Vera&John Casino JP - Player’s winnings have been confiscated and account closed.

I played the second first deposit bonus at Vera & John Casino and won.

A while after I applied for withdrawal, I received additional account authentication, which I submitted and waited for, and then yesterday I received an email saying that the withdrawal had been canceled.When I tried to log in, my account was locked and I could no longer log in.

When I asked the reason through chat, I was told that it was a violation of the terms of service, my account was suspended indefinitely, and my winnings were confiscated.

My winnings were confiscated for something I have no recollection of, and I would like some help in getting them back.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you received any information regarding the status of the verification before you lost access to the account?
• Is there any chance that someone from your household or using the same IP also created an account at this casino?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Attila

Can you tell us which games you focused on - slots, live casino, sports betting etc?

I played slots.

Did you receive any information about the status of your verification before you lost access to your account?

I received my first deposit bonus.

Is it possible that someone in your family or someone using the same IP created an account at this casino?

There's no possibility.

Dear gmpwj43,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

I have sent you an email so please check it

Dear gmpwj43,

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,

Attila

Hello gmpwj43,

I'm Michal, and I have taken over your complaint. I have reviewed your 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 to me at michal.k@casino.guru or via our Teams chat.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru and gmpwj43,

I hope this message finds you well.

This follow-up is to let you know that your case is under investigation and our team is reviewing the details you provided.

We’ll reach out as soon as we have an update. In the meantime, we really appreciate your continued patience and understanding.

Kind regards,

Complaints Team

Dear Vera&John Casino Complaints Team,

I'm looking forward to your timely response, including the evidence supporting the alleged violations of your terms and conditions, of which the player is being accused.

Dear Casino Guru,

I hope this message finds you well.

I have replied to you via email, please check your inbox.

Kind regards,

Complaints Team

Dear Vera&John Casino Complaints Team,

Thank you for your email. I understand your perspective on this matter; however, as I have mentioned in several previous identical instances, you have not supplied us with the necessary information and evidence required for us to perform an independent and comprehensive evaluation of the situation.

As a result, we are presently unable to agree with your actions, and it seems that the seizure of the player's winnings is Unjustified at this moment.

This lack of clarity does not correspond with the standards of fair practice that we aim to maintain to ensure an equitable gambling environment for both players and operators.

Dear gmpwj43,

I have been in contact with the casino team; however, there have unfortunately been no new developments.

The casino has shared certain information and evidence that raises valid questions and may partially explain their actions. That said, despite our repeated requests, they have not provided the additional details needed for us to carry out an independent and thorough assessment.

As a result, we are currently unable to support the casino’s position, and the confiscation of your winnings appears Unjustified at this time. This lack of transparency from the casino does not align with the standards of fair practice we aim to uphold for both players and operators.

Given that the casino has not indicated any willingness to reassess their stance, and has instead upheld their original decision, we regret to inform you that we must move forward with categorizing this complaint as Unresolved – Insufficient evidence from the casino.

I understand this is not the outcome you were hoping for. However, unresolved complaints do impact the casino’s rating, which may encourage them to reconsider their approach. If the casino decides to cooperate and provide the necessary information, we will gladly reopen your complaint and inform you via email.

In the meantime, if you wish to pursue this matter further, you may submit a complaint to the Curaçao Gaming Authority (CGA) via email at complaints@cga.cw. You may also find our article on How to submit a complaint to a regulator | Casino Guru helpful. Although the CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option.

I apologize for not being able to provide more assistance on this occasion.

Best regards,

Michal

Casino Guru