Vera&John Casino - プレイヤーのアカウントは閉鎖され、賞金は保留されました。

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.