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Problems with Vera & John over KYC-Help Needed

Discussion in 'Online Casinos' started by davidsmith56, Dec 7, 2016.

    Dec 7, 2016
  1. davidsmith56

    davidsmith56 Senior Member

    Occupation:
    retired civil servant
    Location:
    Kent,United Kingdom
    I took a freespins promotion from Vera & John which did not require an associated deposit.After completing wagering,i was left with a balance of around £67 and requested a withdrawal.They asked for KYC documentation which as I have recently changed my address and acquired a new debit card (the previous card expired at the end of last month) so I sent proof of my new address and scans of my new card.However for some reason,they are refusing to pay the withdrawal until I send copies of the now expired card which of course is no longer in existence.I have sent a screenshot of a bank statement showing a past deposit and withdrawal to and from the casino relating to the former card which they will not accept as it doesn't show the card number.Of course it doesn't,bank statements will show your account number and sort code but they are not going to show the 16 digit number on the front of the card or the 3 digit security number on the back.So now,i have to get a letter from my bank confirming that I was once the holder of a debit card that has now expired
    This is even more galling as the withdrawal in question does not even directly relate to a debit card deposit-it came from a freespins promo.Any advice from the community on a way to resolve this would be much appreciated.
     
  2. Dec 7, 2016
  3. redsfan

    redsfan Experienced Member webby

    Occupation:
    sales
    Location:
    bishop auckland
    Hi

    I have PMd you.
     
  4. Dec 8, 2016
  5. redsfan

    redsfan Experienced Member webby

    Occupation:
    sales
    Location:
    bishop auckland
    All Done

    This has now been resolved :):):)
     
  6. Dec 8, 2016
  7. davidsmith56

    davidsmith56 Senior Member

    Occupation:
    retired civil servant
    Location:
    Kent,United Kingdom
    V&J have now confirmed that this matter has now been resolved and the outstanding withdrawal has now been paid so thumbs up all round:thumbsup::thumbsup:
     
  8. Dec 8, 2016
  9. kimss

    kimss Senior Member

    Occupation:
    Software developer
    Location:
    Norway
    ... I am hoping reasoning and logic was the sollution? You did not have to make the bank write a document confirming you were the owner of such a card in the present. The reason I mention this is beacause I was once made to to this when I won around 10.000 euro with Digimedia (7 sultans, Euro Palace, Platinum Play and the lot).

    I guess it would be nice for all of us to know, we never know when the next time is where a casino needs picture of none existing credit cards and instead of needing to blow up with customer support a nice facit is always great :D
     
  10. Dec 13, 2016
  11. davidsmith56

    davidsmith56 Senior Member

    Occupation:
    retired civil servant
    Location:
    Kent,United Kingdom
    I do not really want to go into too much detail of how the dispute was resolved as it was settled extremely amicably and I have no wish to sour the good relationship I have with V&J.Suffice to say that I did not have to go the process of obtaining written evidence from my bank or any other form of documentation and the casino were able to find evidence that I had registered and used the now defunct card.
     
  12. Dec 13, 2016
  13. bjtaz44

    bjtaz44 Experienced Member

    Occupation:
    IT
    Location:
    Far north
    I have this problem with GUTS, they want a debit card that was destroyed by the bank a year ago.
    I am 99% sure it was already verified back when I had it. I have a picture of it embossed with my name but never signed the back in the photo so they refuse it even with my name stamped in it..complete joke in my opinion. So wish I knew how you got you around it! cause I just gave up trying.
     
  14. Dec 13, 2016
  15. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    Gets me when it's the exact same card number, just a different expiry date.

    I keep all the prepaid cards I use (which is not my main method) and I make sure I have a digital scan of previous cards.

    Thanks for pointing the OP in the right direction redsfan, and I'm glad it was swiftly.

    I'm not a customer at Vera and John, but they are spoken highly of here, so I'll assume it was not a stalling technique.

    Often frontline support is very ridgid, so I hope redsfan just pointed you to the rep to get fixed up.
     
  16. Dec 13, 2016
  17. davidsmith56

    davidsmith56 Senior Member

    Occupation:
    retired civil servant
    Location:
    Kent,United Kingdom
    The only suggestion I can make is to ask GUTS why they do not have a record of the expired card.I would have thought than any accredited casino would demand a front and back copy of a debit card once a deposit was made with it and a subsequent withdrawal request was made to the same method.However I believe it is a stipulation that the card is signed..V&J informed me that under KYC procedures it was necessary to provide evidence of any card that had been used in the last 6 months as this was a requirement in accordance with the rules and regulations of the UKGC.
     
  18. Dec 13, 2016
  19. steveh35

    steveh35 Senior Member

    Occupation:
    ..
    Location:
    doncaster

    I had to do this with Vera & John as soon as they got the letter from the bank they released the funds, was a real pain in the arse though.
     
  20. Dec 29, 2016
  21. kimss

    kimss Senior Member

    Occupation:
    Software developer
    Location:
    Norway
    If you are in a hurry and do not need to know why this is a fantastic sollution, use Entropay! Register from their website, I think around the $100 threshold the account will be locked for verification so just verify it right away to save you from a possible 24 lockout. You must register/login in order to see the link.

    But it shouldn't be that easy, met me try convincing you to why Entropay is the best!

    Well, there is one way of solving all credit card issues at once and at the same time save yourself the trouble of letting your card number be associated with casinos as they obviously can make a lot of problems over it. I am not sure if the reason is internal practise of stalling where only some of the staff takes this serious or if it actually is a real problem for the casino, especially since another casino having the same cards and same usage will verify and solve such problems if they exist before you ever hear about it. I have experienced this myself, one time I even had to get the card scans back from 32Red as they had them from my verification process some years earlier. All that aside...

    Do NOT use your credit card at all on a casino, what you do is sign up at this webpage: You must register/login in order to see the link. and deposit your spending money there. You get a virtual visa card (actually as many as you want) which works in ALL casinos without any problems. Also, as theese are virtual cards and most casinos even have a dedicated deposit selection for Entropay the casino representatices have no excuse available and has to go with the fact that - hey it's a virtual card! A screenshot will do, and if the card has been deleted its gone and cannot be retrieved. This is the mechanism of throw away cards, they are not ment to be forever if you have no use for them.

    Maby you were unlucky and paid for a subscription at what you thought was a legit porn site, say brazzers, only to learn what I did that they will suck that card dry at steady intervals and if you know how to stop it please tell me! Lucky for me, Entropay is so great just delete the card click "new card" and voila your new Visa is ready for deployment without previous problems attached. Sometimes its much easier to just remoef the card free of charge and make a new one free of charge compared to tracing the bastards that just charges your card for tons of stuff you do not need. I have heard rumours that your bank probably will not believe you and go for the conclusion your a porn lover and you bought it all and now you are stuck with paying for your services so haha on you. I never experienced such stealing as that time thats for sure, but it didnt really matter since I was using a PayGOO gift card which basically is the same as Entropay just that its a physical prepaid card that you despose of after use (cannot be refilled).

    Theese refill cards are also a problem at some casinos, I have sometimes scanned theese lying on a white sheet of paper drawing a dunce hat on over the cards and some rather large question marks and the word hello and desposable gift card most likely made for casino deposits to circumvent norwegian laws that prevents norwegian credit cards to be used on casino sites. Theese gift cards, PayGOO and Spendon were my favourite compared to Paysafe cards which has no usage other than purchasing casino credits. Some casinos needs a card number, and heck, netflix gives you a free month if you sacrifice your card... so make it disposable one atleast so that if you forget to unsubscribe the $1 you do not get billed $99 the next 12 months.

    I have heard many people during my life being anxious over linking their Visa or Mastercard to their spending account in case they get skimmed or whatever should happen. Using Entropay is exactly this extra layer of security your bank should offer all their customers, however they like having the credit card connected to the account with the best spending power for many reasons.

    I like Entropay, and all casinos can also withdraw back to them if you deposited from it. You always get the bonus if a casino offers it for deposit, compared to Skrill and Netteller which for some reason are being penalized by casinos as Instacasino. I do not know why, as you do not lose bonuses when paying with paysafecard which is the same company as skrill if you look up in their business structure. On the other hand, Instacasino is one of the few casinos that has a heftytransaction fee for paysafecards (strangely enough they blame paysafecard for this fee and demand they are not to be blamed for this... I have yet to find any info on paysafecard website that confirms this. Has to be that skrill has some sort of clause in their agreement that you are not allowed to add a fee on their transactions to end users - and they have a high fee on their merchants so that Instacasino have descided this fee is so darn expensive for them that they cant afford offering, say their 500% bonus at all. But add 20 NOK in Paysafecard fee and you get your 1250 NOK ekstra). Well, sidetracked there but another reason to use Entropay!

    If you really need a physical card you should probably chose skrill as they promptly delivers a prepaid Mastercard you can use in ATM and stores, and skrill is also widely accepted in most casinos. Its also considered I think the fastest payout option available - it's instant! Once I had my money 5 minutes after withdrawal at rizk.com - basically it takes a second. So with skrill you know when the casino processed. Entropay have some slots during the day but Entropay is also within the day if processed.

    I did try neteller once, but their security measures and geeky admin didnt work that well for me. Also because of this I never got to check what options I have if I win and how the hell I get the money from my netteller to my bank account. I guess its SWIFT as usual, and I know neteller are huge on fees. Again netteller and skrill I believe are two sides of the same coin meaning same owner so I like Skrill better. They have a dedicated option for transfering funds into my personal bank account, or your bank account aslong as its a bank account in 24 hours. No fuss no muss, its your money you do what you will. (Moving funds between skrill accounts is usually not a big cost, just make sure you are running same currency as skrill screws you over bigtime with very bad convertion rates in all possible corners. And for some reason it always benefits them!).

    My favourites - both are withdrawable aswell:

    Entropay - endless visa cards and visa is supported by all casino sites world wide
    Skrill - payment option widely exepted and you can have a physical Mastercard. MC is though not widely accepted, but skrill is so no need. Its fast to!
     

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