If, at any time you have cause for complaint, your first port of call should be our 24-hour Customer Support Team. Our trained and experienced staff are available 365 days a year and are always happy to help and investigate the cause of your concerns. You can contact them via any of the following methods:

• Live Chat - click 'Chat with Us' button at the bottom of the screen
• Email - click the 'Email Us' button at the bottom of the screen

We may need to verify that the complaint has come from an account holder or has been raised with approval of the account holder, so you may be asked to provide us with documentation first.

Although it is likely that your complaint will be resolved by our Customer Support Team, we realise that it is not always possible, so there are three easy steps you can take.

Step 1

At Step 1 of the Complaints Process, this is where we consider your complaint to begin. If you are dissatisfied with the information our Customer Support Team has provided, you can ask them to escalate your complaint to Step 1 of the Complaints Process via a phone call, Live Chat, or you can email support@virgingames.com. You will need to:

• Outline why you are unhappy.
• Provide any supporting documentation.
• Outline what you expect as a resolution to your complaint.

Once this has been escalated, it can take up to 5 working days for our Complaints Team to get in touch, usually via a call-back, but they will always try and contact you at the earliest available opportunity.

We always seek to resolve any complaints internally and we hope that you will not need to progress beyond Step 1. However, if you remain unhappy, you have got the option to proceed quickly to the next stage.

Step 2

If you feel your complaint has not been resolved to your satisfaction, you can escalate your complaint to Step 2 by writing to Gamesys Operations Limited, the licensed operator of Virgin Games. To aid the licensed operator in reviewing your complaint fairly and reasonably, you will need to:

• Explain why you are dissatisfied.
• Provide any supporting evidence you may hold.
• Outline what your preferred outcome would be.

Please note, if you have not spoken to a member of our Customer Support Team or our Complaints Team prior to this stage, your complaint will be redirected to the relevant stage.

Our Customer Support Team and Complaints Team are unable to escalate your complaint to Step 2 on your behalf, so you will need to either:

Email: complaints@virgingames.com

Write to: Managing Director’s Office,
               Gamesys Operations Limited,
               Suite 2, Floor 4,
               Waterport Place,
               Gibraltar,
               GX11 1AA

We always aim to provide a full response within 10 working days, but if there is a reason for further delay, we will keep you informed and let you know how the investigation is progressing. Steps 1 and 2 will take no more than eight weeks to complete. However, there may be times when we require additional information from you, and should you not respond to our reasonable requests, this may extend the overall timeframe to resolve your complaint.    

The Managing Director’s Office will personally review the details of your complaint in all cases, and we will send you a letter confirming our final response. It is expected that this process will bring the matter to a mutually agreeable solution, but if you remain unhappy then you can progress to the final stage of the Complaints Process.

Step 3

We have appointed eCOGRA as our Alternative Dispute Resolution (ADR) service, with the approval of the Gambling Commission of Great Britain. eCOGRA will consider any complaint made against our service. We will fully co-operate and support any investigations they may undertake. Please note that in order to escalate your complaint to eCOGRA you must have completed the first two stages of our Complaints Process.

You can register your complaint with eCOGRA by following their process as outlined via this link: https://ecogra.org/forms/adr-dispute-step-1, or by contacting eCOGRA at:

2/F Berkeley Square House
Berkeley Square
London
W1J 6BD

By email: info@ecogra.org