Vera&John Casino JP - Player’s account has been closed without clear reason.

Dear Casino Guru Team,

I would like to submit a complaint regarding VeraJohn Casino.

My account has been blocked due to an alleged breach of Section 3.12 of the Terms and Conditions, which refers to fraud, collusion, or other prohibited activities. However, I strongly deny these allegations, as I have never engaged in any fraudulent behavior or collusion.

Here are the details of my case:

Duration of play: 1 day

Games played: Live casino (using real money), and slots (using a welcome bonus)

Bonus used: First deposit bonus

Current balance: 7,603 USD

I would also like to emphasize the timeline of events, which raises serious concerns:

I went through the KYC verification process for over one month, during which my documents were repeatedly rejected and each review took a long time without clear explanations

On April 2, I received an email confirming that my KYC verification had been successfully completed

On the same day (April 2), I received a notification that my withdrawal request had been canceled

On April 3, my account was suddenly blocked due to an alleged violation of Section 3.12

This sequence of events is highly suspicious, as my account was verified successfully, yet immediately after that, my withdrawal was canceled and my account was blocked.

After receiving the block notification, I contacted the casino support team to request a detailed explanation and supporting evidence. However, they refused to provide any specific information, stating that they cannot disclose such details due to security reasons.

This lack of transparency is extremely concerning. My account has been blocked and my funds have been withheld without any clear justification or evidence of wrongdoing.

To summarize:

My account was blocked under Section 3.12 (fraud/collusion)

I have never engaged in such activities

My KYC was completed on April 2

My withdrawal was canceled on April 2

My account was blocked on April 3

The casino refuses to provide any details or evidence

My balance of 7,603 USD is currently inaccessible

The KYC process took over one month with repeated delays and unclear rejections

I kindly ask Casino Guru to investigate this matter and help ensure a fair and transparent resolution.

I am ready to provide all relevant communication, including emails and chat transcripts, upon request.

Thank you very much for your support.

Best regards,

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.

Dear choco5259,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding VeraJohn Casino.

To assist you better and to clarify the situation, could you please provide answers to the following questions:

• Can you specify the exact date when you first contacted the casino support regarding your KYC verification process?
• What specific documentation did you submit during the KYC verification process?
• Did you receive any specific reasons from the casino for the rejection of your documents prior to the successful verification?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Thank you for your reply and for providing the previous details, choco5259.

• Have you saved any correspondence (emails, chats) related to your KYC verification and subsequent experiences with the casino support team?
• Could you share the exact wording of any communication you received from the casino regarding the block on your account?
• Could you provide any additional evidence/communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear choco5259

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,

Petra

Hello choco5259,

I'm Michal, and I have taken over your complaint. I have reviewed this 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 directly to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

Dear Michal,

We acknowledge receipt of the complaint.

Please be informed that we will investigate this matter with our relevant departments and will provide you with an update once we have all the necessary details.

Thank you.

Kind regards,

Dear choco5259 and Casino Guru

Thank you for taking the time to have the relevant department check this.

We are pleased to inform you that your account has been reactivated following a review by the relevant department.

The balance has also been returned to your account, so please check it.

We sincerely apologize for any inconvenience this may have caused.

Thank you very much for your cooperation.

Thank you for the positive update, Vera&John Casino.

Dear choco5259,

In accordance with the casino's response, after an examination by the appropriate department, your account has been reactivated, and the balance has been restored to your account.

Please let me know if I can consider this matter resolved or if there is anything further you require assistance with.

Dear Michal,

Thank you very much for your support and assistance throughout this case.

I can confirm that my account has been reactivated and that I have successfully withdrawn my funds.

I truly appreciate your help in resolving this matter and your professional handling of the situation.

You may consider this case resolved.

Thank you again for your support.

Best regards,

choco5259

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear choco5259,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru