Vera&John Casino JP - Player's account has been closed.

Deposit $1,500 and start playing on 2025/10/22

On 10/27/2025, I reached $100,000 and wanted to withdraw money, but since it had not been verified, I tried to verify it.

At that time, I first contacted customer support at 9:00 a.m. on October 27, 2025 to request a change of address, as my address had changed.

I was told I could do it myself, but an unexpected error message appeared, so I had to contact support to request a manual switchover.

After that, I noticed that my first and last name were reversed and changed it with support.

When I changed my address, I asked them to do it as soon as possible because I wanted to withdraw the money, but by 2:30 pm the change hadn't happened, so I contacted them again.

At that time, I was told, "We are currently checking the matter. We will notify you by email, so please wait."

I wanted to make a withdrawal, so I told them that I wanted to withdraw without being verified at the moment, and they replied that I could withdraw even without being verified.

So I told them that I had changed my address but it hadn't been reflected yet.

But the customer's response was:

(You are not required to submit any additional documents when changing your address, so you only need to provide the necessary documents when withdrawing funds.)

I told them again that the address was different.

I was then told that in addition to the address review, an account verification review would also be conducted.

I followed the customer's instructions and withdrew $10,000 in virtual currency (Ethereum).

Present the documents required for account verification

This document must be for the address where you submitted your change of address application.

The application was then placed under review, and then canceled a few hours later, and then the account was locked a few hours later.

I'm very unhappy with this decision.

I asked the customer for instructions and followed their instructions.

Here's what Vera John has to say:

We have reviewed the documents you have submitted and have determined that you have violated our Terms of Use (2.1.6) when you registered your account.

Therefore, in accordance with Terms of Use 11, we would like to inform you that the account registered with this email address has been suspended indefinitely and any balance held has been confiscated.

2.1.6

You will provide true, complete, and accurate information about you as requested when registering and throughout the life of your account. Your information may include, but is not limited to, your name, address, date of birth, email address, telephone number, and payment information. It is your responsibility to uphold this obligation and ensure that your information is always up to date. You will notify us of any changes to your information, including any changes to any required information you provide on the registration form.

This address change application was submitted at 9:00 AM on October 27, 2025.

Change of address ▶︎Change of name ▶︎Follow instructions and apply for withdrawal ▶︎Account verification

The above decision seems to be coming earlier than the timeline I applied for.

If you had accepted the change of address, this would not have happened.

An unexpected error occurred when making the change, and customers are switching to manual mode.

This is extremely unpleasant, so I would like to request that the indefinite suspension of my account be lifted and that the $100,000 be refunded.

The supporter I spoke to after the account was locked said that he was able to check the customer interactions, so it seems that they are probably saved as history on Vera John Casino's side.

Please once again follow the proper procedures based on the steps I have asked you to take.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vera&John Casino JP.

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

• Could you please explain when you registered an account in the casino?
• Could you please explain when you moved from your previous address to the other one?
• Have you previously verified the address you registered with?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

I'm not sure when I registered, but it was about four years ago.

The day I moved was around April this year.

This month is the day I started playing again.

When I tried to make the change at that time, an unexpected error message appeared, so I contacted customer service.

Regarding the registered address, I have contacted the customer and informed them of my intention to change it.

I was told that the company would handle the change procedures at that time.

We have repeatedly checked the situation.

The current balance of $100,000 is the reward earned from a $1,500 deposit made on October 22nd.

Little by little, I gained more and more, and finally won big.

I checked it frequently.

We will also try to change the address as soon as possible after the game resumes.

You can still withdraw funds even while requesting changes

Please submit the necessary documents at that time.

The management support said:

There was no notice when I changed my address.

I think it's terrible to give such a sudden notice when there is a huge amount of money like $100,000 at stake.

Please help us out.

Please respond here.

It's one confusion after another.

Mr. Thomas, please confirm the facts with the management.

When I provided my date of birth during customer enquiries, nothing was said.

Even if this is true, shouldn't they have an obligation to inform you at the time of the initial freezing or confiscation?

I categorically do not recall ever falsifying my age when registering.

Please help me.

$100,000 is a huge amount of money.

This was the response I received in response to another inquiry about Vera John.

At that time, there was no response regarding the age misrepresentation.

Apparently it's 2.1.6 after all.

I had the intention to make changes, so I think it's extremely unreasonable that it has still been suspended.

This means that there is no point in making the change.

It is natural that your address will change when you change your residence, so we informed them that the change was made in accordance with the regulations and submitted a change application as per the procedure.

Is this not possible?

It's been about two days.

Since the amount is 100,000 dollars, I would like this to be resolved as soon as possible.

Is it correct to assume that the supporters on this site don't even reply?

If they don't even reply, stop responding to complaints.

I was hoping that maybe they'd help me, but I'm stupid.

Thank you for your patience.

We currently have hundreds of active complaints, and we strive to reply as soon as possible within the 7-day time limit.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]), 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.

Hello,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Vera&John Casino JP to join the conversation and participate in the resolution of this complaint.

Dear Vera&John Casino JP,

Can you please provide further information about this situation? When was the player's account registered?

Kind regards,

Adam

please.

The email stated that there would be no change in the decision, but I am very dissatisfied that the suspension was decided despite the intention to change, and even though this was confirmed.

When I contacted Vera John in Japan, I was told that I had lied about my age, but when I contacted them overseas, they did not say that I had lied about my age.

They said it was 2.1.6, but they said they had confirmed that they intended to make the change and had notified customers.

Whether or not it is reflected is your responsibility, so it's strange to say it's the player's responsibility.

If you had followed the steps I did, this wouldn't have happened.

Does Vera & John Casino not allow you to change your address?

Address change request ▶︎Name change ▶︎Confirmation ▶︎Withdrawal ▶︎Authentication

I don't think the procedure is completely wrong.

Please change your decision and return the funds.

Hiro64-san

Reasons for account closure

Your account has been closed due to the following violation of the terms of use, as you were under 18 years old at the time of registration and your date of birth on registration did not match your date of birth on KYC.

Please note that we cannot reopen your account.

2.1.6

You will provide true, complete, and accurate information about you as requested when registering and throughout the life of your account. Your information may include, but is not limited to, your name, address, date of birth, email address, telephone number, and payment information. It is your responsibility to uphold this obligation and ensure that your information is always up to date. You will notify us of any changes to your information, including any changes to any required information you provide on the registration form.

Registration date and time = 2019/6/28

Registered date of birth = 2000/09/30

KYC Date of Birth = 2001/09/30

Hello Vera&John Casino JP,

Thank you for your response. I would like to ask you to clarify some more details. If the player registered their account in 2019, does this mean that they have been playing unverified until now? Has the player made withdrawals in the past, and how much have they deposited during the lifetime of the account?

Kind regards,

Adam

I was playing without authentication. I didn't think I could win, so I wasn't told to authenticate.

I did it when I was able to withdraw money.

This is my first time withdrawing money.

The total amount of deposits should be around 400,000.

Dear Adam,

KYC submission is usually required when applying for withdrawal or when requested by the relevant department.

When I checked Hiro64's deposit and withdrawal history,

The first deposit was made on 2025/10/20 = no play was made from registration in 2019 until 2025/10/19.

In addition, since the first withdrawal request will be on 2025/10/27, KYC was submitted on 2025/10/27.

thank you.

Vera & John Casino

Hello Vera&John Casino JP,

I apologize for my delay in responding. Thank you for the information.

Can I please just check I understand the situation correctly? If I am not mistaken, the player has registered an account using an incorrect date of birth, as they were underage at that time (2019/6/28). However, they have not deposited or played in this account until 2025/10/20, by which time they were old enough to be gambling at the casino? Can you please also confirm the total amount the player has deposited in the account?

Kind regards,

Adam

Dear Adam,

As we understand, you were a minor at the time of registration.

The problem is that you registered under false pretenses, claiming to be over 18 years old, and provided incorrect information. This violates the terms of use listed below, so we have decided to close your account.

The total amount deposited by the player is $2000.

2.1.6

You will provide true, complete, and accurate information about you as requested when registering and throughout the life of your account. Your information may include, but is not limited to, your name, address, date of birth, email address, telephone number, and payment information. It is your responsibility to uphold this obligation and ensure that your information is always up to date. You will notify us of any changes to your information, including any changes to any required information you provide on the registration form.

11.1.

We reserve the right to suspend or close your account and confiscate any associated funds if we suspect fraud, bonus abuse or breach of these Terms and Conditions.

We reserve the right, in our absolute discretion and without any explanation, to suspend or close your Account, cancel any bets you have made, remove any bonus funds in your Account, and/or take any other action we deem appropriate if:

Vera & John Casino

Thank you for the additional information, Vera&John Casino JP.

I have now contacted you with further questions via email.

Kind regards,

Adam

Hello Hiro64,

I have confirmed the situation further with the casino, and I am afraid I am unable to help you with this situation.

While there are a number of guidelines we believe that casinos should follow, as outlined in our Fair Gambling Codex for casinos, we also have a Fair Gambling Codex for players (https://casinoguru-en.com/guide/fair-gambling-codex-for-players). One of the few rules that we feel players should adhere to is listed there:

"Only use your own name and correct personal details (address, contact information, etc.) when creating a casino account."

I appreciate that you haven't used the account while underage, but the fact remains that you have created it with incorrect information. Consequently, the casino is acting in accordance with the terms and conditions on this occasion, and there is nothing further that can be achieved.

The complaint will therefore be closed. I am sorry we could not be of more help to you.

Kind regards,

Adam