Account closed, winnings void due to unfair accusations

Hi, bassically I won roughly £3500 a while ago, they asked for several documents which I sent and they all got verified. They then told me that they were fully verified and no longer need any docs which was good, but require a telephone call. I have rang them, been on chat, and even emailed them to ring me back to proceed on this, and they all are telling me Vera and John will ring me back in their own time. I then sarcastically said, will that be next year when I get the call, and she said ''again we cant tell you'' The casino are asking for a Telephone Verification call and have no intentions of actually ringing me. Ask Gamblers I really dont know how some casinos are allowed to operate but this is awful on how they have treated me. The documents I sent them as well was much more than any other casino has ever asked for! Please Vera and John ring me back, and get my withdrawal funds processed. I never want to use you again. I am an unhappy Customer :-(

Recently my favouriate game Holmes and the stolen stones was offline for about 4 days undergowing maintenance.when the game returned I was very quickly back playing it .i noticed after i deposited several times and played that each time I left the game to deposit more money upon my return any progress I had made as far as collecting the free game/jackpot feature shards had not saved and had reverted back to the games position that was saved prior to the game been taken offline for maintenance.i contacted support and was told that there was no issues with the game ,it was working fine and pretty much told I must have been wrong and perhaps I hadnt collected as many shards as I claimed . So I continued depositing and playing and it wasn't long before I had collected four shards for all five colours on relatively decent bet amounts that I once again ran out of money and had to leave the game to deposit only to return to find I had lost all progress /saved stones ,I was furious I instantly contacted support which again were rude and not very understanding or helpful . The asked me if I had screen shots or proof which I didn't as I was told the game was operating fine and didn't believe that this would happen again . They did say they'd look into it but I could tell they didn't really care . I did everything they asked me to do as far as clearing my cookies and data etc . I didn't go back onto this game as at that point I had deposited approximately 250$ -$350 and played it on this game ,and not had any game progress saved . I was absolutly devasted . After a few days I contacted support and told them that I should be reimbursed which they didn't really acknowledge but they assured me 100% that the game was now all sorted and the issue I had with the game had been rectified , upon this advice I once again deposited 60$ and logged into Holmes and the stolen stones , I put it on $2 a push and at periods stepped it up to $4 ,I collected several stones and played for about 40 mins before I was down to insufficient funds . I then left the game as I had to go out to tea with my family , I was so excited to log back in after dinner as I was one chard away from receiving the free games on two colours .i deposited more money and returned to the game only to be completely shocked that my game progress had not been saved and I was once again back to nothing . Now this time I was smart enough to take a couple of screen shots . I contacted support and really didn't receive a great deal of sympathy and was pretty much told the same thing as previous conversations with support . They said that' they would send the issue to the game provider . The days that followed I had to chase them up over the issue I received very little information . After me continuing to hassle them I was told they had fixed the issue and the lost game progress had be added to the game .now they would of had to backtrack and look at my prior gameplay history to know the value of each individual shard that I collected so this tells me they have access to my individual spin history however they only compensated with the single session where I provided the screen shots for even no they would have had full ability to see that the weeks prior to this the same malfunction had happened and I was clearly at a loss . I believe that I was unfairly treated regarding this issue as I raised this problem with support on multiple occasions and was made to feel like I was lying . I was assured the game was functioning flawlessly on two different occasions prior to loosing more money and loosing game progress I was told that the fault was likely due to an issue on my end . Finally Vera and John admitted to malfunction existing and that its was intirely on there end and this is obvious as they restored the lost game play of one session . I wasn't the only player that experienced this malfunction and loss of saved progress which ultimately means loss of money as every body only plays that game for the free games feature and the chance of winning a jackpot I feel I wasn't reimbursed anywhere near what I should have been ,and believe Vera and John were unfair in this instance . As a player who has deposited over $40,000 since December last year I truely expected to be treated a lot better then I have been . And I truely believe I was ripped off in this case And deserve a fairer outcome

I am writing to complain about Vera&John's conduct, to highlight to others the contradictory, and bad advice provided to me by Vera&John's customer service. I have requested my issue to be escalated to management as an official complaint, in order for the issue to either be resolved from there, or for me to take further action using an intermediary; as I do not feel like my concerns over the security of my documents, their conduct and poor advice are being heard. This has become a matter of principle for me; if I, (like other players), am going to agree and be bound by a set of terms and conditions when I sign up to a site (which I do), then I'm going to make sure I'm not dictated to by a completely different set of terms which I have not agreed upon. This is a company making demands to me, whilst holding my withdrawals at ransom, which are not backed up by their own terms and requirements listed on site. In one of their replies they have tried to make out their request is a UKGC mandatory requirement - "We apologize if the mandatory process imposed by the UKGC has caused any inconvenience." - which is nonsense - that's the verification process itself, and not the format in which they are sent nor method used to conceal my sensitive data. And just to confirm, I have absolutely no qualms regarding the UKGC's requirement to verify people, in fact I believe it should be done at the earliest opportunity, prior to any customers depositing at all (if they were actually looking after customers interests). The fact they have let me deposit several times still, since holding my withdrawals pending verification, is alarming at best, and criminal at worst. It's rather contradictory allowing players to deposit, but withholding withdrawals, breaking some code/ethics there surely. Surely any delays/issues regarding verification could mean that the person does not have the required information, which could mean their identity had been stolen, so why would a casino continue to let them deposit? I wonder what a governing bodies view would be on this potential 'security breach'? Is this legal?! OK, here's some background info: I was asked to: "Simply reply to this email, enclosing: 1. A valid passport, ID or driving license (both sides). 2. A recent proof of Address, no older than 3 months, showing your name, current address and issue date. 3. Clear colour copies (both front and back side) of the debit/credit card ending with the numbers: **** & **** *For your security, please hide: The 6 middle digits of the card number (front and back). Example: 1234 56** **** 1234 The security code at the back of the card." and I was linked here, to help prepare my documents - https://www.verajohn.co.uk/about/kyc Well, I provided clear, concise copies of: 1) My passport 2) A Gas statement dated from August 2016 3) Clear, colour copies of both sides of both of the debit cards I have registered on the account. I took the photo's of all of the above using my phone. I then uploaded them to my PC, and concealed all of the sensitive data (as they suggest I do and as I would prior to sending documents to any other casino) using MS Paint, which is the only program I have available to open and save photo's in a format they accepted - I used the 'rectangle' shape drawer, filled with a solid colour to obscure my account details and card numbers, leaving all the data they requested, (in the exact same way that they demonstrate on their KYC page), saved the documents and sent them on. I am happy for Askgamblers, or the UKGC to receive a copy of the email I sent them, complete with the attachments of my documents they received from me, showing just how clear and concise my documents are - I can also be independently verified via the electoral roll, as I have been here for six years. I had the following reply to my verification email: "We appreciate your swift cooperation in this matter, we will certainly review any submitted documents as soon as possible. It appears the files have been edited with a sofware, perhaps opened and saved with an image editor; as a result, we are not able to accept these. Please send new and unedited photograph directly to our support so that we may assist you accordingly." So, I emailed them back, a bit ticked off, asking how I obscure my personal data in a secure way without using Paint - and how this advice contradicts the instructions on their KYC page which I followed to the letter. The response: "Thank you for your feedback, which I will make sure to escalate accordingly. As advised previously, the quality of the documents is not the issue but rather the fact that these have been opened and edited with a software prior to being sent. We apologize if the mandatory process imposed by the UKGC has caused any inconvenience. To hide the personal informations such as the middle digits on the card, you are welcome to use a piece of paper for example. The sooner we can receive unedited documents, the sooner we can complete the process." I have since emailed again asking them to point me to the part of their terms and conditions, or their KYC instructional page which states I must obscure personal information using 'a piece of paper', because unless there's something in there (which there is not, I have since taken screenshots of the entire Terms page and the KYC page) which dictates which 'software' that can be used to obscure details, and having to obscure details using paper instead, when their own example photo clearly shows info being obscured in the same way - there's nothing there, then I don't think they have a leg to stand in. They have already admitted there are no issues at all over the clarity of the documents, and they are being difficult for the sake of it, because when they have your money, they think they can do what they like. Well, casino's can not hide behind their terms anyway; half of their terms wouldn't stand up in a court of law, but they rarely let the customers case get that far, they just use scaremongering tactics to make you think you're in the wrong - but that is beside the point - and I'm happy to abide by all terms, (until I know they're falling on the wrong side of the law), but if they're not playing by their own rules, then I'll repeat, I'm certainly not going to be dictated to by a term that isn't there to begin with. As a matter of principle, I have asked that if they can not quote the terms which I am not abiding to, then to escalate the issue at once to a manager and provide me with a complaints number, as I will feel much more secure now sending my documents to the Gambling Commission for them to review directly, instead. It's funny how they make you jump through hoops, and abide by all their terms, but they refuse to play by the same rules. I have never had documents rejected like this before, on the basis I have concealed personal data using MS Paint - I have done this with every document I have ever sent to any casino prior to this, and if this was an issue, they should surely state it in the section where they exclude the use of other formats and programs such as word and PDF files which they clearly state. To summarise, I have provided exactly what they have asked for; abiding by all their terms and instructions on their own website. I have stated that no document has been edited, other than to conceal data, in an industry standard and accepted manner, abiding to the following terms listed on their KYC page: "Please make sure that the quality of your documents is good and information easy to read. Please be aware that we can’t accept documents which are: • Black and white • Photocopies or scans • PDF files • Word files • Excel files • not yours • etc. you get the gist ;) We only accept documents which are: • Jpeg/Jpg files • Bmp files • Png files" I really do not have anything further to say to Vera&John directly until they back down. If they insist on me providing something which is not requested nor backed up by their terms on site, then I will continue to insist that they play by their own rules and instead go through all the required dispute processes and take it from there. I know my rights, Vera&John, and refuse to be bullied by you. Should this issue be sorted in the meantime by Vera&John, I will update this complaint accordingly within 24 hours of receiving my funds.

I have explained to them several times by email to VeraandJohn that I did not have a driving license or passport I then told them I had my card and bank statement and a letter from my landlord I was told to put a message about not having the passport and driving license and sent a email with the copies of my card front and back and bank statement and a message explaining that I do not have the ID their required each time I was sent that the same reply asking for the passport and driving license I last spoke to Andre B on live chat on Saturday and I told him the same problem he said he got the front and back card but not the others but I sent it. I told him I will sent it again and can you take a note of not having the driving license and passport he said he will do this so I sent the documents what I sent several times before I asked him can I speak to a manager their was none nor was there a supervisor. And on checking my email on Sunday I got a another email from VeraAndJohn by the name of Sami A .asking for a driving license and passport yet again so I sent a email stating I have said I do not have it and I then said I will take this further in my email to them to the gaming Commissionare I did not get a response back on logging on to my account at VeraAndJohn at 5.35 this morning their blocked my account with 1.000 pounds of my money and I am deeply upset by it.

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.

it 2015 and I can not remember the last thing I received through the post other than junk mail. So can someone from V&J please advise an alternative to a piece of post with my name on it to verify my account. All I want is £80 winnings back to the SAME credit card I deposited on. V&J have a scan of the SAME credit card (deposited on)and my driving licence with current address but still require a piece of post. i know you have strict verification legislation to follow but a bit of common sense on this one would not go a miss. I have closed the account so you won't see me again. Two emails sent and a call to a phone operative who apparently 'does not have a supervisor' or 'does not know the address to write a formal complaint too' and still nothing back.

Hello this is pretty short and sweet but I am a little bit bemused how long it takes an online casino to verify a photo ID and proof of address..I sent the casino the docs 5 days ago and am being told the relevant department are looking into it...the ID requested is to facilitate a withdrawal of 2,000gbp, I believe this to be excessive to wait this long do you agree ? thank you and please chase them for calrity.

Many years ago i had account at vera john and i didnt remember my old email so registred with new one, today suddenly they closed my account and saying i have other account with them and saying they going to keep everything! I havent used any bonus, just pure cash, please help me to at least get my remaning balance of €1300. I am shocked that they are "friendly" norwegian casino. such a scam!

VJ closed my account with 380 000NOK for a security check over one month ago. CS informed me it was due to having a second account open. Upon being informed of this a day after it was opened I have contacted them a number of times informing them I have no knowledge of opening a second account and can only assume it was a mix up made the same time I opened the first account. I asked them to help me find it and close it. Obviously I never used the '2nd account' so I am confused as to why we cant just close it. Anyhow they just keep informing me they are reviewing this and will get back to me.

My name is Cosmin-Stefan Lupu and I would like to submit a complaint for the casino Vera John.On 19/07/2014 I signed up, deposited 500euros and received a bonus of 500euros.I played according to their terms and conditions and I won 9590euros.I sent all the requested documents but they suspended my account.I kept sending them emails asking why they did that but they were answering me that they are performing security checks.I sent them about 10 emails and they were always answering that they are performing checks for linked accounts.Finally on 17/09/2014 (2 months after my win) they confiscated my winnings and returned my initial deposit to my Neteller account saying it is their right to do so if they feel that the player is violating their terms and conditions(section 11.1 in their terms and conditions).I send them one last email in order to explain to me what rule I have violated but they never replied.I hope you are able to resolve my matter because I could not contact them any further.It is really unfair what they did.