Vera&John Casino JP - Player's deposit is delayed and not reflected in the account.

On Sunday, January 26th, I deposited $200, which is 31,200 yen, via bank transfer.

I verified the account details, branch, and account holder's name and found no changes. I then proceeded to register the transfer with the bank, input the amount, and completed the deposit. Although it was a Sunday, I received a confirmation email from the bank stating the transfer was completed. However, the payment was not reflected, so I reached out to customer support via chat. They checked into it and informed me that the deposit was on hold and asked me to wait a bit longer for it to reflect. I waited for nearly a day when I received an email from VeraJohn stating, "We apologize for the delay. The transaction history is complete."

Yet, the payment still wasn't showing, so I followed up again.

This time, I received an email from YugaDo support asking if I had verified the transfer details. When I tried to proceed with another transfer, I discovered that the account, number, and account holder's name had changed.

Despite this, at the time of the initial transfer on Sunday, I was undoubtedly given the correct registered account to use.

Later, they claimed they couldn't verify transactions with inactive accounts and suggested I file a recall request, which was on the fifth day following my deposit.

Where should I seek help for a resolution?

I always trusted VeraJohn, but now I'm hesitant as I feel there's no casino where I can comfortably deposit and play anymore. I will send along screenshots of the deposit history and conversations with both the bank and the casino.

If there's a resolution, please assist me.

From my perspective, the casino's explanation goes beyond my understanding.

I'm not even motivated to file a recall request anymore.

Talking to the bank would only trouble them further, and I feel extremely frustrated and disappointed.

Dear yuichibayo, 

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 takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. 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, 

Veronika

Well, Vera John asked me to request a refund, and when I did, I received a call from Mitsubishi UFJ Bank, which is designated as Vera John's account, and when I looked into it, I found out that the account had been frozen.

The next account will be checked immediately and will probably be frozen as well.

There is no place to play casino games safely anymore

Am I correct in understanding that the casino advised you to request a chargeback from your bank? Do you have any communication between you and the casino regarding the lost transaction that you could send me? My email address is veronika.f@casino.guru.

Dear yuichibayo,

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.