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Virgin are a big brand, with a good reputation - it's unlikely they'd intentionally attempt to "rip you off".
You need to document everything in an email, and send it to customer services - receiving a documented reply.
I assume your ex must've had all your security details etc?
Wagerworks casino's C/S are shared across a few of the brands - so they're not always the most responsive in my experience. Nevertheless, you should persevere in writing - I'm sure they'll ultimately want to do the right thing.
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