Vera&John Casino JP - プレイヤーの入金が遅れています。

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.

七月九日夜、指定された口座に指定された３２１５８円を送金しました

クレジットに反映されないのでチャットで問い合わせすると六時間待っても反映されない場合申告との回答　　　日付変わってチャットで申告

取引ID,paypay銀行のスクリーンショット等何度も送りました

11日18時現在解決していません

送金事実は明確なのになにを問題にしているのか不明です10回以上チャットで問い合わせました　　　先方からは今日の朝九時半頃、スクリーンショットを送るように指示があったきりです

途中経過すらなく丸三日間放っておかれてます

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.

今日もベラジョンのサポートに連絡しましたが相変わらず調査中との回答でした

決済プロパィダーはどこを見れば判明しますか？銀行の即時振り込みしました

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.

昨日、今日とサポートに連絡しましたが調査中と変わらぬ回答でした

その後調査部門からメールがあり、振り込みしたpay pay 銀行のスクリーンショットの提出を求められました

その通りに対応しました

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.

7月18日に入金エラーが確認出来たので数日中に返金しますと連絡ありました

7月2５日に返金されていないと連絡したところ、担当部署に確認するとのことでした

そして28日になってまた履歴の

PDFファイルを送るように言われました

堂々巡りの先送りとしか思えません

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.