Frequently Asked Questions

FAQ

GETTING STARTED
(Registration, logging-in & passwords)
GENERAL QUESTIONS
USING MY ACCOUNT
PLAYING VERNONS GAMES
TECHNICAL PROBLEMS
(Browsers, ISPs, speed & caching issues)

GETTING STARTED

How do I register?

You can register by clicking on the "Open An Account" button on the home page.

The registration process is designed with security as the prime concern and you must fill out all sections. Please ensure that only you have access to your password.

As part of the registration process we ask you to submit two questions, the answers to which only you know. We can then be certain of your identity in the event you need to contact our Customer Services Team. You can change your personal details, other than your security questions at any time.

Users who are accessing the site from IE6 browsers are advised not to save their password for automatic entry.

Please note you must tick the boxes to confirm that you have read the terms and conditions and that you are over 18.

The moment you register, you will be able to deposit funds into your account.

If you have any problem registering please contact our Customer Services Team at help@vernons.co.uk

What happens if I forget my password and/or username?

If you forget your password and/or username click on the "Forgotten Your Password" link on the login page and follow the instructions so that new security details can be allocated to you. These new details then will be E-Mailed to you. Once a new password has been issued please go into vernons.co.uk and change this to a word of your own choice, to ensure security.

Why can't I log in?

If you are having difficulty logging on it is probably due to an incorrect username and/or password being input. To get a new password click on the "Forgotten Your Password" link on the login page and follow the instructions so that new security details can be allocated to you. These new details then will be E-Mailed to you. If you still cannot log on please email help@vernons.co.uk, sending details of your name and address along with the answers to your 2 security questions - your mother's maiden name and your place of birth. We will then issue you with your username and a new password.

What do I do if my account has been suspended for security reasons?

If you have entered your password incorrectly more than 3 times you will automatically be "locked out" of your account.

If this happens please do not re-register. Please send details of your name and address to help@vernons.co.uk, and we will issue you with your username and a new password once you have answered your 2 security questions correctly.

Your account may also be suspended while we check for age verification, in which case you will be unable to withdraw any funds from your account. These checks usually only take a day or two. If you have a query about this please contact customer services on help@vernons.co.uk or phone 0800 993 995 for assistance.

How do I change my password?

You can change your password at any time. We encourage users to do this if they believe someone may know their password or their password has been reset by a Customer Services Representative at Vernons. It is the responsibility of the user to keep their password secure - do not allow anyone access to this information.

To change your password go to the Account Password section.

How do I change my personal details if I have moved address etc?

You can change your personal details at any time.

To change your personal details go to the Your Account, Change Details section

What do I do if, after I have logged in correctly, I am told I am a guest user and have to register?

Please do not re-register.

Some browsers cache information, which means they store previously viewed pages. The site may require some settings on your browser changing. Symptoms of this include not being able to log in successfully then not being able to place a entry or make a deposit.

The following instructions should solve your caching problem if you use Internet Explorer. If you do not use Internet Explorer please send an email to help@vernons.co.uk letting us know what browser you are using.

Select 'Internet Options' from the 'Tools' menu
In the window that pops up, there is a section marked "Temporary Internet Files". Click on the 'Settings' button.
In the settings window, there is a series of options marked "Check for newer versions of stored pages." Make sure this is set to 'Every visit to the page'.
Click OK to exit settings, and OK again to exit Internet Options.

GENERAL QUESTIONS

Are there any changes on the site?

The new Vernons.co.uk site is completely separate to the previous site accessed via your Ladbrokes account, and you cannot use your Ladbrokes online account to bet on this site. If you are a previous user of the Vernons site, please re-register and deposit monies into this new site. You can still play Pools and Lucky Clover on the old site - please CLICK HERE to be transferred.

What is the maximum payout?

For Lucky Clover and MyNumbers games, you can win up to £150,000 on any one day on Vernons.co.uk. Other games may have a different maximum payout up to £2 Million. Please check details of our Rules within our Help section.

Are my card details secure on your site?

We have installed the latest information technology to ensure that all transactions and bank details are secure on our site. For more information please go to our Security page. If you have any specific concerns please email us at help@vernons.co.uk.

What age do I have to be to bet with Vernons?

You must be 18 or over to bet.

It is against the law for those under 18 to gamble and Vernons takes its responsibilities in this regard very seriously. We carry out electronic age verification checks on customers who use payment mechanisms that we know can be used by children. In addition, we carry out age checks on a random selection of all other customers regardless of the method of payment. Anyone under the age of 18 found to be using the site will have any winnings forfeited and will also be reported to the police.

USING MY ACCOUNT

What happens if I forget my username or password?

How do I deposit funds?

The minimum deposit is £10.

To deposit funds, log in with your user name and password, click on the 'Your Account' button at the top of the screen, then on the deposit link. Simply type the amount you want to deposit, confirm your password and click "Credit My Account".

How will the deposits to my Vernons account appear on my bank statement?

The transfer of money to your Vernons.co.uk account will appear as Vernons on your payment card statement.

Can I use more than one payment card?

We are sorry, but we can only register one payment card to your account at any one time, to protect you against possible fraud by a third party.

Can I change the payment card registered to my account?

If you wish to change the card, contact us at Customer Services and after checking a few Personal Details with you we will reset your account to allow you to register a new card.

This procedure ensures that we are able to protect the confidentiality of your account and minimise the risk of fraud.

How do I withdraw my winnings?

You can withdraw up to £2000 (or equivalent) per day from your Internet account. To withdraw funds, log in to your account click on the 'Your Account' button. Then click on Withdraw at the top of the pop-up window and enter how much you would like to withdraw. The funds will then be sent back to the card you have registered with us to be processed by your bank.

To withdraw in excess of £2000 (or equivalent) please contact Customer Services on 0800 993 995.

If you receive an message saying that you cannot withdraw funds because you are suspended, we may be checking your account to ensure you are over 18. Please contact customer services on help@vernons.co.uk or phone 0800 993 995 for assistance.

How does the Free £5 bet work?

To be eligible for the free £5 of bets you need to deposit initially at least £10, and spend £10 on any Vernons game or games. Once you have spent your initial £10, you can then spend your free £5.

PLAYING VERNONS GAMES

How do I place an entry?

Pick a game and enter your selections on the game play screen, choose the number of draws and weeks for which you wish to enter these selections and press the "Enter" button. These details will then appear on a confirmation screen - if you are happy with them, press OK, if you want to make any further changes, click the 'Return to Game' link. When you press enter and then confirm your bet, a thanks page will appear confirming that the entry has been accepted.

How do I know if my entry has been accepted?

You will know that your entry has been processed when after clicking on OK to process your entry, your receipt will appear with confirmation that your entry has been placed. Your receipt will also have a unique bet reference number for that entry.

Should you have any concerns that your entry has not been processed correctly, go to the Your Account button and click on transactions, to confirm that your bet has been accepted. Details of all bets processed will appear on your screen. Only entries that appear on your Account History screen are valid transactions.

Can I cancel an entry?

Once you have clicked on OK at the final stage of processing your entry and you have received confirmation that your bet has been accepted it is too late to cancel the transaction.

TECHNICAL PROBLEMS

Why do I keep getting timed-out?

As a security precaution, after 20 minutes of inactivity while in the system users will be automatically timed out. In this situation you will be required to "log on" again.

How do I stop my browser from automatically saving my password?

Deselecting the "username and password on forms" choice can turn off this facility, which can be accessed through Tools, Internet Options, Content and Auto Complete.

Why does my screen look odd?

To use Vernons your browser must be frames compatible. If not then the pages may not load, may load only partially, or may look very strange if they do. Browsers must also have cookies enabled, or log in errors may occur.

To enable cookies please follow the instructions below.

Instructions for IE6

Select the "Tools/Internet Options..." menu item.
Choose the "Security" tab
Click on "Custom Level..."
Select "Medium" from the "Reset to:" drop down list.
Click "Reset".
Click "OK" in the "Are you sure?" box.
Click "OK" to exit Security Settings dialogue.
OR
Find the "Cookies" section.
There are two sub-sections, "Allow cookies stored on your computer" and "Allow per sessions cookies".
Under the "Active scripting" section, make sure "Enable" is selected.
Click "OK" to exit the Security Settings dialogue.
Click "APPLY" then "OK".

Why am I seeing out-of-date information, such as an incorrect balance?

The procedure for clearing the browser cache varies depending on the web browser you are using. If you are using IE6 click here for instructions. If you are using Netscape click here for instructions.

Why is the site slow?

Due to the nature of the Internet there are certain factors relating to speed outside of our control. These are primarily linked to Internet Service Providers and browsers. ISPs route their connections in a variety of ways and this can affect the speed and connection of the site.