Vera John Casino verification issues - customer service not responding too emails

posted on August 10, 2015.

it 2015 and I can not remember the last thing I received through the post other than junk mail. So can someone from V&J please advise an alternative to a piece of post with my name on it to verify my account. All I want is £80 winnings back to the SAME credit card I deposited on. V&J have a scan of the SAME credit card (deposited on)and my driving licence with current address but still require a piece of post. i know you have strict verification legislation to follow but a bit of common sense on this one would not go a miss. I have closed the account so you won't see me again. Two emails sent and a call to a phone operative who apparently 'does not have a supervisor' or 'does not know the address to write a formal complaint too' and still nothing back.

posted on August 11, 2015.

Received email this afternoon from Luke at V&J customer support stating they have reviewed my account and will be processing my withdrawal. Although no official response on this site I believe someone has had site of this complaint and acted quickly. They have apologised for the delay and although I have to wait 3 days for the withdrawal will give them the benefit of the doubt and resolve this complaint now. Thank you

posted on August 12, 2015.

Dear Dac5256,

We are sorry to hear that you were dissatisfied with the communication with our customer care and would like to apologize for any inconvenience caused.

It is a priority of ours to consistently enable all our customer care agents to deliver a precise and timely response to all your needs. Please rest assured that we are currently looking into your complaint regarding your satisfaction with the service received and to rectify our position where needed.

We have looked into your request and both Payments and Fraud have rectified your position and account according to the information available to us and you may make your withdrawal as requested. To avoid further confusion future withdrawals may require KYC at which point further documentation will be requested.

Thank you for bringing this item to our attention and providing an opportunity for us to improve where needed. Its a shame that you felt the need to use an external forum to resolve a query you have with us - please note that any such queries you may have in the future may also be directed to suppor­[email protected]­era­joh­

We of course hope to see you at Vera&John again and we would like to thank you for your participation so far.

Fun Regards,


posted on August 12, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.