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