HomeComplaintsVera&John Casino JP - Player’s account has been closed without reason.

Vera&John Casino JP - Player’s account has been closed without reason.

Amount: 1,000 ₮

Vera&John Casino JP
Submitted: 06 Dec 2024 | Resolved : 30 Dec 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Japan faced an indefinite suspension from Vera&John Casino without a clear reason or evidence of violating the terms of service. After making several withdrawals and submitting the required documents, the player’s account was permanently suspended, and their balance was confiscated. Upon intervention from the Complaints Team, the casino conducted an investigation, which led to the reinstatement of the player’s account and the release of their winnings. The situation was resolved, and the player confirmed receipt of their winnings.

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Translation

Hello, I'm Mukai.


This message concerns the issue where I was indefinitely suspended despite not violating any terms of service, and without any evidence or reason given.


I registered with Vera&John Casino on December 4th.

On that day, I deposited $250.


Later, during the surprise event held at 1 PM in the Pachinko Hall,

I played Secret Rose and Angel Rose, and won about $250 during that time.

Then, I participated in the 9 PM event and played Honey Collection,

resulting in a win of about 4000 coins.

The next day, at the Pachinko Hall event starting at 9 AM,

I played Witch Rose and cashed in 6000 coins,

which turned out to be approximately $1800.

The withdrawal request was made on December 5th.

The amount was $1300.

At that time, I agreed to the condition that the deposit bonus would be forfeited, and thus lost all of the $500 withdrawable deposit bonus.


After that, because I was interested in online casinos, I played a popular slot machine for about $600.


After losing that, I canceled the withdrawal request

and changed the withdrawal amount to $1000.



The remaining funds were lost playing at the Pachinko Hall.



Additionally, regarding free spins,

I completed 100 spins free,

and bought 5 additional spins with coins.


The bonus received from that was also spent on Hawaiian Dream at the lowest rate of normal spins, and was used up.

Subsequently, after running out of waiting funds, I canceled the withdrawal request and submitted a withdrawal request for $1000 again.



They also requested document submission for the withdrawal,

and I uploaded all required documents.


After that, my withdrawal was canceled for allegedly violating term 4.7,

and my account was locked and permanently suspended, with the balance confiscated.


I insist that I have not violated the terms, based on the entire situation.



It is unacceptable that, despite enjoying my first online casino experience without any malice, this should happen...



I need help.



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Automatic translation:
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Hello kakeru,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vera&John Casino JP. Please allow me to ask you a few more question before we would move forward.

  • Could you please advise if the verification process was finished?
  • Does anybody else from your household has an account in the casino?
  • When was the last time you spoke to the casino and what was it about?


Looking forward to your answer.

Regards,

Nick

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Translation

What does the validation process refer to?


The final verdict has already been given.


No one in my family has an account.



This conversation took place on December 6, 2024.



First I contacted them about my account being locked.


I was then told I was suspended indefinitely.

At that time, I was told that this was against Terms of Use 4.7.



I asked what part of 4.7 was violated, and what evidence and reasons for the violation were provided, but there was no response.



Automatic translation:
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Dear kakeru,

As it is yet unclear why did the casino block your account, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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Hello kakeru,

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.

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


Dear Vera&John Casino JP,

Kindly provide me with any information and evidence supporting the alleged violations of your terms and conditions of which the player is being accused. If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

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Translation

Thank you, Miharu, for taking over this matter.


I am very saddened that my account was suspended without any evidence or reason.




We look forward to your continued response.




Automatic translation:
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Hi Michal,


Thank you for letting us know the issue.

After the investigation, we have decided to reopen the account and reinstate the balance.


The player will be informed by our customer support team directly.


Best regards,

VJ group

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Dear Vera&John Casino JP,

Thank you for your response. I'm glad the situation was resolved.


Dear Kakeru,  

I would appreciate it if you could inform me when you receive the winnings, so I can go ahead and mark this complaint as resolved.

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Translation

My account was successfully reinstated and I received my winnings!


Thank you for your assistance!

Automatic translation:
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Dear Kakeru,

Thank you for your confirmation. I'm glad to see that our intervention helped to resolve the situation and that you received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

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 Rate 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. 

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Thank you in advance for your time.


Best regards,

Michal

Casino Guru

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