Terms & Conditions

These Terms govern your relationship with the operator of the online gambling services offered through virgingam.com and related channels operated under the name Virgin Games ("Virgin Games"). They set out the rights and obligations of you and the operator in relation to your use of our products and services for players located in Great Britain. These Terms are effective from 6 November 2025 and replace any earlier version published on virgingam.com. By creating an account or using our services, you confirm that you have read, understood and agree to be bound by these Terms.

Definitions

For the purposes of these Terms, the following expressions have the meanings set out below. These definitions are intended to provide clarity and should be read together with the context in which they appear in the Terms.

Operator: Gamesys Operations Limited, a limited company registered in Gibraltar, operating the Virgin Games online gambling services for players in Great Britain under a remote operating licence (account number 38932) issued by the UK Gambling Commission and a Gibraltar remote gambling licence (RGL No. 46) for players outside Great Britain.
Virgin Games: The online gambling brand operated by the Operator via virgingam.com for players located in Great Britain, using the "Virgin" brand under licence from Virgin Enterprises Limited.
Website: The website located at virgingam.com, including all subdomains, mobile applications, and any other online interfaces through which the Operator provides its gambling services to you.
User or Player or you: Any natural person who has registered an account or otherwise uses the gambling services offered by the Operator via the Website while physically located in Great Britain and who is at least 18 years of age.
Account: A personal player account created by you on the Website, maintained by the Operator, which allows you to deposit funds, place Bets, participate in games, and withdraw Winnings in accordance with these Terms.
Bet or wager: Any sum of money staked by you on a game, event, or outcome offered by the Operator through the Website, whether in cash funds or (where permitted) in bonus funds.
Bonus or Promotion: Any form of promotional value made available by the Operator, including but not limited to bonus funds, free spins, free bets, cashback, or prize draws, which is subject to specific terms and wagering requirements.
Bonus Funds: Non-withdrawable funds credited to your Account as part of a Bonus, which may be used to place Bets but are subject to wagering or other conditions before they can be converted into withdrawable cash.
Real Money Balance or Cash Balance: Funds deposited by you or resulting from Winnings that are not subject to wagering requirements and are withdrawable, subject to these Terms and any legal obligations.
Wagering Requirements or Playthrough Requirements: The total value of Bets that must be placed using Bonus Funds (or associated winnings) before such funds can be converted into withdrawable cash, as specified in the relevant Bonus terms.
Games: Any casino, slot, bingo, instant win, live casino or other gambling products made available on the Website from time to time.
Device Management: The functionality within your Account that enables you to review active sessions and log out devices remotely in order to protect your Account and manage access.
Gambling Commission or UKGC: The UK Gambling Commission, the regulator responsible for licensing and supervising the Operator for its remote gambling services offered to players in Great Britain.
GAMSTOP: The national online self-exclusion scheme for Great Britain that allows you to exclude from all participating online gambling operators.
ADR Provider: An approved alternative dispute resolution entity, currently eCOGRA, to whom unresolved gambling disputes may be escalated in accordance with UKGC requirements.
Winnings: Any amounts credited to your Account as a result of successful Bets, including winnings from both Real Money Balance and, where permitted, Bonus Funds.
Business Day: A day, other than a Saturday, Sunday or public holiday in England, on which banks are generally open for business.

Account Registration

Eligibility and Age Verification

Minimum age: You may only open and use an Account if you are at least 18 years old and legally permitted to gamble in Great Britain. We carry out age and identity checks using electronic verification and may request further documents at any time.
Location: Our UK-facing services on virgingam.com are intended for players physically located in Great Britain. You must not use the Website if you are located in a jurisdiction where online gambling is unlawful or where we do not accept players.
Single account: You may hold only one Account with us for Virgin Games on virgingam.com. Duplicate accounts may be closed, and any balances may be dealt with in accordance with these Terms and our regulatory obligations.

Account Creation and KYC

Registration process: To create an Account, you must provide accurate and complete information, including your full name, date of birth, address, email address and any other details requested on the registration forms. You may be required to verify your email and/or mobile number.
Know Your Customer (KYC): We use electronic verification to confirm your identity and address. Where electronic checks are insufficient or inconclusive, we may require you to supply additional documents (for example, a copy of your passport or driving licence, proof of address, and proof of payment method) before allowing deposits, Bets or withdrawals.
Timing of checks: We may carry out KYC and affordability checks at registration, before permitting withdrawals, after certain deposit or wagering thresholds are met, or at any time during your relationship with us, in line with UK anti-money laundering and safer gambling requirements as at 2025.

User Obligations and Account Security

Accuracy of information: You must keep your registration details and KYC information accurate and up to date. You must promptly notify us of any changes via the "My Account" section or by contacting customer support.
Login details: You are responsible for keeping your username, password and other security credentials confidential. You must not permit any third party to access your Account or to place Bets on your behalf. Any activity carried out using your credentials will, until you notify us, be treated as having been carried out by you.
Device Management: You should regularly review the "Device Management" section of your Account to identify active sessions and log out any devices you do not recognise. This tool is designed to enhance your security but does not replace your obligation to safeguard your credentials.
Suspicious activity: If you suspect that your Account has been compromised, accessed by a third party, or used fraudulently, you must change your password immediately and contact customer support via live chat or email using the methods provided on virgingam.com.

Self-Exclusion and Related Accounts

Self-exclusion tools: You may self-exclude from our services via the "Responsible Gambling" tools on the Website and via GAMSTOP. Self-exclusion periods and effects are described in our responsible gambling information at virgingam.com/responsible-gaming.
Group exclusions: If you self-exclude with us or via GAMSTOP, we will take reasonable steps to prevent you from re-registering, including across our sister brands operated by Gamesys Operations Limited (for example, where re-registration after self-exclusion on a sister site would otherwise be possible).
Consequences: Attempts to reopen or create new accounts during a self-exclusion period may lead to closure of such accounts and forfeiture or refund of balances as required by applicable regulations and our responsible gambling obligations.

Betting & Gameplay Rules

Placing Bets and Game Participation

Offer and acceptance: A Bet is deemed offered by you when you submit your stake via the Website. It is accepted only when our servers confirm acceptance and the Bet appears in your Account history. If there is a disagreement, our server records will be decisive, subject to regulatory oversight.
Minimum and maximum stakes: Each Game has specific minimum and maximum Bet limits, which are displayed within the Game interface. You are responsible for checking these limits before placing Bets. We may change limits from time to time in line with product and regulatory requirements.
Game rules: Each Game is governed by its specific rules, paytables and return-to-player (RTP) information. By participating, you agree to be bound by those rules in addition to these Terms. Where there is a conflict, the Game rules will generally prevail for the outcome of that Game.

Bet Modification, Cancellation and Errors

Irrevocability of Bets: Once a Bet has been confirmed and accepted by our systems, it cannot ordinarily be cancelled or changed by you. You must check your selections and stake before confirming a Bet.
Palpable and technical errors: In the event of an obvious error in odds, paytables, Game configuration or system malfunction, we may declare affected Bets void, adjust settlements or take other appropriate steps in accordance with UKGC guidance. Where practicable, we will restore your balance to the state it was in immediately before the error.
System failures: If you lose internet connectivity or experience technical issues after placing a Bet, the outcome of the Bet will be determined by our systems based on the actual result recorded on our servers. You may check the final outcome in your Account history once connectivity is restored.

Player Conduct, Fair Play and Chat

Prohibited behaviour: You must not engage in any fraudulent, collusive, abusive, disruptive or unlawful conduct, including but not limited to using automated tools or bots, exploiting software bugs, collusion with other players, chargeback fraud, or attempting to manipulate Games.
Live casino and chat rules: Where chat functions are provided (for example, in live casino or bingo rooms), you must not post content that is offensive, defamatory, threatening, discriminatory, obscene, promotional, or otherwise inappropriate. You must not harass or insult other players or staff.
Enforcement: We may mute, restrict, suspend or close your Account, void Bets, or withhold or recover funds where we reasonably suspect a breach of this section or any other serious breach of these Terms, subject to applicable law and regulatory obligations.

Bonus Terms

General Bonus Conditions

Supplementary terms: Bonuses and promotions offered on virgingam.com are subject to these Terms and to specific promotional terms displayed with each offer. In the event of conflict, the promotional terms will typically take precedence for that offer, to the extent permitted by law and UKGC rules.
Eligibility: Certain offers may be limited to new customers, existing customers, particular Games, or specific periods. Eligibility criteria (such as minimum deposit, payment method restrictions or residency requirements) will be clearly set out in the promotional details.
Bonus credits: Bonus Funds are credited into your Account separately from your Real Money Balance. They cannot be withdrawn until applicable Wagering Requirements and other conditions have been fulfilled.

Wagering Requirements and Timeframes

Wagering requirements: Unless stated otherwise in the specific promotion, Bonus Funds and any associated winnings are subject to wagering requirements expressed as a multiple of the bonus (and, where applicable, the deposit). You must complete the required wagering within the stated timeframe for the bonus.
Contribution of Games: Different Games may contribute differently towards wagering requirements (for example, slots may contribute 100%, while table games or low-risk bets may contribute at a lower percentage or not at all). Details will be clearly disclosed in the promotion terms or bonus help pages.
Time limits (2025 alignment): Bonuses will typically specify a validity period (for example, a number of days from issue) during which wagering must be completed. Any Bonus Funds or winnings still subject to wagering at the end of the applicable period (as communicated in 2025 promotional materials) may be forfeited.

Prohibited Actions and Bonus Abuse

Abuse and irregular play: You must not engage in strategies intended to unfairly exploit Bonuses, such as placing minimal-risk bets, hedging Bets across operators, or accumulating guaranteed profits across related accounts. We may withhold or cancel Bonuses and related winnings where we reasonably identify abuse, in line with UKGC expectations.
Payment method restrictions: Certain payment methods may be excluded from specific promotions for fraud-prevention or compliance reasons. These restrictions will be set out in the relevant promotional terms.
Combination of promotions: Unless expressly allowed, Bonuses and promotions cannot be combined. Where multiple offers could apply, we will apply them in the order described in the promotion terms or as displayed in your Account.

Bonus Cancellation and Adjustments

Player-initiated cancellation: You may be permitted to cancel an active Bonus at any time via your Account or by contacting support. If you cancel, any unconverted Bonus Funds and associated winnings that are still subject to wagering will ordinarily be forfeited.
Operator adjustments: We may amend, suspend or remove Bonuses where necessary for legal, regulatory or operational reasons. Changes will not affect Bonuses that you have already claimed, except where required by law, UKGC direction or to address manifest errors, in which case we will act fairly and transparently.

Payments & Withdrawals

Deposits

Payment methods: We may accept deposits via debit cards, selected e-wallets and other payment services as listed in the cashier section of virgingam.com. We do not provide phone payments. As at 2025, we do not offer deposit or withdrawal functionality using cryptocurrencies; if this changes, additional terms will apply and will be clearly communicated.
Ownership of payment methods: You must use payment methods that are in your own name. We may request documentation to verify ownership and may refuse or return deposits from third-party or unverifiable sources.
Deposit limits and controls: You may set personal deposit limits and other safer gambling controls via your Account, in addition to any limits we may apply as part of our affordability and risk management processes.

Withdrawals

Withdrawal methods: Withdrawals are ordinarily processed back to the same payment method used for deposit, where technically feasible and permitted by regulation and banking rules. Where this is not possible, we may require an alternative method in your name.
Processing times: We aim to process withdrawal requests within the timeframes stated in the cashier section of the Website (typically within a few Business Days), subject to required checks. Actual receipt of funds may depend on your bank or payment provider.
Verification and security checks: We may delay or withhold withdrawals until you have satisfactorily completed any outstanding KYC, source-of-funds or other regulatory checks required under UK law as at 2025.

Limits, Fees and Balances

Minimum and maximum amounts: Minimum and maximum deposit and withdrawal amounts are set out in the cashier section. We may refuse or aggregate small withdrawals to reduce administrative costs, provided this is done fairly and in accordance with regulator guidance.
Fees: We do not ordinarily charge fees for standard deposits or withdrawals. However, we may deduct reasonable charges for exceptional services (for example, repeated withdrawals below the minimum threshold), where this is clearly disclosed before you proceed.
Inactive balances: Accounts that remain inactive for a prolonged period may be subject to specific treatment in line with our published policies and UK law (for example, attempts to contact you before any closure or handling of dormant funds).

Refunds, Chargebacks and Bonus Reversals

Refunds of deposits: Refunds of completed Bets are not normally available. In limited circumstances (such as verified error, technical malfunction or regulatory direction), we may refund stakes or adjust balances to reflect a fair and lawful outcome.
Chargebacks: If you initiate a chargeback or payment dispute without valid grounds, we may suspend or close your Account, recover associated costs and report the matter to relevant agencies, in accordance with applicable law and card scheme rules.
Bonus-related funds: Where Bets or transactions funded by Bonuses are voided due to error, breach of promotion terms or regulatory requirements, we may remove or adjust the associated Bonus Funds and winnings, acting fairly and transparently.

Limitation of Liability

Operator Obligations and Service Provision

Duty of fairness: The Operator is committed to providing Games that operate fairly and in accordance with their published rules, paytables and RTPs, using certified random number generators and systems tested as required by the UKGC and the Gibraltar regulator.
Accuracy of information: We take reasonable care to ensure that information on the Website (including Game rules, balance information and transaction records) is accurate and up to date as at 2025. However, minor typographical or display errors may occur and will be handled fairly.
Continuous access: We aim to provide the Website and Games on an uninterrupted basis but do not guarantee that services will be free from delays, errors or downtime. Maintenance, security updates, regulatory requirements or circumstances beyond our control may affect availability.

Exclusions of Liability

Technical failures: To the fullest extent permitted by law, we are not liable for any loss arising from failures of telecommunications, the internet, your equipment, or any third-party services on which you rely to access the Website, provided we have acted with reasonable skill and care.
Indirect and consequential loss: We shall not be liable for indirect, special, incidental or consequential losses or damages, including loss of data, profits, reputation or business opportunity, arising in connection with your use of the Website or Games.
Third-party content: We are not responsible for the content or services of any third-party websites linked from virgingam.com, including ADR provider sites or regulatory portals, which are provided for information only.

Maximum Liability

Financial cap: Subject to the paragraph below, our total aggregate liability to you in respect of any particular Bet, Game or series of related events shall not exceed the amount of the stake placed on the Bet or Game giving rise to the relevant claim.
Non-excludable rights: Nothing in these Terms shall exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law.
Regulatory consistency: Where the UKGC or applicable law requires a different or greater level of protection than set out above, such mandatory protections shall apply and, in the event of inconsistency, shall prevail over these Terms.

Intellectual Property Rights

Ownership of Content and Software

Proprietary rights: All intellectual property rights in the Website and Games, including software, source code, graphics, user interfaces, text, logos, trademarks, audio-visual content and underlying databases, are owned by the Operator, its licensors or third-party providers and are protected by copyright, trademark and other laws.
Virgin brand: The "Virgin" name and associated logos are trademarks of Virgin Enterprises Limited and are used by the Operator under licence. Nothing in these Terms grants you any rights in or to such marks except as necessary to access and use the Website in accordance with these Terms.

Permitted and Prohibited Use

Limited licence: We grant you a personal, non-exclusive, non-transferable and revocable licence to access and use the Website and Games solely for your private, non-commercial entertainment, in accordance with these Terms and applicable law.
Restrictions: You must not copy, reproduce, modify, distribute, transmit, display, perform, publish, license, create derivative works from, or otherwise exploit any content or software from the Website without our prior written consent or that of the relevant rights holder.
Reverse engineering: You must not attempt to reverse engineer, decompile, disassemble or otherwise obtain the source code of any software used in connection with the Website or Games, except to the limited extent permitted by mandatory law.

Privacy & Data Protection

Privacy policy: Your personal data is collected and processed by the Operator in accordance with our Privacy Policy, which is available at virgingam.com/privacy and forms part of these Terms as updated in 2025.
Data usage: The Privacy Policy explains how we use your data for purposes including account management, KYC and affordability checks, responsible gambling monitoring (including GAMSTOP and internal self-exclusion matching), fraud prevention and regulatory reporting.
Your rights: Details of your data protection rights, including access, rectification, restriction and complaint mechanisms, are set out in the Privacy Policy. In the event of any conflict between these Terms and the Privacy Policy in relation to personal data, the Privacy Policy will prevail.

Changes to Terms

Amendments and Updates

Right to amend: We may amend these Terms from time to time to reflect changes in law, regulatory requirements, guidance from the UKGC or Gibraltar regulator, product updates, or improvements to our services as at and after 2025.
Notification methods: Where changes are material, we will notify you by appropriate means, which may include email, notices within your Account, or prominent banners or pop-ups on virgingam.com before the changes take effect.
Version control: The current version of the Terms will be available at virgingam.com/terms, showing the effective date. You should review the Terms periodically to ensure that you understand the conditions that apply to your continued use of the Website.

Acceptance of Changes

Continued use: By continuing to use the Website or to place Bets after changes to the Terms have taken effect, you will be deemed to have accepted the updated Terms.
Right to discontinue: If you do not agree with any change to the Terms, you should stop using the Website, close your Account and, if permitted by law, withdraw any remaining Real Money Balance before the change takes effect.

Termination & Suspension

Operator's Right to Suspend or Close Accounts

Grounds for action: We may suspend or close your Account, and/or restrict your use of the Website, where we reasonably believe that you have breached these Terms, engaged in fraud or money laundering, violated responsible gambling controls, provided inaccurate information, or otherwise acted contrary to applicable law or regulatory requirements.
Regulatory and safer gambling reasons: We may also suspend or close your Account if required to do so by the UKGC, the Gibraltar regulator, GAMSTOP, law enforcement agencies, or as part of our internal safer gambling measures (for example, where we identify potential gambling-related harm or affordability concerns).
Notice: Except where prohibited by law or regulatory instruction, we will use reasonable efforts to notify you of the reasons for any suspension or closure and to explain any steps that you may take to address the issue.

Effect of Termination or Suspension

Outstanding balances: In the event of Account closure, we will ordinarily return any remaining Real Money Balance to you, subject to the outcome of any investigations, legal or regulatory restrictions, and any rights we have to set off amounts owed to us (for example, due to chargebacks or fraud).
Bets in progress: Bets already placed but not yet settled at the time of suspension or closure will generally stand and be settled in the normal course, unless voiding is required by law, regulator instruction, Game rules or these Terms.
Bonus funds: On closure of your Account, any unused Bonus Funds and associated winnings that are still subject to wagering requirements may be forfeited, unless we are required by law or regulator instruction to act differently.

Player-Initiated Closure

Account closure: You may close your Account at any time via the Account settings or by contacting customer support. We may request identity verification before processing closure and returning any remaining Real Money Balance.
Self-exclusion: Where closure is requested due to gambling concerns, we may recommend or implement self-exclusion measures, including registration with GAMSTOP, to enhance protection in line with responsible gambling obligations.

Governing Law & Jurisdiction

Applicable Law

England and Wales: For players located in Great Britain using virgingam.com, these Terms and the relationship between you and the Operator shall be governed by and interpreted in accordance with the laws of England and Wales, without prejudice to any mandatory consumer protection laws that apply.
Regulatory oversight: The Operator's remote gambling services for Great Britain are regulated by the UKGC under account number 38932. For activity outside Great Britain, the Operator is licensed and regulated by the Gibraltar Gambling Commissioner under RGL No. 46.

Dispute Resolution and Courts

Internal complaints: If you have a complaint about our services, you should first contact our customer support team via live chat or email channels described on virgingam.com. We will handle complaints in line with our internal complaints procedure and UKGC requirements, providing a final response where the matter cannot be resolved informally.
ADR escalation: If you remain dissatisfied after receiving our final response concerning a gambling-related dispute, you may refer the matter to our appointed ADR Provider, currently eCOGRA, using the online form available at ecogra.org/forms/adr-dispute-step-1 or any updated ADR channel we may notify in 2025 or thereafter.
Court proceedings: Subject to your right to refer disputes to ADR, you and we agree that any legal proceedings relating to these Terms or your use of the Website may be brought before the courts of England and Wales, which will have non-exclusive jurisdiction.

Contact Information

Website: The official Website for the services covered by these Terms is virgingam.com. Information about Terms, Privacy, Responsible Gambling and Complaints procedures can be found at virgingam.com/terms, virgingam.com/privacy and virgingam.com/responsible-gaming.
Customer support: Customer support is available 24/7 via live chat and email. Access to live chat and email contact forms is provided through the help or support sections of virgingam.com. No telephone support is currently offered for players in Great Britain.
Email contact: While specific email addresses may be displayed within your Account or on the Website from time to time, you should use the contact methods indicated on virgingam.com to ensure your query is routed correctly. As at the date of these Terms, no dedicated public support email address is specified here.
Registered and legal address of Operator: Gamesys Operations Limited, Suite 2, Floor 4, Waterport Place, Gibraltar, GX11 1AA, Gibraltar. This is the registered office and legal address of the Operator responsible for the services described in these Terms.
ADR Provider contact: For eligible gambling disputes that remain unresolved after our internal process, you may use the eCOGRA ADR complaint form currently available at ecogra.org/forms/adr-dispute-step-1, subject to any updated ADR information we provide on virgingam.com.