I won £8xx.xx at Vernons Casino on 15th March and asked to withdraw my winnings. I then received two emails from Vernons support on 16th March. The first email requested that I send, by courier, notarised photo ID to the following address:
Vernons Casino Customer Services
55 Charnock Road
The second email from Vernons support (which was received 1 minute after the first email) stated they had received my ID, but it showed a different address to that registered on my account. I replied to this email stating that I had not even sent them ID yet, far less ID with a different address, and I asked for clarification on what I needed to do, if anything.
I received another email from Vernons support on 16th March stating that the previous email was sent in error and they require me to send notarised photo ID and proof of address to the following address:
14/F Yuchengco Tower 1,
RCBC Plaza, 6819 Ayala,
Makati City 1200,
Now, I was surprised that they required notarised ID as I have accounts with other gaming companies and have never been asked for notarised ID before. I emailed Vernons support for clarification on this matter and received a response saying that the documents should be notarised by a Notary Public.
I then sent a email on 17th March stating that I would be happy to have my ID notarised and send this to Vernons, but I was not happy about having to send it through unsecured mail to the Philippines, as they are not on the 'safe' list of European Economic Area (EEA) countries, with regards to the transfer of personal data.
Also, they wanted me to write 'ID Verification' in the address on the envelope, thus highlighting what was inside the envelope. I wrote that I do not agree that Vernons were taking reasonable steps to keep my information secure, (as per their terms and conditions) given how and where they wanted me to send my documentation.
I asked if I could send my documentation to the Liverpool address that I was provided with in the first email from Vernons support. I received a response later that day, stating that the email with the Philippines address had been sent in error and I should, in fact, send my documentation to the Liverpool address.
Given that I have, by this stage, received a lot of misinformation from Vernons support, and I wanted final clarification before I spend in the region of £100 to have my ID notarised, I sent another email this morning asking for final clarification of the following:
1. If a notarised copy of my driving licence would be acceptable.
2. If I have to send my documentation to Liverpool by courier.
3. If I have to provide proof of address, would a council tax statement be acceptable.
4. What happens to my ID when received at the Liverpool address. Is it sent to this address in the Phiippines?
5. If my documentation is approved, how will I receive my winnings.
I have now received a further email from Vernons support stating that I should send my notarised ID to the Philippines address (!) and that I can email them a copy of my proof of address.
Please can you help resolve this matter? I have been given so much misinformation and I do not what I should do now. Under no circumstances, would I be happy at having to send my documentation to this address in the Philippines, but they cannot seem to make their mind up where I should send it. It is becoming rather infuriating.