HomeComplaintsVera&John Casino JP - Player's funds have been confiscated and account closed.

Vera&John Casino JP - Player's funds have been confiscated and account closed.

Amount: $2,800

Vera&John Casino JP
Submitted: 24 Nov 2024 | Resolved : 23 Dec 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Japan had successfully met the withdrawal requirements after winning $2,500 but had their funds confiscated and account frozen without explanation, despite providing the necessary identity verification and cryptocurrency address. The complaint was escalated to the casino, which ultimately resolved the issue by communicating directly with the player. Following this intervention, the player was able to successfully withdraw the funds. The complaint was marked as resolved.

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Translation

I took advantage of the 50% bonus on the second deposit, up to a maximum of $250, and deposited $500. Afterward, I won about $2,500 and met the withdrawal requirements.

Once my identity verification was complete, I submitted a withdrawal request. I was informed that authentication of my cryptocurrency address was required, so I provided it.

Shortly after, I received an email stating that my funds were confiscated and my account was frozen.

I cannot accept this outcome as my funds were confiscated without any explanation.

I would like you to investigate this matter.

I have attached a screenshot of the email regarding the confiscation.

Automatic translation:
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Dear menri627,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vera&John Casino JP.

Please note, that there wasn't any screenshot included with your post.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Could you please advise how long were you a player of the casino and when exactly was your account 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? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas


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Translation

I registered on 11/17 and played that day.

My account was blocked on 11/24.

I won on the slots during the bonus portion.

Forward the email.

Automatic translation:
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Thanks for your email,

Could you please specify which payment method you used for deposits? Was it the same crypto wallet you indicated later to the casino for additional verification?

Was your deposit returned to you or was it confiscated?

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Translation

USDT-TRC on Trust Wallet


I am making the deposit.



It's the same thing.



The deposit has not been returned either.

Automatic translation:
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Thank you very much, menri627, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

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Hello menri627,

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,

While I acknowledge the presence of rule 3.7 in your terms and conditions and I recognise that every casino has the right to close any player's account at their own discretion, however, any financial obligation needs to be fulfilled prior to doing so. If the player has not violated any of your rules, they should receive their winnings. I would appreciate your explanation of why this has not occurred. If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

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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.

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Translation

Dear menri627,


We apologize for any concern caused.

Regarding the case you contacted us about, we will be contacting you directly from customer support to let you know that the issue has been resolved and the item has been returned, so we would appreciate it if you could check the details of that contact.

Automatic translation:
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Translation

I was able to withdraw the money after contacting customer support.




Thank you for your cooperation in making the withdrawal successful this time.




This time the complaint was resolved.

Please close the complaint as resolved.

Automatic translation:
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Dear menri627,

Thank you for your confirmation. We're glad that even our intervention helped to resolve the situation. 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. 

file


Thank you in advance for your time. 


Best regards,

Michal

Casino.Guru

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