Withdrawal Misinformation

I really don’t know where to turn, I won over £11k online with Vernons casino and they are making it impossible for me to withdraw my winnings. I have sent them the following documents: Photo of my driver’s licence Photo of my passport Photo of me holding my driver’s licence Utility bill A photo of me holding a newspaper SEVERAL screenshots of my Neteller account Signed deposit confirmation form which was sent through to my house, I signed and returned Rather than ask me for all of these documents at the beginning, each time a document that I have sent to them is approved, they have been asking for something else. I have sent them everything they could possibly need. They asked for a screenshot of my neteller account showing the deposit, I I sent them this several times as each time I sent It they responded to my email saying ‘thank you for your email but please note that we are still waiting for a screenshot whereby it shows the transaction from your Neteller account to Netplaytv’. My latest email was sent on 6 September responding to them asking for my neteller screenshot AGAIN, I responded explaining that I had already sent it and I reattached it to my email, I also explained as clearly as I could that I am attaching exactly what they have asked for (a screenshot showing the credit into my account to fund my deposit and the deposit to Vernons). To this date (25 September) I have not had a response. I give up now, I'm so fustrated by their incompetence, I have borrowed money on the strength of this payout which I have been waiting for since January 2015 and Vernons just seem to be sitting back taking their time without a care for my situation. This has caused me a lot of stress and upset and a strained relationship between myself and the friend that I borrowed money from. Vernons have no reason to withhold my money, can anyone help me or suggest what I can do to next?

Hello, I open account few months ago at Vernons casino and won 4500 euro,after casino requested so many documents and make it all most Impossible mission,it was night mare,after I verified everything they ask me too, they keeping my account locked and freezing my money and Ignoring my phone calls and emails. please help me to get my money here. Regards Jose

To whom it may concern,

I'm glad I came across this website and hopefully you'll be able to help me or at least see that I am not on my own with the problems I've had with this casino.

I joined Vernons Casino on the back of their sister casinos. I was lucky enough to win before and they had paid fine, so thought I would try my luck on this one and boy was I lucky! I used their reload bonus they emailed me about and stayed within the terms and conditions linked to this. I won £26,464!!

I joined on 09/03/2015 and have deposited a fair bit of money in that time so was a regular user. After my win, I received an email on 13/07/2015, somewhat, a strange email to me, requested everything AND the kitchen sink! I thought I had just joined a casino and not joined a bank to ask for a mortgage! I actually think it would be easier for me to get a mortgage with the documents I provided. I mean, what are they doing with this information? It scares me and just feel it's an invasion of my privacy to be honest. Please see what they asked for.....

"1) Your valid photo identification (e.g. passport or driving licence)

2) A utility bill or bank statement posted within the last six months that shows the address registered in your account.

3) Front and back copies of ALL of the credit or debit cards you used to deposit in your account. You can if you wish cover up the middle 8 digits of the long card number, along with the 3 digit CVV on the back of the card.

4) A clear picture of you holding your photo ID (this should allow us to see your whole face and your ID showing your picture)

5) A clear picture of you holding a copy of today's newspaper

6) A screenshot showing your account information for any other payment methods: Skrill, Neteller, PayPal, etc.

7) A screenshot showing confirmation of how you funded your methods (your transaction history on Skrill, Neteller, PayPal, bank statement for your card etc showing BOTH the deposit between us and yourself AND the transaction that funded your account to make the deposit)

Once your documents are legible, they will be placed in a secure file and you will not be asked to re-send them in the future."

To me, this seems a bit too much for my liking, although I provided this information within two days i.e. provided on 13/07/2015.

Vernons came back to me the next day saying they had received the said documents and would be placed on file (hopefully an extremely safe file). So you would think all was good and payment should be made to my bank shortly.....think again!

Chased them on the 21/07/2015 regarding my payment and they said it's been escalated to the finance team, so again, I thought okay it's with them and guessing the finance team are the ones to make the final check and payment.....wrong again!

They said my number was invalid, when in fact, it's just switched off during working hours. I told them this and to be considerate about this. I said I could phone them that evening but would need a contact name.....no response from them until I chased again.

I took a half day form work on 24/07/2015 as I was promised someone would phone me and I thought it would be worth taking a half day holiday to get this paid, so I could actually go and have a longer holiday with the winnings! I ended up phoning them and the person I needed to speak too, which I am sure there is more than one person, was not in. Wasted half day holiday!

I received an email on 27/07/2015 with no apology going out my way to phone them and taking time out of my busy working day. They just said it's been escalated to Management team.

I have not had a phone call or email from them since. I've been restricted to phoning them with no one there to confirm anything, on line chat as I cant log into my account and I'm just really at the end of tether here and I feel this is the only way, bar court action, to get this sorted and paid.

I would really appreciate your help and views on this.

Many thanks

Dom

I have held an account at Vernons casino for nearly two years. Over this time I have been a regular user of their casino, sportsbook and bingo products. My total deposits and withdrawls over this period are in the many thousands. I have completed verification processes with them at least once before (I have an approved email from December 2014), however on July 7th 2015 I received an email requesting documents for verification, and explaining my account was suspended until this ‘security proceedure' was completed. The documents requested were the most outrageous and broad reaching ID requests I have ever been asked for. The email read: ======================== Thank you for playing at Vernons! As part of our security procedures we occasionally ask players to provide us with verification that they are the cardholder on the Vernons account. This is to allow us to comply with our legal requirements (stated in our terms and conditions) toverify all players. You may have received winnings already but this is not relevant to this procedure. If you do have any withdrawals pending, they will be placed on hold until we receive the requested documents. Please send copies of the following: 1) Your valid photo identification (e.g. passport or driving licence) 2) A utility bill or bank statement posted within the last six months that shows the address registered in your account. 3) Front and back copies of ALL of the credit or debit cards you used to deposit in your account. You can if you wish cover up the middle 8 digits of the long card number, along with the 3 digit CVV on the back of the card. 4) A clear picture of you holding your photo ID (this should allow us to see your whole face and your ID showing your picture) 5) A clear picture of you holding a copy of today's newspaper 6) A screenshot showing your account information for any other payment methods: Skrill, Neteller, PayPal, etc. 7) A screenshot showing confirmation of how you funded your  methods (your transaction history on Skrill, Neteller, PayPal, bank statement for your card etc showing BOTH the deposit between us and yourself AND the transaction that funded your account to make the deposit) Once your documents are legible, they will be placed in a secure file and you will not be asked to re-send them in the future. ======================== On July 7th I obliged sent copies of all the requested documents via email. Having had an account here for years I had always had a positive experience, unfortunately that was about to end. On July 8th I received an email saying: ======================== Thank you for playing at Vernons! As part of our security procedures we occasionally ask players to provide us with verification that they are the cardholder on the Vernons account. This is to allow us to comply with our legal requirements (stated in our terms and conditions) toverify all players. You may have received winnings already but this is not relevant to this procedure. If you do have any withdrawals pending, they will be placed on hold until we receive the requested documents. Please send copies of the following: 1) A screenshot showing your account information for any other payment methods: Skrill, Neteller, PayPal, etc. Once your documents are legible, they will be placed in a secure file and you will not be asked to re-send them in the future. Please send all information to: Email: [email protected] Fax: +44(0)207 900 3155 ======================== I replied the same day with a screenshot of my money bookers account information. Four days later they wanted more screenshots, I received the following email: ======================== Dear T***, We would like to confirm that we have received your documents and that they have been sent to the relevant department and saved on your file. So as to fully validate your account , our Finance team would require the below mentioned documents. 1. A screenshot of the transaction you have made with Skrill showing how the account was funded. The one that you sent us did not show your name or Skrill ID. Also we would require a confirmation of how the account was funded (Card , Internet banking , Skrill) 2. A screenshot showing the transaction you made with Skrill to Netplaytv. The one you sent did not show your name or Skrill ID Thank you for your cooperation. ======================== I have had my money bookers account for years, and it normally has some balance left in it, meaning that I very rarely need to fund it. I took a screenshot of my transactions which also showed my ID at the top and explained with the following reply: ======================== I have had my money bookers account for years, and the records only allow me to go back for 180 days of transactions. Therefore I can't find any transactions which explicitly show the money being loaded from my card, most of the time I just use the money in my account. If there is not enough sometimes I will fund the account whilst making a deposit somewhere, in which case it doesn't seem to show up on the statement. I have attached a screenshot of all the transactions i can fit in whilst showing my ID at the top. It shows my transaction to NetPlay and that my account is normally just funded from other withdrawals. There is nothing more I can really do here, please get back to my ASAP because I would like to go in to my account ======================== That same day they emailed me to say that because it only showed money in from other casinos it was not acceptable and I needed to provide a screenshot showing an upload from my bank account. This is exactly what I had explained to them, but they obviously either did not read my email, or just wanted to stall paying me. Here is the email I received: ======================== Dear T***, We would like to confirm that we have received your documents and that they have been sent to the relevant department and saved on your file. However, please note that the screenshot which you have provided shows money in from only another casino. We would request you to,provide us with another Skrill screenshot showing source of funds from bank. Once your documents are legible, they will be placed in a secure file and you will not be asked to re-send them in the future. We are sorry for the inconvenience caused and thank you for your kind co-operation. ======================== Over the next two weeks I tried to explain this to them, but they just replied with the same answer about needing this screenshot. Eventually on August 7th I went through my money bookers statement and found the last time I had uploaded money, dated December 2013. I provided nine screenshots showing my entire account history up until this point, and the various ingenious and outgoings. Here is the email I sent: ======================== OK.  I've gone through all my moneybookers history for the last two years and the most recent direct upload was from December 2013.  I have included all the screenshots showing money into my account and out of it up to this point.  I have already explained that I have used my money bookers account for many years and have always had money in it so it is very hard for me to show source of funds from a bank.  I would be happy to make a bank upload now and take a screenshot of the history if this helps? Hopefully the screenshots I am attaching show enough. ======================== Having now supplied everything they asked for and more, on August 10th I received this copy and pasted email: ======================== We would like to confirm that we have received your documents and that they have been sent to the relevant department and saved on your file. However please note that we are still waiting for a screenshot showing confirmation of how you funded your  methods (your transaction history on Skrill, Neteller, PayPal, bank statement for your card etc showing BOTH the deposit between us and yourself AND the transaction that funded your account to make the deposit) We are sorry for the inconvenience caused and hope to see you soon. ======================== By this point, my account has been closed for a month and I feel like I have been jumping through hoops like a dog for no reason. I don’t understand what is going on, or why these ridiculous requests are being made, but I know they have about £1500 of my money in my account which is now locked whilst they make incredulous requests for my personal details. I tried to explain my frustration, and surprise that despite fulfilling their requests they were still asking for the same thing! Here is my reply: ======================== Good morning. I am becoming increasingly frustrated by this. I have sent multiple screenshots of my money bookers and bank account statements. These are documents I would normally be quite unhappy to provide, and I already feel your requests have become quite unreasonable. Besides sending in proof of funding for my online wallet and my transactions between myself and NetPlay you repeatedly send me the same email which  I quote: "We would like to confirm that we have received your documents and that they have been sent to the relevant department and saved on your file. However please note that we are still waiting for a screenshot showing confirmation of how you funded your  methods (your transaction history on Skrill, Neteller, PayPal, bank statement for your card etc showing BOTH the deposit between us and yourself AND the transaction that funded your account to make the deposit) We are sorry for the inconvenience caused and hope to see you soon." I have repeatedly asked you to be clearer with what exactly you mean, since I have sent these documents in lots of times already. What exactly do you need me to send in now. I have provided screenshots for my skill account and my bank account, what other payment methods do you need me to show confirmation of how I funded?  I am at a complete loss what you want me to provide now, and my money is locked in my account, and I cannot log in. This has been the case for several months and it I am beginning to loose hope. If you cannot be more specific what documents you require, or unlock my account given that I have already provided you everything you have requested, I am going to have to seek resolution elsewhere. Regards ======================== They explained that because they couldn’t see my account details as well s the transactions it was not valid. here is their email: ======================== Thank you for your e-mail. We understand your frustration, however, please note that the screenshot you sent us was cropped and beared no useful information to our Finance Team. We require a screenshot showing the source of funds of your Skrill account. Please ensure that you take the appropriate screenshot displaying this information and make sure we can see the entire page and not just a portion of it. We apologise for the inconvenience caused and rely on your understanding. ======================== So I sent off another screenshot showing the transaction between my bank and my money bookers account, and they replied with this same copy and pasted email on August 14th: ======================== We would like to confirm that we have received your documents and that they have been sent to the relevant department and saved on your file. However please note that we are still waiting for a screenshot showing confirmation of how you funded your  methods (your transaction history on Skrill, Neteller, PayPal, bank statement for your card etc showing BOTH the deposit between us and yourself AND the transaction that funded your account to make the deposit) We are sorry for the inconvenience caused and hope to see you soon. ======================== I replied to explain I have already provided this, and they didn’t answer. On August 18th I sent them another email asking what was going on, and why had they not replied to my previous email. I included the screenshots again for reference. Here is my email to them: ======================== Did you receive my last email? I am completely at a loss on what to provide now. The last screenshot I sent clearly showed how I have funded my Skrill account, and yet you have copy and pasted the same email reply back to me. I have sent in over 20 screenshots of my account now and there is nothing more I can do to satisfy this ridiculous request you keep making. I have over £1000 in my account and you've locked me out of it for months now. I have done everything I can to satisfy your verification requests and yet you just ask for the same thing over and over. I am attaching the last screenshot again and I want you to tell me how this does not show exactly what you are asking for? My last email is quoted below for reference: What on earth do you mean!? This is the millionth time you have sent me the same bloody email. The screenshot I sent shows that my Skrill account was funded by my bank account. it shows my skill account details at the top of the page, AND it shows a deposit from card as well as other sources from withdrawals elsewhere. What more can I possibly provide? I have given you over 20 screenshots of my skill and bank account this is ridiculous and I am now going to raise a complaint with your regulator. This is my last attempt to reach resolution with yourselves before I contact IBAS and the UK Gambling commission. ======================== They then said they couldn’t find my account and I should email my username. On August 19th I received the same copy and pasted email for the same documents. By this point I have sent these documents in three times already. Here is their email to me: ======================== We would like to confirm that we have received your documents and that they have been sent to the relevant department and saved on your file. However please note that we are still waiting for a screenshot showing confirmation of how you funded your  methods (your transaction history on Skrill, Neteller, PayPal, bank statement for your card etc showing BOTH the deposit between us and yourself AND the transaction that funded your account to make the deposit) We are sorry for the inconvenience caused and hope to see you soon. ======================== I have now had enough. And explain I will be making a formal complain against their regulators to give them one last chance to resolve this privately. They reply saying they can’t find my account AGAIN!!!!!!!!!!! Today I sent the following email: ======================== My username is *************. I will not conduct anymore communication with yourselves via email, since I now believe an impartial mediator is required to get this resolved. I have given you months to resolve this in-house, and you have failed. I have provided a lot of documentation for your verification process and you continue to make vague copy and pasted requests to me. You have shown no competency or desire to resolve this issue professionally. For that reason I am left with no choice but to escalate the complaint to your regulator. You will receive a copy of the formal complaint and reference to an online mediation site this afternoon. ======================== To summarise. I have spent the last two months attempting to provide documents, which have repeatedly been refused for no given reason. I have sent photos of my ID, me holding my ID, me holding the newspaper, my debit card, utility bills and bank statements as well as nearly 20 screenshots of my money bookers account and my online bank statement. Almost every time I send in documents I have to wait days before they respond. Then quite often I get a two line response saying, they can’t find my account or copy/pasted reply for exactly the same documents again. The documents they are requesting are already in excess of any documents required for ID verification and I believe they are just using this as an excuse to frustrate, stall payments and ultimately hope they can keep my account balance. I feel like this dispute can not progress any further in private and I need assistance from their regulator and licensing body. I am also posting this to a public complaint service, and will now only communicate in public on the matter. I hope this can finally be resolved and my account re-instated or balance returned to me.

Hello, I signed up to Vernons casino way back on January 23rd 2015. I claimed the 100% welcome offer up to £200. I luckily won and cleared all wagering requirements. So i made a withdrawal request of £1550. They emailed me asking for the usual ID which i sent in, then emailed me asking for the most strangest pictures so i had to send in the following...Pic holding my Passport, Holding my Birth Certificate, Holding a recent bill, my neteller screen shot of home page, A neteller screen shot showing how i funded my neteller account and then my strangest of all a picture holding that days news paper!! This was all sent in over a series of emails from them asking for one after the other but i did send them all in and then was told my account was fully verified..GREAT! But NOPE it wasn't! I then got another email saying its still under review. Since then i have tried calling 10+ times and each time im told a manager will call back and never does..i have sent in 10+ emails and only been replied to once being told its under review. Now i don't know what to do they are just ignoring me and its been SIX MONTHS! I would really appreciate some advice on what to do now as it has really stressed me out £1550 is alot of money to me and they are treating me like a criminal or something! Thanks for taking the time to read this

Hi, I've had an account with vernons for a while, (before I start I'm a compulsive gambler trying to control an addiction) in December I set a deposit limit of £10 per week, every week until this week I've deposited £10 however this week for some reason I was able to deposit £1200 now I know this was a stupid act however after setting my limit I didn't think I'd be aloud to deposit such amounts, I wrote and complained to vernons who replied sayin that on 2nd of march I'd changed my deposit limit to 'no limit' now this is very unlikely as I continued to play at only £10 per week until this week, where do I go from here?? How can I prove I never amended the limits? I just know something's not right as when I called the manager was actually expecting my phone call,

Dear Askgamblers, It would be much appreciated it you could kindly advice or help me in the following matter. I have an outstanding winning entitlement, which has being withheld by Vernons Casino since the 1st February 2015, due to their continuous unreasonable verification requests. I have fully complied with Vernons security procedures having sent them copies of my passport, bank statement and bank cards on numerous occasions, and usage has occurred by Vernons Casino on numerous occasions from my back account, which only now seems to have fallen into question. To date I still haven’t received my entitlement from the above and have had no further correspondence from Vernons since my last email dated the 14th February 2015. I have attached all email correspondence that I forwarded to Vernons Casino for your consideration. Yours Sincerely, Christian Cambridge

I have been a member for sometime and have a £5 monthly limit set. On the 31/01/2015 i deposited £5 and then to my surprise It allowed me to deposit another £5 and so on altogether totalling £175 between the 31/01/15 and 01/02/15. I checked my deposit limit which stated £5 monthly and the reset date of 04/02/15 so i shouldn't have been able to deposit any money until the 04/02. I tried resetting my limit again to £5 per month but it carried on letting me deposit. So I contacted live chat who said I had cancelled my limit at 12.15 01/02/15 to which i explained that i had reset it again to £5 per month upon her noticing her mistake she said she would email management and i could wait at least 48 hrs for a reply. I have again spoke with their live chat agent who just told me my account is now closed and under review they won't say how long this will take. I just want the £175 that they allowed me to exceed my limit by returned.

ive submitted documents last night and today, drivers licence, copy of car front and back, latest mobile phone bill, copy of wage slips, i cant provide bank statements as its online and all utilities bills are in my partners name, ive provided copies of pension letters tto but still im not verified and im waiting of withdrawls of over £700 and i can see this being a problem reading reviews i cant provide them with anymore proof of id......can you help

I opened an account with Vernons on the 26th of September 2014, and I paid in £503 into my account and in the process I won £445 on top of my deposit. And then I tried to withdraw my winnings and they asked for proof of ID which I provided and they said the picture resolution was not good and I took more pictures which I send to them, but I did not get a response from them after that. I called them for a whole week and all I was getting was the finance manager will call you himself. And then today after exhausting all avenues waiting for them to call me back. I kindly asked them to close my account and return my deposit. Only after that that's when I received a message saying: Dear Warren, Further to your recent contact with us, we would like to confirm that we have closed your account and no further deposits, withdrawals or activity will take place. This is due to you not being able to verify your identity to our satisfaction. Best Regards, Vernons Team Prior to this message I had been calling them asking them what I needed to do but hey ho they was no response from them until when I received that email. And to top it off it was only after I asked them to close the account and asked them to give me back my deposit they decided to play God and not return my deposit to the payment method which I had used to pay.