Vera&John Casino JP - O levantamento dos prémios dos jogadores está atrasado.

I deposited using JetOn with my debit card, but when I requested to withdraw my winnings, I was told that I needed to verify my debit or credit card, so the withdrawal is now delayed.

I have used my wife's credit card on our sister site, Yuugado, but I have never used it on Vera John.

It appears that this is the reason they are refusing to withdraw funds.

① I was able to deposit money into Jeton.

② Vera John received a deposit from Jeton

③ VeraJohn has accepted the deposit with full understanding of the above.

I will dispute these three points.

自分のデビッドカードでJetOnを使い入金しましたが、勝利金を出金申請した時にデビッドカード、もしくはクレジットカードの認証が必要と言われ、出金が遅延している状態です。

嫁のクレジットカードを姉妹サイト優雅堂で使った事はありましたが、ベラジョンでは一切使っていません。

それを理由に出金を拒んでいるように見受けられます。

①Jetonに入金できた事

②jetonからベラジョンが入金を受けた事

③上記を含めベラジョンは理解した上で入金を受けた事

この３点から係争致します

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Dear Manmos52522,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Manmos52522, please allow me to ask you a few questions so I can understand the whole situation completely.

Is the casino requesting verification for the payment methods you have used in Vera&John Casino only? Additionally, could you please confirm whether anyone from your household has an account in Vera&John Casino?

Thank you in advance for your cooperation.

Best regards,

Attila G.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Manmos52522,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila