Your lounge, with confidence

How can we help?

Questions about your evening, your account or your safety? Contact the Virtual Lounge team by email.

Report a safety concern

Harassment, sexual-service or escort offers, threats and abusive behaviour are not permitted. You can end a conversation at any time.

To report someone to Virtual Lounge, email support@virtuallounge.eu with the subject “Safety report”. Include the profile name or identifier, when it happened (with your time zone), and a brief description. Include relevant screenshots if you already have them and it is safe and lawful to share them.

Avoid sending unnecessary information about other people. Do not send explicit material involving anyone under 18. Email support is not an emergency service; contact local emergency services if someone is in immediate danger.

What we can help with

Account and profile: access problems, profile information and photos.
Coins and payments: balances, purchase questions and transaction problems.
Conversations and video: joining, sound, camera, disconnections or extensions.
Reporting another user: inappropriate behaviour, impersonation or suspected fraud.
Privacy and data: access, correction, deletion and other data requests.
Refunds and disputes: failed, duplicate or materially defective transactions or services.

What to include in your email

Tell us your profile name or account identifier, what happened, the relevant date and time, and the outcome you are asking for. For technical issues, add your device and browser and the steps that led to the problem.

For a payment or Coins issue, include the receipt or transaction reference, amount and currency, if available. For a conversation issue, include its reference or the other profile name if you have it. Only include information needed to locate the issue.

Never send passwords, login codes, full payment-card numbers or card security codes. Remove those details from screenshots and receipts before sending them. We may ask for proportionate information to verify an account or data request.

Refunds and payment disputes

Email support@virtuallounge.eu if a payment failed, was duplicated, or a paid service was materially defective. We will review the transaction and available records and explain the outcome and any applicable remedy.

Our refund terms preserve mandatory consumer rights. Contacting us does not prevent you from exercising rights with your payment provider or a competent consumer authority.

Privacy and data requests

Send requests to support@virtuallounge.eu with the subject “Privacy request”. Our Privacy Policy explains the information we process and your rights.