The player from Japan reported that her balance had been unfairly confiscated by Vera & John Casino, which claimed there was fraudulent activity without providing specific details. Despite multiple inquiries for clarification, she did not receive a satisfactory response. The player failed to respond to the Complaints Team's questions and reminders, which resulted in the complaint being closed due to lack of communication. The complaint was closed for the moment, but the player retained the option to reopen it by resuming communication.
Vera&John Casino JP - Player's winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: 4,142 USD₮
Vera&John Casino JP
Safety Index:Below averageCase summary
Discussion
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2 months ago
Translation
My balance was unfairly confiscated at this Vera & John Casino.
No matter how many times I inquire, they avoid giving me a specific answer, and just say, "We would like to inform you that we have identified fraudulent activity in your game and determined that it violates our terms of use."
I was just given this answer.
I have asked for an explanation of the specific types of fraudulent conduct that occurred in the game I played, but I have not received any response, so I would like to request that you intervene.
Automatic translation:
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2 months ago
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.
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2 months ago
Dear miraimirai,
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.?
- Could you please confirm whether you currently have access to your gaming account?
- 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 G.
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2 months ago
Dear miraimirai,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
