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graeme1979 submitted a complaint.
Closed due to inactivity of submitter.
Asked not to receive bonus with play through - but received (twice)- then could not withdraw
I have been using online casinos for over 10yrs and I have an account with almost every mainstream online casino. I have vast experience of the different customer services, wagering requirements, 'bonuses' etc
I have been playing at Vernon for a few months and really enjoyed the games and features on the games - I have deposited over £1k and not withdrawn. I was online last night and spoke to someone via the online help - I asked if I had any bonuses available as I had recently had a VIP bonus with no play through requirements. The customer service adviser said I could get 80% on my next deposit - so I knew it would have wagering requirements as it was not a loyalty bonus in cash - I asked the wagering requirements and was told it was 30x - (note, this would be 30 x amount deposited+bonus figure) i.e. deposit 50 get 40 and wager would be 90 x 30 - £2700 before withdrawal - experience crept in and I asked to be excluded.
I proceeded to deposit £50 and received an instant £40 - surprise, surprise. I went back onto the online help - which took over 10 minutes to get a hold of someone - in which time, I played a few games and kept above £40 out of the £90 so that I was only playing with my funds - once I got a hold of customer services, he removed the £40 immediately and I reminded him that I did not want any bonus that had wagering requirements.
So, I lost the £50 and deposited another £50 - guess what, another £40. Straight onto the online help and waited another 10 minutes or so to no avail - kept playing for a while and keeping above £40 out of the £90 - again, so I was not using nor benefiting from the £40 bonus - so that I would not be held to it. THEN - a few good runs and I was up about £950. I tried to contact support again - waited another 10-15 minutes and got through.
This time, slightly different approach from the exact same customer service advisor. This time he told me he could not just remove the bonus - even though he did it the previous time. I told him it was his fault for not removing the bonus the 1st time or the 2nd time. It appeared to me like a trap - get you stuck on their horrendous bonus scheme then you can never win real money from the hard earned cash that is deposited.
After a long conversation - he told me that to be excluded from a a bonus would mean forfeiting all bonuses at the casino including VIP special bonuses - I agreed to this as I am happy to play pound for pound and be able to withdraw when I wish. He then proceeded to cut my balance down to £52 and said that was him removing the money I made from having their bonus!!!! He made it out that he could not understand that this 2nd request was exactly the same as the 1st to remove the bonus £40 and did not accept that I had not fallen below £40 at anytime on my 2nd deposit!
All in all, a really bad experience. No manager available, no supervisor, told it would be sent for approval with management. Nearly 24 hours further on and I have also sent an email to the VIP team I am supposed to have and had no response. After finding this website (which I wish I had found before opening an account with them) I have read similar horror stories and I hope a resolution can be found here.
All I want is the money that was taken, put back in and on the understanding that there is no wagering required! Then to be able to remove the money without the hassle on other complaints on this site. I am happy to and always provide correct documentation as I understand the reasons to avoid fraudulent activity within online gambling.
Vernons Casino would like to take care of unresolved complaints, with an apology for not doing it before! Is this problem still active?
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