Responsible Gaming

Responsible gaming at Virgin Games is based on the principle that gambling should remain a form of entertainment, never a way to solve financial problems or cope with distress. This page explains how to recognise risks, use the tools available on virgingam.com, and access specialist support so that you can make conscious, informed decisions about your play.

The Virgin Games profile on virgingam.com is operated online under strict licensing conditions, including a remote operating licence from the UK Gambling Commission (Account Number 38932). In line with UK requirements, Virgin Games offers practical tools, clear information and proactive monitoring to help you stay in control, and its support team is available 24/7 via live chat and email to assist you if you are concerned about your gambling.

This information is intended for players in Great Britain and should be read together with the Terms & Conditions and Privacy Policy on virgingam.com. If there is any inconsistency, the Terms & Conditions and applicable regulations prevail.

Risk Awareness

Most players gamble occasionally and within limits. However, gambling can become harmful if it starts to affect your finances, health, relationships or work. Being aware of early warning signs helps you act before problems escalate.

Common Signs of Gambling Harm

• Increasing frequency: You are betting more often or for longer sessions than you planned.
• Chasing losses: You gamble again immediately after losing, trying to win money back.
• Preoccupation: You frequently think about games, strategies or money for gambling, even when you are not on the site.
• Spending beyond your means: You deposit money needed for bills, savings or everyday essentials.
• Secrecy or guilt: You hide gambling from family or friends, or feel ashamed about how much you play.
• Emotional impact: You feel anxious, irritable or low when you cannot gamble or after a session.
• Borrowing or debt: You borrow money, sell possessions or use credit to fund gambling.
• Neglecting responsibilities: Work, studies, relationships or hobbies suffer because of gambling.

Quick Self-Assessment Test

Answer the following statements honestly with "Yes" or "No". If you answer "Yes" to several points, you should consider using the tools on this page and contacting a professional support service.

• I spend more time or money gambling on Virgin Games than I originally plan.
• I have tried to cut down or stop gambling, but find it difficult to do so.
• I gamble when I feel stressed, bored, lonely or upset.
• I have lied to people important to me about how much I gamble or how much I lose.
• I have used overdrafts, credit cards, loans or borrowed money from others to gamble.
• My gambling has caused arguments at home or affected my performance at work or study.
• I feel restless or irritable when I cannot gamble or when I try to stop.

If you are worried about any of your answers, please consider setting stricter limits, using Time-Out or self-exclusion, and contacting one of the independent help organisations listed below.

Limits & Tools

Virgin Games provides a range of tools on virgingam.com to help you manage how much time and money you spend. These tools are a core part of the UK Gambling Commission's requirements for responsible play and can be adjusted at any time from your account area.

Deposit Limits (Daily, Weekly, Monthly)

Deposit limits allow you to control how much you can add to your account over specific periods.

1. Access your account: Log in to virgingam.com and open the main account menu (for example, "My Account" or your profile icon).
2. Open responsible gaming settings: Select the option labelled "Responsible Gaming", "Safer Gambling" or similar.
3. Choose "Deposit Limits": Go to the deposit limit section where you can set daily, weekly and monthly caps.
4. Enter your limits: Type in the maximum amount in GBP that you are comfortable depositing for each period (for example, £20 per day, £50 per week, £100 per month).
5. Confirm the change: Review your entries and confirm. Limits usually take effect immediately for reductions. Increases may only take effect after a cooling-off period (e.g. 24 hours) in line with UK regulations.

Once a deposit limit is reached, you will not be able to deposit more until the relevant time period resets.

Time Spent Limits & Session Timers

Time-based tools help you stay aware of how long you have been playing.

• Reality checks: Enable "reality checks" or session reminders from your responsible gaming settings. Choose how often you want to see a pop-up (for example, every 20, 30 or 60 minutes) showing how long you have been logged in and your net results.
• Session length limits: Where available, set a maximum session duration (for example, 60 or 90 minutes). When the time limit is reached, you will be logged out or prompted to take a break.

Time-Out (Short Breaks for 24-72 Hours or Longer)

Time-Out allows you to temporarily suspend access to your account without fully self-excluding.

1. Navigate to Time-Out: From the responsible gaming section of your account, select "Time-Out" or "Take a Break".
2. Select the duration: Choose a period that suits your needs, for example 24 hours, 48 hours, 72 hours or a longer short-term break if available.
3. Confirm the request: Read the explanation of what Time-Out means (you will not be able to deposit or play during this period) and confirm your decision.
4. Respect the break: During Time-Out, you should not attempt to access your account. Use the time to review your gambling behaviour and, if needed, seek support.

Time-Out is designed as a pause to help you reflect. If you feel that a longer break is needed, you should consider self-exclusion or registering with GAMSTOP (see below).

Self-Exclusion

Self-exclusion is a stronger measure intended for players who feel they are losing control of their gambling and need to stop for a significant period. Under UK rules, self-exclusion on virgingam.com must last at least six months and cannot be lifted early.

How to Activate Self-Exclusion

1. Log in safely: Access your account on virgingam.com if you are able to do so without placing bets. If you feel unable to log in without gambling, go directly to support via live chat.
2. Open the self-exclusion menu: Go to "My Account" -> "Responsible Gaming" or "Safer Gambling" and select the "Self-Exclusion" option.
3. Choose the exclusion period: Select a fixed duration (for example, 6 months, 1 year, 2 years, 5 years) or a lifetime exclusion if available. UK law requires a minimum of 6 months.
4. Read the conditions: Carefully read the explanation that you will not be able to access your account or place bets during the chosen period, and that early reactivation is not permitted.
5. Confirm your decision: Tick the required boxes to confirm that you understand the consequences and submit your self-exclusion request.
6. Contact support if needed: If you encounter any difficulty, use 24/7 live chat or email support via virgingam.com and request assistance with self-exclusion.

Consequences of Self-Exclusion

• Account access: You will not be able to log in, deposit, place bets or use bonuses on your Virgin Games account during the self-exclusion period.
• New accounts: Creating new accounts or using different details to bypass self-exclusion is prohibited. Internal systems and, where applicable, GAMSTOP checks are used to detect and close such accounts.
• Existing balance: In line with UK requirements, you may still be entitled to withdraw any remaining real-money balance. This may require contacting customer support and completing any outstanding verification checks.
• Bonuses and promotions: Unused bonuses, free spins or promotional entries may be cancelled when self-exclusion is applied, according to the site's Terms & Conditions.
• Communication: Virgin Games will take reasonable steps to stop sending you marketing communications related to gambling during the exclusion period.

GAMSTOP and Sister Sites

Players in Great Britain are strongly encouraged to register with GAMSTOP, the free national online self-exclusion scheme (gamstop.co.uk). Once registered, you will be prevented from using most online gambling sites licensed in Great Britain, including related brands operated by the same group as Virgin Games. Attempting to re-register after self-exclusion on a sister site may result in an immediate ban due to GAMSTOP and internal exclusion matching.

Support Resources

If you are concerned about your gambling, or about someone close to you, you do not need to face this alone. In addition to the tools on virgingam.com, there are independent, confidential organisations that provide specialist advice, counselling and emergency support.

Local Support - United Kingdom

• National Gambling Helpline (via GamCare): Freephone 0808 8020 133 (from within the UK), available 24 hours a day, 7 days a week. Trained advisers provide confidential information, support and referral to local treatment services.
• GamCare Online Services: Live chat, forums and self-help resources are available at gamcare.org.uk. Services are primarily in English.
• NHS Support: In England, specialist NHS clinics offer treatment for problem gambling. Speak to your GP or visit the NHS website (nhs.uk) and search for "gambling addiction" for details.

International Support Organisations

These organisations operate independently of Virgin Games. They specialise in gambling-related harm and provide professional, confidential help for both players and affected others.

Self-Exclusion Schemes by Country

• United Kingdom - GAMSTOP: National online self-exclusion scheme for Great Britain. Register at gamstop.co.uk to block access to a wide range of UK-licensed gambling sites for a chosen period.
• Spain - RGIAJ: The Spanish General Directorate for the Regulation of Gambling (Dirección General de Ordenación del Juego) manages the RGIAJ register, allowing players to exclude themselves from licensed online operators in Spain.
• Other countries: Availability of national schemes varies. If you live outside Great Britain, check your local regulator's website or contact Gambling Therapy for guidance on options in your jurisdiction.

Blocking Apps & Technical Tools

• Gamban: Software that blocks access to most gambling sites and apps across your devices. See gamban.com for details.
• BetBlocker: Free open-source blocking app that allows you to restrict access to gambling sites for a chosen period. Visit betblocker.org.
• Device and browser controls: You can combine gambling blockers with parental control tools, app restrictions and the "Device Management" section of your Virgin Games account to log out inactive or unknown sessions.

Family and Friends Support Resources

• GamAnon / Gamblers Anonymous family groups: Support meetings and resources for partners, family members and friends of people with gambling problems (see gamblersanonymous.org and related family links).
• GamCare forums and groups: Online forums and group chats where affected others can share experiences and obtain guidance.
• Local counselling and helplines: Many community organisations and mental health services offer support to family members affected by gambling-related harm; your GP can help you locate appropriate services.

All support contacts listed here are provided in good faith and were accurate at the time of last verification in 2025. They may change over time, so please check the relevant websites for the latest information.

Help for Family

Gambling-related harm affects not only the person who gambles, but also partners, children, relatives and friends. If you are worried about someone's gambling, it is important to protect your own wellbeing and to seek support.

How to Talk to Someone About Their Gambling

• Choose a calm moment: Avoid starting the conversation immediately after a loss or during an argument. Pick a time when both of you are relatively calm.
• Use "I" statements: Focus on how their gambling affects you and the family (for example, "I feel worried when...") rather than accusing or blaming.
• Be specific and factual: Mention concrete examples, such as missed bills, borrowed money or changes in behaviour.
• Listen actively: Allow the person to speak without interruption. Acknowledge their feelings, even if you disagree.
• Encourage professional help: Suggest contacting GamCare, Gambling Therapy or a GP, and offer to support them in making the first call.

Support for Family Members

• Online forums & chats: GamCare's forums and online groups, as well as platforms linked through Gambling Therapy, provide spaces where affected others can share experiences and coping strategies.
• Family support groups: Gamblers Anonymous family groups (often referred to as "GamAnon" in some regions) offer meetings for relatives and friends of problem gamblers.
• Professional counselling: Consider speaking to a psychotherapist, counsellor or GP about the emotional impact of a loved one's gambling. They can help you plan next steps and access specialist services.
• Protect finances and boundaries: Seek independent financial advice if shared finances are affected, and consider practical safeguards such as separate bank accounts or spending limits.

Remember that you are not responsible for another person's gambling, and you are entitled to seek help and protect your own wellbeing at any time.

Operator's Commitment

Virgin Games, operated for Great Britain under UK Gambling Commission licence 38932 and internationally under a Gibraltar remote licence (RGL No. 46), is required to promote safer gambling and to take reasonable steps to minimise harm. This includes risk-based monitoring, clear information and intervention where needed.

Risk-Check and Monitoring Procedures

• Behavioural analysis: The operator may use automated and manual checks to identify patterns associated with potential harm, such as unusually high deposits, rapid loss of funds, frequent session extensions, repeated failed deposits, or attempts to open multiple accounts.
• Age and identity verification (KYC): Electronic verification and, where required, manual document checks are used to confirm that players are over 18 and that account details are accurate. This helps prevent underage gambling and misuse of identities.
• Self-exclusion and GAMSTOP matching: Internal systems and GAMSTOP data (for Great Britain residents) are used to detect attempts to reopen accounts or register on related brands after self-exclusion, so that accounts can be blocked promptly.
• Device management: The "Device Management" section of your profile allows you to review current sessions and log out devices you do not recognise, helping to secure your account.

When Support May Contact You

In line with regulatory guidelines and internal policies, the responsible gambling team may proactively contact you if risk indicators are detected. Examples include:

• Significant or sudden increases in your deposits or stakes.
• Extended sessions without breaks, or frequent overrides of reminders.
• Multiple declined deposits, chargebacks or signs of financial pressure.
• Chat or email messages suggesting distress, loss of control or gambling to recover debts.

Contact may be made via on-site messages, email or live chat. Depending on the level of concern, the operator may:

• Provide information about safer gambling tools and support organisations.
• Recommend or apply additional limits or restrictions to your account.
• Suspend or close the account, or require further checks, if this is necessary to comply with regulatory obligations and to protect you.

These measures are applied in accordance with the Terms & Conditions, UK regulations and data protection laws, and are designed to promote safer play while respecting your privacy.

Updates

Responsible gambling practices, legal requirements and internal policies may change over time. When this responsible gaming page is updated, Virgin Games will take reasonable steps to inform you of material changes, for example by:

• Publishing the updated information on virgingam.com under the responsible gaming section.
• Displaying banners, pop-up notices or inbox messages within your account for important changes.
• Sending notifications by email where required or appropriate, using the address registered on your account.

You should review this page and the Terms & Conditions regularly to ensure you remain informed of your rights and responsibilities.

Last updated: 6 November 2025

Contact & Feedback

If you have questions about responsible gaming, wish to adjust your limits, request self-exclusion or provide feedback on these measures, the Virgin Games support team is available to help.

Responsible Gaming Department Contact

• Live chat: 24/7 support via the live chat function on virgingam.com (accessible from the help or support section after login). This is the primary and fastest way to contact the team.
• Email: Support is available by email via the on-site help or contact form. A specific email address is not published in the source data; please use the email option provided within your account or the help centre.
• Phone: Telephone support is not available. All support is provided via live chat and email.

Feedback and Self-Control Requests

You can submit feedback or request assistance with safer gambling measures by:

1. Logging into your account on virgingam.com.
2. Opening the "Help", "Support" or "Contact Us" section.
3. Choosing live chat or the available contact form.
4. Selecting a category such as "Responsible Gaming" or "Safer Gambling", and describing what you need (for example, deposit limit changes, Time-Out, self-exclusion, or a review of your recent activity).

For disputes that cannot be resolved directly, Virgin Games uses eCOGRA as its Alternative Dispute Resolution (ADR) provider. You can access their online complaint form at https://ecogra.org/forms/adr-dispute-step-1. This service is independent of the operator and is intended for unresolved complaints after you have completed the internal complaints process.

Remember that you must be at least 18 years old to gamble in Great Britain. If you feel that gambling is no longer fun, please stop playing, use the tools provided and seek professional help as soon as possible.