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I forget which month it was, but I registered in 2024 and had withdrawn money from other affiliated sites, and I often received emails from Vera & John Casino about bonuses, so I played there regularly.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

今年の12月５日にキャッシュ出金申請したものが没収され、アカウントが凍結されましたので対応お願い致します。

何月かは忘れましたが2024年に登録してその他系列サイトでも出金していたことがあり、ベラジョンカジノからもボーナス案内のメールが頻繁に送られてくるので定期的に遊んでいました。

KYCも既に通っていましたが突如12月に追加認証が来て提出しました。

それから３週間保留が続き、本日没収され更にアカウントも凍結されました。

全く心当たりありませんし、キャッシュで遊んで出金しているのでボーナス規約もなかったように思います。

あったとしてもスロットで遊んでるのでボーナスの条件も間違いなく満たしています。

また双子の兄弟が同じサイトを遊んでいますが、住所は異なるので規約違反もしていません。

高額だから没収という線があるので調べてほしいです。

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 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.

ライブカジノやスポーツベッティングなどの他のゲームもプレイしたことがあるかどうか教えてください。

スロット以外は遊んだことないです。

検証のステータスに関する最新情報を受け取りましたか?

受け取っていないです。承認されたまま没収されました。

有効なボーナスを使用して賞金を蓄積したと理解してよろしいでしょうか?

はい。

没収理由が送られてきたので添付しますが、名前記載されているので非公開にしてください。

いずれも心当たりがございません。

双子でやっているのでIPアドレスが被る可能性は少なからずありますが、同じ場所でプレイしたことはありませんし、自宅も違います。

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 kristina.s@casino.guru? I understand this may take time, so I appreciate your assistance.

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

転送しましたが、これ以上具体的な説明はございませんでした。

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 (peter.c@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,

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

azuazu5様、Casino Guru様

お元気でいらっしゃることを願っております。

アカウントは、メールでご案内しておりますとおり、ご利用規約3.12、ご利用規約5.1.4、ご利用規約2.1.3に記載の不正行為を担当部署で確認したため、閉鎖されました。

このため、ご出金申請は不承認となり、所持されていたご出金申請金額ならびに残高は、全て没収となっております。

どうぞよろしくお願いいたします。

苦情チーム

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. (peter.c@casino.guru) 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

Casino Guru様

ご質問について、弊社関連チームに確認中であることをお知らせいたします。

確認でき次第、ご連絡いたします。それまでの間、ご理解とご協力を賜りますようお願い申し上げます。

どうぞよろしくお願いいたします。

苦情チーム

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.

本日、一か月以上出金保留されていたベラジョンカジノ系列にあたるミスティーノからアカウントロック解除と出金完了されました。

やはりベラジョンカジノの違反は何かの間違いではないでしょうか？

ベラジョンカジノで没収され、ミスティーノは出金されるようなことがありますか？

ベラジョンカジノの没収も全く心当たりありません。

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