Vera&John Casino JP - Player’s balance has been confiscated.

I am submitting this complaint regarding the confiscation of my account balance.

I received a deposit bonus and played several slot games while completing the wagering requirements. During this process, my balance increased to approximately 450,000 JPY.

While completing the wagering requirement, I also played the slot "Double Rainbow". My base bet in the game was 20 JPY per spin and I used the bonus buy feature several times.

After completing the wagering requirements, my balance was converted to cash and I submitted a withdrawal request of 50,000 JPY which was approved.

After that I continued playing and my balance decreased to around 250,000 JPY.

Later the casino confiscated my remaining balance while the withdrawal of 50,000 JPY was still processed.

The casino claims that this was due to a maximum bet violation related to the bonus buy feature.

However my base bet was only 20 JPY and there was no system warning during gameplay.

I respectfully request an independent review of this case and reconsideration of the confiscated balance.

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 TATSUYA,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

10. Maximum bet restrictions

Maximum single bet by game type when using bonus funds:

Slots, Video Bingo, Skill games, Slingo and Instant Sports: USD 6.25 or the equivalent amount in other currencies

Table games and Live Casino: USD 25 or the equivalent amount in other currencies

Please note that gameplay using bonus funds also includes bets placed through in-game bonus buy features.

Our position is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel you have been accused mistakenly, feel free to forward me your game history/bet history together with a link to the specific bonus that you redeemed and played. My email address is petra.h@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards

Petra