Your gaming experience is important to us, and we want you to be entirely satisfied with the service you receive from us. We aim to provide the best service to you at all times. However, should we fail to meet your expectations in some way, we want the opportunity to address your concerns as quickly as we can.
If at any time you would like to register a complaint, you can contact us 24 hours a day, 365 days a year by Live Chat or by email. Our trained and experienced staff will be happy to help.
Please allow 72 hours for us to respond to your complaint.
If you feel that your complaint has not been resolved to your satisfaction, it can be escalated by writing to the Virgin Casino Internet Gaming Manager at: firstname.lastname@example.org. Please ensure that your email includes the following:
● Your first and last name
● A detailed description of your situation
● Any response you received from the Customer Support Team in Step 1
● The best way to contact you
Our Internet Gaming Manager will respond to your complaint within five working days. If there is any reason for further delay, we will keep you informed and let you know how the investigation is progressing. Once we have fully assessed your complaint, we will send you an email to your registered email address confirming our final response.
If, for any reason you are unsatisfied with the resolution proposed by our Internet Gaming Manager, you have the option to lodge a complaint with the Division of Gaming Enforcement. Please note that you must complete Steps 1 and 2 before proceeding to this stage.
If you wish to file a complaint there are three means by which you can communicate to the Division:
● You can complete the Internet Gaming Dispute Form via their website:
● You can e-mail a complaint to the Division: email@example.com
● You may contact the Division of Gaming Enforcement by calling (609) 984-0909.