Banking

We offer several different payment methods

- Debit or Credit Card
If your card has any of these symbols you can use it to make a deposit. We accept all UK debit cards, all credit cards and Laser cards if they carry the Maestro/Mastercard symbol.

- NETeller
You can deposit using your NETeller account. This might be useful to you if you don’t have one of the debit or credit cards shown above or if you want to transfer money for free using International Bank Transfer or Local Bank Deposit.

Customers wishing to use this method must register an account with NETeller. For more information go to: http://www.neteller.com

- PayPal
If you are in the UK or Ireland you can deposit using your PayPal account. This might be useful to you if you don’t have one of the debit or credit cards shown above or if you want to transfer money for from a bank account. Customers wishing to use this method must register an account with PayPal. For more information go to: www.paypal.com

- Bank Wire Transfer

You can also make a deposit via a Bank Transfer. We recommend that you use this method for large deposits, but you should be aware that your bank may charge you for this service and it can take longer for the money to get to us.

3D Secure
The banks have introduced 3D secure as a way of protecting customers who want to use there bank cards for on-line transactions. Depending on the card you are using and who you bank with this may be compulsory.

When you make a deposit you will get a pop-up which takes you to your bank’s security pages showing the Verified by Visa logo or Mastercard Securecode logo.

Follow the steps as prompted and once who’ve passed your bank’s security you’ll be able to continue with your deposit.

If you have any problems with this, we’re afraid you’ll have to contact your bank directly for help as we have no control over this part of the process.

MY LIMITS
Can I set my own deposit limits so that I don’t spend more than I should?

Of course. Login, go to My Account, My Limits and you can set a daily, weekly or monthly deposit limit.

Can I reduce my deposit limit once I’ve set it? Yes, just login, go to My Account, My Limits and set your new limit.

Can I increase my deposit limit once I’ve set it?

Of course, but you’ll have to request an increase in writing. Once we’ve received your request we’ll have to wait 7 days before we can re-set your limit. During this time if you decide to change your mind and want to keep your limit as it is, just let us know.



We offer three different payment methods

Debit or Credit Card
If you’re using any of the above cards we will be able to process your refund straight back to your card. If you're using a card with a Mastercard symbol we may have to send your refund back to you by Bank Transfer or a cheque, as at the moment Mastercard do not allow us to process refunds back to the card. To arrange this you'll have to contact us.

NETeller Withdrawals will be sent back to your NETeller account.

Withdrawals will be sent back to your PayPal account.

Bank Wire Transfer
You can request a withdrawal via a Bank Transfer. We recommend that you use this method for large refunds, but you should be aware that your bank may charge you for this service and it can take longer for the money to get to us.

How can I make a withdrawal?

• go to ‘My Account’ and click on 'withdraw'
• Enter the amount you want to withdraw - the minimum you can withdraw is 5.00, except for PayPal which is 10.00. If you’d like to withdraw less than this than you’ll have to contact us.
• Wherever possible we will only be able to refund back to your registered payment method. Sometimes, however, we won’t be able to do this because some cards do not allow it. In such cases we will contact you to arrange an alternative method of refunding you.

You should be aware that if you are using a newly registered payment method then for security reasons you will not be able to request a withdrawal for 72hrs.

How much can I withdraw?

You may request a withdrawal to the full amount of your balance at any time, however for security reasons you may not always be able to do this directly through the ‘My Account’ - website. Where you receive a message advising you that your withdrawal request exceeds the limit you’ll have to contact us.

Please be aware that for security and regulatory reasons we may have to request further information from you before we are able to meet your request.

Are there charges for withdrawing funds?

Not unless you’re asking for something totally unreasonable like converting all your money into an obscure currency and then sending it to you by carrier pigeon.

How long does it take for my money to get back to my account?

It usually takes between 3 to 5 working days for the money to get back to your card/account, depending on your bank..

In the case of larger withdrawal request, or if you are using a new payment method it could take up to 72 working hours for your withdrawal to be processed as we conduct some security checks to ensure your account safety.

If you’re using a NETeller account we process your request immediately but have no control over NETeller’s processing times. For more information visit: www.neteller.com

Bank transfers can take anything from same day to 14 days. The time varies from bank to bank so you should check with your bank who will be able to give you more information about this.

Please be aware that this is only a guide.

Our licence, the regulatory bodies that regulate us and international law, require us to check and verify the identity of anyone who wants to come and play on our site. This means checking that they meet the legal age for gambling in the country they live in, their name and where they live.

This helps us to protect our players against ID theft and mis-use of their details.

It also means that we can keep our site safe by making sure that no-one who is under-age can come in and play.

What ID do you need from me?
Usually we will be able to verify you against publicly held records from the details you give us when you open your account and request your first deposit.

Where this is not possible we’ll contact you and ask you to send us documents showing proof of age and identity. For proof of age you can send us a copy of the picture page of your passport, your photo-ID driving licence or any other Home Office approved photo-ID. For proof of age we’ll need a copy of a recent utility bill or bank/credit card statement.

For security reasons we may also request further documentation from you in the future. When we do we’ll explain to you fully what we need and why we need it.

How do I send you copies of my documents?

• The easiest way is to send them by e-mail. If you have a digital camera or a good quality camera phone, just take a clear picture and send it over to us at: verifyme@virgingames.com


• Otherwise you can fax it to us on 020 8237 1300


• Or send a copy on the post to:
  
  Verify me @ Virgin Games
  3rd Floor,
  Landmark House,
  Hammersmith Bridge Road,
  London, W6 9DR



• Please do not send original documents in the post.
• Please make sure you do indicate your account username on any correspondence.

What happens if I don’t send you my documents?
We’re really sorry, but if you don’t send us the documents we need to verify you we’ll have no choice but to suspend your account.

In the case of withdrawals, we won’t be able to release your funds.

Account Currency
When you first open your Virgin games account you will get to choose you Virgin Games account currency. You have the option of:

• UK Pound Sterling (GBP)
• US Dollars (USD)
• Euros (EUR)

You should choose the same currency that is supported by debit/credit card or bank account. This will mean that you won’t get charged any foreign exchange fees or exchange rates by your bank.

If you wish to use a currency with is not supported then you may want to consider using a NETeller account or transferring funds by bank transfer to avoid card charges.

Regardless of the currency you deposit in, you’ll still be able to play any game on our site as we’ll do an internal currency conversion for you if the game you want to play is in a different currency to the one you deposits in. E.g. You deposit in GBP but want to play in a USD poker room, we’ll do the conversion for you and let you know what the exchange rates are at the time of conversion.

Your withdrawal must be in the same currency that you make your deposits in.

If you ever need to change the currency of your Virgin Games account you’ll need to contact our Customer Service team.

Transferring Funds
Each time you enter the poker room you will be prompted to transfer funds from your Virgin Games account in to the Virgin Poker room. If you have a GBP or USD Virgin Games account then your funds will get converted in to Euros (the Poker Room has Euros as it's base currency) at a exchange rate which will be fixed so that at the end of your session your funds will be returned to your Virgin games account at the same rate.

While you are logged in to the poker room you can transfer to or from your Virgin Games account by clicking the ‘CASHIER’ button in the lobby area. You will get that same ‘fixed’ rate for all additional transfers in a continuous unbroken session.

All of your funds will automatically be transferred back to your Virgin Games account when you end your poker session.

What exchange rate do you use?
Virgin Games uses a direct feed from XE. This means that you always get market rate.

Our buy-in limits are:

• €5,000 daily
• €10,000 weekly
• €20,000 monthly

If you'd like to increase or decrease your limits you’ll have to contact us.

Virgin Games is all about having fun and staying out of trouble.

We offer various self-help tools and information about what you can do to keep safe and stay in control.

You’ll find more information in our Responsible Gambling section.

How do I set deposit and play limits?
If you’d like to keep temptation at arms length you can set your own deposit and play limits.

You can set a limit on the amount of money you can deposit daily, weekly or monthly. How much is up to you, but as soon as you set it we’ll apply it.

If you’re playing in our Poker room, you can also set a limit on how much you can take to the table

If you decide you want to increase your limits in the future you’ll have to contact us and we’ll apply a 7 day cooling off period in case you change your mind before we apply it.

If you want to set your limits you’ll find more information under My Account > Play Limits

Can I Self-Exclude myself?
If you think your gaming is getting out of control or you just want to take a break you can choose to Self-Exclude form our site for as long as you think you need.

As soon as you choose to Self-Exclude we’ll lock your account so you won’t be able to log-in.

If you choose to Self-Exclude for 6 months or longer you’ll have to contact us at the end of the period if you’d like to come back.

If you want to Self-Exclude you’ll find more information under My Account > Play Limits