At Virgin Casino, it's all about having fun and we want it to stay that way!
It's very important to remember that you should only bet what you can afford and always set yourself sensible limits. If you find that you are getting into any problems, please contact our Customer Support Team, and we'll do our best to help you.
If you or someone you know has a gambling problem and wants help, call 1-800-GAMBLER (1-800-426-2537) for confidential help 24 hours a day.
At Virgin Casino, we want our patrons to enjoy playing their favorite games and gamble responsibly. However for some, gambling can become a problem. Please read the information below. It is very important especially if you are recovering from any kind of dependency.
Deposit Limits - you can set daily, weekly or monthly limits on the amount you deposit into your Patron Account.
Gaming Session Limits - You can set yourself gaming session control limits so you can control the amount of time you want to play.
Account Cool Off - You can take a break from the site for between 72 hours and 4 weeks. During that time you won't be able to log in to your Patron Account.
New Jersey Casino Gambling Self-Exclusion Program - You may request to voluntarily exclude access to your online account by signing up for the New Jersey Casino Gambling Self-Exclusion Program To sign up to the self-exclusion program you may submit an application via your online account or visit one of the two Department of Gaming Enforcement offices in person at the address locations as detailed on the Self-Exclusion section of My Account. On a request made using your online account you may exclude access to your account for a period of one (1) year or five (5) years during that time you will not be able to re-open your account or take part in any games at any gaming facilities in New Jersey..A person remains on the list until such time as they appear in person and request to be removed from the list at one of the two Division of Gaming Enforcement offices. You may only request a lifetime exclusion by making an in person request at one of the DGE's offices.
What we can do to help you:
View Your Play History - You can view your recent history of deposit, wagering, and withdrawal transactions in the My Account section of the website.
Talk to Professionally Trained Staff - All Virgin Casino Customer Support staff are trained to be aware of gambling problems and are available to offer free help and support when you most need it.
There are many organizations that can provide help and support to individuals who develop a problem with gambling. If you feel that you may have a problem controlling your gambling we strongly recommend that you contact one of the following professional organizations for help and guidance.
Council on Compulsive Gambling of New Jersey - provides a confidential hotline and information on how to gamble responsibly and offers advice and counseling to anyone who is affected by problem gambling.
National Center for Responsible Gaming (NCRG) - the only national organization exclusively devoted to funding research that helps increase understanding of pathological and youth gambling and find effective methods of treatment for the disorders.
Gamblers Anonymous - Gamblers Anonymous is a fellowship of men and women who have joined together to share their experiences, try and solve their common problems, and thereby help others to recover from gambling problems. There are more than 45 Gamblers Anonymous meetings in New Jersey every week. If you or someone you know wants to find the nearest meeting, the time, day, and location of each is available either through Gamblers Anonymous or the Council on Compulsive Gambling of New Jersey.
If you are concerned that gambling may be playing a significant part in your life then the following questions may help you find out:
The more you answer 'yes' to these questions, the more likely you are to have a serious gambling problem.
Underage gambling is illegal. It is a criminal offense for anyone under the age of 21 to open an account and gamble. You must be at least 21 years old to register an online account with Virgin Casino and play our games.
In order to ensure that minors do not play, we require all members to confirm their name, address, social security number, and date of birth during the account registration process. We perform an electronic verification using a third party data reference company to validate the age and identity of all members. This is a not a credit check, it simply helps confirm your identity. Your account registration will not be activated unless your date of birth and identity details have been confirmed and verified.
Gambling under the age of 21 years old or facilitating someone under the age of 21 years old to gamble is a criminal offense. For anyone found to be under the age of 21 years old, all bets placed will become null and void and any winnings forfeited. Other legal ramifications may also apply.
We encourage all our members to prevent access by minors to our gaming service. Account holders must not allow anyone else to access or use their gaming account.
Account holders are responsible for configuring their device's auto-lock feature to protect the terminal from unauthorized use. If you share your device with friends or family who are under the legal age to register and place bets on our site, you can use these third party applications which offer parents and guardians a way to monitor and restrict the use of the computer's access to the Internet: www.icra.org, www.netnanny.com or www.cyberpatrol.com
To access your online account you must login using your unique username or email, password, and SMS PIN code.
Security questions are designed to be memorable to you but hard for anyone else to guess and they help us verify that you are the person who is requesting access to your account.
You may request to change your account access details in the My Account - My Details section at anytime once you are logged in to your account. If you forget any of your account access details you will be required to successfully verify your identity using your additional personal information questions. If you need further help remembering your account access details, contact our Customer Support Team for assistance.
Your account username, password and personal question details are issued for your personal use and should be kept private at all times. Your account is for your sole personal use only and provided that we have been correctly supplied with the account information requested, we are entitled to assume that all payment and gaming transactions are made by you. We take no responsibility for any third party access to your account and under no circumstances shall we be liable for any losses incurred by you as a result of misuse of your password by any person or for any unauthorised access to your account and all transactions where your username and password have been entered correctly will be regarded as valid, whether or not authorized by you.
Virgin Casino takes the privacy of your personal information very seriously and employs industry-standard practices to safeguard your account details. When using your online account, there are also some best practices you can follow to maximize the security of your account.
Virgin Casino advises you to use strong passwords with your online account. You can also add extra characters and punctuation marks to make your password even stronger. Using a strong password is the most important thing you can do to help keep your account secure.
All web pages where you can view or change your Virgin Casino account security details utilize Secure Sockets Layer (SSL) to protect your privacy.
Good online security requires a combination of good practices by companies running Internet services and informed behavior by users. Below are some good rules to follow to maximize your security when using your online account.
If you believe your account information has been compromised, visit My Account - My Details to change your password immediately. If you need additional help, contact our Customer Support Team for assistance.
Your gaming experience is important to us, and we want you to be entirely satisfied with the service you receive from us. We aim to provide the best service to you at all times. However, should we fail to meet your expectations in some way, we want the opportunity to address your concerns as quickly as we can.
If at anytime you would like to register a complaint, you can contact us 24 hours a day, 365 days a year by Live Chat or by email. Our trained and experienced staff will be happy to help. Please allow 72 hours for us to respond to your complaint.
If you feel that your complaint has not been resolved to your satisfaction, it can be escalated by writing to Virgin Casino’s Internet Gaming Manager at firstname.lastname@example.org. Please ensure that your email includes the following:
Our Internet Gaming Manager will respond to your complaint within five working days. If there is any reason for further delay, we will keep you informed and let you know how the investigation is progressing. Once we have fully assessed your complaint, we will send you an email to your registered email address confirming our final response.
If, for any reason you are unsatisfied with the resolution proposed by our Internet Gaming Manager, you have the option to lodge a complaint with the Complaints Manager or the Managing Director’s Office of the Division of Gaming Enforcement.
If you wish to file a complaint there are three means by which you can communicate to the Division:
New Jersey Division of Gaming Enforcement
1300 Atlantic Avenue, 2nd Floor
Atlantic City, NJ 08401
Tropicana Atlantic City Corp. operates this site through its platform provider Gamesys Group, pursuant to an Internet Gaming Permit (NJIP#13-005) issued by the New Jersey Division of Gaming Enforcement in accordance with the Casino Control Act.
Virgin Casino complies with the New Jersey Casino Control Act and the regulations of the Division of Gaming Enforcement. Patrons must be physically located in New Jersey to play our real cash games. Under legislation set forth in 18 U.S.C. §§ 1084 et seq. (The Wire Act) and 31 U.S.C. §§ 3163 through 3167 (UIEGA) it is a Federal offense for persons physically located outside of New Jersey to engage in Internet or mobile wagering through a New Jersey casino, unless explicitly authorized by the Division of Gaming Enforcement.