Vera&John Casino JP - Player’s account has been closed and funds confiscated.

I made a deposit on December 31st, but they accused me of fraudulent play and confiscated the entire amount and froze my account.

KYC was passed before depositing, and I have been able to withdraw money many times in the past.

This time, after I made a deposit without playing anything, the confiscation and freezing of my account due to fraudulent play is clearly fraudulent confiscation, and even if I were to receive a refund, the fact that Vera & John Casino has fraudulently confiscated my money even once constitutes fraud, so I would like to report this and ask for your assistance in getting my deposit refunded. While I have no intention of playing again after having been clearly fraudulently confiscated even once, I would like to prevent more victims from becoming victims of Vera & John Casino's fraudulent confiscations so that Casino Guru can accumulate data on Vera & John Casino's fraudulent confiscations.

thank you

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Dear Shint,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you deposited with the same payment method you have used before?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila G.

In the past, I only played video slots, but with this deposit I haven't played any at all.

The same deposit method as before.

I don't accumulate winnings, I only deposit.

Dear Shint,

Thank you for your response. I am really sorry, but I'm not sure I understand you correctly. Could you please elaborate?

Additionally, could you please confirm when was the last time you played in this casino and when was your last deposit?

Thank you in advance for your response.

Best regards,

Attila G.

I think the last time I played and bet was on 12/21. The last time I deposited was on 12/31.

I made a deposit on 12/31 and planned to play later, but on 1/2 I received an email saying that my account had been frozen and my funds had been confiscated.

Dear Shint,

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, Jana (jana.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,

Attila G.

Dear Shint,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a Vera&John Casino JP representative to join this conversation and participate in resolving this complaint.

Dear Vera&John Casino JP,

could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information. Kind regards, Jana

Dear Shint, Casino Guru

I hope you are doing well.

The account has been closed due to fraudulent activity as outlined in Terms of Service 3.12, Terms of Service 5.1.4 and Terms of Service 2.1.3.

Regarding the amount that was deposited just before your account was closed, our support department will reconfirm it and contact you.

Thank you very much for your cooperation.

Complaints Team

Dear Vera&John Casino JP,

thank you for your reply. Could you please provide details regarding the player’s alleged fraudulent behavior and forward any supporting evidence to jana.k@casino.guru?

Thank you for your cooperation.

Casino Guru

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

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.

I hope this message finds you well. I want to express my sincere apologies for the challenges you have faced in trying to reach the casino. Unfortunately, despite my repeated efforts to contact them, it seems we have not been successful in obtaining their cooperation, which limits our ability to resolve your issue effectively. As a result, I will be marking your complaint as "unresolved" in our system. I understand that this may not be the resolution you were hoping for, and I genuinely empathize with your situation. It is worth noting that the impact of unresolved complaints on the casino's rating may encourage them to reconsider their stance. Should the casino respond, we will promptly reopen your complaint, and you will be notified via email. In the meantime, I encourage you to reach out to the Curacao Gaming Authority at complaints@cga.cw to submit your concerns directly to them, as they have additional resources to assist players. If you require any assistance with the complaint submission or would like to share their response afterwards, please feel free to reach out to me at jana.k@casino.guru. I apologize for not being able to provide more support in this instance and appreciate your understanding.

Best regards,

Jana