Vera&John Casino - Player's withdrawal has been delayed.

Win without spending $ 14,000 bonus money.

When I tried to withdraw money, I heard that account verification was required.

When I applied, the account was duplicated, the account was locked, and the examination department is investigating.

Then I'm waiting for an email, but I never get a reply.

I honestly don't remember if I created an account in the past, and it's unlikely that it's duplicated.

When I make an inquiry via online chat, I am only told to wait for a reply.

Dear tkr,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?

Do I understand correctly that your winnings have been accumulated without any active bonus? Have you redeemed any promotional offer from this casino previously?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you for your reply.

I have not registered with my family or the same device.

I may have registered about 3 years ago,

I don't remember.

I used the first bonus,

This prize is not a bonus, but the money you deposit yourself.

Thank you very much, tkr, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear tkr,

I’ll be taking care of your complaint from now on. I’ll contact the casino and see if I can help.

I would like to invite Vera&John Casino to join this thread and participate in the resolution of this complaint.

Dear Vera&John representative,

Can you please clarify the situation? You can forward any relevant evidence to my e-mail address andrej.p@casino.guru.

We would like to ask Vera&John Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi tkr,

Thank you for reaching us and We're sorry to hear that you're worried about the withdrawal status. Please kindly understand that we're in the process of the withdrawal approval according to documents you've submit to us. We will reach you when we have update on the approval process, which usually takes around 72 hours after we confirmed to have received the relevant documents from you.

Regards,

Vera&John Casino team

Thank you, Vera&John Casino, for the reply. Could you please advise if there’s any specific reason why tkr’s withdrawal has not yet been processed other than that the provided documents haven’t been approved yet?

Hi Andrej and tkr, I'm happy to inform you that your withdrawal request was accepted on 12/10 and is currently is processed to transfer to your account. Please kindly wait for a while during the time the bank is processing. We may need the documents checked upon withdrawal request. We always try to resolve your email within around 72 hours but please allow us if we couldn't meet the timeline when we receive a lot of queries from players. We also kindly ask all players to submit all the necessary documents as instructed in the email. Once our agent confirmed all the submit documents are valid, we will proceed with the approval process.

I hope everything's fine now. Please feel free to reach to our customer support if you have any questions.

It took a while, but I was able to withdraw money safely.

Thank you for your response.

Hi tkr, Glad to hear of your successful withdrawal! We sincerely apologize for your worry and the resolution processing time and hope you keep enjoy playing with us. 

Thank you, Vera&John Casino, for your cooperation.

And thank you, tkr, for your patience and for using the Casino Guru complaint resolution center. I’m glad you have successfully withdrawn your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru