We requested a proof of transaction because there was no name on the payment provider card that the player used on their account and on a duplicate account they opened (same Date of Birth, same method of funding). The player stated that they had closed their account with this payment provider and therefore could not provide more information. Therefore we have contacted the payment provider ourselves and the account used to fund the player’s Vera&John account is not in the said player’s name. Two accounts were opened by the player with this payment provider and they have confirmed that they have restricted the user and requested documentation due to possible fake information.
The following T&C was referenced:
“All information supplied when registered MUST be accurate. The User must enter all mandatory information requested into the User’s registration form, in particular, the User’s identity, the User’s address and contact details, including a valid e-mail address, the User’s place of residence, relevant payment information, all of which must be true and correct. It is the User’s sole responsibility to insure that the information provided is true, complete and correct. Users are hereby notified that Vera&John carries out verification procedures, whether itself or through third parties on User’s depositing money. The User may be requested to provide Vera&John with additional documents, such as a copy of the passport, to verify his identity. The User’s Member Account may be blocked or closed if the User does not provide the requested information or documents or if such information or documents the User supplies is/are found to be false or misleading."
In the meantime, we received an alert that this player’s game play was under investigation for fraudulent behaviour. Following which, we have concluded fraudulent play.
Please refer to the following T&C:
“The User shall not be involved in any fraudulent, collusive, fixing or other unlawful activity in relation to the User’s or third parties’ participation in any of the Games and shall not use any software-assisted methods or techniques or hardware devices for the User’s participation in any of the Games. Vera&John hereby reserves the right to invalidate or close the Member Account or invalidate the User’s participation in a Game in the event of such behaviour;"
This player was indeed paid before our provider alerted us. We are not reclaiming these funds.
Finally, because we received further confirmation of fraudulent game play, the payment provider having this customer under investigation, and because of multiple breaches of our T&Cs, the decision was made to close this account and cancel all bets as per our T&C:
“If the User breach any provision of these T&C or Vera&John has a reasonable ground to suspect that the User has breached them, Vera&John reserves the right, to suspend, close the Member Account, withhold any money in the User’s account (including the deposit) and apply such funds on account of any damages due by the User. "