Vera&John Casino JP - Das Spielerkonto wurde geschlossen und das Guthaben eingezogen.

I made a deposit on December 31st, but they accused me of fraudulent play and confiscated the entire amount and froze my account.

KYC was passed before depositing, and I have been able to withdraw money many times in the past.

This time, after I made a deposit without playing anything, the confiscation and freezing of my account due to fraudulent play is clearly fraudulent confiscation, and even if I were to receive a refund, the fact that Vera & John Casino has fraudulently confiscated my money even once constitutes fraud, so I would like to report this and ask for your assistance in getting my deposit refunded. While I have no intention of playing again after having been clearly fraudulently confiscated even once, I would like to prevent more victims from becoming victims of Vera & John Casino's fraudulent confiscations so that Casino Guru can accumulate data on Vera & John Casino's fraudulent confiscations.

thank you

12/31に入金しただけで不正プレイと言われ入金額全額没収とアカウント凍結されました。

KYCは入金前に通っていますし、過去に何度も出金もできております。

今回何もプレイしないまま入金後、不正プレイを理由とした没収とアカウント凍結処分は明らかな不正没収かつベラジョンカジノが一度でも不正没収したこと自体が仮に返金があったとしても詐欺にあたるので、報告と入金額の返金の仲介をお願いしたいです。主として、一度でも明らかな不正没収をされた時点で今後のプレイはする気ございませんが、ベラジョンカジノの不正没収による、被害者を増やさないため、ベラジョンカジノが不正没収したというデータがカジノグル様に蓄積されることを目的とします。

よろしくお願いします

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.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Shint,

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.?
• Have you deposited with the same payment method you have used before?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila G.

In the past, I only played video slots, but with this deposit I haven't played any at all.

The same deposit method as before.

I don't accumulate winnings, I only deposit.

過去のプレイはビデオスロットのみ遊んでいましたが、今回の入金では一切プレイしていません。

以前と同じ入金方法です。

賞金を蓄積していません。入金のみです。

Dear Shint,

Thank you for your response. I am really sorry, but I'm not sure I understand you correctly. Could you please elaborate?

Additionally, could you please confirm when was the last time you played in this casino and when was your last deposit?

Thank you in advance for your response.

Best regards,

Attila G.

I think the last time I played and bet was on 12/21. The last time I deposited was on 12/31.

I made a deposit on 12/31 and planned to play later, but on 1/2 I received an email saying that my account had been frozen and my funds had been confiscated.

最後にプレイ、BETしたのは12/21だったと思います。最後に入金したのは12/31です。

12/31は入金だけして後日プレイしようと思ったら1/2に凍結と資金没収のメールが届きました。

Dear Shint,

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, Jana (jana.k@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,

Attila G.

Dear Shint,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a Vera&John Casino JP representative to join this conversation and participate in resolving this complaint.

Dear Vera&John Casino JP,

could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information. Kind regards, Jana

Dear Shint, Casino Guru

I hope you are doing well.

The account has been closed due to fraudulent activity as outlined in Terms of Service 3.12, Terms of Service 5.1.4 and Terms of Service 2.1.3.

Regarding the amount that was deposited just before your account was closed, our support department will reconfirm it and contact you.

Thank you very much for your cooperation.

Complaints Team

Shint様、Casino Guru様

お元気でいらっしゃることを願っております。

アカウントは、ご利用規約3.12、ご利用規約5.1.4、ご利用規約2.1.3に記載の不正行為を担当部署で確認したため、閉鎖されました。

アカウント閉鎖直前のタイミングで着金した金額については、担当部署にて再確認の上、サポートよりご連絡をいたします。

どうぞよろしくお願いいたします。

苦情チーム

Dear Vera&John Casino JP,

thank you for your reply. Could you please provide details regarding the player’s alleged fraudulent behavior and forward any supporting evidence to jana.k@casino.guru?

Thank you for your cooperation.

Casino Guru

We would like to inform you that we are currently checking your question with our relevant team.

We will contact you as soon as we have confirmed the details. We appreciate your understanding and cooperation until then.

Thank you very much for your cooperation.

Complaints Team

Casino Guru様

ご質問について、弊社関連チームに確認中であることをお知らせいたします。

確認でき次第、ご連絡いたします。それまでの間、ご理解とご協力を賜りますようお願い申し上げます。

どうぞよろしくお願いいたします。

苦情チーム

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.

I hope this message finds you well. I want to express my sincere apologies for the challenges you have faced in trying to reach the casino. Unfortunately, despite my repeated efforts to contact them, it seems we have not been successful in obtaining their cooperation, which limits our ability to resolve your issue effectively. As a result, I will be marking your complaint as "unresolved" in our system. I understand that this may not be the resolution you were hoping for, and I genuinely empathize with your situation. It is worth noting that the impact of unresolved complaints on the casino's rating may encourage them to reconsider their stance. Should the casino respond, we will promptly reopen your complaint, and you will be notified via email. In the meantime, I encourage you to reach out to the Curacao Gaming Authority at complaints@cga.cw to submit your concerns directly to them, as they have additional resources to assist players. If you require any assistance with the complaint submission or would like to share their response afterwards, please feel free to reach out to me at jana.k@casino.guru. I apologize for not being able to provide more support in this instance and appreciate your understanding.

Best regards,

Jana