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Responsible Gaming and Patron Protection

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.

Know Your Limits

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.

• Always establish limits for depositing, wagering, and losses before you start playing.
• Decide beforehand on a time limit for your playing session and stick to it. Within that period ensure that you take regular breaks from playing.
• Never gamble if it interferes with your daily responsibilities.
• Never gamble if you are in recovery for any dependency or are under the influence of alcohol or any other substance.
• Never gamble if your primary aim is to recover losses, and remember, bet with your head not over it.

Play Responsibly - Set Gaming Limits

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.

Getting Further Help

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 wish to refrain from gambling we strongly advise you to install gambling website blocking software such as GamBlock or BetFilter. Please visit www.gamblock.com or www.betfilter.com.

Self Assessment Questions

If you are concerned that gambling may be playing a significant part in your life then the following questions may help you find out:

• Do you stay away from work to gamble?
• Do you gamble to escape from a boring or unhappy life?
• When you're gambling and you run out of money, do you feel lost or empty and in despair or as if you need to gamble again as soon as possible?
• Do you gamble until your last dollar is gone?
• Have you ever lied to cover up the amount of money or time you spend gambling?
• Have others ever criticized or made comments about your gambling?
• Have you lied, stolen, or borrowed just to get money to gamble or pay gambling debts?
• Are you reluctant to spend 'gambling money' on anything else?
• Have you lost interest in your family, friends, or hobbies?
• After losing, do you feel you must try and win back your losses as soon as possible?
• Do arguments, frustrations, or disappointments make you want to gamble?
• Do you feel depressed or even suicidal because of your gambling?

The more you answer 'yes' to these questions, the more likely you are to have a serious gambling problem.

Underage Gambling

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.

Protecting Minors and Parental Controls

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

Account Access Controls

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.

How Virgin Casino Keeps your Account Secure

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.

• Always use a strong password
• Change your password regularly and avoid reusing old passwords
• Do not share your online account details with anyone, even family members
• Do not leave your device unattended
• Do not share your personal financial or banking information with anyone
• Do not use the 'Save Username / Password' functionality on your computer or access device
• Never send your password or any private account information over email
• Choose security questions and answers that cannot be easily guessed by someone else. To be even more secure, your answers can even be nonsense as long as you can remember them. For example, Question: What is your favorite city? Answer: Red
• Avoid phishing scams. Don’t click on links in suspicious email messages, and don’t provide personal information on any website you aren’t certain is legitimate
• If you suspect that someone knows your online account username and password, change your account password immediately
• When using a public computer, always sign out when your session is complete to prevent other people from accessing your account
• If you abandon an email address associated with your online account, be sure to update your account details with a current email address

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.

Account Disputes / Complaints Procedure

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.

Our Internal Complaint Procedure

Step 1

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.

Step 2

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 igcomplaints@tropicana.net. Please ensure that your email includes the following:

• Your first and last name
• A detailed description of your situation
• Any response you received from the Customer Support Team in Step 1
• The best way to contact you

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.

Step 3

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:

• You can e-mail a complaint to the Division: Igaming@njdge.org
• You may contact the Division of Gaming Enforcement by calling (609) 984-0909.
• You may complete a Patron Complaint Form. Forms are also available at the security podium at each casino. Please submit the completed form to the security officer at the podium; or send by mail directly to:

New Jersey Division of Gaming Enforcement

1300 Atlantic Avenue, 2nd Floor

Virgin Casino Mobile Alabama

Atlantic City, NJ 08401

Licensing and Regulation

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.

Terms and Conditions

Virgin Casino Nj Online

The terms and conditions that govern your use of this website are clearly published and made available on the website home page and during the account registration process. Please read the website terms and conditions carefully before using the website. By accepting the terms and conditions, you signify your agreement to be bound by these conditions and you consent to us using your information in accordance with our Privacy Policy. If you do not accept these terms, you will not be permitted to use the website. We recommend that you print and save a copy of these Terms and Conditions and our Privacy Policy for your records, which you can access from the link provided.

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You will also find information on our Privacy Policy incorporated into these Terms and Conditions. If you have any questions or would like to request a copy of our Terms and Conditions or Privacy Policy, please contact out Customer Support Team