Vera John Casino - Winnings confiscated, deposit refund refused

RESOLVED
Ann-Marie Bickerton United Kingdom
posted on November 17, 2015.

Myself and my husband have used Vera and Jack previously but closed our both of accounts (we thought it was closed but since been told self exclude, we were not aware of this) . We decided to sign up again in my name. We declined the bonus, deposited £500 and played Jackpot Jester. We went on to win 2K fair and square and decided to withdraw. As previously our ID and verification information was requested which we sent straight away. We were then told (after 4 days of not knowing what was gong on) we have given all different information with regards to our identity and that we are trying to be fraudulent? Even though all previous information is exactly the same? same address, phone number, ID etc. We have been told we have given false, name and address which is totally untrue?! Throughout this whole saga no one would contact us by phone and we had to wait 4 days to finally find out what was going on as after lots of emails (with a very delayed reply from them) and chat but no information given. Also our account was blocked so no way of seeing our history. We were then told that we are fraudsters and the account is closed with all money being confiscated. We deposited £500 and won fair and square and now we are told we are not getting any money back even though they took the £500 of our credit card ?! I am disgraced and do alot of online gambling and also work for a gambling site myself, as a customer I have been totally disregarded, told that I am a fraudster and had my winnings, including my £500 I deposited stolen from me. I just want my money back as we were so happy to win so close to christmas as we can buy presents for our children. Now we are being told we will get nothing and a further £500 in debt?? I cannot believe this site is able to trade without speaking to anyone directly and can withhold money so easily. All our ID and verication is above board and genuine. I have also requested a call from them on numerous occasions and I have still not had a call. Please can this be looked into as soon as possible. I am also going to the Gambling Commission.

posted on November 18, 2015.

Hello Dave,

I will check this case and I will come back to asap.

Best regards
Rupert
Vera&John

Ann-Marie Bickerton United Kingdom
posted on November 18, 2015.

Please see attached showing my spend and winnings .... I would like it all back asap

Ann-Marie Bickerton United Kingdom
posted on November 18, 2015.

The latest reply from Vera and John states that they have every right to take the £ 500 we deposited , never mind the £ 1500 winnings which they are refusing to honour. After apparently claiming that initially we had set a new account up with a new IP address, new postcode , phone number etc they are now saying that there were some typo errors that we used to get around the system..? One being that when typing the postcode we didnt leave a space when typing !!! We are honest people who like to try to have a gamble every now and then. If we were real fraudsters and that is all they have to go off then they are clutching at straws to retain our money. This is so corrupt its untrue and we have already contacted trading standards and every other independent investigating authorities to get this resolved as no company should be able to get away with this . I want to expose this site to prevent others experiencing the same problems. You would have thought that after lodging a major complaint that they would have at least asked a senior manager to call to speak about this more out of duty but they continue to hide behind the computer and send firm stance emails. How are they allowed to get away trading like this..? The ironic and short sighted thing about this from the companies point of view is that after winning this amount the only thing we wanted to do was to get back into the site to deposit and play other games..!!! Looking at our previous history like most gamblers in the long run the bookie always wins and we would have ended up putting them in profit !! So much for customer service, we have never experienced these problems with any other betting site despite gambling regularly !!

posted on November 18, 2015.

Hi Dave,

thank you for your message. As I told you before, I will check this case and than I will definitivly come back to you and reply to your complaint.

Thank you for your patience.

Best regards
Rupert
Vera&John

Ann-Marie Bickerton United Kingdom
posted on November 20, 2015.

Hi , We have received an initial payment for £ 500 from Vera and John and we are continuing to pursue the remaining amount of £ 1500 which were our winnings. The bonus payment of £ 100 was waived at the end when we withdrew our money and we accepted this would be lost. Until an acceptable resolution is offered to us or can be found we will not hold back in our pursuit of the money. When discussing this with Luke at Vera and John I explained that if we had lost our deposited amount of £ 500 we would have stood no grounds to claim this back, just because we have won the company is looking for grounds to with hold the money. This is corrupt and not a professional way to do business in my eyes. I will not stop until this is resolved and if it is not I will expose Vera and John for their underhand business workings.
One of the points from Vera and John is that when setting the account up there was not a space when typing the postcode and there was not a hyphen when spelling Ann Marie !!! Since then in emails they have called me Dave in my emails and also Annie ..?? !! There is no substance to their arguments if they have no consistency and contradict their own points..!! ( I have this is black and white in emails they have sent which will be used against them if necessary )
Please let me know the next stage from your side.
Kind Regards
Ann Marie

posted on November 23, 2015.

Hi Ann Marie,

Thank you for your patience whilst we had a look into your accounts. After having a look at the complete case history, we have found multiple accounts using similar details which we feel was a direct attempt to by pass our security filters and term 2.10 in our Terms and Conditions which states that;

2.10 Users may only hold one account with Dumarca. Registered Users shall be prohibited from registering for new accounts using an e-mail address or name different from the one previously registered with Dumarca. Users having two or more accounts are obliged to inform Dumarca without delay. Dumarca reserves the right to close User’s account(s) if the latter opens multiple accounts. Should Dumarca have grounds to believe that one or more accounts have been opened with the intention to defraud the company, Dumarca reserves the right to cancel any transaction/s related to such attempted/fraudulent conduct and suspend the account.

We'd like to kindly remind you that you read and accepted these Terms and Conditions upon registration.

After considering your case and taking into consideration the severity of it together with the responsibility that we hold when dealing with cases we suspect to be attempted fraudulent activity, we will not be refunding your winnings. However as you've correctly stated in your previous reply, we have refunded your initial deposit amount.

Best regards
Rupert
Vera&John

Ann-Marie Bickerton United Kingdom
posted on November 23, 2015.

Thank you for your reply and I am now going to step up things from my side . I was awaiting your final reply and as it seems Vera & John are trying to shy away from paying my winnings I have no alternative but to seek professional advice. We seem to continue to go round the houses here. Firstly I do not hold multiple accounts as you state. I held an account and closed it and then proceeded to open a new account. In what way was this fraudulent..? It is still me and the only difference was the email address everything else was the same bar a typing error in my town name which was typed one letter out, a typo, .. on a pc the letter next the I is O (you should be able to work this out as I dont want to put my town on here). You have previously stated that one of the points to support this was that there was no space when writing my postcode this was auto filled by the search engine, my name is also autofilled, despite the fact that in your emails to me you have called me by my wrong name. As previously stated we have a variable IP address so I have no control over this changing either. Can I also ask if you believe that my account was fraudulent you happily accepted to take my deposit of £ 500 and then after this accepted that the pictures I took of my credit card and recent utility bill were satisfactory...? As you are adamant that you have decided not to pay my winnings please provide my with the name of a director or company representative who I can use as a reference point when I take further action . Hoping you can comply with this please ? I feel that at am entitled to my win and I am being treated unfairly. I have also logged a complaint with eCOGRA and other agencies.

Regards

Ann-Marie

AskGamblers
posted on November 26, 2015.

We have received undisputed evidence from the casino management when it comes to the creating of multiple accounts. Also casino refunded the player's deposit which was confirmed by the player as well. Based on the mentioned facts in regards of this complaint we could now confirm that Vera John Casino acted in accordance with their own Terms and conditions https:­//m­obi­le.v­er­ajo­hn.c­o.u­k/­aja­x/m­enu­/te­rms­_an­d_c­ond­itions #2.10 Users may only hold one account with Dumarca. Registered Users shall be prohibited from registering for new accounts using an e-mail address or name different from the one previously registered with Dumarca. Users having two or more accounts are obliged to inform Dumarca without delay. Dumarca reserves the right to close User’s account(s) if the latter opens multiple accounts. Should Dumarca have grounds to believe that one or more accounts have been opened with the intention to defraud the company, Dumarca reserves the right to cancel any transaction/s related to such attempted/fraudulent conduct and suspend the account.

We would like to remind player that these T&C were accepted upon registering and it is player's obligation to read them carefully. If player is not satisfied with our decision he is welcome to seek further assistance from the Vera John Casino licensing authority.