Responsible Gaming

Responsible gaming at Virgin Bet on virginicaz.com is about keeping gambling as a form of entertainment, not a way to make money or solve financial problems. Our goal is to help you make informed, conscious decisions: setting limits, recognising risks, and knowing when to stop. If gambling stops being fun or starts to cause concern, we are committed to offering tools, information and direct support so you can regain control and, where necessary, access specialist help.

Risk Awareness

Gambling carries financial and psychological risks. Under the oversight of the UK Gambling Commission (licence no. 38905, held by Gamesys Operations Limited), Virgin Bet is required to provide clear information to help you recognise early signs of harm.

Signs you may be developing a gambling problem

Preoccupation: Frequently thinking about gambling, planning the next session or how to get money to gamble, even when you are busy with other tasks.
Chasing losses: Increasing stakes or extending sessions specifically to recover money already lost.
Spending more than you can afford: Using money needed for bills, rent, food, credit repayments or borrowing to gamble.
Loss of control: Finding it hard to stick to limits or stop, even when you intend to or know it may cause problems.
Time distortion: Gambling for longer than planned, neglecting work, study, family or social commitments.
Emotional impact: Feeling guilt, shame, anxiety, low mood or irritability linked to gambling.
Secrecy: Hiding gambling activity, statements or devices from family or friends.
Escapism: Using gambling to escape from stress, loneliness, depression or other problems.

Self-assessment questions

If you answer "yes" to several of the questions below, we strongly recommend using our safer gambling tools and contacting a support organisation such as GamCare or Gambling Therapy.

Do you often gamble longer than you planned?
Have you lied to family or friends about how much time or money you spend gambling?
Have you ever borrowed money, sold possessions or used credit to fund gambling?
Do you gamble to escape worries, feelings of stress, anxiety or depression?
Do you feel agitated or irritable when you try to reduce or stop gambling?
Have work, studies or relationships suffered because of your gambling?
Do you regularly try to win back money you have lost (chasing losses)?

Important: This self-check is not a medical diagnosis. Only a qualified professional can diagnose a gambling disorder, but your answers are an important signal to seek further advice and support.

Limits & Tools

Virgin Bet provides a range of safer gambling tools on virginicaz.com to help you stay in control. As required by UKGC regulations and industry best practice (including eCOGRA "Safe and Fair" standards applied to the Gamesys platform), you can configure limits directly in your account.

Deposit limits (daily, weekly, monthly)

Access your account: Log in to your account on virginicaz.com and go to the "My Account" or "Safer Gambling/Responsible Gaming" area (this may also appear as "Play Responsibly" or similar).
Open the limits section: Select "Deposit Limits" or "Set Limits". You will usually see options for:
- Daily limit - maximum you can deposit in any 24-hour period.
- Weekly limit - maximum you can deposit from Monday - Sunday or a rolling 7-day period.
- Monthly limit - maximum you can deposit in a calendar month or rolling 30-day period.
Choose appropriate amounts: Enter realistic figures that you can comfortably afford to lose, after all essential expenses and savings. Example:
- Daily: £20
- Weekly: £50
- Monthly: £150
Confirm and save: Review your choices and confirm. The system will enforce these limits automatically and prevent deposits above the specified thresholds.
Making changes later:
- Lowering limits normally takes effect immediately or very quickly.
- Increasing limits will be subject to a mandatory cooling-off period (for example, 24 hours or more) and may trigger additional affordability or safer gambling checks in line with UK regulations.

Time management tools (session timers and reminders)

Session duration reminders: In the responsible gaming area of your account, you can typically set reminders (e.g. every 30, 60 or 120 minutes). After the selected interval, a pop-up will show how long you have been playing and invite you to take a break or log out.
Reality checks: These are timed notifications that display your net win/loss and time spent. Use them to compare your actual play with your original plan.
Suggested use: Decide in advance how much time you wish to spend (for example, one hour). Set a reminder for 60 minutes and commit to reassessing whether you should continue or stop when it appears.

"Time-Out" (short breaks from gambling)

If you need a brief pause, but not long-term exclusion, you can activate a Time-Out.

Navigate to Time-Out: While logged in, go to "My Account" > "Safer Gambling/Responsible Gaming" > "Time-Out" or similar.
Select the duration: Common options are:
- 24 hours
- 48 hours
- 72 hours
- Up to several weeks (for example, 1 - 6 weeks)
Confirm your choice: Read the description carefully and confirm. Once activated, you will be unable to play or deposit until the Time-Out ends.
During Time-Out: You may still be able to log in to check your account balance or withdraw funds, but you will be blocked from gambling activity. Specific functionality may vary; refer to on-site information or contact support at [email protected] for clarification.
End of Time-Out: At the end of the selected period, your account will automatically be reactivated for play unless you choose additional restrictions.

Self-Exclusion

Self-exclusion is a stronger, legally supported measure for players who feel they are at risk of, or currently experiencing, gambling-related harm. Under UK law and the UK Gambling Commission licence requirements, Virgin Bet on virginicaz.com must offer self-exclusion periods of at least 6 months.

How to activate self-exclusion

Access the self-exclusion section:
- Log in to your account and go to "My Account" or "Safer Gambling/Responsible Gaming".
- Select "Self-Exclusion" or "Close My Account for Gambling Problems".
- If you cannot log in or need assistance, contact customer support by email at [email protected] or via 24/7 live chat (link available within your account interface).
Choose the duration:
- Minimum: 6 months (mandatory under UKGC rules).
- Other options may include 1 year, 2 years, 5 years or a "lifetime" exclusion.
- Select the period that realistically reflects how long you need to stay away from gambling.
Confirm and acknowledge:
- Read the information on the self-exclusion page carefully, including consequences and re-opening rules.
- Tick any acknowledgement boxes and click "Confirm" or "Submit". You may receive a confirmation email.

Consequences of self-exclusion

Account access: Once self-exclusion is applied, you will not be able to log in to your account for gambling purposes during the exclusion period.
New accounts: You agree not to open new accounts with Virgin Bet or associated brands. The operator will take reasonable steps to prevent this, but you must also take responsibility for not attempting to bypass the exclusion.
Deposits and play: You will not be able to deposit funds or place bets/wagers. Any attempt to gamble during self-exclusion will be blocked where technically possible.
Existing balances and withdrawals:
- You remain entitled to withdraw any remaining real-money balance, subject to standard verification and withdrawal procedures.
- If you are unsure how to access your funds during self-exclusion, contact support at [email protected].
Irreversibility during the period: Self-exclusion cannot be cancelled or shortened once in place. This is a regulatory safeguard intended to protect you.
After the exclusion period:
- Re-opening is not automatic. At the end of the minimum period, you may be required to contact support and undergo a cooling-off period before any account can be reopened.
- The operator may refuse to reopen your account if continuing to gamble appears unsafe based on risk indicators.

Support during self-exclusion

Self-exclusion should be combined with additional support:

Register with national self-exclusion schemes (see below for UK GAMSTOP and other jurisdictions).
Install blocking software on your devices (e.g. Gamban or BetBlocker).
Contact specialist organisations such as GamCare, Gambling Therapy, or Gamblers Anonymous for ongoing help.
Inform trusted family members or friends so they can support your recovery and help you avoid triggers.

Support Resources

Virgin Bet and virginicaz.com strongly encourage any player experiencing difficulties to seek professional, confidential support. The organisations listed below are independent of the operator. They provide free or low-cost assistance, including counselling, live chat, and group meetings.

Local support for UK players

GamCare National Gambling Helpline
- Phone: 0808 8020 133 (free from UK landlines and most mobiles)
- Hours: 24 hours a day, 7 days a week
- Languages: English (with reasonable adjustments or referral options where needed)
- Services: Telephone counselling, live webchat, information and referral to local treatment services.
NHS gambling treatment services
- Access: Via GP referral or self-referral to regional NHS clinics (availability varies by region).
- Website: https://www.nhs.uk/live-well/addiction-support/gambling-addiction
- Services: Evidence-based psychological therapies, treatment for co-occurring mental health conditions.

International and online support organisations

🏢 Organization	📞 Contact	🌐 Website	⏰ Hours	🗣️ Languages
GamCare (UK)	+44 0808 8020 133	gamcare.org.uk	24/7	English
Gambling Therapy	Online chat	gamblingtherapy.org	24/7	Multilingual
Gamblers Anonymous	Local meetings	gamblersanonymous.org	Varies	Multiple

National and multi-jurisdictional self-exclusion schemes

United Kingdom - GAMSTOP
- Website: https://www.gamstop.co.uk
- Scope: Free nationwide self-exclusion from participating UK-licensed online gambling operators.
- Durations: 6 months, 1 year or 5 years, with strong safeguards against early cancellation.
- Recommendation: If you self-exclude from Virgin Bet, we strongly advise also registering with GAMSTOP to prevent access to other UK-licensed sites.
Spain - RGIAJ (Registro General de Interdicciones de Acceso al Juego)
- Website: https://www.ordenacionjuego.es/en/rgiaj
- Scope: National register allowing Spanish residents to prohibit access to licensed gambling operators in Spain.
Other jurisdictions: Many countries operate their own self-exclusion registers. If you live outside the UK or Spain, please check your national gambling regulator's website for details.

Blocking and filtering tools

Gamban
- Website: https://gamban.com
- Function: Device-level software that blocks access to gambling websites and apps across operating systems.
BetBlocker
- Website: https://betblocker.org
- Function: Free gambling-blocking app providing a wide range of restriction periods.
Additional measures: You may also set parental controls on devices, request gambling blocks from your bank or card issuer, and limit access on shared computers.

Support for families and affected others

GamCare - affected others support: Offers counselling, online groups and resources for partners, family members and friends impacted by someone's gambling.
Gambling Therapy - family and friends forums: Online spaces for those affected to share experiences and receive support.
Confidentiality: All reputable services operate under strict confidentiality rules. They will not share your information with Virgin Bet, virginicaz.com or other operators without your explicit consent, except where legally required to protect life or safety.

Help for Family

Gambling-related harm often affects close relatives, partners and friends. If you are worried about someone who uses Virgin Bet or any other gambling service, you also deserve support.

How to start the conversation

Choose the right moment: Talk when both of you are calm, not immediately after a loss or an argument.
Use "I" statements: Focus on how their gambling affects you ("I feel worried when...") rather than accusations ("You always...").
Avoid blame and shame: Problem gambling is often linked to stress, mental health issues or previous trauma. Emphasise concern, not judgement.
Be specific: Mention concrete behaviours (missed bills, secrecy about finances, changes in mood) rather than general criticism.
Encourage, do not force: Suggest support options (counselling, helplines, self-exclusion) and offer to help them make contact.

Engaging them with support

Offer to sit with them while they call the GamCare Helpline (0808 8020 133) or use live chat on gamcare.org.uk.
Encourage them to complete an online self-assessment and consider tools such as deposit limits, Time-Out or self-exclusion on virginicaz.com.
Discuss registering with GAMSTOP and installing blocking software to reduce temptation.
Respect their autonomy, but make clear that you are worried and that professional help is available.

Support resources for family members

GamCare forums and chatrooms:
- Website: https://www.gamcare.org.uk/get-support/online-community/
- Provides moderated forums and group chat sessions for people affected by someone else's gambling.
Gambling Therapy - Family & Friends:
- Website: https://www.gamblingtherapy.org
- Online support groups and resources specifically for relatives and friends.
Next steps:
- Consider speaking to your GP or a psychotherapist/psychologist experienced in addiction for individual support.
- Use national or local mental health helplines if you feel overwhelmed or at risk of harm.

Protecting yourself: While supporting someone with a gambling problem, you are not responsible for their behaviour. Prioritise your own safety and financial stability (for example, by separating finances or seeking legal advice if necessary).

Operator's Commitment

Virgin Bet is operated under UK remote gambling licence no. 38905 issued to Gamesys Operations Limited by the UK Gambling Commission. As part of this framework, and in line with industry standards and independent oversight (including eCOGRA Safe and Fair auditing), we are committed to identifying and addressing risky gambling behaviour on virginicaz.com.

Internal risk checks and monitoring

Behavioural analysis: We may use automated systems and manual reviews to monitor indicators such as:
- Rapid and repeated deposits, especially following losses.
- Significant increases in stake size or session frequency.
- Extended play periods with minimal breaks.
- Repeated use of payment methods that may indicate financial stress (for example, frequent declined transactions).
Affordability and source-of-funds checks: In line with UK regulatory expectations and safer gambling guidelines, we may request additional information (such as income or source-of-funds evidence) if your activity appears inconsistent with sustainable spending.
Age and identity verification: We are required to verify that all customers are at least 18 years old and to prevent underage gambling.

Interactions and interventions

Proactive contact: If our systems or staff identify patterns suggesting potential harm, our safer gambling or customer support team may:
- Send safer gambling messages via on-site notifications or email.
- Contact you directly (for example, by email or telephone) to discuss your activity, offer information and suggest tools such as limits, Time-Out or self-exclusion.
Account restrictions: Where we reasonably believe that continued gambling could be harmful or that regulatory obligations require action, we may:
- Reduce or block further deposits.
- Apply temporary suspensions or permanent account closures.
- Decline requests to increase existing limits.
Record-keeping: We will keep records of safer gambling interactions and decisions in accordance with regulatory and data protection requirements, including the UK General Data Protection Regulation (UK GDPR).

Important: Our tools and checks are designed to support you but do not remove your responsibility to monitor your own gambling and to use the protective measures available. We cannot guarantee that problem gambling will always be detected.

Updates

Responsible gaming practices and regulatory requirements evolve over time. Virgin Bet therefore reviews and updates this page periodically to reflect:

Changes in UK legislation, UK Gambling Commission guidance or licence conditions affecting safer gambling duties.
Updates to internal policies, monitoring tools or customer support processes.
Additions or changes to external support services and self-exclusion schemes.

How you will be notified of changes

Website updates: The most current version of this Responsible Gaming page will always be available on virginicaz.com.
On-site notifications: For material changes (for example, new tools or significantly updated policies), we may display banners or messages when you log in.
Email communication: Where appropriate, and when permitted by your communication preferences, we may send email notifications describing important amendments.

Date of last update: 06 November 2025 (content intended to remain valid and aligned with UK requirements through at least 2026, subject to further updates as needed).

Contact & Feedback

If you have questions about safer gambling, need help using any of the tools described above, or wish to provide feedback on our responsible gaming measures, please contact us.

Responsible gaming contact details

Email (Responsible Gaming & Support): [email protected]
External problem gambling helpline (GamCare): 0808 8020 133 (24/7, free from most UK phones)
Live chat: 24/7 customer support live chat is available via your account interface on virginicaz.com (exact URL may vary and is accessible once logged in).

Feedback and self-control request form

Within your account area on virginicaz.com, you may have access to a secure contact or support form. You can use this to:

Request help in setting or adjusting deposit, time or loss limits.
Ask for information about Time-Out, self-exclusion or GAMSTOP registration.
Share concerns about your own gambling or that of someone using your payment details.
Provide feedback on how we can improve our responsible gaming services.

When contacting us about safer gambling, please clearly state that your message relates to "Responsible Gaming" or "Safer Gambling" so it can be prioritised by our support team.