Vera&John Casino JP - Player's withdrawal is delayed due to ongoing account verification.

I registered and played in the first half of November, and when I requested a withdrawal after earning $7,000 in cash, KYC came up several times.

It was approved smoothly, but each time additional documents were sent, and when I submitted my final selfie, I was told that it had not been approved for over a month and was still under review.

At the same time, the withdrawal continues to be held.

Casino Secret, which is a subsidiary of Vera John, also submitted all the necessary documents, but was not approved and is also on hold.

Could you please help me?

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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vera&John Casino JP.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made previous successful payouts from this casino?
• Did you achieve your current balance with the help of a bonus?
• Could you please list which documents you provided and in which format?
• Could you please share with me your communication with the casino regarding the verification requirements and why your documents weren't approved? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Have you ever successfully made a payment from this casino?

No, I haven't withdrawn the money because the KYC didn't go through.

Did you achieve your current balance thanks to the bonus?

No, I won in cash, so I didn't use my bonus balance.

Can you list what documents you provided and in what format?

I took a selfie, showed my driver's license, and submitted all my documents.

Could you please share your communication with the casino regarding the ID verification requirements and why your documents were not accepted? Please send an email or chat transcript to the email address below.

Understood.

Today I received a cancellation of my withdrawal and when I tried to log into my account to inquire, it was locked.

Secrets from the same series are also canceled and locked at the same time, so the sharing of information from the same series is clearly intentional.

Thanks for your patience and information provided.

I am sorry to hear about the recent development.

• Were you informed about the reason why your account in the casino was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)

Thanks in advance for your reply.