Vera&John Casino JP - Spelarens konto har stängts.

I made a deposit and played at VeraJohn Casino, and won with the cash portion, but when I went through the account verification process, I received an email saying that the withdrawal was canceled. When I tried to log in, my account was locked.

When I contacted them via chat, I was told my account would be closed.

I'll apparently receive another email with the reason.

I really want to get my winnings back, so I'd appreciate your help.

ベラジョンカジノで入金して遊んでキャッシュ部分で勝利したのですが、アカウント認証を進めていたらメールで出金キャンセルのメールがきましたのでログインしようとするとアカウントロックされていました。

チャットで問い合わせるとアカウント閉鎖といわれました。

理由についてはメールで再度くるみたいです。

どうにか勝利金を取り戻したいので協力いただきたいです

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.

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.?
• Have you lost access to your account directly after submitting the documents for the KYC verification?
• 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

It's a slot machine.

After submitting the documents, I was unable to log in for several hours.

I made a deposit and received a bonus, but I haven't used it yet.

スロットです。

書類提出後、何時間かしてログインできなくなりました。

入金してボーナスはいただきましたが、ボーナスは使っていません。

Thank you for your response. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support? You may send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear take55555,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru