Games & Technical

Please try the instruction below. It could help you resume the game.　

1.    Clear cache and cookie on browser you use.
Please check out how to clear them if you’re not sure as the steps would be different depending on browser or version of browser that you use.
2.    Press “Log out” on Vera&John website　
3.    “Log in” Vera&John
4.    Open the game that you played

 

If this instruction doesn’t work out and still having same issue, please take a screenshot and send us via email or chat.　
It would be helpful if you let us know that Transaction ID of the game round.
You can find Transaction ID by “Transaction” > ”Game history” > ”Wager” > Transaction ID attached on each round)
 

First, take a screenshot and save it on your computer or mobile phone as proof. Our game technology usually ensures that in the event of a game crash, an Internet disconnection, or similar problems, the game will be resumed after logging in again. If however, the game is not continued, please delete the cookies and cache data from your browser and update Flash and Java to the latest version. Please also try a different browser and device.

Should your round still not continue, please contact our customer support team or by sending an email to [email protected] with the screenshot, the name of the game, the date and time the round got stuck, a detailed description of the problem and the browsers/devices you tried.

If you believe that a game has not paid out your winnings, you should first check your transaction history here . If your winnings are not visible, try logging out of your account and logging in again. This will help to update the information in your account. Delete the cookies and cache  data from your browsing history,  check that you have the latest version of Adobe Flash Player and Java, and try logging into your account with a different browser, e.g. Chrome or Firefox, of from a different device.

If this still doesn't solve the problem, please send an email to our Customer Support Team who will refer you to the relevant team for review. Please provide the following information in your email:

Name of the game
Transaction ID
The amount of winnings you believe is missing

There can be several reasons why a game cannot be opened. Our game technology usually ensures that in the event of a game crash, a disconnection of the internet connection or similar problems, the game will be resumed after logging in again.

If, in exceptional cases, the game cannot be opened or is frozen, we advise that you clear the cookies and cache data from your browser history, and check that Java is up to date. Please also try opening the game in a different browser and from a different device - this usually will solve the problem on its own.

Should you still have problems, please take a screenshot of the error and send it to our customer service team on [email protected] along with the following information:

1. name of the affected game
2. time and date of the occurrence
3. description of the problem
4. the names of the browsers you have tried (e.g. Chrome, Safari, etc.)
5. the operating system of the device (e.g. Mac, Windows, IOS, Android, etc.)

If you notice that your gaming experience is affected by delays, you can use the following checklist to rule out and fix most problems.

First, please check that you have a stable internet connection. If this is the case, please delete the cookies and cache  data from your browser history and update Java to the latest version. Also try to load the game again using another browser, e.g. Chrome or Firefox. If you continue to experience problems, please take a screenshot of the error message and contact [email protected] to speak to our customer service team.