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.
Our internal complaints procedure
Should you be unhappy with us, you can follow the steps detailed below:
If you have cause for complaint, you can contact our customer support team by email email@example.com, phone or live chat. Your complaint will be dealt with by one of our Customer Support Supervisors.
We always seek to resolve any complaints internally and hope you won’t need to progress beyond this first step. But if you remain unhappy, please let us know.
If 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 one first, you’ll be asked to contact our customer support team.
Please address letters to:
Managing Director's office
3rd Floor World Trade Center
6 Bayside Road
Gibraltar, GX11 1AA
Alternatively, email firstname.lastname@example.org
We aim to provide a full response within five 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 stage three of our complaints procedure should you remain unhappy.
The 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) service
With 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 stages of our complaints procedure.
You can inform eCOGRA of your complaint by writing to:
2/F Berkeley Square House
Online dispute resolution (ODR) service
You 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.