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

My winnings were confiscated at VeraJohn Casino.

I was using a deposit bonus.

I received an email from the casino stating that I had violated their terms and conditions through fraudulent activity.

Account closure and forfeiture of prize money

I have no idea what I've violated the terms of service, and I don't know what's wrong with it. My account was closed during the verification process after I was able to add it.

I need your help because I want to win the prize money.

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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.?
• Do I understand correctly that you had USD₮5110 (dispute value) in your casino account before you lost access to it?
• When exactly was your account created and when was it closed?

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

Best regards,

Kristina

Could you tell me which games you focused on? Slots, live casino, sports betting, etc.?

I played the slots.

Do you understand that your casino account had USD 0.5110 (dispute value) before you lost access?

It is included.

When exactly was your account created, and when was it closed?

I don't remember when I created it.

I received an email on March 24th canceling my withdrawal, and when I tried to log in, I couldn't access the account.

Thank you very much for your reply, Gpjtmwt54. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Gpjtmwt54,

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.

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,
Kristina
Casino.Guru