Support

Top Support Issues (last updated January 6th, 2011)

• Why did my game not validate upon completion?

  1. Make sure that the PSN ID or XBL gamertag you have in your Virgin Gaming profile is correct.

  2. Make sure that the ID or tag of your opponent is correct. You can find this information under 'My Challenges' from your Home page.

  3. Make sure that both your's and your opponent's match details are the same both on your Virgin Gaming profiles and on the console.

  If any of the above information is incorrect Virgin Gaming will not receive the stats for that match and the match will not validate.

• What is a PSN ID or XBL tag?

  Your Playstation Network ID (PSN ID) and/or your Xbox Live gamertag (XBL gamertag) is the username you play with online on the Playstation 3 Network or your Xbox 360 console. This is the name that you are known by in the online console world.

  Make sure that your PSN ID or XBL gamertag reads correctly in your Virgin Gaming profile so that the games you play on Virgin Gaming will automatically validate upon completion.

• How can I edit my profile and info on Virgin Gaming?

  From your home page click on 'Edit Profile' under your Virgin Gaming profile card. You can change your console tags, personal info, time zone, avatar, password and communication preferences in your profile. Make sure to save your changes at the bottom of the page!

• I want to cancel a match, what should I do?

  Within two hours of accepting a match, you can cancel a pending match by going to "My Challenges" via your home page. Simply select the cancel button for the match you wish to cancel and provide the reason why you would like the match to be cancelled. Your opponent will then receive a message asking them to confirm. After your opponent confirms, you will both receive a message stating the match has been mutually cancelled.

• Where can I find specific details about a tournament?

  Make sure you are logged in then click 'Join a Tournament' from a specific game's lobby page. This will display all available tournaments for that particular game. You can also click the TOURNAMENTS link in the menu at the top left of any page to see all available tournaments for all games. This Tournament page allows you to filter tournaments by game, console, and date.

  Then, click 'More Info' under the specific tournament banner to see full details including a list of participants and the payout structure. Clicking 'More Info' will also provide you access to a private lobby chat which will become available to you once the tournament starts and will only be accessible to players participating in that specific tournament.

• I can't locate my opponent for my tournament round game, what do I do?

  If you don't see your opponent in the tournament private lobby chat, you can send them a private message through Virgin Gaming, as well as on the console. Just because you don't see your opponent on the Virgin Gaming Site, does not mean they are not on their console waiting to play.

  If after 30 minutes your opponent has still not shown up, please contact customer support with your match details. We will work to get you into your game and resolve the issue.

• I just made a withdrawal, when do I receive it?

  All withdrawals are processed within 96 hours of their request date and you will receive a notification email (and a message in your Virgin Gaming inbox) after we have processed your request. Please be advised that it is Virgin Gaming's policy to refund any and all deposits, in full, back to the PayPal account or credit card that you used for your deposit before any excess winnings that you are withdrawing can be sent to you.

• What are Virgin Gaming points and what can I do with them?

  Virgin Gaming Points ("VG Points") are reward points awarded to members in good standing with Virgin Gaming. Points can be earned for completing a variety of member gaming and site activities.

  The dollar or euro value of a Virgin Gaming Point is zero.

  Redeeming VG Points will be possible in 2011, so stay tuned!