Bonus Complaint Vernons Wont Pay Out!

New Casino Brand!

Race Casino Logo
Fast Pay'n Play Casino from L&L Europe..
Race Casino Review

cjbates87

Dormant account
Joined
Apr 19, 2012
Location
Rugby, UK
Hi all,

I recently signed up to Vernon's casino and was granted with the free £20 bet to use on casino games. I therefore used it on roulette, I continued to play and continued to win, I tried withdrawing money but it didnt work. I therefore spoke to online support and they told me I had not met the waging requirements. So, i continued to gamble until I met the waging requirements, It took a while but, as I learnt it was part of the terms and conditions they had put up. So, I finally complete the waging requirements, and after depositing my own money on top, I now have money in my REAL MONEY ACCOUNT and no longer in my BONUS ACCOUNT which was previously where the wager requirements were located. I continued to gamble and steadily increased my real account money upwards and onwards and just to double and triple check that this was in fact real money and not the bonus money that was in my account I contacted the onlin support team. I queried them, as to the real money account and they congratulated me and said 'yes' it was real money and not bonus money and it could be withdrawn. I eventually had won around £1600, and attempted to withdraw £1500, by this time I had spoke to 2 more online support people and they had reassured me that it was ok to withdraw and my money. I left £100 in my account and waited for the £1500 to be sent to my bank account. I recieved an email the next day saying the transfer was pending and later that day recieved a phonecall from Blake from Vernons once again congratulating me and I was reconfirming to her that everything was in order and I that the money would definately be transferred within 24 hours. I felt overwhelmed at this point, but in the morning this would all change, as I would recieve this email:

Dear Christopher,

Thank you for playing Vernons.

This mail is to notify you about the status of your pending withdrawal request,
code 3401982, for the total amount of £1,500.00.

Please note that you did not comply with one or more of our terms and conditions, therefore your winnings will be voided.

As mentioned in the welcome bonus terms of use, bets placed on excluded games will not be counted toward wagering requirements, and the Casino reserves the right to withhold any amount in excess of the player's original deposit from a player's withdrawal if the bonus is wagered on the above games.

For more details please visit
You do not have permission to view link Log in or register now.
.

We have processed the amount of £110.00 to the method you have chosen upon submitting your withdraw.

You are welcome to continue playing at Vernons. If you wish to play excluded games in the future, however, please let us know and we will block your account from receiving bonuses.

We apologize for any misunderstanding and thank you for respecting the mutual interests of fair gaming at Vernons.





This was disguisting to say the least!!!!

I had been reassured by 3 seperate people from the Vernon's team that I had won the money fair and square, but like all casino's they hate to pay out. I have read all of the terms and conditions, but I had made this money after the wager requirements had been met, therefore this term was voided for them. For my roulette profit/loss account profile it also said something along the lines of £1588 profit, it was all in the clear for them to see. I deposited an additional, £10 whilst I was playing in that roulette session, so how conclusive is it to say that the money wasnt also won off that stake? There are so many reasons for me, and Vernon's cannot explain themselves whatsoever. I checked my account after the corresponding email and the £100 I had decided not to withdraw had also vanished, once again rinsing me. They take your money asap, but when you want to withdraw it is so much hassle, its unbelievable. Im still on the case to get my money back, and I am annoyed with the service recieved. I just hope, everything can be finalised and agreed upon, so the Vernon's brand is not tarnished completely.

I am still awaiting their responses, and they have escalated the issue via their facebook page, so fingers crossed it all works out! Essentially, the money won is peanuts to them, but if the bonus was not existent for roulette, why let you play it in the first place? And why have money displayed in the REAL MONEY ACCOUNT when it isnt real money?

Thanks for reading

Chris
 

CakeKing

On a Break
Joined
Aug 30, 2011
Location
Finland
I see that they are on baptism on fire so my advice would be to contact there rep.

That's my only advice.Sorry for not being so helpful.
 

sattty

Dormant account
Joined
Oct 4, 2011
Location
wakefield
lots of casinos exclude roulette from bonus money play..

is that the reason they have voided ur winnings
 

cjbates87

Dormant account
Joined
Apr 19, 2012
Location
Rugby, UK
That seems to be the excuse they are using. However, as far as im concerned it wasn't bonus money that I attempted to withdraw with. That seems to be with the view of the online support team I spoke to.
 

CakeKing

On a Break
Joined
Aug 30, 2011
Location
Finland
No deposit is required. However, please note that no winnings at all may be withdrawn by You until You have deposited at least £10 into Your Player Account. In addition, no winnings accrued in connection with this Sign-up Bonus may be withdrawn by You at all until You have met the Wagering Requirements. Furthermore, this no deposit Sign-up Bonus entitles You to no more than £100 of winnings in total (even if the amount of winnings accrued by You utilizing this bonus is in excess of this amount).



To sattty:
Not all bets will count towards the Wagering Requirements for this Sign-Up Bonus. Bets on Slots contribute 100%. Bets on all other games (excluding poker) contribute 20%, save for double options on slots and video poker games which do not contribute at all. By way of example, if a player bets £100 on a slot game, then £100 will count towards wagering requirement. If he bets £100 on a roulette game, then £20 will count towards wagering requirements.
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Furthermore, this no deposit Sign-up Bonus entitles You to no more than £100 of winnings in total (even if the amount of winnings accrued by You utilizing this bonus is in excess of this amount).
Also, a $10 deposit is required to claim the winnings.

So, if you're balance went below $100 AT ANY TIME after your deposit then you "utilized the bonus winnings" to win what you won ($1600), so it is correct to pay you $110 in total (because if you didn't have that extra $100 to use you would not have won the extra $1500).

Looks like you have no case.

The only possible recourse you might have is if your balance did NOT fall below $100 after your $10 deposit...then it could be argued that you did NOT utilize the bonus to gain further winnings. It also matters if the casino considers that your real money is used before your bonus money (although the $100 wasn't strictly bonus money it was the max that $20 bonus could generate hence it cannot be used to gain more winnings).

FWIW, saying "just like all casinos they don't want to pay out" and "they rinsed me" etc etc does not help your chances of an amicable resolution.
 

cjbates87

Dormant account
Joined
Apr 19, 2012
Location
Rugby, UK
I actually deposited £10 of my own money beforehand, so hopefully this helps my cause!! And thanks for your help, it is rather confusng what you are saying, I understand it in parts!

It does seem an absolute farce, but it is clear they do never like paying out!!!
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
...
It does seem an absolute farce, but it is clear they do never like paying out!!!
Please refer to the FAQ on posting complaints, and to the PM you received from Vortran that gives instructions on how to post complaints.

If they didn't want to pay legitimate winnings out, they wouldn't be listed on the site.
 

HadEnouth

Dormant account
Joined
May 23, 2010
Location
England
I will never understand why people take bonuses from any casino, Most Complaints about void winnings Ive read on this forum is due to bonuses. Bonuses are more trouble than they are worth. My advise to everyone, Dont take a bonus, Play your own money and then the casino will have a rather hard time finding a excuse not to pay you. I still believe bonuses are nothing but traps by casinos. They hide the most important terms in small print instead up front in your face.
 

dionysus

Contest Manager
Staff member
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
Sorry, but I disagree. Sometimes I simply don't have a big bankroll and want a little playtime and a bonus offers me that. Sure, WR can be hard, but I've made them, and there's enough casinos out there that honour them.
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
I will never understand why people take bonuses from any casino, Most Complaints about void winnings Ive read on this forum is due to bonuses. Bonuses are more trouble than they are worth. My advise to everyone, Dont take a bonus, Play your own money and then the casino will have a rather hard time finding a excuse not to pay you. I still believe bonuses are nothing but traps by casinos. They hide the most important terms in small print instead up front in your face.
I disagree too.
The onus is on the player to CHECK all the T&Cs carefully before they start. As long as they don't break any of the T&Cs they will always get paid (as long as it's not a rogue casino).
If players can't be bothered to check the terms - then I would agree they shouldn't play with bonuses.

KK
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
I agree with both of you:)

It's mostly newbie-gamblers that get's trapped because they didn't read the terms, or simply didn't have them translated in their own language.
Even if I, when I staqrted playing, could find a casino where most things was translated, the T&C's was not, and as I said before. No googletranslation makes anything clearer.
For me it took month of playing before I even understood that it was okey to play without any bonus at all :eek2:...so that's how good my english was 3½ years ago.
Now I use bonuses where the terms is easy to understand and only in accredited casinos. I'm safe;)
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
At face value, the OP played a freechip that had a max cashout of $100. He needed to make a deposit of $10 to claim his winnings. The casino paid him $110.

But it looks like CSRs gave the player incorrect info too. I don't know if they didn't bother to check his account and just answered a general question, and whether of not the casino should be held responsible for its employees errors. It's my general feeling that a company is responsible for its agents mistakes. Genuine mistakes do happen however, and usually written terms will prevail.

I hope the OP saved all the chat transcripts.
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
I actually deposited £10 of my own money beforehand, so hopefully this helps my cause!! And thanks for your help, it is rather confusng what you are saying, I understand it in parts!

It does seem an absolute farce, but it is clear they do never like paying out!!!
You're missing the point.

You may have deposited after you won the $100, but if your balance dropped below $100 then you utilized that $100 max cashout to generate the other wins.

If you ONLY used your $10 to win the rest, you have a case.
 

quber

Senior Member
Joined
Feb 25, 2004
Location
Europe
This to my mind is where casino's get a bit daft.

If the player had completed the bonus and had £100 of bonus funds that he could have cashed out then that money should be considered as the players own money and not bonus funds.

If he withdrew and redeposited it he is in the exact same position but the casino is down payment fees, also if he withdraws it he may not bother to redeposit and the casino loses the whole amount.

If he is not allowed to make any profit on the £100 then the casino should stop him playing and force him to withdraw as he is then in a situation where only the Casino can profit which sounds a bit rogueish to me.
 

Users Who Are Viewing This Thread (Users: 0, Guests: 1)

Top