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

I made a deposit on March 5th and started playing.

I used the deposit bonus to increase my balance to $8000.

After completing the wagering requirements, I continued playing my favorite slots, and when my balance fell below $5000, I requested a withdrawal. Although basic identity verification had been completed, I was repeatedly asked for additional documents.

I submitted everything and received an email confirming account verification, so I felt relieved. However, the next day my account was locked and my balance was forfeited.

I'm not satisfied with this.

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.

Hello,

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.?
• Did you successfully pass the KYC verification before you lost access to the account?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?

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

I only played slots.

Identity verification is complete. The casino requested documents multiple times, and I submitted them each time.

Yes. I inquired and was told it was bonus fraud, but I don't agree.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

I contacted them via chat, but the casino only informed me of a violation of the terms of service.

Please contact the casino.

Dear rienda,

Thank you for your response. Could you please forward the email in which the casino informed you of their decision to close your account?

All the details I asked for are essential if we wish to proceed with your case and assist you further. Thank you in advance.

Dear rienda,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Forwarded

転送しました

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, Michal (michal.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

Hello rienda,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Vera&John Casino to join the conversation.

Dear Vera&John Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.