Vera&John Casino - Los retiros de los jugadores se retrasan.

I had one withdrawal accepted 4 february and another one accepted 20 march. I have not recieved the money yet. I have been in contact with costumer service many times, chat and email, and they always need more information to investigate. I have been sending them everything but they do not investigate what has happened to my withdrawals. Hope you can help.

Dear Hene,

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

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• Have you made any previous successful withdrawals from the casino with this payment method?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Thank you for your response. My account have recently been fully vertified. I dont get an answer about what is wrong.I have made previouse succesfull withdrawals the same way, it only took 3 days to recieve the funds back than. I will share the communication.

Thank you very much, Hene, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Hene,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Hene,

is there any development? Have you received your funds?

Hey. I have still not received my funds and I have emailed them, but the response is always the same. They cant give me any answers. Always asking for more information, information I have given to them over and over again.

Dear Vera&John Casino representative,

could you please state the reason why the player's withdrawal has not yet been processed? Which steps should she follow in order to be able to withdraw her funds?

Hi all, hope you are doing well.

Our customer support team has already sent an email to request documents to investigate the missing withdrawal on 20th March 2025 UTC and our team hasn't received the reply yet.

Unless the player replies to the email, we cannot investigate further. Please reply to the email with requested documents. Thank you.

I have responded to the email and sent the documents.

Dear Vera&John Casino representative,

the player still hasn´t received her funds although she sent all required documents. Could you please investigate further with your payment provider? Please keep us updated of any new development.

Thank you

Hi all,

As mentioned in our support team's response to the player, we received the documents on 03/04/2025 at 15:01 UTC and promptly escalated them to our payment service provider for investigation.

The provider typically delivers the results within 5 business days. We kindly ask for your patience during this time. Thank you for your understanding.

Dear Hene,

could you please confirm that you have received the funds back to your account balance?

Dear Hene,

could you please confirm that all your funds have been returned to your account?

Hi. All my funds have been returned to my account, thank you.

Hi all, we are happy to hear that. Please close the ticket, thank you!

Dear Hene,

are you planning to withdraw your funds or do you want to continue playing in the casino?

Dear Hene,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jana
Casino.Guru