Vera&John - Self exclusion, deposit limits protocols

Ruling

Resolved - An issue with a self-exclusion that failed to carry over to associated properties has been resolved and Vera&John have refunded the player.

Read our Vera&John Casino Review.

Player's Complaint

Dear Pogg,

I have copied and pasted an email written by me to Vera&John below which basically explains what has happened. I haven’t had a response from them. If you need anymore explanation or details of this matter let me know.

Email sent 24th...

Hi.

After yesterdays communication with live chat and subsequent emails and ultimately ending in the closure of my account, I’d like to address 2 subjects, that of deposit limits and your self exclusion policy.

Yesterday I was surprised to learn that I could log into my Vera&john account as I thought I was self excluded. I went onto live chat to confirm that my account was fully active but in the conversation I was informed to send an email to support stating that I would NOT wish my self exclusion to carry over from intercasino to its sister site Vera&john.

This tells me that I already had a self exclusion in place currently running at intercasino, so i was surprised the live chat host and indeed your site, to allow me to log on and deposit.

Is this not breaching protocol in your terms and conditions and allow a self excluded player to deposit at Vera&john and that the live chat host clearly new I had a self exclusion in place as she stated. That person should of locked my account immediately.

Later on in the evening I decided to goto intercasino live chat and had a conversation with [EDIT] and he immediately self excluded my account at Vera&john. Obviously live chat contact with players from intercasino and Vera&john as I had a final live chat with [EDIT] at Vera&john confirming that he was the same person at intercasino who closed my account without my request.

This suggests to me that he new that this shouldn’t of happened in the first place but after depositing £700 and loosing, it was too late.

No doubt if I was in a winning position and decided to withdraw you would of used this policy of self exclusion to confiscate any winnings and return all deposits. So feel that I am in a lose lose situation.

The next subject I’d like to discuss is the actual deposit limits which is there to protect players from spending too much.

When I inquired about my deposit limits [EDIT] told me I already had deposit limits in place which was £100 a day £500 a week and £1000 per month. I requested that the £100 be lifted and the monthly reduced to £750. She told me that I needed to email support to get this request done.

I sent this request but had no reply so I decided to play. When playing I expected only to be allowed to deposit £100 as bar at the top of the screen only went £100. But then after losing £100 I could deposit another £100. Ultimately I ended up depositing £700 which shouldn’t of happened even if I requested an increase in daily deposits. Any request regarding increasing daily deposits should take effect after 24hrs from the initial request.

I admit that I have had a gambling addiction and that was the reason for the self exclusion from your sister site and this should of been implemented on your [email protected] casino and it has failed to do so and that the deposit limit of £100 was breached.

My deposits IMO should be reimbursed as your company failed in its protocols.

Regards

[EDIT]

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6 Responses

ThePOGG

February 28, 2018

Hi durango410 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG

March 2, 2018

Hi durango410,

I've spoken with Vera&John about this issue and they inform me it has already been resolved. Can you confirm this?

Thanks,

ThePOGG

durango410

March 2, 2018

Hi. Yes, they have been in contact with me and have agreed to reimburse me the full £700. I haven’t received the money yet so I’ll wait until funds are in the account. They have been very professional in this matter and have been totally transparent with regards to giving info in several exchanges of email. So I give vera&john credit where credit is due. Would it be ok to leave this open until I get the funds then I would consider the matter closed. I also wish to thank you for taking the time to contact Vera&john. If you need all the transcripts relating to this, I’d be happy to send them to you. Cheers [EDIT]

ThePOGG

March 5, 2018

Hi durango410,

Thanks for the update and of course we'll be happy to hold this complaint open until you've received your funds! That would be our standard practice!

ThePOGG

durango410

March 6, 2018

Hi.

I can inform you that I have received funds.

Thanks.

James

ThePOGG

March 7, 2018

Hi durango410,

Thanks for letting us know - it is appreciated!

ThePOGG