Ag Awards

Vernons Casino - Delay in verification

Complaint Info
Disputed casino Vernons Casino
Reason Verification issues
kaz.owen United Kingdom Message
Posted on August 8, 2014

I sent in my verification details 3 days ago and was informed there was a 24 hour turnaround process. Not only have they gone over this each time i contact them they say it will be 24 hours from the time i last spoke with them, delaying my verification even more. no one at this company has been helpful and quite frankly after reading a lot of negative reviews i can only see this delay becoming longer.

Posted on August 8, 2014

We have looked into Miss Owen's complaint and the concerns that have been raised.

Upon checking the account, we can see that the documents were verified on the on the 06/08/2014 and a confirmation email was sent to advise of this.

However after checking the status of the withdrawal, we can advise that Miss Cowen previously cancelled her withdrawal and continued playing with the funds. A withdrawal was then re-requested on the 06/08/2014. We aim to approve withdrawals within a 72 hour period however we do state on our website that withdrawals are processed after 72 hours. By cancelling and re-requesting a withdrawal this does unfortunately start the process again.

We have checked the interactions between Miss Cowen and our Customer Support agents and we feel that the agents have provided an excellent service to the player by pushing the documents to the front of the queue to ensure that her withdrawal would be processed.

We are happy to confirm that the withdrawal has now been processed, please allow 3-5 working days for the bank to process this into the account.

Best regards,

Vernons Casino

Posted on August 11, 2014

Dear @kaz.owen,
Is this issue resolved, can we close this complaint?

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