What is Virgin Games’ Internal Complaint Procedure?

If, at any time you have cause for complaint, you can contact Customer Support 24 hours a day, 365 days a year using any one of three simple ways; Live Chat, email or telephone, where our trained and experienced staff will be happy to help. We may need to verify that the complaint has come from an account holder or has been raised with approval from the account holder.

You can do this via the following methods:

• Live Chat - click 'Chat with Us' button at the bottom of the screen
• Freephone number 0800 083 1833 (available from 09:00 - 22:00)
• Email - click the 'Email Us' button at the bottom of the screen

Although it is likely that your complaint will be resolved at the first stage in the procedure, we realise that it is not always possible, so there are 3 easy steps you can take:

What happens at Step 1 of the Complaint Procedure?

If you wish to take your complaint further after speaking to a Customer Support adviser, you could submit your complaint to support@virgingames.com and we would then offer to arrange a call-back or email response with a member of our Complaints Team. Alternatively, we can raise a Step 1 complaint to our Complaints Team following a call or Live Chat.

Once your complaint has been raised with them, we advise up to 5 working days for this to be reviewed, but they would be in touch with you to address your concerns as soon as possible. We always seek to resolve any complaints internally and we hope that you will not then need to progress beyond this first step. However, if you remain unhappy, we want you to let us know so that your complaint can proceed quickly to the next stage.

What happens at Step 2 of the Complaint Procedure?

If you feel that your complaint has not been resolved to your satisfaction, it can be progressed to the next stage by writing to Gamesys Operations Limited, the licensed operator of Virgin Games. You will need to outline why you remain dissatisfied, and the licensed operator will ensure that your complaint is reviewed objectively, fairly and reasonably.

Please note that if you have not gone through Step 1, they will ask that you contact Customer Support so that they can seek to resolve any issues first.

Email: complaints@virgingames.com

or

You can 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 5 working days, but if there is reason for further delay, we will keep you informed and let you know how the investigation is progressing.

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 Procedure. Please note that your query will only be reviewed if you have already completed the first stage of the account Complaints Procedure. In the event that you have not done so already, your query will be passed to our Customer Support team for consideration.

What happens at Step 3 of the Complaint Procedure?

We always seek to resolve complaints internally, but there may be instances when we cannot reach an agreeable solution. The Managing Director's Office will have personally reviewed the details of your complaint in all cases, and we will send you a letter confirming our final response. This means you have reached the end of our Complaints Procedure, and if you are still not satisfied, you have the right to refer your complaint further.

Who is Virgin Games’ Approved Dispute Resolution (ADR) Service?

We have appointed eCOGRA as our ADR service with the approval of the Gambling Commission of Great Britain who 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 first completed the first 2 stages of our account complaints procedure.

If you have not gone through our first two steps first, they would require you to contact us directly and begin from Step 1.

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