What do the messages ‘Spending limit exceeded’ and ‘Gaming limit exceeded’ mean?
Should you receive a message stating ‘Spending limit exceeded’ when betting on sports, or ‘Gaming limit reached’ when playing our casino games, your losses over a 30-day period within that specific area have reached a point where we’d like to talk to you to confirm you’re in control and comfortable with your level of spending.
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?
Spending limits are managed by our social responsibility team and are set in line with your activity after a call with them. You may also find that a spending limit is applied without a phone call. This is usually after we email you to confirm that a discussion needs to take place. If this happens, we recommend reviewing that email for further details on what to do next.
How does a spending limit work?
Spending limits take into consideration the activity on an account over a 30-day rolling period. Based on that information or a discussion with the account holder, our social responsibility team may apply a sportsbook limit, a casino limit or both.
You won’t be able to adjust a limit yourself and should either wait for it to refresh over time or contact our social responsibility team. Please also get in touch with them if you’ve received a message stating ‘Spending limit exceeded’ or ‘Gaming limit reached’ and would like to continue gambling.
Who are the social responsibility team?
Our social responsibility team are trained responsible gambling professionals who review activity of customer accounts. You can contact them at any time on 0808 169 9552. Alternatively, if you contact customer support, they will be happy to arrange a call back for you within 48 hours.
I cannot get through to the social responsibility team...
The team may experience busy periods, resulting in longer waiting times or no answer. We recommend you either leave a voicemail or contact customer support to arrange for the team to call you back within 48 hours.
I don’t want a spending limit... can it be removed?
Spending limits 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 limit to be set.
Why have you let me deposit but not allowed me to bet?
Spending limits 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 social responsibility team.
Should you need assistance, email full details of your query to firstname.lastname@example.org. You can also use our live chat service by clicking here or call 0808 169 7700. If you prefer to use social media, tweet @VirginBetHelp.