Vera&John Casino JP - Player’s account has been closed after withdrawal request.

I have withdrawn money from this casino before and have played there enough to reach a VIP level.

However, when I applied for withdrawal this time, I was asked for new KYC documents.

When I submitted it, my withdrawal request was canceled and my account was locked.

I contacted support but didn't get a satisfactory answer.

Is this a scam casino that will refuse to withdraw large amounts of money for some reason?

Please conduct an investigation

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you received any information regarding the status of the verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I only played slots.

I have withdrawn funds before and passed KYC verification. When I applied for withdrawal this time, I was asked for another form of identification, which I submitted.

The casino did not provide any further information regarding the document, and my account was locked.

You won while the bonus was active.

After that, I completed the wagering requirements for the bonus.

Thank you very much for your reply, yasue336. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I have sent you an email with my correspondence with Vera & John Casino.

Please confirm

Dear yasue336,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello yasue336,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Vera&John Casino JP to join the conversation.

Dear Vera&John Casino JP,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru or via our Teams chat.

Thank you in advance.

yasue336, Casino Guru

I hope you are doing well.

We would like to inform you that we are currently checking your question with our relevant team.

We will contact you as soon as we have confirmed the details. We appreciate your understanding and cooperation until then.

Thank you very much for your cooperation.

Complaints Team

Dear Vera&John Team,

I'm looking forward to receiving the information and evidence supporting the alleged violations of your terms and conditions for an independent review.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Are Casino Guru and Vera John Casino in contact?

Has any information or evidence been submitted to support the alleged violation of the Terms of Use?

Dear yasue336,

I have been in contact with the casino team regarding your case, including communication outside of this thread. The casino team has shared certain information and evidence that raises some legitimate questions, and their actions may be partially understandable. However, despite multiple requests, the casino team has not yet provided the additional information and evidence required for us to independently and comprehensively assess the situation.

I have once again urged the casino team to provide clear and substantiated evidence to support the allegations made against you. Should the casino team fail to do so, I will be compelled to close the case as unresolved, which would negatively impact the casino’s safety index rating.

Dear yasue336,

I have been in communication with the casino team; unfortunately, there have been no new developments to report.

As I previously mentioned, the casino has provided certain information and evidence that raises valid questions, which may partially clarify their actions. However, despite our repeated requests, the casino team has not supplied the additional information and evidence necessary for us to conduct an independent and thorough assessment of the situation.

Consequently, we are currently unable to support the casino’s actions, and it appears that the confiscation of your winnings is unjustified at this time.

This lack of transparency does not align with the principles of fair practice that we strive to uphold to ensure a fair gambling environment for both players and operators.

As a result, we regret to inform you that we must close this complaint as Unresolved—Insufficient evidence from the casino.

I understand that this is not the resolution you were hoping for, but we believe that the decrease in the casino’s rating due to unresolved complaints may encourage them to reassess their approach. Should the casino choose to respond and resolve the matter, we will reopen your complaint and notify you via email. In the meantime, if you wish to pursue your case further, you may submit a complaint to the Curaçao Gaming Authority (CGA) via email at complaints@cga.cw. You may also find our article on How to submit a complaint to a regulator | Casino Guru helpful. Although the CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option.

I sincerely apologize for not being able to provide more assistance on this occasion.

Best regards,

Michal

Casino Guru