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.

If anything seems suspicious, contact us directly.

Stay safe.

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 tomas@casino.guru, 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.

Like Casino Secret, I have not received any email replies since my order was canceled.

It's a slot.

Dear sugarmoon,

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, Mirka (miroslava.d@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,

Tomas

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Vera&John Casino JP representative to join this conversation.

Dear Vera&John Casino JP,

Could you please provide clarification regarding this case?

Thank you in advance.

sugarmoon, Casino Guru

I hope you are doing well.

Your Vera & John account has been closed due to fraudulent activity identified by our department as outlined in Terms of Service 3.12, Terms of Service 5.1.4 and Terms of Service 2.1.3.

As a result, your withdrawal request has been rejected and all of your withdrawal request amount and remaining balance have been confiscated.

Thank you very much for your cooperation.

Complaints Team

This is handled in the same way as Casino Secret.

This means that it is possible that the assets were simply confiscated by the same company at the same time.

Shouldn't it be treated as a separate casino?

Please conduct a thorough investigation.

Dear Vera&John Casino JP,

Please send me supporting evidence to your claims to miroslava.d@casino.guru for review.

Thank you for your cooperation.

Casino Guru

We would like to inform you that we are currently checking your question with our relevant team.

We will contact you as soon as we have confirmed the details. We appreciate your understanding and cooperation until then.

Thank you very much for your cooperation.

Complaints Team

Dear Vera&John Casino JP,

We will be waiting for your update.

Thank you for your cooperation.

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 sugarmoon,

The casino stopped replying and failed to provide supporting evidence. Since we are unable to continue with investigation, I have no choice but to close this complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach.In case the complaint will be reopened, you will be notified by email.

Given that the casino is licensed under the Curaçao Gaming Control Board, which currently does not have a formal procedure for handling complaints, there is no regulatory authority to escalate this matter to. I understand this is not the outcome you were hoping for. However, as previously mentioned, the unresolved status of this complaint will negatively impact the casino’s rating, potentially encouraging them to reconsider their approach. If the casino chooses to respond in the future, we will reopen the complaint and notify you by email.

Best regards,

Mirka