FAQs

We hope our list of frequently asked questions will help you find the answer you're looking for. If you have another question or need more information, please contact our Customer Support Team.

REGISTRATION

How do I play at Vernons?
Do I have to pay to join?
What information do I need to sign up?
What if my husband/wife/family member registered an account in the past?
Can I still download the Vernons software?

PRIVACY & SECURITY

How do you ensure fair gaming?
How is my privacy protected?
What happens if I forget my password?

YOUR ACCOUNT

Where can I update my personal details?
Can I cancel a bet that's already been placed?
How do I close my account?
What if I want to make a complaint?
How do I use free spins?
I am not receiving your emails, what should I do?

GAMES

How do I view a record of the games I've played?
Game published RTP
What happens if I am disconnected mid-game?
Where do I find the game rules?

DEPOSITS

How do I make a deposit?
Is there a first deposit bonus available?
What is the minimum deposit?
Do I have to pay fees when I deposit?
Is my deposit safe?
Where can I see a list of all the deposits I've made?

WITHDRAWALS

How do I make a withdrawal?
What is the maximum withdrawal?
What happens to my bonus when I withdraw?
How long does it take to process my withdrawal?

  1. How do I play at Vernons Casino?

    1. Nothing is easier as all you need to do is register an account! Click on any of our green 'Join Now' buttons, fill in the registration form and your account is ready to go after you've made your first deposit. You don't need to download any software as all of our games work with Flash and are available straight from the website at any time by logging into your personal account.
  2. Do I have to pay to join?

    1. Of course not! Creating an account is absolutely free and when you deposit money into your account, the full amount is available to play with as we don't deduct any fees.
  3. What information do I need to sign up?

    1. We don't request ID when you register but it is important that you fill out all the information, such as your name and date of birth, correctly. Also, we require a valid email address and phone number so we can contact you easily about anything related to your account, such as withdrawals.
    2. Remember that in order to register at Vernons you need to be:
      1. Aged 18 or over
      2. A UK resident (excluding Northern Ireland and Jersey in the Channel Islands). Customers from other countries may also register and play but please check our Terms for a list of excluded territories.
  4. What if my husband/wife/family member registered an account in the past?

    1. No problem! You simply need to ensure that you use a different email address and phone number when you register and only use bank cards and other payment accounts that are in your name when making a deposit. We also ask that you contact us after registering so we can ensure that both accounts are correctly seperated in our system.
  5. Can I still download the Vernons Casino software?

    1. If you are a customer that has downloaded and used our software in the past, you don't have to worry as we will keep updating the software for as long as you choose to use it. New customers will not be offered the option to download the software as all of our games are available by logging into the website (Flash) and it's just as safe to use as any downloadable casino software.
  6. How do you ensure fair gaming?

    1. All games on Vernons Casino work with a Random Number Generator (RNG) which means that it is impossible for us to determine the result of any bet. A win or loss is purely decided at random, which is why casino games are called 'games of chance'. We test our games on a regular basis to make sure our RNG is working correctly. Whenever we add a new game, it will have been rigorously tested by our trusted software provider Playtech and approved by our regulator, the Alderney Gambling Control Commission, Licence No. 065 (C1).
    2. By using a high quality RNG which has been checked by TST, an internationally recognised and respected Accredited Testing Facility, the Vernons house edge is the same as in any fair land based casino.
  7. How is my privacy protected?

    1. At Vernons, we use 128-bit SSL (Secure Socket Layer) Digital Encryption in order to protect all your personal information and transactions. All major financial institutions use the same technology to protect their customers' information.
    2. If you are wondering about how we use the information you provide us with, please read through our Privacy Policy by clicking here. Rest assured we do everything in our power to keep your personal information safe.
  8. What happens if I forget my password?

    1. As long as you know your username, email address and date of birth, you can simply reset your password by clicking on the 'Forgotten details?' link which you will find in the top right hand corner of the website. Alternatively, you can contact our friendly Customer Support Team via phone, email or chat.
  9. Where can I update my personal details?

    1. Log in to your account on the website. On the right hand side you will see 'My Account' and hovering your mouse over it will display a range of options, one of them being 'Personal details'. Here you can update your email address and phone number. For other changes, please contact our Customer Support Team.
  10. Can I cancel a bet that's already been placed?

    1. Bets on casino games cannot be cancelled as once you have placed it, the result has already been provided by our Random Number Generator and logged on your account, even if for example the wheels of the slot machine are still spinning. For bets on sportsbook, different rules apply.
  11. How do I close my account?

    1. We're sorry to see you go. If you are sure you want to close your account, please get in touch with customer support who will try to resolve any issues you are having or close your account if you wish. We kindly ask that you provide us with a reason for closing the account so we can improve our services in the future.
  12. What if I want to make a complaint?

    1. Our dedicated Customer Support Team will always try their hardest to resolve any issues that may occur. If your complaint is not resolved, you can contact the Customer Support manager by emailing complaints@vernons.com or by writing to Netplay TV Group Limited, PO Box 356, St Peter Port, Guernsey, GY1 3XQ, United Kingdom. We aim to respond to all complaints within seven working days.
  13. How do I use Free Spins?

    1. Ensure the Free Spins have been correctly added to your account by clicking on 'My Account' and 'Bonuses'. You may get Free Spins as part of a promotion or by using a bonus code. If you see the Free Spins in the bonus section of your account, follow these steps:
      1. Click 'Play for real' on any slot machine. This can be a different game than the one you'd like to use the free spins on.
      2. A box will pop up asking your to accept or decline the free spins. If you'd like to receive and use the free spins, click 'Accept'. Should you choose to decline the Free Spins, you can not accept them at a later stage. If you want to use your spins at a later stage, click 'Accept' and close the game.
      3. After clicking accept, you will see another pop-up confirming your Free Spins and showing all games you can use your Free Spins on. Scroll through the games with the arrow, click on your favourite and the game will load automatically.
      4. When you open a game where your free spins are valid, a red 'Free Spin' icon will appear in the top left hand corner of the game. Click on the icon and the Free Spins bar will appear underneath the slot game.
      5. You can now start using your Free Spins. It's your choice whether you want to spend them all on the same game. You can always close the game and open another slot machine where the Free Spins are valid.
      6. Remember that the Free Spins icon will disappear after a while if you don't click on it. You will need to reload the game if you want the icon to re-appear.
      7. After completing your Free Spins, your winnings will stay in your pending bonus balance until you have completed the wagering requirements. To check the wagering, go to 'My Account' and click on 'Bonuses.
      8. Please note you can only spend your Free Spins' winnings on games that were eligible for the free spins before you started using them.
  14. I am not receiving your emails, what should I do?

    1. Vernons Casino sends only relevant information to its players. We will make you aware of new and exciting services including exclusive offers. We may also contact you at times when important changes are made to our services. It's really important, therefore, that you make sure you can receive all emails that we send you. To do this, simply add casinosupport@vernons.com to your contacts or 'safe senders' list.
  15. How do I view a record of the games I've played?

    1. Every bet you place on every game is stored in your account. You can review these yourself by logging in on our website, opening the 'My Account' window and clicking on 'Game History'. Here you can search for all the games you played by selecting specific dates. Alternatively, go to 'Session' in the 'My Account' section and select the login session you want to view your bets for.
  16. Game published RTP

    1. The table below shows the RTP (Return to Player) percentages for each category of games. Please note that these are the average amounts that the games are designed to payout – the actual figures for any particular month may vary (for example if a large jackpot has just been paid out).

      Slot Machines RTP
      Low 91.46%
      High 99.32%
      Average 95.74%
      Live Games RTP
      Low 94.71%
      High 99.46%
      Average 98%
      Card Games RTP
      Low 91.96%
      High 99.87%
      Average 97.86%
      Table Games RTP
      Low 94.74%
      High 99.53%
      Average 97.26%
      Video Poker RTP
      Low 95.44%
      High 99.54%
      Average 98.45%
      Fixed Odds RTP
      Low 92.18%
      High 97.50%
      Average 96.05%
      Asian Games RTP
      Low 80.96%
      High 96.25%
      Average 85.09%
      Side Bets RTP
      Low 59.56%
      High 95.90%
      Average 77.73%
  17. What happens if I am disconnected mid-game?

    1. Occasionally, you may be disconnected from Vernons. Though frustrating, this is an entirely normal occurrence and we have a highly sophisticated protection mechanism in place to deal with such situations. After a certain amount of time, you will automatically be logged out of the games. If, however, you manage to reconnect before being logged off, you can return to the game exactly where you left it (if you were playing blackjack, craps and video poker). As for roulette or slots, just go to 'Options', then 'History' (in the game window) to discover your game results.
  18. Where do I find the game rules?

    1. Hover your mourse over 'Getting Started' in our casino menu at the top of the website. 'Game rules' will appear in the drop down and you can click on it to be directed to the right page. Alternatively, click here.
  19. How do I make a deposit?

    1. Once you've logged in, you can either click on the big green 'Deposit' button or 'Deposit funds' at the top of the web page. If you want to top up your balance whilst playing a game, click on the 'Cashier' button next to your balance at the bottom of the game window.
  20. Is there a first deposit bonus available?

    1. New players who sign up at Vernons Casino qualify for a 100% first deposit bonus up to £200! Make sure the box to accept bonuses is ticked before you submit the registration form and your welcome bonus will be added automatically when you make your first deposit. Please note that this is a casino bonus and can only be used on our casino games. We have different offers available for Bingo and Sports.
  21. What is the minimum deposit?

    1. The minimum deposit is £10 and the maximum amount is set to £3,000 per transaction. If you'd like to deposit more into your account, you may make multiple deposits in a row totalling more than £3,000.
  22. Do I have to pay fees when I deposit?

    1. Vernons will never deduct any fees when you make a deposit. The amount you choose to deposit is the amount that will be available in your account to play with. However, certain credit card companies consider payments to gambling companies to be cash and charge fees accordingly. Please contact your card provider to find out more.
  23. Is my deposit safe?

    1. Our eGambling regulators, the Gambling Commission (GB), require us to adhere to very strict rules to make sure that our assets outweigh our debts and the amount of cash we hold is greater than the amounts we owe our players at all times. These regulations also require us to keep all our players' funds separate from our own funds used to operate our business. This means that we keep your money in a completely separate bank account from our own so that your right to these funds is established should our company ever fail although please note that in this situation any recovery of your money would be subject to creditors' demands and liquidation procedures. This meets the Gambling Commission’s requirements for the segregation of customer funds at the level: medium protection, and is done in accordance with the rules laid down by the Gambling Commission of Great Britain, which are available to download at http://www.GamblingCommission.gov.uk/Consumers/Protection-of-customer-fu.... Ultimate liability for Your account balance lies with Us as the licensee. You should check Your Account balance each time You access the Service. In the event of any errors, it is Your responsibility to notify Us at the earliest opportunity.
  24. Where can I see a list of all the deposits I've made?

    1. Every deposit and withdrawal you make is stored on your account. You can view these by logging in, clicking on 'My Account' and selecting the 'Transactions' tab. Select the period you want to have a look at and click 'View History'.
  25. How do I make a withdrawal?

    1. Either click on 'Withdraw funds' at the top of the page or hover your mouse over 'My Account' at the side and click on 'Withdraw'. On the 'Withdraw' tab of the cashier, you can select your preferred withdrawal method and amount. Please note that we prefer paying your winnings to a deposit method you have used in the past to make sure the money ends up safely in your hands. For example, if you have used your debit card to deposit we can securely process your withdrawal onto the same card.
  26. What is the maximum withdrawal?

    1. The maximum withdrawal you can request is £5,000 and the minimum amount is £10. For withdrawals below the minimum amount we would have to charge an admin fee of £1.5 per transaction.
  27. What happens to my bonus when I withdraw?

    1. A bonus cannot be withdrawn. If you have cash in your account alongside your bonus, withdrawing any of your cash will remove the bonus. Please note that if you haven't completed the wagering requirements attached to the bonus, your pending winnings will be removed alongside the bonus when you make a withdrawal. You can check how much wagering you have left by checking the 'Bonuses' section in 'My Account'.
  28. How long does it take to process my withdrawal?

    1. We aim to process your withdrawal within 72 hours after you have requested it. Please note that after we have processed the payment, it can take between 3 to 5 working days for the funds to clear onto your bank account, card or any other payment account. We may request extra information at any time during the registration or withdrawal process and will notify you via email of anything we need in order to proces your payments.


Bonus Options

We'd like to offer you an exclusive welcome bonus as well as future cashback and deposit offers. Would you like to receive these offers?

Once you have registered you will be able to change you bonus preferences at any time by contacting the the customer Support Team.

Terms and Conditions content goes here

Close

You have been inactive for

Stay logged inLog out

For security purposes, if no response is given soon we'll log you out automatically.