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

I made a deposit and played at VeraJohn Casino, and won with the cash portion, but when I went through the account verification process, I received an email saying that the withdrawal was canceled. When I tried to log in, my account was locked.

When I contacted them via chat, I was told my account would be closed.

I'll apparently receive another email with the reason.

I really want to get my winnings back, so I'd appreciate your help.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 lost access to your account directly after submitting the documents for the KYC verification?
• 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

It's a slot machine.

After submitting the documents, I was unable to log in for several hours.

I made a deposit and received a bonus, but I haven't used it yet.

Thank you for your response. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support? You may send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.