The player from Japan had an issue with a missing $20 deposit bonus from his account promotions at an online casino. After he lodged a complaint, his communication with the casino was abruptly stopped without any verification. However, the issue was eventually resolved when the casino provided him with free spins. The Complaints Team had since marked the complaint as 'resolved'.
Vera&John Casino JP - Player experiences issues with promotional offers.
Amount: $20
Vera&John Casino JP
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
Public
Public
11 months ago
Translation
The promotions are constantly changing, and despite my inquiries about a lack of a deposit bonus reflecting, specifically with 20 dollars, all I initially received was an apology with a promise of further contact. Yet, instead of addressing my issue, I received another promotional email. I lodged a complaint but without any verification, they unilaterally cut off the chat.
I am currently in dispute via email.
Automatic translation:
Public
Public
11 months ago
Dear shinya252554,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Vera&John Casino.
I understand your frustration, but it's important to note that each casino has its own unique bonus policy and reward system. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply.
If you're unable to activate some type of bonus, there is likely a specific reason for it. However, we do not investigate these reasons further and we cannot compel casinos to provide specific bonuses to you.
Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.
Best regards
Veronika
Public
Public
11 months ago
Translation
We were given free spins specially and the problem was solved.
Automatic translation:
Public
Public
11 months ago
Dear shinya252554,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
