Vera&John Casino - Pelaajan kotiutuspyyntö hylätään.

I requested a withdrawal from this casino on February 6nd, but it has been continuously denied.

I have already completed KYC verification and have a history of successful withdrawals.

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.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Did you accumulate your winnings with or without a bonus?
• What explanation have you received from the casino regarding the delay in processing your withdrawal request?

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

Best regards

Veronika

・Unknown

・Unknown

・No specific explanation provided

Hello andandjonnyx,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

An emergency has occurred. account has been locked, and you can no longer access remaining balance.

Please take immediate action.

Please forward the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru. Also, it would be really helpful if you remembered the games you played and the bonuses you took so that we could decide on the next step of the investigation. Since Yuugado Casino and Vera & John Casino are sister sites, we need to know if you played the same game or followed the same pattern on both platforms.

Cannot be submitted. Please call the casino representative immediately.

Thank you for your message.

Please understand that in order for us to investigate your case and contact the casino, we need to have at least the basic information about the situation. Unfortunately, the answers you previously provided do not give us enough details to proceed with the investigation.

At the moment, we are still missing several important pieces of information, specifically:

• the games you played to accumulate the winnings,
• whether the winnings were obtained with or without a bonus,
• and the communication between you and the casino regarding the denied withdrawal and the account closure.

Please also note that our Complaint Resolution Centre acts as a mediator between players and casinos. We are not able to call casino representatives or investigate cases without the cooperation of the player and the necessary details about the issue.

Kindly provide the requested information and forward the communication with the casino to veronika.f@casino.guru so that we can review the situation and decide on the next steps.

If we do not receive the required information within the next few days, we may unfortunately have to close the complaint due to insufficient details.

I cannot access my casino account and am prohibited from communicating with support, so it is impossible.

They have declared that all future communication will be solely regarding this complaint.

The casino claims it will not respond to any inquiries regarding those matters, as it has not yet received contact from Casino Guru.

The casino is refusing to respond, claiming they can’t provide an answer because they haven’t heard back from CasinoGuru yet.

Is the claim that they’re in contact with the casino a lie?

Or is the casino lying?

Dear andandjonnyx

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,

Veronika

Hello there,

Thank you andandjonnyx 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 for their help in resolving this complaint. We would like to know why the player's account was blocked and winnings confiscated.

Thank you!

Dear Casino Guru and andandjonnyx,

I hope this message finds you well.

This account has been closed due to a violation of Section 3.12 of Terms and Conditions.

3.12

Users understand and acknowledge that Breckenridge strictly prohibits any fraudulent activity or collusion by users. If Breckenridge reasonably determines that fraudulent activity or collusion has occurred, we reserve the right to invalidate any bets that appear to have been made as a result of such activity, and/or to forfeit all funds from the user's account and close it.

Kind regards,

Complaints Team

Dear Casino Guru and andandjonnyx,

I hope this message finds you well.

This account has been closed due to a violation of Section 3.12 of Terms and Conditions.

3.12

ユーザーは、Breckenridgeが、ユーザーによる不正行為および共謀を固く禁じていることを理解し承認するものとします。不正行為や共謀が行われたと合理的に判断された場合、当社は、そのような行為の結果として行われたと思われる賭けを無効にし、および/またユーザーのアカウントからすべての資金を没収し、閉鎖する権利を留保します。

Kind regards,

Complaints Team

Thank you for the update Vera&John Casino representative. Would it be possible to provide me with evidence of a violation of the terms and conditions? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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 andandjonnyx, as I have not received any evidence from the casino, I am forced to close the complaint as unresolved. 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.

Best regards,

Peter