Vera&John Casino JP - Player’s deposit has been delayed.

On the night of July 9th, I transferred \３２１５８ yen to the designated account.

Since the credit wasn't reflected, I inquired through chat and was informed that I should report it if it doesn't reflect within six hours. I reported it through chat after midnight.

I sent the transaction ID and screenshots from my PayPay Bank several times.

As of 6 PM on the 11th, the issue hasn't been resolved.

It's clear that the transfer was made, so I don't understand what the issue is. I've inquired through chat more than 10 times. The last instruction I received from them was around 9:30 AM today, asking me to send screenshots.

I've been left without updates for three whole days.

Dear kazuya,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

I contacted VeraJohn support again today, but they said they were still investigating.

How can I find out who the payment provider is? I made an instant bank transfer.

I contacted support yesterday and today, but the answer was still the same, they were still investigating.

After that, I received an email from the investigation department, asking me to submit a screenshot of the Pay Pay bank transfer.

I responded accordingly.

I fully understand your frustration, kazuya. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 21 days to allow them one full month to investigate. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

On July 18th, they confirmed the payment error and contacted me to say they would refund me within a few days.

When I contacted them on July 25th to say that the refund had not been received, they said they would check with the relevant department.

And on the 28th, the history

I was asked to send a PDF file.

I think it's just a circular postponement.

Dear kazuya,

Has the refund of your deposit reached your bank account yet?

• If the issue persists, could you please share your communication with the casino?
• Could you also please share a screenshot of the unsuccessful deposit as it appears in your Vera&John transaction history?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear kazuya,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.