Making a complaint We aim to provide the best possible experience for you at all times. But on the rare occasion we fail to meet expectations, we want to put things right quickly.Should you be unhappy with us, you can follow the steps detailed below:Step 1If you have cause for complaint, you should raise it to our Shift Manager directly by emailing support@virginbet.com or using our live chat service.We always seek to resolve any complaints internally and hope you won’t need to progress beyond this first step.The Shift Manager is not always available to take a live chat, however, in these instances you will be advised to raise your complaint via email, we’ll aim to reply within 48 hours.Although you may have previously spoken to a member of our Customer Support team regarding your complaint, you will need to have spoken directly or have had an email response from the Shift Manager before you move to Step 2 of the complaints process. Step 2If you feel your complaint has not been resolved satisfactorily, it can be escalated by writing to Virgin Bet Limited, the licensed operator of Virgin Bet. You’ll need to let us know why you remain dissatisfied and the licensed operator will ensure your complaint is reviewed objectively, fairly and reasonably. If you haven’t gone through Step 1 first, you’ll be asked to contact our customer support team. Please address letters to:Managing Director's officeOffice 7.07th Floor World Trade Center6 Bayside RoadGibraltar, GX11 1AAAlternatively, email step2@virginbet.comWe aim to provide a full response within 14 working days of receipt. But if this isn’t possible for any reason, we’ll keep you informed and let you know how the procedure is progressing.Although this process is expected to bring the matter to a mutually agreeable solution, you can progress the complaint to Step 3 of our complaints procedure should you remain unhappy.Step 3The managing director's office will have personally reviewed the details of your complaint and we’ll send you a letter confirming our final response. But if you remain unsatisfied, you have the right to refer your complaint further. Alternative dispute resolution (ADR) serviceWith the approval of the Gambling Commission of Great Britain, who will consider any complaint made against our service, we’ve appointed eCOGRA (eCommerce Online Gaming Regulation and Assurance) as our ADR service.We’ll fully co-operate and support any investigations they may undertake. Please note that in order to escalate your complaint to eCOGRA, you must have completed the first two steps of our complaints procedure.You can inform eCOGRA of your complaint by writing to:2/F Berkeley Square HouseBerkeley SquareLondonW1J 6BDUnited KingdomAlternatively, you can email info@ecogra.org or visit http://www.ecogra.org/.Online dispute resolution (ADR) serviceYou may also use the ODR platform, but this will take you to our appointed ADR service (eCOGRA) and may prolong the process of resolving your dispute, so we recommend contacting eCOGRA directly instead. You can find out more here.Additionally, to aid in your preparation and recording of a complaint, the UK Gambling Commission recommends the use of a complaint handling tool such as the free Resolver system. If you need any further assistance, please see our contact details here. Related articles Contact us Virgin Bet FIVES Account security Who are the Player Protection team? How do I add a new payment method?