Vera&John Casino JP - Pelaajan tili on suljettu väärien väärennyssyytösten vuoksi.

Vera&John Casino blocked account based on unsubstantiated forgery accusation, rejected notarized proof and refused escalation

Complaint Description: I am lodging a formal complaint against Vera&John Casino for the unjustified, permanent closure of my account, accompanied by groundless and defamatory accusations of document forgery by their support team.

The casino has demonstrated a severe breach of fair gaming and flawed KYC evaluation procedures through the following actions:

1. Unsubstantiated Criminal Accusation I submitted my official Japanese Driver's License for standard identity verification. The live chat support explicitly asserted that my document was a "forgery" and immediately terminated my account. My driver’s license is a fully valid, legal document issued by the Japanese Public Safety Commission. To brand a legitimate customer as a criminal without providing any empirical or technical evidence is a severe act of defamation.

2. Logical Inconsistencies in Casino's Stance Following the ban, a second agent intervened and suggested that my account could be re-reviewed if I submitted an alternative ID (such as my National My Number Card). This creates an absurd logical contradiction: the casino simultaneously maintains the stance that I am a document forger, yet invites me to submit alternative paperwork to continue using their services.

3. Blatant Refusal of Definitive Legal Proof To conclusively resolve the dispute and prove the absolute authenticity of my document, I explicitly offered to obtain an official certification from a Japanese Notary Public Office (Kōshō Yakuba) to legally guarantee the license's validity. Shockingly, the casino flatly rejected this legally binding verification method. They are actively refusing the objective truth just to uphold a flawed internal decision.

4. Failure to Report to Authorities Under Japanese law, the forgery of a driver’s license is a major criminal offense (Forgery of Official Documents). If Vera&John Casino were genuinely confident in their assessment that my ID is a fake, they would be legally and ethically compelled to report my details to Japanese law enforcement. To date, no authorities have contacted me. This lack of action proves that the casino knows they possess zero evidence and that their claim would immediately collapse under official scrutiny.

5. Suppression of Grievances and Denial of Due Process I repeatedly requested to escalate this matter to their Compliance Department or a specialized dispute resolution manager. The support agents adamantly refused to provide any direct contact information. Today, the standard support channel delivered a final reply, completely burying my complaint, refusing to initiate any objective re-investigation, and refusing to back up their claims.

Desired Outcome:

Immediate Account Reinstatement: Full restoration of my account and access.

Third-Party Verification: I demand that the evaluation of my document's authenticity be handled by a qualified, independent third-party organization, rather than being subjected to the arbitrary, flawed judgment of the casino's front-line support.

Official Management Apology: A formal apology from the legal representatives of Vera&John Casino for the defamatory accusations.

I possess complete, unedited screenshots of the subsequent conversations (including their refusal of my notary offer and today's final negative reply) and am ready to submit them to the Casino Guru complaints team immediately.

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusation made against you?
• Would you be able to provide the documents the casino identified as fake to me for review? 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

Thank you for accepting my complaint.

Please allow me to refrain from answering some of the questions you have asked.

The core issue in their argument is the assertion that I submitted forged documents; regarding details such as gameplay or the status of bonuses, providing an answer that does not perfectly align with my memory could work to my disadvantage.

However, I can provide the timeline of events from the withdrawal request to the discovery of my account closure:

1. Withdrawal request made on July 14.

2. Withdrawal cancelled on July 17.

3. Email correspondence initiated on July 18.

I also communicated with chat support between July 17 and 18.

The first support agent asserted that I had submitted forged documents, while the second agent requested alternative documentation; in response to this, I submitted my ID card.

I have submitted all the necessary documents, so please review them.

Dear kaori785,

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, Igor (igor.p@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 kaori785,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Vera&John Casino JP and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Vera&John Casino JP representative to join this conversation and participate in resolving this complaint.

Dear Vera&John Casino JP,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Igor,

Thank you for your message.

I would like to confirm that we have received your request and that it has been escalated to the responsible department for a thorough review.

Our team is currently investigating the matter, and we aim to provide you with an update as soon as possible.

Thank you for your patience and understanding. We appreciate your cooperation, and if you have any further questions in the meantime, please don't hesitate to contact us.

Kind regards,

Mario

Resolution Specialist Vera&John

I want to fully resolve the points of contention.

The first representative flatly stated that I had submitted forged documents.

Perhaps because I was unable to log in, I was unable to save the chat transcript after the session ended.

I have repeatedly asked them for the following:

・Submission of the chat log from the first representative

・Identification of exactly which document was considered forged

・Clarification on whether the ID card submitted subsequently was also considered a forged document

To ensure the core issues are not sidestepped, I am once again formally requesting here that Vera&John Casino release the chat log from that first representative.

Dear Vera&John Casino JP,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Igor and kaori785,

Thank you both for your patience while our internal teams completed a thorough review of this case.

Following a detailed assessment of the documentation provided by the player, we are pleased to confirm that we have successfully completed the account verification process with the initial provided documents. As a result, the player's available account balance has now been re-credited to their Vera&John account.

We appreciate the player's cooperation throughout this process and sincerely apologize for any inconvenience caused during the review.

At this stage, we kindly invite the player to contact us directly. The account is currently under review in accordance with our Responsible Gaming procedures due to certain comments that require further assessment. Once the player gets in touch with us, we will be happy to provide any necessary assistance and guide them through the next steps.

Thank you once again for your cooperation and understanding. We are pleased that we were able to resolve the verification matter promptly, and we look forward to assisting the player further.

Kind regards,

Dear kaori785,

According to the casino, your account is now fully verified. The casino is still requesting that you get in touch with them for further clarification regarding some comments.

Please let us know once there is any update from your side.

Igor,

You should be able to see for yourself just what kind of scammers they are.

I cannot log in to the site.

July 31: Account verification completed via email.

August 2: Notification that the account has been closed.

Throughout this entire period, I haven't been able to log in to the site even once. What exactly are they trying to do?

When I contact chat support, they don't have any answers.

Who am I supposed to talk to?

Also, please provide the chat history from my initial conversation—the one I have been repeatedly asking about.

The point of contention seems to be the allegation that I submitted forged docum

I was explicitly accused of submitting forged documents, yet are you saying those very documents passed the review process?

What exactly are you trying to do?

July 26

You stated categorically via email that you would not conduct any further review, but now that I have actually gone public with this complaint, you are suddenly rushing to complete the document verification?

If a user doesn't speak out, they’re just left to suffer in silence, aren't they?

Is this casino site run by a bunch of scammers?

Dear kaori785,

Did you manage to get in touch with the casino support team? If so, what was the outcome?

However, if you have trouble reaching out to the casino representative, please let me know.

They have no intention of communicating properly. I just contacted live chat a short while ago, but the support staff told me they didn't have the answer.

Dear Vera&John Casino,

It seems that the player is having trouble establishing proper contact with you.

Could you please advise the player on how they should reach out to you?

Also, Igor, could you please ask Vera&John Casino to release the chat logs from the first person involved?

No matter how many times I inquire, they refuse to disclose them.

The crux of the matter is whether or not I submitted forged documents, so the release of those initial chat logs is a crucial issue.

I truly do not understand why they are so adamant about refusing.

Is it some kind of joke to them that my account verification was completed on July 31st, even while they claim the documents I submitted were forged?

What they are doing to users is absolutely no laughing matter.

Regarding the response I received four days ago:

> Thank you for your patience while our internal team conducted a thorough investigation into this matter.

I never asked for the results of your "thorough investigation." All discussions had already concluded with the emails exchanged by July 26.

To reiterate, I do not possess any forged documents whatsoever.

Despite this, I explicitly stated that I was willing to go so far as to have a notary public certify the authenticity of my documents.

It was only after you flatly refused to reconsider the matter that I filed this formal complaint.

Had I not filed this complaint, you surely would have simply ignored the issue without any review and ended the matter by effectively defrauding a customer of their money.

Your final email from July 26 made that stance perfectly clear.

The first chat support representative who branded me a criminal has severely defamed my character.

I will accept nothing less than an apology from your management team.

They have sent me two emails like this. What could this possibly be if not a malicious joke? This casino site likely targets customers who might give up halfway, and has probably been making money that way all along. Is this the first time you’ve faced such determined pushback? It’s a joke that’s hardly funny: claiming I submitted forged documents, yet those very documents allowed me to pass the screening process.

This is a template apology I just received from someone named "Mario"—whose actual role is unclear.

I have no intention of accepting an apology from anyone other than the company's management.

Is the Vera&John Group made up entirely of cowards?

You repeatedly branded me a criminal, yet the moment a third party got involved, you suddenly did a complete about-face; what a pathetic company.

You haven't even outlined how you intend to take responsibility for officially declaring—as a company—that I was a criminal who used forged documents.

Restoring my account is a given, of course, but that alone certainly won't satisfy me.

What do you, as the representative here, intend to do next?

I have explained this repeatedly in other chats as well: if you had simply stated there was a *possibility* of forged documents being involved, I wouldn't be this angry.

Your company *categorically asserted* that I had submitted forged documents.

The legal criteria for defamation have been met, and this is not a matter that can be resolved with a mere apology.

This is a matter of simple logic.

Let us proceed based on the premise that, ultimately, my funds have been fully secured.

In the email dated July 26, you stated unequivocally that no further investigation would be conducted.

However, once I made the complaint public, you hastily reversed your findings.

(After all, if my documents were proven authentic, your company's position would completely collapse. Your argument was flawed from the start; Vera&John Casino was simply trying to steal my money.)

This demonstrates that, had I lacked the knowledge to report the matter to a third-party authority, my balance would have simply been stolen.

That is hardly fair, is it? After all, I was merely recovering assets that were rightfully mine.

Given that you had already branded me a criminal, confiscated my funds, and declared that the decision was final as of July 26, this matter would never have been resolved through standard support email channels.

I therefore request that we discuss the compensation and receive an apology from management here, in this public forum.

Dear Igor,

Thank you for your message.

We can confirm that the player has contacted us, and following a review by our Responsible Gaming team, the player's account has been successfully reopened.

We are pleased to confirm that the account has now been fully restored. The verification process has been completed successfully, all submitted documents have been approved, and the available funds have been credited back to the player's account balance.

Regarding player kaori785, we would like to once again sincerely apologize for the inconvenience experienced during the verification process. We appreciate both the player's patience and your continued cooperation throughout the resolution of this case.

Should you or the player have any additional questions or require any further assistance, please do not hesitate to contact us. We remain at your disposal and will be happy to help.

Kind regards,

We are not finished here.

Why was there a misunderstanding that my documents were forgeries?

I demand an explanation as to why the review was completed based on documents that had already been submitted.

You are asserting that the documents submitted were forgeries.

Igor, I have confirmed that I can log in to Vera&John Casino. However, this issue has not been fundamentally resolved. Unless I am mistaken, all the required documents had already been submitted beforehand; they were reviewed, and the decision regarding them has not been overturned. Yet, the moment there is a risk of a bad reputation spreading, their attitude of immediately trying to cut ties is truly disgraceful. Could you please ask them to disclose the chat logs from my first interaction?

Dear kaori785,

Could you please confirm whether your account has been reopened and whether the balance is available?

Unfortunately, we cannot help you further in terms of your previous interactions with the casino. We are solely focused on resolving the matter, which in this case involves checking whether your account was rightfully blocked and whether the balance was confiscated. If the balance is indeed available in your account, we consider this matter resolved.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Mario, the person in charge, has done nothing but lie.

When did you ever advise me to file a complaint with a third-party authority?

It was entirely on my own initiative that I investigated and lodged a complaint with CasinoGuru.

Had I not challenged you through a reputable site like this, you would have simply ignored the matter, wouldn't you?

There must have been a specific reason why you finally processed the withdrawal after the complaint was made public.

In reality, your company must have known all along that my documents were not forgeries.

Otherwise, the fact remains that I submitted no additional documents after the complaint went public, meaning your emails claiming repeated reviews were nothing but lies.

This is not a case of a simple misunderstanding being cleared up. You intentionally attempted to steal a customer's money—with the entire company acting in concert. You need to admit that fact immediately.

The balance matches what I initially recalled, but I cannot state with certainty that it is entirely accurate without reviewing the game history.

Reviewing that history would take a significant amount of time.

Furthermore, Vera&John Casino continues to give evasive responses regarding the allegation that I submitted forged documents.

As the circumstances surrounding the account block remain unclear, I do not believe this matter should be considered resolved.

Dear Igor,

Thank you for your message and for your continued cooperation throughout the handling of this case.

We can confirm that the player's account has now been fully reopened following the completion of the necessary internal reviews.

We also confirm that the player's account has been successfully verified, the available account balance has been fully restored, and all funds remain available to the player.

Furthermore, the player has requested to withdraw the available account balance, and the withdrawal request will be processed in accordance with our standard procedures.

From our perspective, the matter concerning the account status and the player's funds has now been fully resolved.

Thank you once again for your cooperation and assistance throughout this case.

Kind regards,

That is merely your company's unilateral assertion.

I do not believe that the assets have been fully restored, and I am finding it extremely time-consuming to verify the game history.

I cannot agree with the claim that the balance has been correctly restored.

Dear kaori785,

Thank you for your comment.

We would like to clarify that your transaction history is available within your account and can be easily accessed for your reference.

You may also compare your most recent withdrawal request dated 2026-07-17 with your current account balance and withdrawal request. You will find that the exact same amount that was originally requested for withdrawal has been credited back to your account and is now available for withdrawal once again.

Should you require any further clarification regarding your transaction history or account balance, please do not hesitate to let us know.

Kind regards,

This is the email I sent before seeking assistance from CasinoGuru.

I’ve left out the finer details, but I was told various things—terms like "final," "permanent," and "management decision."

> July 22, 2026, 7:30 PM

We are writing to inform you that your account is being permanently closed. This decision follows a review of your account and is final. Consequently, we will not accept requests for re-evaluation or appeals.

> July 22, 2026, 7:52 PM

Please be advised that the decision regarding your account is final and not subject to reconsideration. After a thorough and careful review of all relevant information and circumstances, we have determined that no further action will be taken in this matter. Our team conducts detailed investigations to ensure fair and accurate conclusions.

> July 22, 2026, 8:39 PM

Following our previous correspondence and after careful consideration, we confirm that the decision is final. Your account has been permanently closed and will not be reinstated under any circumstances.

> July 23, 2026, 6:30 PM

Following our previous correspondence and after careful consideration, the relevant department has confirmed that the decision is final. Your account has been permanently closed and will not be reinstated under any circumstances.

As this matter has been fully investigated, please consider this case closed. No further investigation or appeals regarding this issue will be conducted.

> July 24, 2026, 6:47 PM

Following a thorough review, we have confirmed that no further assessment of the documents you submitted will be conducted. Our investigation determined that there was a violation of the Terms of Service. Consequently, the decision to keep your account closed is final and was made as a management decision.

> July 25, 2026, 6:25 PM

As this decision was reached by the department in charge, the measure will not be altered regardless of further inquiries.

This email serves as the final notification regarding the decision.

> July 26, 2026, 11:54 AM

This matter has already been fully resolved through the closure of the account.

We ask for your understanding in this regard.

> July 26, 2026, 6:44 PM

We understand that this is not the outcome you desired; however, please be advised that this decision was made in accordance with our Terms of Service and following the relevant review process.

Please note that this decision is final and will not be overturned.

> July 26, 2026, 7:07 PM

As previously communicated, we understand that this is not the outcome you had hoped for; however, this decision was reached after careful consideration and in accordance with our Terms of Service.

This matter has already been resolved, and no further review will be conducted. Please note that the decision is final, and no further changes will be made regarding this outcome.

> July 26, 2026, 8:50 PM

Regarding your inquiry, as the final notification has already been sent via email, we will not be providing further information on this matter.

Thank you for your understanding.

Are you, as the Vera&John Casino representative, claiming that the issue has been resolved based on this exchange?

It is obvious that you would never have decided to process the withdrawal had I not made the complaint public on CasinoGuru.

Or do you intend to claim that you had unilaterally decided to conduct an internal re-review and proceed with the withdrawal on your own initiative?

Since July 26, I have not contacted you at all—only published the complaint—and I have received no communication from you stating that you conducted a re-review due to suspected issues arising from your internal investigation.

Just how long do you intend to treat me like a fool and spout lies?

I get the distinct impression from your messages that you simply want to close this complaint immediately. Why is that? After all, you have consistently labeled me a criminal.

I believe this entire email thread was also sent to Igor. They are lying when they claim that the public disclosure here had no impact on the arbitration outcome. Such a statement is also an insult to CasinoGuru. Anyone in the world would see it the same way: Vera&John Casino originally intended to steal the funds. They only processed the withdrawal—demanding the complaint be closed immediately—to avoid having their clumsy lies exposed the moment an authoritative third-party body got involved. Enough with treating people like fools.

> Please compare the latest withdrawal request dated July 17, 2026, with your current account balance and the withdrawal request itself. You will see that the exact amount originally requested for withdrawal has been returned to your account and is once again available for withdrawal.

I find it hard to simply take the word of a site—one that flatly accused me of submitting forged documents—when they claim the amounts match pre-closure figures just because the system shows a match.

I intend to check my game history and contact the game providers to verify if the payouts align with my own records.

Until I receive responses regarding all of this, I have to withhold judgment on whether the funds truly match up.

If I were the kind of customer who couldn't handle this level of follow-up, you might have succeeded in stealing the money. But you should give up on that idea.

I am a very tenacious person.

Dear Igor,

I still have doubts regarding whether the balance is correct.

Therefore, I intend to use the game history to ask the game providers to verify the records.

Once that is done, if everything checks out, I will be able to conclude that the funds have been fully returned.

As for the withdrawal request I have currently submitted, I simply asked to withdraw the entire balance held on the site before they could change their minds.

The mere fact that I submitted a withdrawal request does not mean I acknowledge the funds have been correctly returned; therefore, it is difficult to consider this matter resolved at this stage.

In the meantime, I will repeatedly press the representative from Vera&John Casino for answers.

Your company’s position is that I submitted forged documents, is it not? Please explain why you refuse to acknowledge this fact here and now.

Since your company has branded me a criminal, I surely have the right to hear the full details of how this situation unfolded.

Or do you intend to argue that—despite having unilaterally insulted a customer—your past statements are completely irrelevant simply because the verification process was ultimately completed?

Dear kaori785,

To assess whether any financial issue remains, please review the transaction history available in your account and identify the exact transaction or amount you believe is missing. Please provide a screenshot or export showing the balance discrepancy and state the precise shortfall.

A general concern that the balance might be incorrect is not sufficient to request complete gameplay records. We also cannot pursue compensation, a management apology, or the casino’s previous support communication within this complaint. Please additionally confirm once your current withdrawal is received.

If no specific concern is raised in your next message, I will unfortunately have to reject this case.