Your Input Please Vera&John *atrocious KYC procedure*

lotusch

A little mix of Dutch and Irish
Joined
Jun 3, 2013
Location
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:

gagamel

Professional smurf hunter
Joined
Apr 4, 2012
Location
Switzerland
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.
 

Kopfkino

Banned User - Angry troll - multi-accounts
Joined
Feb 7, 2015
Location
Saxony
i don´t know what problems you have. is it that hard to make a pic of a bill ?
 

lotusch

A little mix of Dutch and Irish
Joined
Jun 3, 2013
Location
Dún Dealgan
i don´t know what problems you have. is it that hard to make a pic of a bill ?

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.
 

osulle

Paleo Meister (means really, really old)
CAG
mm1
mm4
Joined
Jun 19, 2009
Location
In my head
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.
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?
 

Mousey

Ueber Meister Mouse
Joined
Sep 12, 2004
Location
Up$hitCreek
Wonder if you simply saved the bill as jpeg and then emailed it to them.... ?
 

lotusch

A little mix of Dutch and Irish
Joined
Jun 3, 2013
Location
Dún Dealgan
So I have sent in a printed version of an e-bill..
This was the answer:

Greetings Mark,

Unfortunately we cannot accept your utility bill as even if it's printed, the source is digital. We can only accept printed paper based documents that have been sent to your current address.

To complete the verification of your player account, kindly send us any official documentation (not a screen shot), which is less than 3 months old and shows your name, home address and date of issue. For instance, you may request a paper bank statement or mobile invoice or official letter from work or government.

If you have any further questions or concerns, please feel free to contact us again.

Kind regards,
Customer Support
Vera&John

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!
 

catapultaudio

Experienced Member
Joined
Mar 18, 2013
Location
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?
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Think very carefully before pulling the charge back stunt...
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.
 

ugaboga

Dormant Account
Joined
Sep 8, 2007
Location
Australia
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.
 

lotusch

A little mix of Dutch and Irish
Joined
Jun 3, 2013
Location
Dún Dealgan
Hey,

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.
Shocking!
 

lotusch

A little mix of Dutch and Irish
Joined
Jun 3, 2013
Location
Dún Dealgan
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 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.


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. :-(

Thanks,

Mark.
 

citizenx

Non-Gambler
Joined
Nov 29, 2012
Location
UK
i don´t know what problems you have. is it that hard to make a pic of a bill ?

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.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
...

If I was the OP I'd comply, withdraw and close account. Shouldn't have to jump through such ludicrous hoops.

If you close the account, please don't "self-exclude". :D
 

Vera&John

Official Rep for VeraJohn Casino
Joined
Mar 10, 2014
Location
Malta
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?

Cheers
Rupert
Vera&John

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?
 

t4llek

Full Member
Joined
May 31, 2013
Location
portugal
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.
 

lotusch

A little mix of Dutch and Irish
Joined
Jun 3, 2013
Location
Dún Dealgan
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?

Cheers
Rupert
Vera&John


Thanks Rupert,done.
I hope this can be resolved and we just can forget about it.

Sorry for my rant,cooled off a bit now..
Had my sunroof open on the way home from work,that worked! :D:D
 

lotusch

A little mix of Dutch and Irish
Joined
Jun 3, 2013
Location
Dún Dealgan
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.

Fair play but that is my point.
I want to get KYC'd so there can be no mistake about who I am etc etc.. :rolleyes:
 

mac72

Threatening behaviour - PITA
Joined
Oct 13, 2014
Location
n ireland
I had the same experience with Vera John over the KYC.First few withdrawals went through ok and i liked the site then it all went to [email protected]@@ with the KYC.Had a reasonable size withdrawal sitting and then had to send KYC , same as you do everywhere and same docs sent but somehow these weren't good enough etc etc, send this , send that - just like the OP. Played off the withdrawal as pissed off waiting and then closed account (didn't self exclude!!). Was a shame as they seemed to have everything else pretty good but couldn't put up with the BS.
 

Vera&John

Official Rep for VeraJohn Casino
Joined
Mar 10, 2014
Location
Malta
Dear lotusch,

First and foremost, we would like to thank you for your patience and apologise for any inconvenience caused. We understand why you felt disappointed and would like to inform you that the Payment & Fraud department has reviewed your documents once again. The last document that was sent had unfortunately been mistaken with an ineligible document- PDFs and screenshots are not accepted as proof of address. The mistake was ours and we are sorry for that.

While we appreciate that there was a misunderstanding from our side, and apologise for the error, the management would also like to note that we do not appreciate chargeback threats. If you have any problems in the future, please remember that our support staff are always available to help in any way that they can.

The Payment & Fraud has agreed to re-open the account and KYC you if you wish to. Our dedicated support team is currently working on a way to refine the KYC process, with all the necessary information formatted clearly and concisely to help players complete this important step. Please note that this might take time, as it's a big project!

Again, our apologies for the misunderstanding. We hope that the above solution satisfies your expectations and that we can move forward together. Thank you in advance for your understanding and we look forward to your next response.

Fun Regards,
Rupert

Thanks Rupert,done.
I hope this can be resolved and we just can forget about it.

Sorry for my rant,cooled off a bit now..
Had my sunroof open on the way home from work,that worked! :D:D
 

quber

Senior Member
Joined
Feb 25, 2004
Location
Europe
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.
!

If you have any problems in the future, please remember that our support staff are always available to help in any way that they can.

I think that was the problem, it was dealt with by 6 support staff and couldn't get resolved even though you have admitted the fault was at your end.


the management would also like to note that we do not appreciate chargeback threats.

Then you have the cheek to tell him off for threatening chargebacks when it was your teams incompetence that got him so frustrated in the first place
 

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