Vera & John— player complaints: 6 in English

Hi, closed my account in april 2013 at Vera&john with gambling problem as reason. Same month i asked to open it. They asked me if i was sure, which as a gambler i said yes, but put a deposit limit on it. Upcoming yrs i was able to Close and open the account several times. In dec 2016 i asked again to open the account and i had to inform Vera&john that the was not going to be responsible for my losses if i had losses. This was because i closed it Before, with gambling problems. I know that i informed about they not being responsible for losses. On the other side i know Vera&john not handled this right. In the end Vera & John would never given me the opportunity to open the account. The sum that i given - it approximatly.. Ive had a dialouge with Vera&John and they are saying that i asked for opening the account and informed that they shouldnt be responsible for any losses. Are they able to do like this?

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 vera@john 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]

I self excluded permanently from Vera&John on the 30 October 2015. This is confirmed in a written letter from [EDIT] Vera John responsible gaming officer, however they let me reopen on the 20/04/2017 and I ending up losing gbp 680 approx. They allow me to reopen my account even thought they know I was self-excluded permanently.

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]

I've sent them all the documents they wanted, including a picture of me holding my driving licence and for weeks they haven' t verified my account. Can you speak to them? I have the same email registered there.

I registered through your website, got a 500 pounds sent them my documents, and now they just keep asking me to wait. for my withdrawal for weeks. If it helps, my email is [EDIT].