Box Bonanzas and Offers

• Where has my Box Bonanza Game Gone?
• What promotions can I take part in?
• How can I use my Free Spins?
• I opted into a promotion but haven't received anything...
• I've had an issue opening the Box Bonanza that I won...
• I haven't received my Box Bonanza...

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Safer Gambling

• Beacon Reflect
• What is GamProtect?
• Tips for Safer Gambling
• Responsible Gambling Tools
• Your Gambling and You
• What is GAMSTOP and how does it work?

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Source of Funds Verification Process

• Source of Funds Verification Process: Common Questions
• Speak with our Customer Due Diligence Team
• What documents do I need to send to verify my income?

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About Us

• My Data
• Contact Us
• How do I make a complaint?

General Troubleshooting

• I can't access the Virgin Games website...
• Why am I not receiving emails from you?
• How can I fix my connection issues?
• How do I know if an email is actually from Virgin Games?
• What happens if I'm using an 'Ad-Blocker'?
• What are Temporary Internet Files and how do I clear them?

Login & Password

• I can't login, what should I do?
• How to reopen or reactivate my account?
• Playing from outside of the UK & Ireland
• I'm having problems resetting my password...
• I've forgotten my login details...

Withdrawals

• Withdrawals: All you need to know
• How do I withdraw?
• Can I withdraw to Google Pay?
• Apple Pay Withdrawals
• There's been an issue with my withdrawal...
• Why does my withdrawal still appear as 'Requested'?

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Chat Community

• What has happened to the Chat Rooms?

Age and Address Verification

• Why do I need to send a selfie for verification?
• How do I verify my account?
• Why do I need to provide documents to verify my account?
• Sending my documents...
• Speak With Our Verification Team

Updating Details

• PayPal: Important Information
• Welcome Back! Tips for Returning Players...
• How do I unsubscribe from marketing emails?
• How do I update my personal details?
• How do I update my payment details?
• Verifying my email address...

Device Help

• I need help with accessing the Virgin Games app...
• I need help with accessing Virgin Games on a Browser...
• How do I enable 'auto-rotate' on my device?

Account Limits

• What limits are on my account?
• Stake Limits - All you need to know...
• Why is there a limit on my account?
• Spend Limits: All you need to know...

Loyalty Rewards

• Daily & Monthly Game Update
• What are V*Points and how do they work?
• What is the 'Plus' scheme?
• Do I receive a reward for my Birthday?
• Am I due a loyalty reward or bonus?

Deposits

• I've had an issue depositing to my account...
• What is Quick Deposit?
• Deposits: All you need to know

Data Security

• Data Subject Access Requests
• Data Protection and Security
• Protection of Your Account Funds
• Keeping my information safe...

Registration

• How do I register an account?

Bingo & Mini-Games

• What Is Playoff Palace?
• All you need to know about Bingo...
• All you need to know about Mini-Games...

Games Help

• I've had an issue loading a game on the app...
• Why are my games not loading?
• Game Fairness

Self-Exclusion

• Should I Self-Exclude my account?
• Can I reopen an account after a Self-Exclusion?
• What is a Self-Exclusion?

Welcome Offers

• I've had an issue with the Welcome Offer...
• What is your Welcome Offer?

Payment Details

• Why can’t I use Instant Bank Transfer?
• How can I block / unblock a payment method?
• How do I make a change to my withdrawal method?
• Are my payment details secure?
• How do I make a change to my deposit method?

Policies

• I have a media related enquiry. Who do I contact?
• Age Verification Policy

Slots

• Why does my balance show a different number in this game?
• I can't find a game
• Light & Wonder Games Update
• Monopoly Games Update
• What is 'Jackpot Blast!' and how does it work?
• All you need to know about Slots...

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Cool Off

• How do I know when my 'Cool Off' ends?
• What is a 'Cool Off' and how do I request one?

Closing My Account

• How do I close my account?
• Why has my account been closed?

Refer a Friend

• What is the 'Refer a Friend' Scheme?
• I have not received my 'Refer a Friend' reward…

Session Controls

• Session Limits
• What is a Session Reminder?

History

• How can I check my account history?

Poker

• Changes to In-House Poker