Vera&John Casino - Player believes that their withdrawal has been delayed.

My withdrawal has been approved but the money is not included Skrill I made a deposit and withdrawal played since 2011 and for many years as a tip. Now I always get the same answer, we will solve the problem, I can't get any other explanation.

Dear gerasolluoma,

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

KYC is fine and so is everything else, before there was a vip manager who took care of things, now the operation of that casino has gone downhill.

Casino promises a withdrawal within 24 hours, but it always came within that time, now it doesn't.

Hi janne,

Thank you for contacting Vera&John.

We understand it feels frustrating, we can ensure you that you will receive your withdrawal, but unfortunately there was a problem when trying to approve it as we have mentioned before, and it is stuck at the moment. 

We have forwarded this to our payment department who will be able to solve the issue, however they did not have time to look over the case before the weekend unfortunately. 

They are back tomorrow morning and hopefully the issue will be solved and you withdrawal can be approved. 

Tuo tuli vastauksena tänään.

Hello, the matter was resolved and the money came

Awesome news, gerasolluoma. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.