Virgin Games Customer Support

By Alex Smith, Last updated Mar 23, 2024

Virgin Games, loosely affiliated with Richard Brandon’s Virgin group of companies, is a popular online casino, although it’s important not to confuse it with Virgin Casino. Virgin Games and Virgin Casino are different brands operated by different companies. Virgin Games recently rose to fame in the US when it became one of the first participants in New Jersey’s legalised online gaming landscape. However, it has been operating successfully in the UK for a long time.

Virgin Games is well-known for its user-friendly interface, making it easy for players to navigate and enjoy their favourite games. The platform is designed to provide a seamless and immersive gaming experience, and they’re licensed by reputable regulators like the UK’s Gambling Commission, so they’re held to high standards.

Known for its extensive range of games, including video slots, bingo games, casino table games, and poker, Virgin Games is an excellent destination for players worldwide. However, in today’s post, we will look at a niche sub-topic; the Virgin Games customer support team. We will look at how to contact Virgin Games, their contact details, and how the site fares compared to other brands when it comes to offering customer support.

Virgin Games Customer Support Team: An Introduction

Virgin Games makes it possible for players to contact their customer support team. Their website states that their “commitment to excellence in customer service extends far beyond the digital walls of the online casino, creating an environment where players feel heard, valued, and assisted at all times.” This level of customer support is excellent, and the team works hard to ensure every player is looked after.

Whether you’re a new player needing help navigating the casino or an existing player needing help with a recent withdrawal, Virgin Games’ customer team is ready to help.

It’s straightforward to contact Virgin Games, and the multiple contact methods, including a dedicated phone number, live chat, and email, ensure everyone can get in touch in a way that suits you. 

How To Contact The Customer Service Team

While it may seem like an easy task, some players, when gambling online, prefer not to use live chat facilities, wanting to contact an online casino by phone or email. That was the case in this forum thread from a Casinomeister member called Britney927, who posted here, asking:

“Hi there. Can anyone give me Virgin Games’ contact email address? I have been emailing them at several different addresses, and all my emails keep getting bounced back; I’ve tried contacting their people via this site and haven’t had any reply either. Many thanks.”

As a result, we decided to put this page together, showing you exactly how to contact Virgin Games. Firstly, we’ll give you a quick summary of the different contact options available. We will then break these options down, closely examining how they all work and what you, as a player, should be aware of.

The casino’s commitment to providing players with a top-notch customer support experience is seen through its multi-faceted approach. For most players, we’d recommend checking out the comprehensive FAQ section, to begin with. This section is pretty big and covers a wide variety of the most common questions and issues players will likely encounter.

Whether you’re having trouble joining the online casino, making deposits or withdrawals, or need help understanding bonus terms and conditions, there’s a good chance the FAQ section already has an answer.

However, the FAQ section is just one part of the customer service team at Virgin Games. Virgin Games provides email, live chat, and telephone support to meet every player’s needs. These contact methods generally do the same thing, although slight differences exist. For example, email support is generally designed for more complex issues – or in cases where you need to submit additional documentation – while live chat and phone support are better suited for urgent questions or problems.

Below, we will give you an overview of the different customer service channels and how to use them!

FAQ Section

Navigating the vast world of online gambling can be challenging for new players, especially with the array of rules, terms, and conditions that come with it. That’s where Virgin Games’ comprehensive FAQ section comes into play, and it’s designed to get you the help and support you need without contacting the customer support team, saving you time and hassle.

While it’s not the most extensive FAQ section we have ever seen, Virgin Games does a pretty good job here. They cover various topics like account verification, payment methods, withdrawals, technical problems, and bonus help, and every section contains numerous questions and answers, ideal for those seeking a quick solution.

Please note if you do a Google search for “Virgin Games FAQ”, the link currently indexed on Google is outdated and takes you to an incorrect page. The current link to the Virgin Group FAQ section can be found here. Once you click the link, you can enter your question and search all FAQs, or navigate to specific areas, if you know where to go.

Live Chat

Virgin Games’ live chat feature is available 24/7 and is highly recommended for users who want to contact Virgin Games quickly. Customer service agents are known for responding instantly, ensuring you do not need to wait around long to have your query or problem answered. Unfortunately, the only language spoken in the live chat feature is English​. This might be limiting for non-English speaking users, but it’s important to note that Virgin Games primarily caters to the UK market, except for its expansion into the US market​.

We always like to see live chat here at Casinomeister, and it’s become the industry standard for customer support. Live chat allows you to communicate directly with a support agent, in real-time, from your internet browser window. You do not need to open a new tab or window, as was the case in the past – and the live chat portal is even available on mobile devices too.

Of course, during busy periods, there’s a chance you will have to wait a few minutes to be connected to an agent, but from what we’ve heard from active players, it’s scarce to wait more than a couple of minutes. Once connected, you can then talk in real time about your issue.

Email

You might need to contact Virgin Games through email rather than live chat for several reasons. You may be asked to send an email from the live chat support agent, or you may choose to email yourself if you prefer to contact the customer support team that way. Generally, email support is advised when you have complex issues requiring a special team to get involved – something that the live chat agent can’t help with. 

Email support is also helpful when you need to provide a more detailed description of the problem you’re having, when you need to attach files or screenshots, or if you want to ensure there’s a “physical” copy of your correspondence.

Email is also usually used when submitting additional verification documents. If Virgin Games requires additional documentation to verify your identity, age, or payment methods, they may ask you to send these documents by email. Furthermore, if you’re making complaints, the casino will require you to email them to the company. This will enable them to resolve it as efficiently as possible – and live chat agents aren’t usually able to resolve complaints on the spot.

Email also gives you a written record of your communication with the casino. This can be helpful for future reference or in case of disputes or misunderstandings. Having a written record ensures clarity and accountability for both parties involved. Response times aren’t as fast as live chat, and you may need to wait up to 48 hours for a response, longer if you’re lodging complaints.

Sadly, there’s no way of speeding this up – although, from what we can tell, the customer support team manage to respond to most emails pretty much straight away. However, if they are investigating multiple accounts, suspicious winnings, or concerns or complaints you’ve made, you can expect to wait significantly longer. Even the UK’s Gambling Commission usually gives casinos up to 30 days to review and respond to customer complaints.

At the time of writing, the primary email address for Virgin Games is support@virgingames.com​. Please note, however, that this is a general company email address. If they ask you to submit certain documents to resolve verification issues or for customer complaints, they may ask you to send your message to a different email address.

Phone Support

As noted, customer complaints usually must be submitted via an email address – and like most reviews of the casino state, live chat and phone support are often limited in terms of what the Virgin Games customer support team can do on the spot. However, if you find that the FAQ section doesn’t answer your questions and prefer not to use the live chat portal – or can’t, for whatever reason – it is possible to contact the Virgin Games customer support team by phone.

Unlike some Virgin Games reviews which incorrectly point out, phone support, however, isn’t available 24 hours a day, seven days a week, so keep this in mind. You should also be aware that there are different phone numbers to call depending on where you live.

• If you live in the UK, the freephone phone number is 0800 083 1833.
• If you are currently outside of the UK, you can also dial +44 800 083 1833. 

The phone support team can help you play responsibly (setting up limits on your account), and walk you through using the service, although it’s illegal for them to take bets over the phone, so keep this in mind.

You should also remember that, as each support agent is assigned to one player at a time, there can be waiting times during peak hours. As a result, the company recommends that you use live chat if your problem is urgent, and, in our opinion, live chat is a lot more convenient than dialing a phone number, anyway!

Virgin Games: History and Background

Since 2004, Virgin Games, a subsidiary of the global Virgin brand, has been a big name in the UK’s online gaming industry. It initially opened its doors as Virgin Bingo and Virgin Casino. However, the brand has since expanded, with Virgin Casino and Virgin Bingo now separate sites.

This pivot came in 2013 when Virgin Games underwent a significant shake-up. The Virgin Group’s online gambling properties chose the Gamesys group, one of the UK’s biggest online gaming businesses, to revamp the site. The Gamesys group was selected due to its dedication to high-quality customer service, competitive game range, and commitment to maintaining a responsible and fair gaming environment.

Nozee Limited, a subsidiary of the Gamesys group, handles the operations of Virgin Games. It is licensed and regulated by the UK’s Gambling Commission and the Gibraltar Gambling Commissioner. A solid regulatory body is essential to prove the site is safe for players. With both online gambling licenses, you can be confident that Virgin Games is operating legally above board. At the time of writing, Virgin Games’ headquarters are based in Gibraltar. They also have an office at Waterport Place. (Waterport Place is where many of their management team are based.)

Gamesys Operations Limited holds a license under account number 38905, granted by the Gambling Commission in Great Britain. The Gibraltar Gambling Commissioner also regulates it under RGL No. 46. Virgin Games operates online under a license from Virgin Enterprises Limited, so while the company isn’t directly connected any more, it can license the iconic brand, originally founded by Richard Branson.

Virgin Games’ parent company has expanded its portfolio over the years and now operates several online gambling sites, including Virgin Bet, Woman Bingo, Smooth Bingo, and Rainbow Riches. These platforms provide various online gambling facilities, and the UK’s regulatory body oversees them.

Welcome Bonus & Promotions

The new-player welcome bonus at Virgin Games varies depending on the country you’re playing from. For this blog, we will be looking at the main welcome bonus offered to new UK players.

When you create a Virgin Games account, the company will allow you to choose from 30 spins on Double Bubble, 50 free bingo tickets, or a £10 Blackjack cashback bonus. To claim these bonuses, verify your ID and address, deposit £10 or more, and wager £50 or more on Signature Live Blackjack or other applicable games.

Naturally, these bonuses and promotions come with specific terms and conditions. The wagering requirements vary depending on the bonus you choose to claim – but they’re generally pretty fair, something many Virgin Games reviews correctly point out.

Note: To claim the Blackjack Cashback bonus, deposit at least £10 using the promo code “SIGNATURE” within seven days of registration. Then, you must wager a minimum of £50 within 30 days to be eligible for the bonus funds. However, you can withdraw the bonus funds anytime – something Virgin Games hopes will entice more players into joining.

Customers can also enjoy a wide variety of other promotions. For example, at the time of writing, they’re running a promo called ‘Red Hot Play’. If your slot game turns “red hot,” you can randomly receive up to £50 in cashback on any losses. They also have a refer-a-friend promo that pays you up to £20 simply for referring your friends to the site!

Loyalty Program

Virgin Games rewards regular players through an appealing loyalty program following the generous welcome bonus. This allows you – and your friends if you refer any – to enjoy a fair loyalty scheme that rewards you for continual play.

Each time you place a real money wager, you will earn what is known as V Points – comp points. Accumulating these points allows you to later convert them into real cash – or, in a unique twist, the site even allows you to convert them into air miles for Virgin Atlantic flights!

Additionally, the casino runs the Plus Club, an invitation-only program offering a range of exclusive benefits. Details about this VIP Club don’t appear public, which means it’s likely for high-rollers only. However, frequent non-VIP players benefit from a range of other promotions, including Birthday Rewards and one-off reload bonuses, so there’s a lot for customers to look forward to.

Games

Suppose you’re more into learning about the casino games available at Virgin Games rather than customer service facilities. In that case, you’ll be happy to learn they offer a pretty impressive selection. Virgin Games and its sister brands have partnered with many of the world’s top software providers so that you can play casino table games, video slots, and live dealer games from studios like IGT, Netent, Microgaming, Quickspin, and Evolution.

One of the best things about Virgin Games’ game library is the simplistic and user-friendly game lobby. Once logged into your account, a quick visit to the main game page will allow you to explore the diverse titles available. Games are neatly organised into relevant categories, and a search function allows you to look up titles by name.

Being an HTML5-powered online casino, Virgin Games doesn’t require you to download or install any software to start playing. Log into your account, choose the game you want to play, and it will load directly within your internet browser. The casino is also fully mobile-optimized to enjoy most of your favourite games on the go!

Banking

Virgin Games offer many payment options for you, although UK and US players will have different payment methods. For example, in the UK, players can use various types of debit cards for deposits and withdrawals, including VISA and MasterCard cards. Both options offer instant processing with no fees attached. Due to new UKGC regulations, gambling online for entertainment with credit cards is no longer possible.

For those who prefer digital wallets, ApplePay is a solid choice, offering instant depositing without any fees. The only other payment method for UK players is PayPal, so it’s strange to see that Skrill and Neteller are omitted.

If you’re a US reader, you can make deposits and withdrawals using credit and debit cards, and ACH bank transfers are also available. However, limits for bank transfers are pretty low; the maximum deposit limit is $1,500 per day or $3,500 per week.

Offline deposit methods are also available with Virgin Games, which includes services like PayNearMe (accessible by visiting a nearby 7/11), and credit can be added to your gaming account by going to the cashier cage at Tropicana Casino Atlantic City.

Withdrawals

Withdrawals from Virgin Games are processed relatively quickly, typically within a 24-hour window. Once your account is fully verified, you can, most of the time, expect Virgin Games to process your withdrawal request within about 6 hours. However, during busy periods or over the weekend, it can take up to 24 hours.

From what we can see, there are no publicly-stated withdrawal limits. Nor are there any restrictions on how many withdrawal requests you can place in a day or month. Unfortunately, there’s no option for manual flushing at the time of writing, although UK players cannot reverse withdrawals due to UKGC regulations.

Desktop and Mobile Functionality

Initially, Virgin Games didn’t provide a mobile-optimized website, and it was a pretty significant downside for the site, as you could only play games from the desktop site.

However, Virgin Games revamped its entire site a few years back, enabling mobile users to play directly from their mobile device’s internet browser. Their mobile-friendly website offers an extensive range of games, closely resembling the collection on their desktop version.

Users can log in with their existing account, while existing customers can set up a brand-new account in a few minutes. The entire mobile gaming experience on Virgin Games is designed to be straightforward and hassle-free. You simply need to access the mobile site through your mobile device’s internet browser, and you will be automatically redirected to a mobile-friendly version of the site.

The mobile-optimized site is user-friendly, with quick loading times, ensuring uninterrupted gaming sessions while on the move.

Our Thoughts on Virgin Games

Virgin Games is generally regarded as a trustworthy casino. Their main regulatory body is the UKGC, so they’re held to pretty high standards. While they have primarily targeted the UK market, they recently entered the US market, accepting players from New Jersey – a sign of possible expansion in the future.

It’s not the best casino in the world, but it’s decent, and you’re unlikely to run into any significant problems if you play there yourself. We hope this page has given you the contact details to reach the customer support team! 

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