Vera&John Casino JP - Pelaajan voitot on takavarikoitu ja tili suljettu.

I played the second first deposit bonus at Vera & John Casino and won.

A while after I applied for withdrawal, I received additional account authentication, which I submitted and waited for, and then yesterday I received an email saying that the withdrawal had been canceled.When I tried to log in, my account was locked and I could no longer log in.

When I asked the reason through chat, I was told that it was a violation of the terms of service, my account was suspended indefinitely, and my winnings were confiscated.

My winnings were confiscated for something I have no recollection of, and I would like some help in getting them back.

ベラジョンカジノで初回入金ボーナスの二回目をプレイし、勝利しました。

出金申請をしてしばらくすると追加のアカウント認証がきて提出し待っていると昨日出金キャンセルのメールがきて、ログインしようとするとアカウントロックされてログインできなくなりました。

チャットで理由を聞くと規約違反とされてアカウントの無期限停止、賞金の没収となりました。

全く見覚えのない事で賞金没収となり、勝利金獲得の為助けて欲しいです。

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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.

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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 which games you were focused on — slots, live casino, sports betting, etc.?
• Had you received any information regarding the status of the verification before you lost access to the account?
• Is there any chance that someone from your household or using the same IP also created an account at this casino?

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

Best regards,

Attila

Can you tell us which games you focused on - slots, live casino, sports betting etc?

I played slots.

Did you receive any information about the status of your verification before you lost access to your account?

I received my first deposit bonus.

Is it possible that someone in your family or someone using the same IP created an account at this casino?

There's no possibility.

スロット、ライブカジノ、スポーツベッティングなど、どのゲームに重点を置いていたか教えていただけますか？

スロットをプレイしました。

アカウントにアクセスできなくなる前に、検証のステータスに関する情報を受け取りましたか?

初回入金ボーナスを受け取りました。

あなたの家族の誰か、または同じ IP を使用している誰かがこのカジノにアカウントを作成した可能性はありますか?

可能性はないです。

Dear gmpwj43,

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 have sent you an email so please check it

メールを送っていますので確認お願いします

Dear gmpwj43,

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 gmpwj43,

I'm Michal, and I have taken over your complaint. I have reviewed your 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 JP to join the conversation.

Dear Vera&John Casino JP,

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 to me at michal.k@casino.guru or via our Teams chat.

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 gmpwj43,

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 Casino Complaints Team,

I'm looking forward to your timely response, including the evidence supporting the alleged violations of your terms and conditions, of which the player is being accused.