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

I took advantage of the 50% bonus on the second deposit, up to a maximum of $250, and deposited $500. Afterward, I won about $2,500 and met the withdrawal requirements.

Once my identity verification was complete, I submitted a withdrawal request. I was informed that authentication of my cryptocurrency address was required, so I provided it.

Shortly after, I received an email stating that my funds were confiscated and my account was frozen.

I cannot accept this outcome as my funds were confiscated without any explanation.

I would like you to investigate this matter.

I have attached a screenshot of the email regarding the confiscation.

最大250ドルの50％２回目の入金ボーナスを使用して、500ドル入金しました。その後約2500ドルほど勝利して出金の条件を達成しました。

本人確認完了後に出金申請すると仮想通貨アドレスの認証が必要と言われ提出しました。

その後突然没収のメールが届きアカウントが凍結されました。

理由もわからず没収されたため納得できません。

そちらで調査していただきたいです。

没収されたメールのスクリーンショットを添付しておきます。

Dear menri627,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vera&John Casino JP.

Please note, that there wasn't any screenshot included with your post.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I registered on 11/17 and played that day.

My account was blocked on 11/24.

I won on the slots during the bonus portion.

Forward the email.

11/17に登録し、その日に遊びました。

11/24にアカウントがブロックされました。

ボーナス部分でスロットで勝利しました。

メールを転送します。

Thanks for your email,

Could you please specify which payment method you used for deposits? Was it the same crypto wallet you indicated later to the casino for additional verification?

Was your deposit returned to you or was it confiscated?

USDT-TRC on Trust Wallet

I am making the deposit.

It's the same thing.

The deposit has not been returned either.

トラストウォレットにてUSDT-TRC

で入金しています。

同じものです。

入金分も返ってきていません。

Thank you very much, menri627, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello menri627,

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

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

Dear Vera&John Casino JP,

While I acknowledge the presence of rule 3.7 in your terms and conditions and I recognise that every casino has the right to close any player's account at their own discretion, however, any financial obligation needs to be fulfilled prior to doing so. If the player has not violated any of your rules, they should receive their winnings. I would appreciate your explanation of why this has not occurred. If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

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.

Dear menri627,

We apologize for any concern caused.

Regarding the case you contacted us about, we will be contacting you directly from customer support to let you know that the issue has been resolved and the item has been returned, so we would appreciate it if you could check the details of that contact.

menri627様

この度はご心配をおかけし申し訳ございません。

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