct\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv style=\"background-color: #f9fafb; border-bottom-style: solid; border-color: #22c55e; border-left-style: solid; border-radius: 0 0 6px 6px; border-right-style: solid; border-top-style: none; border-width: 2px; padding: 12px; text-align: center;\"\u003e\u003cfigure class=\"wysiwyg-image\"\u003e\u003cimg style=\"aspect-ratio: 520/330;\" src=\"https://help.virgingames.com/hc/article_attachments/36261965797778\" alt=\"doc-example-card-correct.png\" width=\"520\" height=\"330\"\u003e\u003c/figure\u003e\u003c/div\u003e\n\u003c/td\u003e\n\u003ctd style=\"padding: 0 0 0 8px; vertical-align: top; width: 50%;\"\u003e\n\u003cp style=\"background-color: #fee2e2; border-radius: 4px 4px 0 0; color: #b91c1c; font-size: 12px; padding: 6px 10px;\"\u003e\u003cstrong\u003e✘ Incorrect\u003c/strong\u003e\u003c/p\u003e\n\u003cdiv style=\"background-color: #f9fafb; border-bottom-style: solid; border-color: #ef4444; border-left-style: solid; border-radius: 0 0 6px 6px; border-right-style: solid; border-top-style: none; border-width: 2px; padding: 12px; text-align: center;\"\u003e\u003cfigure class=\"wysiwyg-image\"\u003e\u003cimg style=\"aspect-ratio: 520/330;\" src=\"https://help.virgingames.com/hc/article_attachments/36261965799186\" alt=\"doc-example-card-incorrect.png\" width=\"520\" height=\"330\"\u003e\u003c/figure\u003e\u003c/div\u003e\n\u003c/td\u003e\n\u003c/tr\u003e\u003c/tbody\u003e\u003c/table\u003e\u003c/figure\u003e\u003cp\u003e\u003cstrong\u003eOption B — Bank statement (virtual cards, or if you can't provide a card photo)\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eIf your card is virtual, or if you're unable to provide a photo of it, please send us a bank statement linked to the card used. The statement must clearly show:\u003c/p\u003e\n\u003cul\u003e\n\u003cli data-list-item-id=\"ed6e58830152b6119077f3b1ed1d46f63\"\u003eYour \u003cstrong\u003efull name\u003c/strong\u003e\n\u003c/li\u003e\n\u003cli data-list-item-id=\"ea76fe445d5a1da3e4809373272fbc47a\"\u003eYour \u003cstrong\u003eaddress\u003c/strong\u003e\n\u003c/li\u003e\n\u003cli data-list-item-id=\"e43374cb0e24c9b066f763b4eeb3e88c9\"\u003eYour \u003cstrong\u003esort code\u003c/strong\u003e and \u003cstrong\u003eaccount number\u003c/strong\u003e\n\u003c/li\u003e\n\u003cli data-list-item-id=\"ea3885e99bcbfa400ccd92dc3a21503a5\"\u003eYour \u003cstrong\u003ebank's logo\u003c/strong\u003e\n\u003c/li\u003e\n\u003cli data-list-item-id=\"e38c23e119347569a242e9097e6ced2ef\"\u003eThe \u003cstrong\u003edeposit transaction\u003c/strong\u003e made to our site\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003e💡 Tip:\u003c/strong\u003e Most online banking apps allow you to download a PDF statement directly. This is a perfectly acceptable format and is often the easiest way to send it.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eHow do I submit my documents?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eThere are two ways to send us your documents:\u003c/p\u003e\n\u003col\u003e\n\u003cli data-list-item-id=\"e73215e893e171aae6765e395191cb77d\"\u003e\n\u003cstrong\u003eLive Chat\u003c/strong\u003e — Click the chat button at the bottom of your screen to start a conversation with our team. You'll be guided through the process and can upload your documents directly in the chat window.\u003c/li\u003e\n\u003cli data-list-item-id=\"efc084aa8288b2e76bdf15e9b3e67dd3b\"\u003e\n\u003cstrong\u003eReply to your email\u003c/strong\u003e — If you received an email from us requesting documents, you can simply reply to that email with your documents attached.\u003c/li\u003e\n\u003c/ol\u003e\n\u003cp\u003eOnce received, your documents will be reviewed by our dedicated team and you'll be updated by email once the process is complete.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e💡 Tip:\u003c/strong\u003e Please send all three documents together where possible. Sending them in separate messages can slow things down.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhat happens after I submit my documents?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eOnce we've received your documents, here's what happens next:\u003c/p\u003e\n\u003col\u003e\n\u003cli data-list-item-id=\"e8c1fdb8973be75036f4d049e7ffbaff7\"\u003eYour documents are passed to our Finance team for review.\u003c/li\u003e\n\u003cli data-list-item-id=\"ef6abc3e7873619f65a2fc5caffff39b3\"\u003eThe review typically takes up to \u003cstrong\u003e7 working days\u003c/strong\u003e.\u003c/li\u003e\n\u003cli data-list-item-id=\"ea34db6cd0c99a5042f6f08dbdfb2a2c9\"\u003eYou'll receive an email from us once the review is complete, letting you know the outcome.\u003c/li\u003e\n\u003c/ol\u003e\n\u003cp\u003e\u003cstrong\u003ePlease avoid contacting us to chase the review\u003c/strong\u003e — doing so won't speed up the process. Our team will be in touch as soon as the review is finished.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eHow long will the review take?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eOur team aim to complete all enhanced verification reviews within \u003cstrong\u003e7 working days\u003c/strong\u003e of receiving your documents.\u003c/p\u003e\n\u003cp\u003eIf your documents are incomplete or don't meet the requirements set out above, we may need to contact you to request additional information — this may extend the review period. Getting everything right first time is the best way to keep the process as quick as possible.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhat if I'm unable to provide the documents?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eWe understand that providing certain documents isn't always straightforward — if you're having difficulty, please get in touch and we'll do our best to work with you.\u003c/p\u003e\n\u003cp\u003eHowever, please be aware that under \u003cstrong\u003esection 5.6 of our Terms and Conditions\u003c/strong\u003e, we reserve the right to withhold deposits and/or winnings until the enhanced verification process has been satisfactorily completed. This is a regulatory requirement and not something we are able to waive.\u003c/p\u003e\n\u003cp\u003eIf you have a specific reason why you cannot provide a particular document, please explain this when you contact us and we'll advise on alternatives where they exist.\u003c/p\u003e\n\u003c/div\u003e","user_segment_ids":[],"snippet":"required documentation, we reserve the right to withhold \u003cem\u003edeposits\u003c/em\u003e and/or winnings until we are able to satisfactorily complete","result_type":"article"},{"id":360020986800,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/360020986800.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/360020986800-What-documents-do-I-need-to-send-to-verify-my-income","author_id":363158649119,"comments_disabled":true,"draft":false,"promoted":false,"position":2,"vote_sum":1,"vote_count":149,"section_id":360005609700,"created_at":"2021-04-09T14:31:41Z","updated_at":"2026-06-16T02:11:22Z","name":"What documents do I need to send to verify my income?","title":"What documents do I need to send to verify my income?","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2026-02-10T09:52:11Z","user_segment_id":null,"permission_group_id":8816009992210,"content_tag_ids":[],"label_names":[],"body":"\u003cp\u003eTo verify your income, a recent bank statement in PDF format, which shows both your income and deposits to the site is usually required, however, it can vary, depending on the source of your income. Always refer to the email you have received from us, which will contain all the information we require to verify your account.\u003c/p\u003e\u003cp\u003eWhilst we understand that this process may feel intrusive, this isn’t our intention, we simply want to uphold our responsibilities and abide by the regulations laid out by the UK Gambling Commission, for the protection of yourself and for all our customers.\u003c/p\u003e\u003cp\u003eWe want to make this process as seamless as possible, and there's a few ways you can send your documents to us:\u003c/p\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eOption 1 – Email\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eYou can simply reply to the email received from us, requesting the documentation, alternatively, you have the option to send it via email at \u003ca href=\"mailto:docs@virgingames.com\" target=\"_blank\" rel=\"noopener noreferrer\"\u003edocs@virgingames.com\u003c/a\u003e.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eOption 2 – Live Chat\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eClick on the chat icon on in the bottom right hand corner of your screen and when prompted ask to speak to our 'Customer Due Diligence' team who will be able to assist you in verifying your documents.\u003c/p\u003e\u003c/div\u003e\u003cp\u003eRegardless of which option you choose, please rest assured that any information you provide will be treated as strictly confidential, in line with our Privacy Policy and would not be used for any other purpose than to fulfil our regulatory requirements.\u003c/p\u003e","user_segment_ids":[],"snippet":"statement in PDF format, which shows both your income and \u003cem\u003edeposits\u003c/em\u003e to the site is usually required, however, it can vary, depending","result_type":"article"},{"id":21614399860882,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/21614399860882.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/21614399860882-Welcome-Back-Tips-for-Returning-Players","author_id":363119003639,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":83,"vote_count":1015,"section_id":360005645739,"created_at":"2024-09-26T11:10:18Z","updated_at":"2026-06-19T18:40:47Z","name":"Welcome Back! Tips for Returning Players...","title":"Welcome Back! Tips for Returning Players...","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2025-12-30T17:14:56Z","user_segment_id":null,"permission_group_id":837360,"content_tag_ids":[],"label_names":[],"body":"\u003cp\u003eFirstly, welcome back to site, we've missed you! While you've been away we appreciate that things might have changed, whether that's the site itself or your details, so our \"Welcome Back\" guide aims to give you everything you need to get back up and running with your account. \u003c/p\u003e\u003cp\u003eBelow we've got some popular questions that our players ask us when they return to site after a break, but of course, if you've got a question that we've not listed here, our Customer Support Team are available 24/7 via the Live Chat icon in the bottom right hand corner of your screen.\u003c/p\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eI've forgotten my login details...\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eThe first step for any returning player is remembering the details you signed up with. With so many usernames and passwords these days it can always be difficult to remember what you used to register in the first place. If you've received an email from us recently, then the email that this was sent to will be the email address you signed up with, and if we ever send something through the post, it should have your username on to help you out.\u003c/p\u003e\n\u003cp\u003eIn terms of your password, that can always be the most challenging part to remember, but we've got you covered. Simply head to the \"Login\" page and click \"Forgotten Details\". You'll be asked for your email address and Date of Birth - remember that these must match the details registered on your account. Simply fill in the form, click \"Confirm\" and you should receive an email within the next 10 minutes with details on how to reset your password. \u003c/p\u003e\n\u003cp\u003eIf you don't receive an email then it's likely that the details you entered on the form were incorrect so you can always try again.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eChecking your personal details are correct...\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eBefore getting started with playing on site, it's important to check that your personal details are all correct. If you've moved house or changed your details since you were last with us, this could mean that we're not able to process your winnings unless they are updated, so getting them in order first is always best practice. \u003c/p\u003e\n\u003cp\u003eSimply head to My Account \u0026gt; Manage Details. Here you'll see any warnings about your account details such as things you'll need to verify as well as your contact details, security and contact preferences. Check that the information is correct and if not, just click \"Edit\" to update them.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eChecking your payment information is correct...\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eOne of the most common changes we see from players who have been away for a while is that their payment method has expired. Obviously if your Deposit Method has expired then you won't be able to add funds to your account, but many of our players neglect to also check that their bank information is correct. \u003c/p\u003e\n\u003cp\u003eWe operate a closed loop policy with your money, meaning you can only withdraw to the payment method or bank account linked to the account that you deposit from. It's important to check both the Withdraw \u0026gt; Update Bank Details and the Deposit \u0026gt; Update / Add Method sections to make sure your payment details are up to date before funding your account. If these details are incorrect now, it may delay the processing of any withdrawals you make further down the line.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eGames \u0026amp; Promotions\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eWhile you've been away there have no doubt been changes to our library of games and also the promotions that we offer. It's always good to take some time to navigate around the site and just get yourself up to speed with what's going on. \u003c/p\u003e\n\u003cp\u003eWe've got a fantastic range of promotions available on our promotions tab and checking those first could see you bag a prize by playing your favourite games. We're also updating our games on a regular basis, and we might have something under our \"New Games\" section which catches your eye.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eKeep it responsible...\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eAs well as updating our games and features on site, we're always looking for more ways to protect our players. Whether it's controlling the amount of money or time you spend on site, we've got plenty of tools to help you have fun with us, whilst only spending the time and money that you can afford to spend.\u003c/p\u003e\n\u003cp\u003eHead to the Play Responsibly section to find out more about all of the tools we offer to help keep you playing safely and responsibly.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWe're always here to help...\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eWhether you've got a problem with a game, your funds, your controls or your details, we're always here to help. Not only do we have a wide range of FAQs that cover every possible question you might have, our dedicated 24/7 Customer Support team are also available at the click of a button so feel free to get in touch with us any time. \u003c/p\u003e\n\u003cp\u003eWe want your return to site to be as seamless as possible and whether it's a question, a problem or feedback, we're always available to talk.\u003c/p\u003e\n\u003c/div\u003e","user_segment_ids":[],"snippet":"account that you \u003cem\u003edeposit\u003c/em\u003e from. It's important to check both the Withdraw \u0026gt; Update Bank Details and the \u003cem\u003eDeposit\u003c/em\u003e \u0026gt; Update","result_type":"article"},{"id":360021009019,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/360021009019.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/360021009019-Where-do-I-send-my-documents-to-verify-my-income","author_id":363158649119,"comments_disabled":true,"draft":false,"promoted":false,"position":3,"vote_sum":13,"vote_count":241,"section_id":360005609700,"created_at":"2021-04-09T14:31:41Z","updated_at":"2026-06-09T16:05:15Z","name":"Where do I send my documents to verify my income?","title":"Where do I send my documents to verify my income?","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2024-12-18T14:20:59Z","user_segment_id":null,"permission_group_id":10432370294674,"content_tag_ids":[],"label_names":[],"body":"\u003cp\u003eWe want to make this process as seamless as possible, therefore we have provided three ways in which you can send us your documents.\u003c/p\u003e\u003cp\u003eTo verify your income, a recent bank statement in PDF format, which shows both your income and deposits to the site is usually required, however, it can vary, depending on the source of your income. Always refer to the email you have received from us, which will contain all the information we require to verify your account.\u003c/p\u003e\u003cp\u003eWhilst we understand that this process may feel intrusive, this isn’t our intention, we simply want to uphold our responsibilities and abide by the regulations laid out by the UK Gambling Commission, for the protection of yourself and for all our customers.\u003c/p\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eOption 1 – Email\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eYou can simply reply to the email received from us, requesting the documentation, alternatively, you have the option to send it via email at \u003ca href=\"mailto:docs@virgingames.com\" target=\"_blank\" rel=\"noopener noreferrer\"\u003edocs@virgingames.com\u003c/a\u003e.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eOption 2 – Live Chat\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eClick on the chat icon on the bottom right corner of the screen and select the 'Speak to Agent' option. You will be able to upload the documents securely through live chat and they will be passed to the verification team.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eOption 3 – Virtual Assistant – Upload Docs\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eClick on the chat button in the bottom right corner of your screen and when prompted, select the 'Verify My Documents’ option to upload your documents securely. Your documents will automatically get passed to our verification team.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eOption 4 - Online Form\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eYou can submit your documents via the online portal here on our help centre. To submit your documents this way, please \u003ca href=\"https://help.virgingames.com/hc/en-gb/requests/new?ticket_form_id=23320639989650\"\u003eClick Here\u003c/a\u003e. \u003c/p\u003e\u003c/div\u003e\u003cp\u003eRegardless of which option you choose, please rest assured that any information you provide will be treated as strictly confidential, in line with our Privacy Policy and would not be used for any other purpose than to fulfil our regulatory requirements.\u003c/p\u003e","user_segment_ids":[],"snippet":"statement in PDF format, which shows both your income and \u003cem\u003edeposits\u003c/em\u003e to the site is usually required, however, it can vary, depending","result_type":"article"},{"id":14367294521106,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/14367294521106.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/14367294521106-What-is-the-Refer-a-Friend-Scheme","author_id":363373910339,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":34,"vote_count":270,"section_id":360002892020,"created_at":"2023-10-12T07:32:27Z","updated_at":"2026-06-08T16:33:02Z","name":"What is the 'Refer a Friend' Scheme?","title":"What is the 'Refer a Friend' Scheme?","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2026-02-10T10:36:05Z","user_segment_id":null,"permission_group_id":8816009992210,"content_tag_ids":[],"label_names":[],"body":"\u003cp\u003eThe Refer a Friend Scheme offers a £20 bonus for inviting someone to join our site. You can refer up to 5 friends, which is a total of £100 for free!\u003c/p\u003e\u003cp\u003eTo find out more, click on the questions below:\u003c/p\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eHow do I get it?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eIn order for you to receive your referral bonus you must refer a friend to join the site.\u003c/p\u003e\n\u003cp\u003eThis friend must go on to deposit at least £10 and meet the wagering requirements on the site, so please take a look at the 'What are the wagering requirements?' section below.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eHow do I refer my friend?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eYou can refer your friend in two ways. If you head to the Refer a Friend → Send Referrals page onsite, you can generate a link that you can share with your friend for them to register. When they register through this link, the referral will be automatically linked.\u003c/p\u003e\n\u003cp\u003eAlternatively, your friend can input your username or email address when they're registering to the site.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eHow much can I earn?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eYou can earn £20 per referral, up to a maximum of £100 for 5 successful referrals. The Refer a Friend bonus will be credited to your account as soon as the new player’s wagering requirement is met.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhat are the wagering requirements?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eThe wagering requirement only needs to be met by the person being referred and is £50, which must be played on eligible games.\u003c/p\u003e\n\u003cp\u003eOnly \u003cstrong\u003eBingo\u003c/strong\u003e, \u003cstrong\u003eSlingo\u003c/strong\u003e and \u003cstrong\u003eSlot\u003c/strong\u003e games contribute towards the Refer a Friend wagering requirement, and they contribute 100% of each wager amount. All other games, including Poker, Casino, Live Casino, Roulette, Blackjack, Instants and Sports betting, do not contribute. \u003c/p\u003e\n\u003cdiv class=\"table-responsive\"\u003e\u003cfigure class=\"wysiwyg-table wysiwyg-table-align-left\" style=\"width: 100%;\"\u003e\u003ctable class=\"wysiwyg-table-resized\" style=\"margin-left: 0px; margin-right: auto;\"\u003e\n\u003ccolgroup\u003e\n\u003ccol style=\"width: 52%;\"\u003e\n\u003ccol style=\"width: 26%;\"\u003e\n\u003ccol style=\"width: 22%;\"\u003e\n\u003c/colgroup\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd\u003e\u003cstrong\u003eGame\u003c/strong\u003e\u003c/td\u003e\n\u003ctd\u003e\u003cstrong\u003eContribution %\u003c/strong\u003e\u003c/td\u003e\n\u003ctd\u003e\u003cstrong\u003eAmount your friend would need to wager\u003c/strong\u003e\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eBingo\u003c/td\u003e\n\u003ctd\u003e100%\u003c/td\u003e\n\u003ctd\u003e£50\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eSlingo\u003c/td\u003e\n\u003ctd\u003e100%\u003c/td\u003e\n\u003ctd\u003e£50\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eSlots\u003c/td\u003e\n\u003ctd\u003e100%\u003c/td\u003e\n\u003ctd\u003e£50\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eAll other games\u003c/td\u003e\n\u003ctd\u003e0%\u003c/td\u003e\n\u003ctd\u003eNo amount will contribute\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\u003c/figure\u003e\u003c/div\u003e\n\u003c/div\u003e","user_segment_ids":[],"snippet":"refer a friend to join the site. This friend must go on to \u003cem\u003edeposit\u003c/em\u003e at least £10 and meet the wagering requirements on the site","result_type":"article"},{"id":14314905229074,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/14314905229074.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/14314905229074-How-do-the-Daily-and-Monthly-Games-work","author_id":363373910339,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":-56,"vote_count":260,"section_id":360002915299,"created_at":"2023-10-10T07:38:44Z","updated_at":"2026-06-14T01:27:45Z","name":"How do the Daily and Monthly Games work?","title":"How do the Daily and Monthly Games work?","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2026-03-19T09:01:37Z","user_segment_id":null,"permission_group_id":8816009992210,"content_tag_ids":[],"label_names":[],"body":"\u003cp\u003eSo long as you have deposited a minimum of £10 in the lifetime of your account, you will be able to play our Daily \u0026amp; Monthly Games where you'll have the opportunity to win cash prizes! \u003c/p\u003e\u003cp\u003eTo find out more about how they work, click on the options below: \u003c/p\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eHow do they work?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eThe game takes place on a grid, and the aim is to uncover symbols which match up to prizes! Each day you can choose six new squares, which will reveal six symbols. Uncover matching symbols to win cash prizes!\u003c/p\u003e\n\u003cp\u003eYou will earn one pick for each day that you have played the Daily Game. These picks will then be available to be used on the special Monthly Game. The number of picks you get is dependent on the number of days you complete the Daily Game.\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhen can I find them?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eSimply log into the site and head to the home page. From there, you'll be able to play the daily game! \u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhat are Instant Wins?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eInstant wins give the extra chance to win even more prizes!\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhy haven't I won from my daily game?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eOur Daily Game is a reward feature that offers extra benefits as you play, so the prizes you receive — and how often you receive them — may vary and aren’t guaranteed.\u003c/p\u003e\n\u003cp\u003eThe prizes you win depend on the squares you select — some weeks you may land more of the top ones than others. Either way, any prize you receive is an added bonus for you to enjoy.\u003c/p\u003e\n\u003c/div\u003e","user_segment_ids":[],"snippet":"So long as you have \u003cem\u003edeposited\u003c/em\u003e a minimum of £10 in the lifetime of your account, you will be able to play our Daily \u0026amp;","result_type":"article"},{"id":14393382325650,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/14393382325650.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/14393382325650-How-can-I-use-my-Free-Spins","author_id":363373910339,"comments_disabled":true,"draft":false,"promoted":true,"position":0,"vote_sum":-612,"vote_count":1432,"section_id":360005609940,"created_at":"2023-10-13T08:00:03Z","updated_at":"2026-06-20T09:14:36Z","name":"How can I use my Free Spins?","title":"How can I use my Free Spins?","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2026-02-06T15:14:49Z","user_segment_id":null,"permission_group_id":8816009992210,"content_tag_ids":[],"label_names":[],"body":"\u003cp\u003eThroughout your time with us, you may find yourself as a recipient of Free Spins from one of the promotions we offer to you. To find out how to use your Free Spins, simply click on the relevant option below: \u003c/p\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eFree Spins awarded from the Welcome Offer\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eOnce you have deposited and wagered £10, your 30 Free Spins will be automatically credited to your account. You can claim them by heading to Double Bubble. If you're experiencing any difficulty claiming your Free Spins from the Welcome Offer, please click \u003ca href=\"https://help.virgingames.com/hc/en-gb/articles/14367176637970\" target=\"_self\"\u003e\u003cstrong\u003ehere\u003c/strong\u003e\u003c/a\u003e.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eFree Spins awarded from Slot Masters\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eFree Spins won via Slot Masters are typically credited within \u003cstrong\u003e72 hours\u003c/strong\u003e of the tournament ending.\u003c/p\u003e\n\u003cp\u003eTo use your Slot Masters prize:\u003c/p\u003e\n\u003cul\u003e\n\u003cli data-list-item-id=\"e00279bba9b83db1efcaee4f6cc71531b\"\u003eSearch for the game: \u003cstrong\u003eFishin' Frenzy The Big Catch 2\u003c/strong\u003e.\u003c/li\u003e\n\u003cli data-list-item-id=\"efbd6fc6dcb53176fbcbb03611ba0eab4\"\u003eOnce the game loads, your spins will be waiting for you.\u003c/li\u003e\n\u003cli data-list-item-id=\"e86857ddf5e132281ad8395608f984a23\"\u003ePlease note these spins are valid for \u003cstrong\u003e72 hours\u003c/strong\u003e once credited.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eFree Spins awarded from another promotion\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eIf you have been awarded your Free Spins from another onsite promotion, how you claim your reward will depend on the rules of that promotion. Simply check your emails or the terms of the promotion to find out what game you need to play to claim your Free Spins.\u003c/p\u003e\u003c/div\u003e","user_segment_ids":[],"snippet":"Free Spins awarded from the Welcome Offer Once you have \u003cem\u003edeposited\u003c/em\u003e and wagered £10, your 30 Free Spins will be automatically","result_type":"article"},{"id":14393443515538,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/14393443515538.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/14393443515538-What-promotions-can-I-take-part-in","author_id":363373910339,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":4,"vote_count":138,"section_id":360005609940,"created_at":"2023-10-13T08:01:28Z","updated_at":"2026-06-17T16:17:02Z","name":"What promotions can I take part in?","title":"What promotions can I take part in?","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2026-02-10T10:37:11Z","user_segment_id":null,"permission_group_id":8816009992210,"content_tag_ids":[],"label_names":[],"body":"\u003cp\u003eHere at Virgin Games we offer an exciting variety of promotions that you're able to take part in. You can find what's available to you by heading to the Promotions page!\u003c/p\u003e\u003cp\u003ePlease click on the options below to find out more about our offers: \u003c/p\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eBox Bonanzas\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eDuring your time with us, you will most likely come across our most popular reward - a Box Bonanza! These are awarded through the promotions that you take part in and give you an opportunity to potentially win a cash prize.\u003c/p\u003e\n\u003cp\u003eTo find out more about Box Bonanza's, please \u003ca href=\"https://help.virgingames.com/hc/en-gb/articles/360020993300\"\u003e\u003cstrong\u003eclick here\u003c/strong\u003e\u003c/a\u003e. \u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eCashback\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eCashback promotions give you the opportunity to win some cash back from your gameplay. You'll typically have to wager a certain amount of money on a particular game(s) and for any losses, you'll receive a certain amount back as cash. \u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eSharepots\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eEarn yourself a guaranteed share of a pot of cash in our Sharepot promotions. Simply wager the amount specified in the promotion to receive a share of the pot within 72 hours of the promotion ending, though you can typically expect to receive your share within 24 hours.  \u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eFree Games\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eAll of our players who have made their initial £10 deposit will be eligible to take part in our Daily \u0026amp; Monthly Free Games where you'll have the opportunity to win Cash Prizes!\u003c/p\u003e\n\u003cp\u003eWe have created a handy article which will cover all your questions \u003ca href=\"https://help.virgingames.com/hc/en-gb/articles/14314905229074\"\u003e\u003cstrong\u003ehere\u003c/strong\u003e\u003c/a\u003e. \u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eFree Spins\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eFree Spins can be awarded on Virgin Games through the Welcome Offer and other Promotions running onsite! You can find out how to claim them by \u003ca href=\"https://help.ballycasino.co.uk/hc/en-gb/articles/12498765931154\" target=\"_self\"\u003e\u003cstrong\u003eclicking here\u003c/strong\u003e\u003c/a\u003e. \u003c/p\u003e\u003c/div\u003e\u003cp\u003eWe would recommend that you check the Terms of any promotions before opting in to ensure that you'll meet the requirements to be in with a chance of receiving a reward.\u003c/p\u003e","user_segment_ids":[],"snippet":"Games All of our players who have made their initial £10 \u003cem\u003edeposit\u003c/em\u003e will be eligible to take part in our Daily \u0026amp; Monthly","result_type":"article"},{"id":14367176637970,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/14367176637970.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/14367176637970-I-ve-had-an-issue-with-the-Welcome-Offer","author_id":363373910339,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":-491,"vote_count":637,"section_id":360002914979,"created_at":"2023-10-12T07:28:20Z","updated_at":"2026-06-17T18:08:00Z","name":"I've had an issue with the Welcome Offer...","title":"I've had an issue with the Welcome Offer...","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2026-03-03T12:02:20Z","user_segment_id":null,"permission_group_id":8816009992210,"content_tag_ids":[],"label_names":[],"body":"\u003cp\u003eWe understand that you have experienced an issue with the Welcome Offer. Click on one of the options below to find out why this may be: \u003c/p\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhy haven't I received my Free Spins?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eTo receive your Free Spins or Tickets, please ensure that you have opted-in on the Deposit page. Once you're onsite, deposit a minimum of £10 and then wager this on slots. Once £10 has been wagered, you will receive a pop up message saying your Free Spins or Tickets are now available for you to use. \u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhy can't I play my Free Spins after they have been credited to my account?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eOnce you've wagered £10 on slots, the Free Spins are credited immediately to your account. If you're unable to play them, you may need to clear your Temporary Internet Files and Cookies. You can find a step-by-step guide on how to do this\u003ca href=\"https://help.virgingames.com/hc/en-gb/articles/360020987080\"\u003e\u003cstrong\u003e here\u003c/strong\u003e\u003c/a\u003e. \u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eMy game crashed during my Free Spins\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eFrom time-to-time, technical errors may occur during your game. This can happen for a number of reasons, such as a dip in your internet connection or a caching error. Thankfully, all of your games will play out successfully on our secure servers. You can double-check the result of your Free Spins by heading to My Account \u0026gt; History \u0026gt; Game History. If there is no green tick next to the game round, you will be able to re-enter the game and continue playing your spins.\u003cbr\u003e\u003cbr\u003eBefore re-entering the game, we would advise that you clear your Temporary Internet Files and Cookies. You can find out how to do this \u003ca href=\"https://help.virgingames.com/hc/en-gb/articles/360020987080\"\u003e\u003cstrong\u003ehere\u003c/strong\u003e\u003c/a\u003e. \u003c/p\u003e\u003c/div\u003e","user_segment_ids":[],"snippet":"please ensure that you have opted-in on the \u003cem\u003eDeposit\u003c/em\u003e page. Once you're onsite, \u003cem\u003edeposit\u003c/em\u003e a minimum of £10 and then wager this on","result_type":"article"},{"id":14314754162962,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/14314754162962.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/14314754162962-Source-of-Funds-Verification-Process-Common-Questions","author_id":363373910339,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":-14,"vote_count":142,"section_id":360005609700,"created_at":"2023-10-10T07:32:44Z","updated_at":"2026-06-20T04:26:34Z","name":"Source of Funds Verification Process: Common Questions","title":"Source of Funds Verification Process: Common Questions","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2024-08-16T13:20:16Z","user_segment_id":null,"permission_group_id":8816009992210,"content_tag_ids":[],"label_names":[],"body":"\u003cp\u003eWe appreciate that providing documents to verify your source of funds can be confusing and we've compiled a list of common questions about the process.\u003c/p\u003e\n\u003cp\u003eWhilst we understand that this process may feel intrusive, this isn’t our intention, we simply want to uphold our responsibilities and abide by the regulations laid out by the UK Gambling Commission, for the protection of yourself and for all our customers.\u003c/p\u003e\n\u003cdiv class=\"accordion\"\u003e\n\u003cp\u003e\u003cstrong\u003eDo all the members have to go through this process?\u003c/strong\u003e\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eThis verification process is something that all members on our sites are subject to in one form or another. Some members would enter this process sooner, others later, depending on multiple factors. It is mentioned in our terms and conditions, that we can request documentation at any time, and this is agreed to, upon the creation of the account.\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv class=\"accordion\"\u003e\n\u003cp\u003e\u003cstrong\u003eWhat information do you require from me?\u003c/strong\u003e\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eUsually, we would require information regarding employment status, occupation, and monthly income. Additionally, we need to see documents to confirm how play on site is funded.\u003c/p\u003e\n\u003cp\u003eOften, these documents would be bank statements in PDF format, which must show both your regular income and deposits on the site. Depending on the source of your income, there could be situations where more documents could be required (e.g. Self-assessment)\u003c/p\u003e\n\u003cp\u003eAlways refer to the email you have received from us, which will contain all the information we require to verify your account.\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv class=\"accordion\"\u003e\n\u003cp\u003e\u003cstrong\u003eWhy do you need my employment information?\u003c/strong\u003e\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eTo ensure a fair and safe environment for all our members, we need to have a clear understanding of their financial situation. Therefore, we need to gather information regarding employment and other additional funds that might be used to finance the activity on our sites, like inheritance, savings, investments, etc.\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv class=\"accordion\"\u003e\n\u003cp\u003e\u003cstrong\u003eWhy do I need to provide documents to verify my account? This information is private and confidential\u003c/strong\u003e\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eBeing a UK licensed and regulated gambling operator we have an obligation to obtain information and documents regarding the source of funds members use to play on the site. As a licensing requirement of the UK Gambling Commission, all other gambling operators in the UK will be asking you for the same information at some point.\u003c/p\u003e\n\u003cp\u003eRest assured information that you provide will be treated as strictly confidential in line with our Privacy Policy and will not be used for any other purpose than to fulfil our regulatory requirements.\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv class=\"accordion\"\u003e\n\u003cp\u003e\u003cstrong\u003eI just had a conversation with the CDD team, why do you require more information?\u003c/strong\u003e\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eTo comply with regulatory requirements, we are required to verify any source of funds that are used to deposit on our sites and to evidence that a member does have sufficient funds to support any gambling activity. This process includes documentation requests and verbal interactions with our members.\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv class=\"accordion\"\u003e\n\u003cp\u003e\u003cstrong\u003eI've provided documents to verify my income, what happens next?\u003c/strong\u003e\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eOnce we receive the documents, we proceed to review them, and we will get in touch with you, within the advised period. Please rest assured that we're working as quick as we can and will be in touch with you as soon as possible.\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv class=\"accordion\"\u003e\n\u003cp\u003e\u003cstrong\u003eHow will you use the information I send, and will it be safe?\u003c/strong\u003e\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eAll information provided by you will be treated as strictly confidential in line with our Privacy Policy and would not be used for any other purpose than to fulfil our regulatory requirements. The process is handled securely by our Customer Due Diligence team and the information you provide is only used to help understand how you have been funding your gambling with us.\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv class=\"accordion\"\u003e\n\u003cp\u003e\u003cstrong\u003eOther operators did not ask me to complete a verification process, why do you?\u003c/strong\u003e\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eThis process is not unique to ourselves. All UK gaming sites are required to adhere to these regulatory requirements. You can find further information on the UK Gambling Commission’s website \u003ca href=\"https://www.gamblingcommission.gov.uk/public-and-players/guide/page/why-gambling-businesses-want-to-know-about-your-finances\" target=\"_blank\" rel=\"noopener noreferrer\"\u003e\u003cstrong\u003ehere\u003c/strong\u003e\u003c/a\u003e.\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv class=\"accordion\"\u003e\n\u003cp\u003e\u003cstrong\u003eI don’t want to complete the verification process. What will happen next?\u003c/strong\u003e\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eIf you do not wish to send documentation, it is your right to choose, and we completely respect this decision. However, we may apply restrictions. We understand that this may be disheartening. Nevertheless, we can assure you that we take these measures with our regulatory and legal requirements in mind.\u003c/p\u003e\n\u003cp\u003eIf you change your mind, you can always resume the verification process on your account. However, you must complete the process in full for the restrictions to be reviewed.\u003c/p\u003e\n\u003c/div\u003e\n\u003cp\u003eIf you are satisfied with the information provided and wish to proceed with the Source of Funds Verification Process, please press the chat icon on the bottom right side of this page and choose the Customer Due Diligence option to contact our CDD team, which will gladly assist you.\u003c/p\u003e","user_segment_ids":[],"snippet":"PDF format, which must show both your regular income and \u003cem\u003edeposits\u003c/em\u003e on the site. Depending on the source of your income, there","result_type":"article"},{"id":360009969780,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/360009969780.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/360009969780-Withdrawals-All-you-need-to-know","author_id":362848579499,"comments_disabled":true,"draft":false,"promoted":true,"position":9,"vote_sum":-488,"vote_count":2204,"section_id":360002884240,"created_at":"2019-10-16T10:27:17Z","updated_at":"2026-06-20T09:14:09Z","name":"Withdrawals: All you need to know","title":"Withdrawals: All you need to know","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2026-02-10T12:03:15Z","user_segment_id":null,"permission_group_id":9914243179666,"content_tag_ids":[],"label_names":["Withdrawal","Winnings","Debit Card","PayPal","Bank","Withdraw","Withdrawing Balance","Mastercard","Withdrawal Timescales","Maximum Withdrawal","Bank Holidays","Christmas","Easter","TandC"],"body":"\u003cp\u003eIn this article we have put together everything you could possibly need to know about withdrawing your winnings from the site! Simply click on the question below to find out more:\u003c/p\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhen can I request a withdrawal?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eYou can withdraw from your account at any time, provided you have over £10 in your account balance which is not bound by a wagering requirement and you have no outstanding verification requests.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003ePlease note that for security reasons, we operate a \"Closed Loop\" policy which means you must withdraw back to the last method that you deposited from. If you have used a method where this is not possible, such as Google Pay, you may be asked to provide documents. \u003c/strong\u003e\u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eHow do I withdraw?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n  \u003cp\u003e\n    To make a withdrawal simply go to My Account \u0026gt; Withdraw and enter the\n    amount of funds you want to withdraw. The maximum amount that can be processed\n    in one transaction depends on your withdrawal method, as shown in the table\n    below: \n  \u003c/p\u003e\n  \u003cfigure class=\"table\" style=\"height: 364px;\"\u003e\n    \u003ctable style=\"border-spacing: 0px;\" width=\"621\"\u003e\n      \u003ctbody\u003e\n        \u003ctr style=\"height: 76px;\"\u003e\n          \u003ctd style=\"padding: 0px; width: 83.375px; height: 76px;\"\u003e\n            \u003cstrong\u003eDeposit Method\u003c/strong\u003e\n          \u003c/td\u003e\n          \u003ctd style=\"padding: 0px; width: 100.578px; height: 76px;\"\u003e\n            \u003cstrong\u003eMinimum Withdrawal\u003c/strong\u003e\n          \u003c/td\u003e\n          \u003ctd style=\"padding: 0px; width: 116.797px; height: 76px;\"\u003e\n            \u003cstrong\u003eMaximum Withdrawal per transaction\u003c/strong\u003e\n          \u003c/td\u003e\n          \u003ctd style=\"padding: 0px; width: 134.586px; height: 76px;\"\u003e\n            \u003cstrong\u003eBank option available?\u003c/strong\u003e\n          \u003c/td\u003e\n          \u003ctd style=\"padding: 0px; width: 129.664px; height: 76px;\"\u003e\n            \u003cstrong\u003eMaximum Withdrawal per Bank transaction?\u003c/strong\u003e\n          \u003c/td\u003e\n        \u003c/tr\u003e\n        \u003ctr style=\"height: 26px;\"\u003e\n          \u003ctd style=\"padding: 0px; width: 83.375px; height: 26px;\"\u003eApplePay / Google Pay\u003c/td\u003e\n          \u003ctd style=\"padding: 0px; width: 100.578px; height: 26px;\"\u003e£10\u003c/td\u003e\n          \u003ctd style=\"padding: 0px; width: 116.797px; height: 26px;\"\u003e£25,000\u003c/td\u003e\n          \u003ctd style=\"padding: 0px; width: 134.586px; height: 26px;\"\u003e\n            Yes - required (cannot withdraw back through Google\n            Pay)\n          \u003c/td\u003e\n          \u003ctd style=\"padding: 0px; width: 129.664px; height: 26px;\"\u003e£250,000\u003c/td\u003e\n        \u003c/tr\u003e\n        \u003ctr style=\"height: 101px;\"\u003e\n          \u003ctd style=\"padding: 0px; width: 83.375px; height: 101px;\"\u003eVisa Debit\u003c/td\u003e\n          \u003ctd style=\"padding: 0px; width: 100.578px; height: 101px;\"\u003e£10\u003c/td\u003e\n          \u003ctd style=\"padding: 0px; width: 116.797px; height: 101px;\"\u003e£25,000\u003c/td\u003e\n          \u003ctd style=\"padding: 0px; width: 134.586px; height: 101px;\"\u003e\n            Yes - if card is non-withdrawable or balance is over £50,000\n          \u003c/td\u003e\n          \u003ctd style=\"padding: 0px; width: 129.664px; height: 101px;\"\u003e£250,000\u003c/td\u003e\n        \u003c/tr\u003e\n        \u003ctr style=\"height: 101px;\"\u003e\n          \u003ctd style=\"padding: 0px; width: 83.375px; height: 101px;\"\u003eMastercard Debit\u003c/td\u003e\n          \u003ctd style=\"padding: 0px; width: 100.578px; height: 101px;\"\u003e£10\u003c/td\u003e\n          \u003ctd style=\"padding: 0px; width: 116.797px; height: 101px;\"\u003e£25,000\u003c/td\u003e\n          \u003ctd style=\"padding: 0px; width: 134.586px; height: 101px;\"\u003e\n            Yes - if card is non-withdrawable or balance is over £50,000\n          \u003c/td\u003e\n          \u003ctd style=\"padding: 0px; width: 129.664px; height: 101px;\"\u003e£250,000\u003c/td\u003e\n        \u003c/tr\u003e\n      \u003c/tbody\u003e\n    \u003c/table\u003e\n  \u003c/figure\u003e\n  \u003cp\u003e \u003c/p\u003e\n  \u003cp\u003e \u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eHow long will it take for my withdrawal to clear?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cul\u003e\n\u003cli data-list-item-id=\"ed472156cab71c5487e2cbd8f223d8e13\"\u003e\n\u003cstrong\u003eVisa Debit card\u003c/strong\u003e – We’ll process your winnings within 4-24 hours. Once processed, if your provider allows Visa Direct, you'll receive your funds within 4 hours. Otherwise, please allow up to 3 working days. \u003c/li\u003e\n\u003cli data-list-item-id=\"e4c657bf1fbd8866fa605d50c5f0a8d0f\"\u003e\n\u003cstrong style=\"font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;\"\u003eBank Account - \u003c/strong\u003e\u003cspan style=\"font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;\"\u003eWe’ll process your winnings within 4-24 hours and once processed, it will take up to 1 working day to clear back to your bank account.\u003c/span\u003e\n\u003c/li\u003e\n\u003cli data-list-item-id=\"eef9cd407ae336812f564c223c801870c\"\u003e\n\u003cstrong\u003eMastercard - \u003c/strong\u003eWe’ll process your winnings within 4-24 hours and once processed, it will take up to 1 working day to clear back to your bank account. \u003c/li\u003e\n\u003cli data-list-item-id=\"ed2f2561b535a6e4ed240394906e32c69\"\u003e\n\u003cstrong\u003eApple Pay\u003c/strong\u003e - We’ll process your winnings within 4-24 hours and once processed, it will normally clear in your account within 24 hours.\u003c/li\u003e\n\u003c/ul\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eIs my withdrawal affected by Bank Holidays?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eYes, if you have withdrawn via card or bank. Unfortunately some issuers do not update your bank account straight away. Rest assured, any payments will clear within 3 working days once processed.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eCan I check on my withdrawal?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eOf course! You can keep an eye on this by going to My Account \u0026gt; History \u0026gt; Payment History. Here you will see a different status next to your withdrawal amount, depending on the progress of this:\u003c/p\u003e\n\u003cul\u003e\n\u003cli data-list-item-id=\"e5af1bb1f6fa9a913b2e461bc8b82fdc1\"\u003e\n\u003cstrong\u003eRequested:\u003c/strong\u003e Your withdrawal has not yet been processed by us.\u003c/li\u003e\n\u003cli data-list-item-id=\"ed2d8a311043a4d35636461fc36b9cc6b\"\u003e\n\u003cstrong style=\"font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;\"\u003eProcessed:\u003c/strong\u003e\u003cspan style=\"font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;\"\u003e Your funds have been processed by us, but it has not yet been received by your payment provider.\u003c/span\u003e\n\u003c/li\u003e\n\u003cli data-list-item-id=\"eee5fe48c47c7035aaf89232f287edc8a\"\u003e\n\u003cstrong style=\"font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;\"\u003eSuccess:\u003c/strong\u003e\u003cspan style=\"font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;\"\u003e This means your payment provider’s automated systems have received the funds and they will be in your available balance soon.\u003c/span\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eYou can see more \u003ca href=\"https://help.virgingames.com/hc/en-gb/articles/360020985020\"\u003e\u003cstrong\u003ehere\u003c/strong\u003e\u003c/a\u003e. \u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhat if I haven’t received my withdrawal?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eIf you haven’t received your withdrawal yet, please recheck the timescales and double check your bank/e-wallet statement. If the funds have not cleared your account within five working days we are able to investigate further with our technical teams.\u003c/p\u003e\n\u003cp\u003eIf your withdrawal has failed we will notify you via e-mail and your money will return to your account balance. You can see more \u003ca href=\"https://help.virgingames.com/hc/en-gb/articles/14453239943954\"\u003e\u003cstrong\u003ehere\u003c/strong\u003e\u003c/a\u003e. \u003c/p\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eHow can I cancel my withdrawal?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eOnce you have requested a withdrawal, you will not be able to cancel it and you'll have to allow the above timescales to pass for the funds to reach your bank account. \u003c/p\u003e\u003c/div\u003e\u003cp\u003e \u003c/p\u003e","user_segment_ids":[],"snippet":"means you must withdraw back to the last method that you \u003cem\u003edeposited\u003c/em\u003e from. If you have used a method where this is not possible","result_type":"article"},{"id":13137839947026,"url":"https://virgingames.zendesk.com/api/v2/help_center/en-gb/articles/13137839947026.json","html_url":"https://help.virgingames.com/hc/en-gb/articles/13137839947026-What-limits-are-on-my-account","author_id":363373910339,"comments_disabled":true,"draft":false,"promoted":true,"position":0,"vote_sum":-3163,"vote_count":12705,"section_id":360002915079,"created_at":"2023-08-17T12:48:16Z","updated_at":"2026-06-20T03:51:19Z","name":"What limits are on my account?","title":"What limits are on my account?","source_locale":"en-gb","locale":"en-gb","outdated":false,"outdated_locales":[],"edited_at":"2026-02-10T10:36:54Z","user_segment_id":null,"permission_group_id":8816009992210,"content_tag_ids":[],"label_names":[],"body":"\u003cp\u003e\u003cspan style=\"background-color: rgb(255,255,255); color: rgb(0,0,0);\"\u003eWe believe that playing for fun and being in a safe environment goes hand in hand and as a safety net, we not only allow you to set a limit on your account, but we also set a limit that you're able to spend. The amount that we set on your account can vary, but this offers another layer of protection, and we always encourage you to set your own limits as well, based on your own assessment of what's affordable. If the limit set by us is lower than the one you have set, it will take precedence over any limits you have set yourself. \u003c/span\u003e\u003c/p\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eCan I change my limits?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eYou're able to change your own limits whenever is suitable for you via the My Account section on the website, however, in order to increase or decrease the limit we have set on your account, you'd need to contact our Customer Due Diligence team.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWill the limit change immediately?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eIf you change the limit yourself, and the value or frequency has been decreased, these changes should take effect immediately. If you are increasing the value of your limit or the frequency (e.g., from weekly to daily), this change will take effect at midnight after 24 hours have passed. For example, if you request an increase at 3:00 PM today, your new spend limit will apply from midnight tomorrow. Any changes we make to the limit we have set on your account would be effective immediately.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eHow is my limit calculated?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eBoth the limits set by you, and by us, are calculated based on your \"net position\". This is simply the amount you have deposited within the specified period, minus any withdrawals. For example, if you set a limit of £100 per month and since the limit started you have deposited £80 and withdrawn £30, you'll have £50 of your limit remaining (£80 - £30 = £50). The most you would be able to spend would be £100 in total.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhat if I don't use all of my limit?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eThis is absolutely fine. Your Spend Limit is the maximum that you would be able to spend during the specified period, so you can always decide to spend less. You can lower your limit at any time by going to the My Account section on site. Any decreases in value of frequency will take effect immediately.\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhat if I spend more than my limit?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eIt's impossible to spend more than the assigned Spend Limit within your account. The amount you can spend in total is dictated by a combination of both the limit you set and the limit we set. You will never to be allowed to spend more than the lower of those two values. For example, if you were to set a £10 per week limit and we set a £100 per month limit, the most you would be able to spend is £10 per week as that is the lesser of the two values. \u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eWhat should I do if I want to increase the limit that you have set for me?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\n\u003cp\u003eThe majority of our customers use their regular monthly income to play onsite and therefore, if you are looking to increase the limit that we have set on your behalf, then we would need proof of your income through a recent bank statement. Please contact our Customer Due Diligence team to discuss your account. The available options to you are: \u003c/p\u003e\n\u003cul\u003e\n\u003cli data-list-item-id=\"e1541ddec2ddd89094cd506601a2db353\"\u003eVia \u003cstrong style=\"box-sizing: border-box; font-weight: bolder;\"\u003ePhone \u003c/strong\u003eon \u003cstrong style=\"box-sizing: border-box; font-weight: bolder;\"\u003e01782 983221 \u003c/strong\u003e(UK) or \u003cstrong\u003e+353 1 800 849289\u003c/strong\u003e (\u003cspan data-teams=\"true\"\u003eRepublic of Ireland\u003c/span\u003e) – our team is available 24/7.\u003c/li\u003e\n\u003cli data-list-item-id=\"e0ae3128f50a02d5c6726be7f9089bffe\"\u003eVia \u003cstrong style=\"box-sizing: border-box; font-weight: bolder;\"\u003eLive Chat \u003c/strong\u003eby clicking the chat icon on the bottom right corner of the screen and choose the Customer Due Diligence option - available between 8AM and 8PM.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\u003cdiv class=\"accordion\"\u003e\u003cp\u003e\u003cstrong\u003eAm I allowed to remove my Spend Limit?\u003c/strong\u003e\u003c/p\u003e\u003c/div\u003e\u003cdiv class=\"panel\"\u003e\u003cp\u003eWe always recommend that our players have their own limit as well as the limit which is set by us, however it is possible to set no Spend Limit from your side. You would then simply be covered by the limit which we have set for you. To change this \u003cspan style=\"color: #2F3941;\"\u003eplease contact our Customer Due Diligence team on 01782 983221 (24 hours) or through \u003cstrong\u003eLive Chat\u003c/strong\u003e (8am - 8pm – available in the bottom right-hand corner of the screen) where one of our friendly team will be happy to help. \u003c/span\u003e\u003c/p\u003e\u003c/div\u003e\u003cp\u003e \u003c/p\u003e","user_segment_ids":[],"snippet":"your \"net position\". This is simply the amount you have \u003cem\u003edeposited\u003c/em\u003e within the specified period, minus any withdrawals. For","result_type":"article"}]}