Complaint status
This is what I call professional and responsible Customer Support.
Keep up the good work!
Complaint History
mitchellmm01 submitted a complaint.
Vernons Casino responded.
AskGamblers responded.
Vernons Casino responded.
AskGamblers responded.
AskGamblers responded.
AskGamblers responded.
Solved successfully.
Vernons Casino - Withdrawal Problem
I opened an account this month at this site as their new customer offers were attractive. I lost the initial bonus and decided to deposit a little more , after reaching £600 i decided i would call it a day and withdraw my cash. I was then asked to provide proof of age, no strange request so i sent a copy of my passport, which was then rejected as they "needed to see all the edges of the document" , ill add that it took them over 24 hours to respond!
they then asked me to provide proof of address, now i was suspecting that they were just trying to hold the balance in my account hoping i would transfer back to my balance and potentially lose it, however i complied and sent my fuel card invoice across which was a pdf i converted to a jpeg to meet their attachment restrictions. This again was rejected ( surprise ) as they dont accept invoices ? So again i complied with my phone bill , which they have now said " doesnt meet their security standards " and could i resend a digital photo of this.
Their "Security" borders on ridiculous and their response times are horrendous plus their customer services dont speak english very well. I am still awaiting my £600 withdrawal to be processed nearly 5 days later!
Unfortunately, we cannot investigate or then respond on this complaint unless we are given username or fullname details of the particular player's Vernons account.
Are the details sent and case investigated?
mitchellmm1 initially requested withdrawal on the 14th of February in the amount of £600 and was asked for ID and POA as stated within our Ts&Cs. This is a standard requirement for a first withdrawal. mitchellmm1 sent ID on the 15th and POA on the 16th. As stated by mitchellmm1 our fraud department didn’t accept these because both copies were cropped and therefore showed signs of tampering. On the 17th he resent further documents but the POA did not pass our standard security requirements.
On the 18th he sent the POA again and it was accepted. On the 19th Vernons processed the requested £600. After Vernons had received the standard required documents the player processed another withdrawal on 20th Feb.
mitchellmm1, please update us about your withdrawal.
Can we close this complaint as solved?
Solved succesfully!
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