Vera&John Casino - Das Spielerkonto wurde geschlossen, die Gewinne wurden einbehalten.

I registered an account in early March, received a bonus offer in mid-March, and deposited approximately 110 USDT.

I played Dreams of Gold for $5.

I won, completed the wagering requirements, and my balance reached $2560, so I requested a withdrawal.

I submitted additional identity verification documents, and my verification was approved on March 27th. I requested another withdrawal, but was informed that my account had been permanently suspended and all my balance forfeited, in accordance with Terms of Service 3.12.

Terms of Service 3.12 prohibits fraudulent activity and collusion by users.

I have no intention of engaging in any fraudulent activity or collusion.

Could you please investigate what actions you believe I committed fraud?

Furthermore, if you cannot provide a clear explanation for my alleged fraudulent activity, I request the account be unlocked and my balance returned.

Thank you.

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Dear Ikeru3ynA,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you use a VPN while playing games?

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

Best regards

Petra

No problem, thank you for handling this troublesome complaint.

* I only played slot games.

* My family members did not play. I'm not familiar with IP addresses, but to my knowledge, no one else has created an account using the same IP address.

* I did not use a VPN while playing the game.

I sincerely hope this issue is resolved. Thank you.

Thank you for your reply and for providing the previous details, Ikeru3ynA.

• Have you ever made a withdrawal at this casino?
• Could you confirm the exact date when you made the withdrawal request?
• Did you receive any notifications or messages from the casino regarding your account suspension?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Have you ever made a withdrawal at this casino?

I have never made a withdrawal.

Could you confirm the exact date when you made the withdrawal request?

I believe it's March 14th.

Did you receive any notifications or messages from the casino regarding your account suspension?

I have received it.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

I have sent it via email. Thank you.

Dear Ikeru3ynA

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 Martina (martina.b@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,

Petra

Dear Ikeru3ynA,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Vera&John Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been suspended and all their balance forfeited ?

Thank you in advance for providing the information.

Dear Martina,

We acknowledge receipt of the complaint.

Please be informed that the case is currently under investigation with our relevant departments. We will provide an update as soon as we have all the necessary information.

Thank you for your patience.

Kind regards,

Dear Vera&John Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

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.

Ikeru3ynA, Casino Guru

Thank you for taking the time to have the relevant department check this.

We are pleased to inform you that your account has been reactivated following a review by the relevant department.

The balance has also been returned to your account, so please check it.

We sincerely apologize for any inconvenience this may have caused.

Thank you very much for your cooperation.

Ikeru3ynA様、Casino Guru様

この度は、担当部署での確認にお時間をいただきありがとうございました。

担当部署による再レビューの結果、アカウントが再開されましたこと、ご報告いたします。

残高についても、アカウントに戻させていただいておりますので、ご確認くださいませ。

この度は、ご迷惑をおかけいたしましたこと、お詫び申し上げます。

どうぞ、よろしくお願いいたします。

The site has resumed operations. My balance has been restored, and I was also able to submit a withdrawal request.

Thank you very much.

Dear Vera&John Casino,

thank you very much for good news!

Dear Ikeru3ynA,

I am so glad it is all going well!

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

I have just confirmed receipt of the withdrawal. Thank you to everyone at Casino Guru. I would also like to extend my thanks to the representatives at Vera&John Casino. While I am unsure why an issue like this occurred in the first place, I am ultimately satisfied, as the withdrawal was successfully processed in the end.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Ikeru3ynA,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina