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Vera&John - Refuse withdrawal and closed my account

Ruling

Resolved - While this player was solely using no deposit complimentary spins, there are no rules against this. They have now been paid and their account has been closed.

Read our Vera&John Casino Review.

Player's Complaint

My only deposit with Vera and John was in November 2015.I have made 2 withdrawals since then. When you log into your account they give you coins and when you accumulate enough you can swap them for complimentary spins. So I do log in from time to time for that reason although I had no intention of depositing with them again as they charge a 5GBP withdrawal fee on all withdrawals under 50GBP. So when I logged in just before xmas I swapped some coins I had for 10 complimentary spins. From the spins I won a small amount but manage to wager the it 40x and convert 13.20GBP to my cash balance. Any profit is good so I thought I will withdraw despite a withdrawal fee of 5GBP so net withdrawal was 8.20GBP. I had done the same thing before for slightly more money and the withdrawal was processed without a hitch. This time however they requested my to provide documents, proof of address, driving license and copy of front and back of bank card. I thought this was strange as I have deposited and withdrew to and from the exact same bank card in the past. But I did provide them with the documents they required. I then get another email saying they cannot accept scans so could I take a photograph of my bankcard and resend. This I did. They then send me email saying I was now verified and They would process my withdrawal but I had to deposit and wager my deposit before they would do so. This like I have said despite the fact that I had already deposited once and withdrawn twice with them. I replied and said I had no intention of depositing with them again because of their 5GBP withdrawal fee but asked them to check my records and they will see I had already deposited and withdrawn with them in the past so I saw no need to deposit again. I asked them to do the correct thing and process my withdrawal. When I heard nothing back from them I decided to try and log into my account and got the message my account had been blocked. I then emailed them again and got and this time got a reply saying my last deposit made was 2015-11-13 and I had breached their bonus abuse terms and conditions ie Before any withdrawals are processed, your play will be reviewed for any irregular playing patterns. In the interest of fair gaming, Dumarca has a zero tolerance policy on bonus abuse, irregular play and fraudulent activity. Dumarca reserves the right to block bonuses from any User who Dumarca deems to be abusing our promotions. If fraudulent activity or abuse is suspected.

the above is copied and pasted from their email.

Its very strange that they were happy to process my withdrawal if I deposited with them again but when I refuse to deposit they close my account and say I have breached their terms and conditions. I feel at this point I think I won around 1.40 GBP from the 10 complimentary spins I got although I am not certain of the exact amount and wagered it 35 or 40x to convert it to my cash balance. While wagering it I played on slots only and always the maximum lines and minimum bet per line. I made no large bets or any bets on roulette or blackjack because I know that that could breach their Tcs and Cs. The withdrawal request was only 13.20 GBP and only 8.20 GBP after they take their 5GBP after they took their fee off. It is not the money that is important it is the principle of it.

Thank you for taking time to read this,

Regards,

[EDIT]

Read the casino review

14 Responses

User icon
ThePOGG
December 29, 2016

Hi bluffy67 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you. Please bear in mind that there are likely to be some delays due to the time of year.

Thanks,

ThePOGG

User icon
bluffy67
December 30, 2016

Thank you,the only thing I can think of that they will say is by not depositing for over a year and taking coins which I exchange for free spins that that is breaching their bonus policy although nowhere in their Tcs and Cs does it say to get coins/spins you had to have deposited within a certain time frame.I always thought to breach them you had to make a large bet with the bonus money then drop your stakes significantly..In my opinion they are using the bonus policy rule to not pay me the 8,20 which lets face it is such a small withdrawal request.The reason they did in my opinion is because I told them I would not deposit again with them because of their withdrawal fees.Anyway thanks again.

User icon
ThePOGG
January 3, 2017

Hi bluffy67,

I've spoken to Vera&John and I believe they intend to issue your 8.10 withdrawal, though your account will remain closed after that.

If you could confirm when you receive this payment I'd appreciate it.

Thanks,

ThePOGG

User icon
bluffy67
January 3, 2017

Thank you very much,I will let you know when I receive the money.

User icon
ThePOGG
January 10, 2017

Hi bluffy67,

Have you received your funds?

Thanks,

ThePOGG

User icon
bluffy67
January 11, 2017

Hi,

Just checked my bank account and nothing gone in from Vera John.

Its been a week.Have a feeling thy have not released funds.

User icon
ThePOGG
January 12, 2017

Hi bluffy67,

Have you tried logging into your account? Perhaps they've returned the funds but require you to trigger the withdrawal?

Thanks,

ThePOGG

User icon
bluffy67
January 12, 2017

Hi,

Have just tried to log in,Getting message saying my account is blocked.Cannot believe how this casino operates.Why would they go to the trouble of blocking my account,refusing an £8 withdrawal,then saying they will release funds but still not doing it.All because I took 5 free spins and managed to wager it 40x!!If it were up to me,they would be blacklisted.

User icon
bluffy67
January 12, 2017

Or at the very least Not Recommended by The Pogg

User icon
ThePOGG
January 13, 2017

Hi bluffy67,

Frankly, we're not about to make such a rash statement about this operator off the back of a single complaint for a very small amount from a player who acknowledges that they've been clear with the operator that they've no intention of depositing. Understandable no operator is ever going to like that.

Our reviews have to take into account the general experience of players and generally this group of operators function with a very low level of complaints.

I will however chase this issue up with Vera&John and see what the hold up is.

Thanks,

ThePOGG

User icon
bluffy67
January 13, 2017

Hi, That is completely understandable.I was not suggesting you blacklist them.Just pointing out if it were up to me they would be. Also to let you know that they have now reopened my account and put the funds in for me to request a withdrawal. Thanks again for all your help.I will let you know as soon as the funds are in my account, Regards, [EDIT]

User icon
ThePOGG
January 18, 2017

Hi bluffy67,

I appreciate your understanding.

Can you confirm that you've received your funds?

Thanks,

ThePOGG

User icon
bluffy67
January 20, 2017

Hi, I have received full payment from Vera John today. Thank you again for all your help especially with it being such a low amount,I really appreciate it. Regards, [EDIT].

User icon
ThePOGG
January 23, 2017

Hi bluffy67,

You're more than welcome - it may have been a small amount but you were still fundamentally right and should have been paid.

I'm glad to hear you've received your funds.

ThePOGG

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December 29, 2016

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