Vernons Casino Complaints

Hello

I found this site ask gamblers on the internet, so I have been given no choice but to contact you.

I was told on Feb 5th by vernons casino that my withdrawal amount of 5,000gbp would be processed within 24 hours but still a calendar month later I am waiting for my money ! I have just been constantly told that it is with the finance department and they will be processing it..the whole amount was 7669...2669 was paid a month ago so why the wait for so long for 5,000 I need somebody to chase this casino as I am becoming frustrated and will be taking this further as I have no hope I will ever be paid this.

Last night I decided to have a flutter and choose Vernon's account. I created an account deposited £10.. and lost it, deposited another £40 lost it and finally £50 and ended up winning £222.

All of sudden I was kicked of for security reasons and asked to login, Ive tried to login and it just says my login and password are wrong but I know they arnt.

Now im not sure how to get it to get my winnings back. I took a break from gambling a few years back and self excluded, but don't think I excluded from these.

I have emailed them but nothing back... any help is appreciated.

Dear Askgamblers,

i played at vernons casino and i deposit there over 1000 gbp.

i make a payout of 2200 gbp and the casino request notarized copy of my id.

i did sent it as they requested and from some reason they denied my notarized id.

it did take lot of time to do it and money,now they want another copy to verify my account.

i do not think its fair to request another copy,i dont trust them and this is unnecessary and just waste of my time.

please askgamblers help me to get paid!!

I put £50 in...

I did not ask for a bonus.

I did not agree to a bonus

I did not use more than the £50 *I* put in.

When I came to withdraw my winnings, they wouldn't let me. But KEY PART is they would not let me forefit bonus, and I didn't even agree to it. I know my Casino's and these jokers are not right. Total UK Masonic criminals. Probably friends with Jimmy Savile.

This doesn't sound like much of a bonus to me!

Free bonus argument with customer services!

They then closed account when I complained and offered to pay back original stake or nothing. i.e you win and they don't pay you.

I signed up to vernons as it gave you £10 free and it gave me chance to look at the games before depositing.

I played and almost immediately won £900.

I contacted live support to ask about t&cs and was directed to a page and made sure I met gte requirements. I.e. I deposited £10 so I could withdraw. It said I could only have £100 Pfizer winnings after paying through 40 x bonus I.e. £400. I did that abduction continued to win. I continually checked the cashier to see if I'd met thwarted play through. After I had I continued to.play. I withdrew and cancelled a couple of times. Finally I've got £300 to withdraw.

I receive an email asking me to provide identification which is fair enough. Today I get an email telling me my winnings are voided as I've not met one or.more t&cs. I contacted customer services who were actually unable to help (so why refer me there?). Then I get snow email saying I had employed methods yo abuse your bonus system!! I'm told I've employed tactics to meet the playthrough requirements. I barely know what that means let alone alone how to for it!!

I believe this is vernons attempt to stop me withdrawing legitimately. What is to stop you doing this to all customers?? Your terms are arbitrary - what methods are employed to determine my 'abuse'??

This is an absolute disgrace and I will continue to pursue this until I receive a satisfactory result.

Please note having searched through internet I can see this is standard practice by vernons.

i signed up and got my 20 sign up bonus.After completing the bonus requirment i was then informed by online support that i had completed the playthrough requirment i could withdraw 100 on depositing a min of 10,i deposited 20 and they allowed me to withdraw the 100.I then refused the first deposit bonus so leaving me with the 20 cash i had put in.i played that 20 and won 600 from that 20 real cash.They refuse to pay saying i could not have due to not completing the playthrough reqiurements.Thier online support gave me the go ahead to take the 100 won from sign up bonus yet they insist my winnings are part of my bonus when gameplay history clearly shows my balance at £20 real cash as a result of my deposit.They are no help at all keep piping out the same reason when it clearly does not apply to my real cash deposit.All claimed winning came from playing my own cash not bonus cash they need bringing into line im owed £480 ive been approved 120 from 600.I questioned their online support and was told i had completed all requirments to withdraw the 100 won from sign up bonus not just once but several times and was given the go ahead each time.Seems their own staff dont understand the rules to bonus playthrough so how are punters ment to.They are misleading,they lie and should rebrand to aurthur daily casino.A age old family name like vernons treating people like this is a joke get back to the footy coupon leave casinos to the big boys who know wot there doing.Absolute joke

I am very upset with the payment services of this casino, so much so that I think are unfair and so I decided to mention to my situation so that I can resolve

I decided to register and receive the sign up bonus to see if I liked the software, if the casino has a good service customer if the payment policy is correct, etc.

The sign up bonus was released fulfilling all requirements then I asked his online support if I could withdraw money they said I could withdraw only 100 GBP, but first I must make a deposit of minimum 10 GBP. I was agree with this.

I deposited 10 GBP , then I received two bonuses, then I asked again to online support if I could make a withdrawal. Again they answered yes, but if I did I would lose the money they had over 100 GBP and besides, I miss the two new bonuses that I had received for my 10 GBP deposit. I asked them what was the best option, and they said it was best for me to continue playing.

I also asked how much money could be withdrawn if I released the two new bonuses and they answered that all profits would be mine (1800 gbp continue betting requirements aprox to release two bonds is a risk of losing all my winnings but I decided to continue betting for a extra benefit if I got two new bonuses released).

This can be demonstrated by the multiple screenshots I have, for example

http://imageshack.us/photo/my-images/859/retirom.jpg/

I continued playing taking a risk and releasing those two bonuses. Now I had a total of 3 bonus released and, as they told me, all profits should be mine.

Then I decided to check the quality of the casino payments and I was surprised because after having told me to keep playing (assuming a risk) and that all profits will be mine if he could release these two more bonuses... they want to pay me just for ONE bonus!!!! just 100 GBP when I had make a withdraw of 350 GBP

I have fulfilled the requirements of the three bonuses meticulously.

I wrote two emails to claim my money, but I have no possitive response, they only apologize for the inconvenience caused by the information that was given to me and say that as I started using the sign-up bonus I need to comply to the terms associated with it. As stated in Section 7; "this no deposit Sign-up Bonus entitles You to no more than £100 of winnings in total (even if the amount of winnings accrued by You utilizing this bonus is in excess of this amount)."

For more details, you may check our website at http://www.vernons.com/casino/promotions/free-no-deposit-bonus

They say the management has reviewed your withdrawal request and their decision to remove your winnings is final.

Then I have sent another email to then saying:

Dear Support Team

I still disagree and want you to have in mind the following:

- SEVERAL PEOPLE from the online support, SEVERAL TIMES, gave me false information (they told me that if released the three bonds the proceeds would be mine) so consider that as a mistake is yours, and if you are a serious casino, you thou must take responsibility but not the customer.
You have checked the information and also I have a lot of screenshots to prove it.

- Your false information has led me to RISK my winnings trying to release the other two bonus and thereby risking my time and all my profits. I had the possibility of losing everything, so that YOU have made me an unnecessary risk that now is not rewarded.

-I have read the terms and conditions, and respect article 7 I will say:

* No deposit is required. However, please note that no winnings at all may be withdrawn by You until You have deposited at least £10 into Your Player Account. In addition, no winnings accrued in connection with this Sign-up Bonus may be withdrawn by You at all until You have met the Wagering Requirements.

I agree with this part and have met the requirements carefully.




* Furthermore, this no deposit Sign-up Bonus entitles You to no more than £100 of winnings in total (even if the amount of winnings accrued by You utilizing THIS bonus is in excess of this amount).

I agree with this part BUT ... When I deposited 10 GBP into your account I was playing with 100 GBP bonus benefits that were already mine + 10 GBP that I had deposited (and this isn't money from welcome bonus), then I still playing and I released two bonus you offered me.

- In the case of your terms and conditions were interpretable and were not clear I remind you that I asked for clarification from the technical support and their answer was "still playing, if you release the two bonds all profits are yours" (I remember you can check the conversations and I have a lot of screenshots).


That said, I hope you give me the complete withdrawal as I think it belong to me.

What do you think of it? You will have news when they answered my email.

I have been using online casinos for over 10yrs and I have an account with almost every mainstream online casino. I have vast experience of the different customer services, wagering requirements, 'bonuses' etc

I have been playing at Vernon for a few months and really enjoyed the games and features on the games - I have deposited over £1k and not withdrawn. I was online last night and spoke to someone via the online help - I asked if I had any bonuses available as I had recently had a VIP bonus with no play through requirements. The customer service adviser said I could get 80% on my next deposit - so I knew it would have wagering requirements as it was not a loyalty bonus in cash - I asked the wagering requirements and was told it was 30x - (note, this would be 30 x amount deposited+bonus figure) i.e. deposit 50 get 40 and wager would be 90 x 30 - £2700 before withdrawal - experience crept in and I asked to be excluded.

I proceeded to deposit £50 and received an instant £40 - surprise, surprise. I went back onto the online help - which took over 10 minutes to get a hold of someone - in which time, I played a few games and kept above £40 out of the £90 so that I was only playing with my funds - once I got a hold of customer services, he removed the £40 immediately and I reminded him that I did not want any bonus that had wagering requirements.

So, I lost the £50 and deposited another £50 - guess what, another £40. Straight onto the online help and waited another 10 minutes or so to no avail - kept playing for a while and keeping above £40 out of the £90 - again, so I was not using nor benefiting from the £40 bonus - so that I would not be held to it. THEN - a few good runs and I was up about £950. I tried to contact support again - waited another 10-15 minutes and got through.

This time, slightly different approach from the exact same customer service advisor. This time he told me he could not just remove the bonus - even though he did it the previous time. I told him it was his fault for not removing the bonus the 1st time or the 2nd time. It appeared to me like a trap - get you stuck on their horrendous bonus scheme then you can never win real money from the hard earned cash that is deposited.

After a long conversation - he told me that to be excluded from a a bonus would mean forfeiting all bonuses at the casino including VIP special bonuses - I agreed to this as I am happy to play pound for pound and be able to withdraw when I wish. He then proceeded to cut my balance down to £52 and said that was him removing the money I made from having their bonus!!!! He made it out that he could not understand that this 2nd request was exactly the same as the 1st to remove the bonus £40 and did not accept that I had not fallen below £40 at anytime on my 2nd deposit!
All in all, a really bad experience. No manager available, no supervisor, told it would be sent for approval with management. Nearly 24 hours further on and I have also sent an email to the VIP team I am supposed to have and had no response. After finding this website (which I wish I had found before opening an account with them) I have read similar horror stories and I hope a resolution can be found here.

All I want is the money that was taken, put back in and on the understanding that there is no wagering required! Then to be able to remove the money without the hassle on other complaints on this site. I am happy to and always provide correct documentation as I understand the reasons to avoid fraudulent activity within online gambling.

 Hi all,

I recently signed up to Vernon's casino and was granted with the free £20 bet to use on casino games. I therefore used it on roulette, I continued to play and continued to win, I tried withdrawing money but it didnt work. I therefore spoke to online support and they told me I had not met the waging requirements. So, i continued to gamble until I met the waging requirements, It took a while but, as I learnt it was part of the terms and conditions they had put up. So, I finally complete the waging requirements, and after depositing my own money on top, I now have money in my REAL MONEY ACCOUNT and no longer in my BONUS ACCOUNT which was previously where the wager requirements were located. I continued to gamble and steadily increased my real account money upwards and onwards and just to double and triple check that this was in fact real money and not the bonus money that was in my account I contacted the onlin support team. I queried them, as to the real money account and they congratulated me and said 'yes' it was real money and not bonus money and it could be withdrawn. I eventually had won around £1600, and attempted to withdraw £1500, by this time I had spoke to 2 more online support people and they had reassured me that it was ok to withdraw and my money. I left £100 in my account and waited for the £1500 to be sent to my bank account. I recieved an email the next day saying the transfer was pending and later that day recieved a phonecall from Blake from Vernons once again congratulating me and I was reconfirming to her that everything was in order and I that the money would definately be transferred within 24 hours. I felt overwhelmed at this point, but in the morning this would all change, as I would recieve this email:

Dear Christopher,

Thank you for playing Vernons.

This mail is to notify you about the status of your pending withdrawal request,
code *********, for the total amount of £1,500.00.

Please note that you did not comply with one or more of our terms and conditions, therefore your winnings will be voided.

As mentioned in the welcome bonus terms of use, bets placed on excluded games will not be counted toward wagering requirements, and the Casino reserves the right to withhold any amount in excess of the player's original deposit from a player's withdrawal if the bonus is wagered on the above games.

For more details please visit http://www.vernons.com/bonus.html#welcome.

We have processed the amount of £110.00 to the method you have chosen upon submitting your withdraw.

You are welcome to continue playing at Vernons. If you wish to play excluded games in the future, however, please let us know and we will block your account from receiving bonuses.

We apologize for any misunderstanding and thank you for respecting the mutual interests of fair gaming at Vernons.

This was disguisting to say the least!!!!

I had been reassured by 3 seperate people from the Vernon's team that I had won the money fair and square, but like all casino's they hate to pay out. I have read all of the terms and conditions, but I had made this money after the wager requirements had been met, therefore this term was voided for them. For my roulette profit/loss account profile it also said something along the lines of £1588 profit, it was all in the clear for them to see. I deposited an additional, £10 whilst I was playing in that roulette session, so how conclusive is it to say that the money wasnt also won off that stake? There are so many reasons for me, and Vernon's cannot explain themselves whatsoever. I checked my account after the corresponding email and the £100 I had decided not to withdraw had also vanished, once again rinsing me. They take your money asap, but when you want to withdraw it is so much hassle, its unbelievable. Im still on the case to get my money back, and I am annoyed with the service recieved. I just hope, everything can be finalised and agreed upon, so the Vernon's brand is not tarnished completely.

I am still awaiting their responses, and they have escalated the issue via their facebook page, so fingers crossed it all works out! Essentially, the money won is peanuts to them, but if the bonus was not existent for roulette, why let you play it in the first place? And why have money displayed in the REAL MONEY ACCOUNT when it isnt real money?

Thanks for reading

Chris

Where do I start....well my husband received a flyer through the post about a free £20 bonus from Vernons casino. For a giggle he registered the account and had a play, but lost. He suggested I do the same so for a laugh I had a play with the free bonus(even though I prefer bingo). Obviously I registered, in my name, and with a joint email address my husband and I both use. Well shock horror I started to win. When I started to approach £500 I asked the online help if I could withdraw it. She stated I had to play through £800. When I passed £800 , the rules changed, because I was playing roulette I had to play through 5 times that amount...quite a task. Well guess what I did, with some to spare, to cut to the point I was £370 to the good. So I tried to withdraw it. I was sitting next to my husband and stupidly I used his debit card. Delighted with my work I went to sleep. Next morning I had an email saying that because the card was not registered to me I would need to send ID. I explained it was my husbands, and it was a joint bank account, and so just registered my card. Time went by, and they still demanded more ID, photocopies of the card and passport scans etc, this I duly did. Nothing happened, I started emailing them, and they said be patient etc, etc. They then demanded my husband fill in a declaration saying it was ok for me to use his card(even though I didnt want to, I had my own). Again I complied, and eventually I received a rude and aggressive email saying that the withdrawal had been cancelled, it accused me of ID fraud and intimated that I may not even be real. Apart from being bewildered, and angry, it also left me in tears and deeply upset. They had my passport, they could have phoned me, as I gave a phone number, the original debit card I used to withdraw the money was my husbands but we have the same joint account, sadly I started to blame myself for something I must have done wrong. But it seems I am not alone. I have asked them not to contact me unless it is to apologize for such an awful email and to return the money I won fair and square.

The silly thing is, its quite a good site, its quick to load, the online staff seem friendly, and its well layed out. Alas its no good if your worried you wont see your money. £370 is peanuts to a firm like Vernons, all they have done is create bad publicity.

I of course will not give up easily the least I can do is warn others so I am writing to online consumer groups. The least I can do is warn others.

I would love to say in a few weeks it has all been a terrible mistake, Vernons has paid me my money, and I recommend others to check out the site, but I wont hold my breath, so my opinion is it would be wise to avoid the site.

i signed up to vernons to get the 20 pound no deposit bonus. I completed all of the bonus reqyuirements, and deposited so i could cashout. I was told it would pend for 2 days then be processed. it has been 6 days and it is still pending.

today they emailed me saying that they need proof of id, which i hppily sent them, but now i am getting no response from them.

After reading other complaints on this site it seems clear that they do not want to pay out if you win from the no deposit bonus. there customer support is dreadful take ages to respond and everytime they just tell me to be patient.

i would advise anyone not to bother with this joke of a casino