What are Spending Controls?
Spending Controls are a mechanism which controls a players level of loss. Should you receive a message stating ‘Sorry, your bet was unsuccessful’ and that 'We couldn't place that bet due to your spend controls' when betting on sports or casino games, this means that you are approaching the limit applied to your account.
Why is that?
Responsible gambling is very important to us and we always want our customers to be comfortable with the amount of money they spend. As a result, you may find you occasionally hit an internal limit preventing you from placing further wagers.
Who sets a spending limit?
When you register an account, spending controls are automatically applied to all accounts upon creation and are managed by our player protection team.
How does a spending limit work?
Spending limits take into consideration the activity on an account over a daily, weekly or 30-day rolling period.
They monitor the amount of loss in an account. Once a player's loss reaches a certain level, they will prevent them from placing further bets to control the risk of further losses.
You won’t be able to adjust the limit yourself.
Who are the Player Protection team?
Our player protection team are trained responsible gambling professionals who review activity of customer accounts.
If you feel you can afford to spend more than your current spending control allows you to, you can contact them at any time on 0808 169 9552 to have a conversation and have your affordability assessed.
I cannot get through to the player protection team...
The team may experience busy periods, resulting in longer waiting times or no answer. We recommend you leave a voicemail or try again later.
I don’t want a spending limit... can it be removed?
Spending controls are designed to keep our customers safe. As proud advocates for responsible gambling, we’re happy to discuss the account in detail to determine the appropriate controls to be set.
Why have you let me deposit but not allowed me to bet?
Spending controls are different from deposit limits, so you may be able to deposit funds but not place a bet. Should you not wish to wait for your limit to refresh, you can always withdraw funds.
I cannot speak on the phone, what should I do?
We may be able to arrange for a conversation to take place via live chat. Please contact customer support to arrange a time and date to speak to the player protection team.
Should you need assistance, email full details of your query to email@example.com. You can also use our live chat service by clicking here . If you prefer to use social media, tweet @VirginBetHelp.