Vera&John Casino JP

Public

kaori785

Bronze

Japan

Public

3 days ago

Vera&John Casino blocked account based on unsubstantiated forgery accusation, rejected notarized proof and refused escalation

Complaint Description: I am lodging a formal complaint against Vera&John Casino for the unjustified, permanent closure of my account, accompanied by groundless and defamatory accusations of document forgery by their support team.

The casino has demonstrated a severe breach of fair gaming and flawed KYC evaluation procedures through the following actions:

1. Unsubstantiated Criminal Accusation I submitted my official Japanese Driver's License for standard identity verification. The live chat support explicitly asserted that my document was a "forgery" and immediately terminated my account. My driver’s license is a fully valid, legal document issued by the Japanese Public Safety Commission. To brand a legitimate customer as a criminal without providing any empirical or technical evidence is a severe act of defamation.

2. Logical Inconsistencies in Casino's Stance Following the ban, a second agent intervened and suggested that my account could be re-reviewed if I submitted an alternative ID (such as my National My Number Card). This creates an absurd logical contradiction: the casino simultaneously maintains the stance that I am a document forger, yet invites me to submit alternative paperwork to continue using their services.

3. Blatant Refusal of Definitive Legal Proof To conclusively resolve the dispute and prove the absolute authenticity of my document, I explicitly offered to obtain an official certification from a Japanese Notary Public Office (Kōshō Yakuba) to legally guarantee the license's validity. Shockingly, the casino flatly rejected this legally binding verification method. They are actively refusing the objective truth just to uphold a flawed internal decision.

4. Failure to Report to Authorities Under Japanese law, the forgery of a driver’s license is a major criminal offense (Forgery of Official Documents). If Vera&John Casino were genuinely confident in their assessment that my ID is a fake, they would be legally and ethically compelled to report my details to Japanese law enforcement. To date, no authorities have contacted me. This lack of action proves that the casino knows they possess zero evidence and that their claim would immediately collapse under official scrutiny.

5. Suppression of Grievances and Denial of Due Process I repeatedly requested to escalate this matter to their Compliance Department or a specialized dispute resolution manager. The support agents adamantly refused to provide any direct contact information. Today, the standard support channel delivered a final reply, completely burying my complaint, refusing to initiate any objective re-investigation, and refusing to back up their claims.

Desired Outcome:

Immediate Account Reinstatement: Full restoration of my account and access.

Third-Party Verification: I demand that the evaluation of my document's authenticity be handled by a qualified, independent third-party organization, rather than being subjected to the arbitrary, flawed judgment of the casino's front-line support.

Official Management Apology: A formal apology from the legal representatives of Vera&John Casino for the defamatory accusations.

I possess complete, unedited screenshots of the subsequent conversations (including their refusal of my notary offer and today's final negative reply) and am ready to submit them to the Casino Guru complaints team immediately.