This is usually due to incorrect banking details being loaded. Please make sure your account number, as well as the account type (cheques, savings, etc.),  are spot on. The failed cash-out will usually be refunded back into your Virgin Money Spot Wallet within 7 days. If after 7 days, the money hasn’t been reversed, please pop us an email with your name, contact number (linked to your Virgin Money Spot account), and a screenshot of the transaction. You can get in contact with our support team here: