Once you have read this, the small account questions stop being a worry.
trustDo I need a reason to close my casino account?+
Closing your account is your call and nothing holds it up. Ask the support team and the account is shut, with any balance returned to you. Duplicate accounts get closed too, since one per person is the rule here.
trustCan I get a copy of the data you hold?+
Your data is yours to see or have erased. Write to [email protected] and the team replies with what they hold. Deletion is honoured unless the UK Gambling Commission rules oblige retention.
trustCan I reach support at night and weekends?+
Nobody clocks off at Virginbet Casino, because help runs around the clock. Sunday morning or three in the morning makes no difference on GMT. Someone is there in live chat, e-mail or on the phone.
trustWhen I write in German, will the answer match?+
Four languages are covered, English being the one most United Kingdom players use. German, Finnish and Norwegian sit alongside it. Whichever you choose, the reply comes back in that same language.
trustDo I need to share my password with support?+
Your registered e-mail address is all the team needs to pull up the account. Confirm your name and date of birth if asked. No one at Virginbet Casino will ever request your password.
Getting a fair outcome
When support cannot settle it
Our team reads every complaint in order, and a fair outcome matters more to us than closing a ticket.
Your first description
Explain the problem to the support team in live chat or by e-mail, with your account details and any transaction references. An adviser logs the case and tells you what happens next.
Your complaint reference
You receive a reference for your complaint, and the team replies with its decision inside the reply time for that channel. Keep the reference safe, since every later step depends on it.
A second look
Unsure the answer was right? Ask for the case to be reviewed by a senior member of the team, who looks again at the evidence you supplied and answers you directly.
After our final word
Still unhappy after eight weeks, or without a final response? You may raise the matter with the UK Gambling Commission, the regulator that licenses Virginbet Casino.
When betting stops feeling like a game
Gambling problems deserve help from people outside the casino. GamCare, BeGambleAware and GAMSTOP are independent organisations in the United Kingdom that support players and their families at no cost.
GamCare. Free advice, counselling and forum support for anyone whose gambling is causing worry.
BeGambleAware. Confidential guidance and self-help tools for players and the people close to them.
GAMSTOP. A free service that blocks your access to gambling sites across the United Kingdom.