Vera&John Casino - Player contests withheld bonus winnings.

Subject: Complaint Regarding Vera&John Casino – Misleading Information and Withheld Bonus Winnings

Dear CasinoGuru Customer Support,

I am reaching out to you because I have encountered a serious and unfair situation with the Vera&John online casino, which I have been trying to resolve amicably for 11 days without any success so far.

The issue unfolded as follows:

Through a referral program, I invited a friend, for which I was credited a bonus. I properly activated and used this bonus. During the gameplay, I played using the bonus balance and won a prize.

Based on the casino’s terms and conditions, I inquired with customer support about the maximum allowed bet amount per game when using a bonus balance. The support team clearly informed me that the maximum bet for that specific game was 10,000 HUF, and I acted accordingly. I did not break any rules and followed all instructions and guidelines.

However, after the game, the system confiscated my winnings, which have not been returned to me since. I have been waiting for any resolution or meaningful response for 11 days. I have exchanged numerous messages with customer support, who repeatedly state that "the internal team is investigating the case," but they provide no concrete information.

I have the following evidence:

1. Screenshots of the customer support conversations confirming the 10,000 HUF bet limit information.

2. Detailed records of the game and the timeline of the winnings earned from the bonus.

3. Communication logs proving that I have been trying in vain for 11 days to resolve this matter properly.

Based on all of this, it is clear that I was misled, and I played in good faith based on the information provided. The winnings rightfully belong to me, and withholding them is entirely unjustified.

Unfortunately, no constructive action has been taken so far. I am willing to make this issue public if no prompt resolution is reached. I am active on several social media platforms and have a following — but I hope this will not be necessary and that, with your help, justice can be served.

Therefore, I respectfully request that you investigate my case and assist in ensuring that Vera&John Casino refunds the winnings I am rightfully owed.

Thank you in advance for your response and support.

Sincerely,

Adel

Dear AdelNatalia,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Vera&John Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please share the link for this bonus, please?
• Do you have an access to your game history, please? Kindly forward it to my email [email protected], please.
• Have you successfully passed the KYC verification, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Hello,

I have sent all the information you requested by email. I look forward to your prompt response. Thank you!

Kind regards,

AdélN******

Dear Casino Guru Team,

I would also like to add an important clarification to my complaint:

The game in question — Lightning Storm — clearly belongs to the Live Casino category. It is developed by Evolution Gaming and is classified as a live game show, hosted by real dealers in real-time. This is not a slot game or RNG-based product.

According to the information I received from Vera&John’s support, the maximum allowed bet for Live Casino games under the bonus terms is 10,000 HUF. I placed exactly that amount — fully complying with the stated rules.

Therefore, I strongly believe my actions were within the boundaries of the bonus terms, and the winnings I obtained were legitimate.

I kindly ask you to consider this fact in the review of my case, as it further proves that I did not breach any conditions, and the funds should be rightfully returned.

Thank you again for your time and support.

Kind regards,

AdelNatalia

Dear AdelNatalia,

thank you for your messages.

I was unable to locate your email. Could you please forward your game history to my email [email protected]? Kindly include the communication with casino as well.

Looking forward to your reply,

Katarina

Dear AdelNatalia,

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,
Katarina
Casino.Guru