Vera&John Casino JP - Player's withdrawal request is confiscated and account is frozen.

The cash withdrawal request I made on December 5th of this year was confiscated and my account has been frozen, so please take action.

I forget which month it was, but I registered in 2024 and had withdrawn money from other affiliated sites, and I often received emails from Vera & John Casino about bonuses, so I played there regularly.

I had already passed KYC, but suddenly received additional certification in December and submitted it.

It was then put on hold for three weeks, and today it was confiscated and my account was frozen.

I have no idea about this at all, and since I was playing and withdrawing cash, I don't think there were any bonus terms.

Even if there is one, I'm playing slots, so I definitely meet the bonus conditions.

Also, twin brothers play on the same site, but they have different addresses so they are not violating the terms of service.

Since it's a high price, there's a chance it could be confiscated, so I'd like you to look into it.

Important notice:

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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 if you played other games too, like live casino, sports betting, etc.?
• Have you received any updates on the status of your verification?
• Do I understand correctly that you accumulated your winnings with an active bonus?

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

Best regards,

Kristina

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.

Let me know if you've tried other games like live casino or sports betting.

I've never played anything other than slots.

Have you received an update on the status of your verification?

I didn't receive it. It was confiscated even though it was approved.

Am I correct in understanding that I have accumulated winnings using active bonuses?

yes.

I have been sent the reason for confiscation, so I am attaching it, but please keep it private as my name is included.

I have no idea about either of these.

Since we are twins, there is a small possibility that our IP addresses may overlap, but we have never played in the same place and we live in different places.

Thank you very much for your reply, azuazu5. Was this the only explanation you received from the casino? Could you please forward all relevant correspondence between you and the casino to [email protected]? I understand this may take time, so I appreciate your assistance.

I forwarded it to you, but no further details were provided.

Dear azuazu5,

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, Peter ([email protected]). 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,

Kristina

Hello there,

Thank you azuazu5 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vera&John Casino JP for their help in resolving this complaint. We would like to know why the player's account was blocked and the winnings were confiscated.

Thank you!

azuazu5, Casino Guru

I hope you are doing well.

As we have notified you by email, your account has been closed due to fraudulent activity as outlined in Terms of Service 3.12, Terms of Service 5.1.4 and Terms of Service 2.1.3 being confirmed by our responsible department.

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

Thank you for the update Vera&John Casino JP representative. Would it be possible to provide me with evidence of the fraudulent activity? You can forward any information to my email. ([email protected]) Thank you in advance 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

Today, my account was unlocked and my withdrawal was completed from Mystino, a subsidiary of Vera & John Casino, after my withdrawal had been pending for over a month.

After all, isn't it possible that Vera John Casino's violation is a mistake?

Is it possible for my money to be confiscated at Vera & John Casino and then withdrawn from Mystino?

I have no idea about the confiscation from Vera John Casino.

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.

As the casino stopped responding to our inquiries, I will be forced to close the complaint. I'm afraid there is not much that can be achieved without cooperation from its side. I will mark the 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 could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best regards,

Peter