Vera&John Casino - Player's account has been closed and winnings forfeited.

I made a deposit on March 5th and started playing.

I used the deposit bonus to increase my balance to $8000.

After completing the wagering requirements, I continued playing my favorite slots, and when my balance fell below $5000, I requested a withdrawal. Although basic identity verification had been completed, I was repeatedly asked for additional documents.

I submitted everything and received an email confirming account verification, so I felt relieved. However, the next day my account was locked and my balance was forfeited.

I'm not satisfied with this.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you successfully pass the KYC verification before you lost access to the account?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?

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,

Attila

I only played slots.

Identity verification is complete. The casino requested documents multiple times, and I submitted them each time.

Yes. I inquired and was told it was bonus fraud, but I don't agree.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

I contacted them via chat, but the casino only informed me of a violation of the terms of service.

Please contact the casino.

Dear rienda,

Thank you for your response. Could you please forward the email in which the casino informed you of their decision to close your account?

All the details I asked for are essential if we wish to proceed with your case and assist you further. Thank you in advance.

Dear rienda,

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.

Forwarded

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, Michal (michal.k@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,

Attila

Hello rienda,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Vera&John Casino to join the conversation.

Dear Vera&John Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

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 Casino Guru and rienda,

I hope this message finds you well.

This follow-up is to let you know that your case is under investigation and our team is reviewing the details you provided.

We’ll reach out as soon as we have an update. In the meantime, we really appreciate your continued patience and understanding.

Kind regards,

Complaints Team

Dear Vera&John Team,

Thank you for your response and for acknowledging the case.

We appreciate your attention to this matter and look forward to receiving further information, as well as your position regarding the proposed next steps, once your review has been completed.

Dear Michal,

Thank you for your patience and cooperation throughout the duration of our investigation.

Following a careful review conducted in collaboration with our Risk Team, we are pleased to inform you that the relevant department has decided to reopen the player account and reinstate the account balance.

Account is now fully active, and the player can log in as normal to access their balance and continue using our services without restriction.

We would like to sincerely thank you for your understanding, dedication, and cooperation during this process. Should you require any further assistance, please do not hesitate to contact us.

Kind regards,

Mario

Resolution Specialist V&J

Thank you for the positive update, Vera&John Casino.

Dear rienda,

In accordance with the casino's response, after an examination by the appropriate department, your account has been reactivated, and the balance has been restored to your account.

Please let me know if I can consider this matter resolved or if there is anything further you require assistance with.

Dear rienda,

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.

Dear rienda,

While it appears that the matter has been clarified and you most likely have received the funds, otherwise you would still enquire about them, we have not received confirmation from you on whether this case can be considered sufficiently addressed or if you need additional assistance. Due to your lack of response, we regrettably must move forward with closing this complaint as rejected. I would like to thank the casino team for their cooperation.

If you experience any further issues with this or any other casino in the future, please do not hesitate to reach out to us—we will try our best to assist you.

Best regards,

Michal

Casino Guru

We have received email confirmation from the player that the winnings have been successfully received.

We are pleased that this matter has now been resolved and that our involvement contributed to facilitating a positive outcome.

Accordingly, I will proceed with marking the complaint as "Resolved" in our system. I would like to thank both the player and the casino for their cooperation throughout the complaint resolution process.

Should you encounter any issues with this or any other casino in the future, rienda, please do not hesitate to contact our Complaint Resolution Centre. We remain available to assist whenever possible.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru