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Your Input Please Vera&John *atrocious KYC procedure*

Discussion in 'Online Casinos' started by lotusch, Jun 28, 2015.

    Jun 28, 2015
  1. lotusch

    lotusch Megaways Slots, as useless as salt in your coffee CAG webby PABaccred mm2

    Marketing Assistant
    Dún Dealgan
    Hi guys,

    I just want to share my thoughts here about an accredited casino on this website.
    I signed up at Vera&John mainly for WMS slots and deposited a few times,no wins but that is ok,have no problems with that.
    No e-mails received about the KYC procedure so I decided to send in the docs myself,just in case I will get my first withdrawal.

    I have sent in the same documents that I have sent to several other casino's such as Guts,Betat,CasinoEuro,Energy Casino,Quasar etc etc etc.
    All these casino's approved my KYC docs upon receipt.

    Well Vera&John is a complete different story.

    First of all my Skrill screenshot was not ok.
    I had to resend it,even while my e-mail address,proof of deposit to their Skrill account and my name/address were on the screenshots.
    So I did resend them and all of a sudden they were approved! :eek2::eek2:
    2 different people dealing with same KYC procedure.

    Now the fun part starts,also my PDF utility bill was denied.
    It had to be a photograph of a hardcopy as that is what the MGA (Maltese Gaming Auth.) requires them to ask.
    Hmmmmmmmm is for example Guts not also under the flag of the MGA and did they not approve my PDF bill?
    Anyway,I have asked Vera&John why this bill has been approved by many other MGA licensed casino's but they just do not answer me.

    Also I told them we are living in 2015 and I am paperless for ALL my bills as it saves the environment and it is far less hassle.

    Still they demanded me to print a bill and make a picture and resend it to them.

    I mean.......

    E-mailed them I rather close my account.
    These kind of casino's is not worth my custom...

    48 hours into KYC and still they want a pic of a bill while they have approved finally my Skrill and my Drivers License.

    Anyway,this is just plain bull crap and it seems casino's under the same gambling license can implement different KYC procedures.
    That annoys me and I am not gonna waste any more time on this crowd.

    Seemed like a decent outfit,nice casino website,good selection of slots but poor poor poor customer service and KYC procedures.

    Maybe their rep can shed a light on this?
    Last edited: Jun 28, 2015
    1 person likes this.
  2. Jun 28, 2015
  3. gagamel

    gagamel Professional smurf hunter MM

    Care Manager
    It seems that some casinos are only good to play when they are in the BBF.

    When they are accredited they lose the will to be player friendly.

    Sad but true. Look at other threads about accredited casinos.

    I stay now to my own accredited list:

    Refilliates, Slotsmillion, Unibet and Guts.

    Unfortunately to play an accredited casino is not a seal that your issues will be resolved, in 2012 yes but with all the new ones here I would say no.
  4. Jun 28, 2015
  5. Kopfkino

    Kopfkino Banned User - Angry troll - multi-accounts

    i don´t know what problems you have. is it that hard to make a pic of a bill ?
  6. Jun 28, 2015
  7. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    International Money Launderer
    the bus shelter, opposite GCHQ Benhall
    Odd. I played there, withdrew £600-odd and never got KYC'd.
    I too have PDFs of bills as I do it all online, never had an issue with PDF bills.:confused:
    1 person likes this.
  8. Jun 28, 2015
  9. peezo13

    peezo13 Experienced Member PABnonaccred

    Trada Casino wouldn't accept my PDF phone bill. Been accepted everywhere else!
    1 person likes this.
  10. Jun 28, 2015
  11. lotusch

    lotusch Megaways Slots, as useless as salt in your coffee CAG webby PABaccred mm2

    Marketing Assistant
    Dún Dealgan
    I have never ever had to make a picture of a bill...
    What is wrong with an official e-bill...
    We are living in 2015,not in the 70's...
    Also my point was that many casino's approved the same utility bill as where Vera and Johnny seem to have issues with it...
    They are good to take my money but when I try to get KYC'd it all gets difficult.

    E-billing is convenient and it should be as well accepted as a bloody picture of a bill.

    I can now print this very SAME bill and make a picture of it.

    Now tell me what is the difference besides a lot more hassle for me.
    3 people like this.
  12. Jun 28, 2015
  13. osulle

    osulle Ueber Meister CAG mm4 mm1

    Northern hemisphere
    When I got Kyc'd by Vera and John last year I sent them a PDF as I too do ebilling for everything. It was approved. I think maybe you were dealing with somebody who needs more training at Vera and John?
    1 person likes this.
  14. Jun 28, 2015
  15. Mousey

    Mousey Ueber Meister Mouse

    Pencil Pusher
    Wonder if you simply saved the bill as jpeg and then emailed it to them.... ?
  16. Jun 28, 2015
  17. lotusch

    lotusch Megaways Slots, as useless as salt in your coffee CAG webby PABaccred mm2

    Marketing Assistant
    Dún Dealgan
    No mate,I checked that but thanks for the tip. ;):cool:
  18. Jun 29, 2015
  19. lotusch

    lotusch Megaways Slots, as useless as salt in your coffee CAG webby PABaccred mm2

    Marketing Assistant
    Dún Dealgan
    So I have sent in a printed version of an e-bill..
    This was the answer:

    My KYC procedure was dealt with by:

    Angel M
    Jens V
    Kati R
    Jeni J
    Nina L
    Leos W

    And NONE of these people was able to just KYC my account.

    I have e-mailed them to close my account with immediate effect.
    I do not wish to have anything to do with these kind of outfits,accredited or not.
    This is outrageous.

    Also I am seriously concidering to issue a charge back for deposits I have made because I was able to play but probably any winnings would have been witheld during this awesome KYC procedure.
    I have never ever resolved to this kind of measures but these guys have my blood boiling!
  20. Jun 29, 2015
  21. catapultaudio

    catapultaudio Senior Member

    Computer Programmer
    Leeds, UK
    Think very carefully before pulling the charge back stunt, I agree you have a genuine grievance but you may find yourself unable to play at a whole tonne of casinos if you charge back as they share data on on that kind of thing.

    As for the digital bills thing the fact is it is much easier to manipulate a digital copy using photoshop etc tho in my experience the digital copy is often identical to what u receive in the post so if u print it yourself then take a photo it will often be exactly the same... I'm not sure what the best solution is although some companies now place a digital watermark in the pdf which is lost if the document is resaved, some casinos may be familiar with that technology whereas others are not as yet, hence the need for paper bills?
  22. Jun 29, 2015
  23. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    I second that notion. If you chargeback, you will probably never play again anywhere. The only way to successfully chargeback and remain off of a negative database is if you can prove your credit cards were stolen - which would probably include a statement from your bank to include a police report.

    Please try to be a little patient. I've flagged this thread for the rep to check out. Even I had a bit of a runaround with my KYC's for Vera&John. I even had to send in a photo with me holding my ID :p

    But once it's cleared, you should be good to go. Today I played a bit during lunch - cashed out Euro 800, it took 13 minutes to hit Neteller. That's pretty damn awesome.
    4 people like this.
  24. Jun 29, 2015
  25. ugaboga

    ugaboga Casino Addict

    Information Technology, Day Trader
    I've always had PDFs accepted everywhere, including Vera John. Weird that they're calling you up on it?

    No one does printed letters anymore, particularly when service providers offer you a discount on your bill if you opt for the digital version of a bill.
    1 person likes this.
  26. Jun 29, 2015
  27. lotusch

    lotusch Megaways Slots, as useless as salt in your coffee CAG webby PABaccred mm2

    Marketing Assistant
    Dún Dealgan

    Thanks for your comment.
    The thing is,I am just fuming by the unwilling attitude towards me as a customer.
    Also what annoys me greatly is that some players stated they were KYC's with an e-bill or not even verified at all.
    I started the procedure myself as I think it is better to be verified anyway.
    Just in case they might ask for documents after a WD request.

    Not a single casino has ever denied my documents,this is seriously the first time and I am trying to get verified for 3 days now.
    So today after that last e-mail I really had to bite my lips and decided to drop this casino at once.

    The chargeback is not merely an intention to get any losses back (only made a few small deposits) but to make them aware I do not wish to spend my hard earned money on a casino that does not seem to welcome new players and treat them like shite.
    Also I am not able to get verified thus I paid monies to them in vein.

    I am really upset about this and it really does annoy me.

    As a CS/Tech.Support agent myself I sometimes cannot believe what kind of people some companies have working for them,using their name and brand and not give a damn.
  28. Jun 29, 2015
  29. lotusch

    lotusch Megaways Slots, as useless as salt in your coffee CAG webby PABaccred mm2

    Marketing Assistant
    Dún Dealgan

    Hi Bryan,

    All good,I will hold off on that for now.
    I am sorry as I do not wish to cause any hassle but this really pisses me off big time.

    I have no issues and never had with any on CM listed accredited casinos
    This is the first time and I hope it will be the last time.

    I just feel like they think I am a scammer or something. :-(


  30. Jun 29, 2015
  31. citizenx

    citizenx Non-Gambler MM

    For some of us, yes. Many don't have printers at home as we work electronically.

    To print a PDF just to take a photo of the printout is idiotic.

    If I was the OP I'd comply, withdraw and close account. Shouldn't have to jump through such ludicrous hoops.
  32. Jun 29, 2015
  33. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    If you close the account, please don't "self-exclude". :D
  34. Jun 29, 2015
  35. citizenx

    citizenx Non-Gambler MM

    Fair point.
  36. Jun 29, 2015
  37. Vera&John

    Vera&John Official Rep for VeraJohn Casino

    Project Manager
    Hi lotusch,

    I´m sorry for your bad experience. I will take a look into that case and will come back with a reply asap.

    In the meantime, can you please send me your emailadress at V&J via private message?


    1 person likes this.
  38. Jun 29, 2015
  39. t4llek

    t4llek Experienced Member

    i also cashed out 2 or 3 times on vj and never got kyc'd, just under the 2300 limit for their obligatory kyc, they pay fast also(next day to credit card is fast imo), im sad to hear about your experience, but dont be hasty just chill and ull get things resolved.

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