Vera&John Casino JP - El retiro del jugador ha sido confiscado.

I spun the slot using my deposit without any bonuses and won 10,000 USD, but my withdrawal was confiscated.

I didn't even use the bonus, so I don't understand this decision.

Please process my withdrawal.

ボーナス関係なく、入金した分でスロットルを回して1万ドル当てて出金を賭けたが没収された。

ボーナスすら使ってないのに納得がいきません。

出金対応お願いします。

Dear yamannge93,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you received any email from the casino after your winnings were confiscated? If you have, please forward it to me at veronika.l@casino.guru.

Have you made any successful withdrawals from this casino before?

Could you please confirm that you passed the full KYC verification?

What game did you play?

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

Best regards

Veronika

The email has been forwarded.

It was my first time making a withdrawal so I was not successful.

Identity verification has been completed.

I think the game we were playing was Hawaiian Gold.

thank you.

メールを転送しました。

初めての出金だったので成功したことはありません。

本人確認は完了してます。

やっていたゲームはハワイアンゴールドだったと思います。

よろしくお願いします。

Thank you very much, yamannge93, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you yamannge93 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vera&John Casino JP for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Thank you for your inquiry.

Upon checking, we have determined that the player's account was checked for fraud by our responsible department, and that the check items were met.

We are very sorry, but for security reasons, we are unable to disclose details such as which items in the fraud check fell under, as this would involve disclosing the check items themselves.

Fraud checks are carried out on a range of aspects, including the player's account login method, deposit method, withdrawal method, account authentication, etc. If any of the following is determined to be true, this will be in violation of Terms of Use 3.7 and the account will be closed immediately.

Therefore, this time your account will be closed, your deposit will be refunded, and your winnings will be confiscated. Thank you for your understanding.

If you have any questions, please feel free to contact us at any time.

Thank you.

お問い合わせいただきありがとうございます。

確認いたしましたところ、該当のプレイヤー様のアカウントは、弊社の担当部署によりアカウントの不正チェックが行われ、その結果、チェック項目に該当するとの判断になりました。

大変恐縮ですが、不正チェックのどの項目に該当したか等詳細をお伝えすることは、チェック項目自体を開示することに繋がるため、セキュリティ上お伝えすることができません。

不正チェックは、プレイヤー様のアカウントログイン方法、入金方法、出金方法、アカウント認証等様々な範囲で行っており、これに該当すると判断された際には、利用規約3.7違反となり、直ちにアカウントが閉鎖されます。

そのため、今回は、アカウントが閉鎖となり、入金額のご返金を行い、これに伴い、勝利金は没収となっております。ご理解いただきますようお願い申し上げます。

ご不明な点がございましたら、いつでもお気軽にお問い合わせくださいませ。

よろしくお願いいたします。

Vera John Casino Support Team

Thank you for your support. I am very dissatisfied with the fact that my account was frozen and my winnings were confiscated. Below I would like to state my objections to this action.

More information on fraud checks

I understand that your fraud check has determined that my account was fraudulent, but I am not convinced because you have not provided any specific reasons. You say that for security reasons you cannot provide details, but that means there is no way to verify whether the player was behaving legitimately or not.

Confiscating winnings

As a player, it feels very unfair to have my winnings taken away after playing fair. If I really did cheat, I would like to see concrete evidence. It is also very unfair that when I win, I am branded as a cheater while when I lose, I have to accept the loss.

Impact on other players

I feel very uneasy when I think that other players may have their winnings confiscated without a valid reason. I think that damaging the trust of players would be detrimental to the casino's operations.

We would like to ask for an impartial reevaluation of this matter, and we strongly hope that the operation will be transparent so that similar issues do not occur in the future.

We would appreciate your kind consideration.

ベラジョンカジノサポートチーム様

お世話になっております。アカウントが凍結され、勝利金が没収された件について、非常に不満を感じています。以下に、今回の対応に対する異議を述べさせていただきます。

不正チェックの詳細について

貴社の不正チェックの結果、私のアカウントが不正行為に該当すると判断されたとのことですが、具体的な理由を示していただけないため、納得することができません。セキュリティ上の理由で詳細をお伝えできないとのことですが、それではプレイヤーが正当な行動をとっていたかどうかを確認する術がありません。

勝利金の没収について

プレイヤーとして、公平なゲームプレイを行った上で得た勝利金を没収されることは非常に理不尽に感じます。もし、私が本当に不正行為を行ったのであれば、具体的な証拠を提示していただきたいと考えています。また、負けた場合にはその損失を受け入れざるを得ないのに対し、勝利した際には不正の烙印を押されるのは非常に不公平です。

他のプレイヤーへの影響

私以外のプレイヤーも、同様に正当な理由なく勝利金を没収される可能性があると考えると、非常に不安を感じます。プレイヤーの信頼を損ねることは、カジノ運営にとっても不利益になるのではないでしょうか。

今回の件については、公平な再評価をお願いしたく存じます。また、今後同様の問題が発生しないよう、透明性のある運営を強く希望いたします。

何卒、ご検討のほどよろしくお願い申し上げます。

Thank you for the update Vera&John Casino JP representative, would it be possible to provide me with the evidence privately to my email? All information will be kept confidential and will be used for our internal purposes only. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Thank you for providing me with the evidence Vera&John Casino JP representative.

Dear yamannge93, the casino has provided me with evidence of fraudulent activity. With that in mind, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter