Vera&John Casino JP - Player’s withdrawal has been confiscated.

I spun the slot using my deposit without any bonuses and won 10,000 USD, but my withdrawal was confiscated.

I didn't even use the bonus, so I don't understand this decision.

Please process my withdrawal.

Dear yamannge93,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you received any email from the casino after your winnings were confiscated? If you have, please forward it to me at veronika.l@casino.guru.

Have you made any successful withdrawals from this casino before?

Could you please confirm that you passed the full KYC verification?

What game did you play?

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

The email has been forwarded.

It was my first time making a withdrawal so I was not successful.

Identity verification has been completed.

I think the game we were playing was Hawaiian Gold.

thank you.

Thank you very much, yamannge93, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you yamannge93 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 JP for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Thank you for your inquiry.

Upon checking, we have determined that the player's account was checked for fraud by our responsible department, and that the check items were met.

We are very sorry, but for security reasons, we are unable to disclose details such as which items in the fraud check fell under, as this would involve disclosing the check items themselves.

Fraud checks are carried out on a range of aspects, including the player's account login method, deposit method, withdrawal method, account authentication, etc. If any of the following is determined to be true, this will be in violation of Terms of Use 3.7 and the account will be closed immediately.

Therefore, this time your account will be closed, your deposit will be refunded, and your winnings will be confiscated. Thank you for your understanding.

If you have any questions, please feel free to contact us at any time.

Thank you.

Vera John Casino Support Team

Thank you for your support. I am very dissatisfied with the fact that my account was frozen and my winnings were confiscated. Below I would like to state my objections to this action.

More information on fraud checks

I understand that your fraud check has determined that my account was fraudulent, but I am not convinced because you have not provided any specific reasons. You say that for security reasons you cannot provide details, but that means there is no way to verify whether the player was behaving legitimately or not.

Confiscating winnings

As a player, it feels very unfair to have my winnings taken away after playing fair. If I really did cheat, I would like to see concrete evidence. It is also very unfair that when I win, I am branded as a cheater while when I lose, I have to accept the loss.

Impact on other players

I feel very uneasy when I think that other players may have their winnings confiscated without a valid reason. I think that damaging the trust of players would be detrimental to the casino's operations.

We would like to ask for an impartial reevaluation of this matter, and we strongly hope that the operation will be transparent so that similar issues do not occur in the future.

We would appreciate your kind consideration.

Thank you for the update Vera&John Casino JP representative, would it be possible to provide me with the evidence privately to my email? All information will be kept confidential and will be used for our internal purposes only. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Thank you for providing me with the evidence Vera&John Casino JP representative.

Dear yamannge93, the casino has provided me with evidence of fraudulent activity. With that in mind, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter