I have changed my limit, but still cannot play. Why?
You can change your limit at any time, but any increase or removal of your limit can take up to 24 hours to take effect, as this allows any current limits on your account to complete.
Please note that a decrease in your limit will go into effect immediately, and it will take into consideration any previous time played on the site. For example, if you have been playing for 60 minutes, and then you set a session limit of 120 minutes, you will only be allowed to play for a further 60 minutes.
However, if you choose to increase or remove a limit, your current limit will need to expire before the increased or removed limit can become effective. For example, if you currently have a Session Limit of 30 minutes and wish to increase to 60 minutes, you will need to wait until the current Session Limit completes. You will see a notification pop-up indicating the date and time the new increased limits will become effective.
Note: Please be advised that Customer Support cannot override any limits set in place.
If you would like any more information about our Responsible Gaming policy and how you can stay in control, you can click here or check our full policy at https://www.virgincasino.com/responsible-gaming.