Vera&John Casino JP - Аккаунт игрока был закрыт.

Deposit $1,500 and start playing on 2025/10/22

On 10/27/2025, I reached $100,000 and wanted to withdraw money, but since it had not been verified, I tried to verify it.

At that time, I first contacted customer support at 9:00 a.m. on October 27, 2025 to request a change of address, as my address had changed.

I was told I could do it myself, but an unexpected error message appeared, so I had to contact support to request a manual switchover.

After that, I noticed that my first and last name were reversed and changed it with support.

When I changed my address, I asked them to do it as soon as possible because I wanted to withdraw the money, but by 2:30 pm the change hadn't happened, so I contacted them again.

At that time, I was told, "We are currently checking the matter. We will notify you by email, so please wait."

I wanted to make a withdrawal, so I told them that I wanted to withdraw without being verified at the moment, and they replied that I could withdraw even without being verified.

So I told them that I had changed my address but it hadn't been reflected yet.

But the customer's response was:

(You are not required to submit any additional documents when changing your address, so you only need to provide the necessary documents when withdrawing funds.)

I told them again that the address was different.

I was then told that in addition to the address review, an account verification review would also be conducted.

I followed the customer's instructions and withdrew $10,000 in virtual currency (Ethereum).

Present the documents required for account verification

This document must be for the address where you submitted your change of address application.

The application was then placed under review, and then canceled a few hours later, and then the account was locked a few hours later.

I'm very unhappy with this decision.

I asked the customer for instructions and followed their instructions.

Here's what Vera John has to say:

We have reviewed the documents you have submitted and have determined that you have violated our Terms of Use (2.1.6) when you registered your account.

Therefore, in accordance with Terms of Use 11, we would like to inform you that the account registered with this email address has been suspended indefinitely and any balance held has been confiscated.

2.1.6

You will provide true, complete, and accurate information about you as requested when registering and throughout the life of your account. Your information may include, but is not limited to, your name, address, date of birth, email address, telephone number, and payment information. It is your responsibility to uphold this obligation and ensure that your information is always up to date. You will notify us of any changes to your information, including any changes to any required information you provide on the registration form.

This address change application was submitted at 9:00 AM on October 27, 2025.

Change of address ▶︎Change of name ▶︎Follow instructions and apply for withdrawal ▶︎Account verification

The above decision seems to be coming earlier than the timeline I applied for.

If you had accepted the change of address, this would not have happened.

An unexpected error occurred when making the change, and customers are switching to manual mode.

This is extremely unpleasant, so I would like to request that the indefinite suspension of my account be lifted and that the $100,000 be refunded.

The supporter I spoke to after the account was locked said that he was able to check the customer interactions, so it seems that they are probably saved as history on Vera John Casino's side.

Please once again follow the proper procedures based on the steps I have asked you to take.

2025/10/22日に1500ドルを入金しプレイ開始

2025/10/27に10万ドルに到達し、出金をしようと思い、未認証だったため認証を行おうとしました。

その際にまずは、住所が変わっており住所の変更申請を2025/10/27の朝９時にカスタマーサポートにて問い合わせしました。

ご自身で出来るとの事でしたが、予期せぬエラーと表示され、サポートの方で手動切り替え申請をしてもらいました。

その後、氏名の姓と名が逆になっているのを気付きサポートにて変更完了

住所変更の際にも、出金したいので早めにお願いしますなどお伝えしてありまして、14時半になっても変更されていなかったので、再度ご連絡をしました。

その際に言われたのが、今弊社にて確認中です。メールにてお知らせするのでお待ちください。でした

僕は出金をしたかったので、今現在未認証で出金したいのですと伝えたところ、未認証のままでも出金はできますと回答が来ました。

なので僕は、住所変更をし反映をされて居ないことを伝えました。

しかしカスタマーの返信は以下でした。

(住所変更にあたっての追加書類などの提出を求められていないため、出金の際に必要な書類を出してもらえれば良い)

僕は再度、住所が違うことも伝えました。

すると、住所審査とともにアカウント認証審査も行うとの事でした。

僕はカスタマーの指示に従い、仮想通貨(イーサリアム)似て1万ドル出金

アカウント認証に必要な書類提示

こちらの提出書類は、住所変更申請を出した住所のもの

すると審査中になり、数時間後にキャンセル、数時間後にアカウントロックという判断になりました。

この判断に僕はすごく不満です。

カスタマーの指示を仰ぎ、指示に従いました。

ベラジョン様の言うことは以下です。

この度、ご提出いただきました書類を確認いたしましたところ、アカウントをご登録いただいた際に弊社の利用規約（2.1.6）について違反が確認されました。

そのため利用規約11により、こちらのメールアドレスで登録されたアカウントは無期限停止となり、所持されていた残高は没収となりましたことをご報告いたします。

2.1.6

アカウントの登録時および存続期間中に要請されるお客様の情報は、真実で完全かつ正確に提供するものとします。お客様の情報は、氏名、住所、生年月日、メールアドレス、電話番号、決済情報などを含みますが、これに限定されることはありません。この義務を守り、情報が常に最新のものであることを保証するのはユーザーの責任です。情報が変更された場合、および登録フォームで提供した必須情報に変更があった場合は、当社に通知するものとします。

こちらは2025/10/27朝9時に住所変更申請をしています。

住所変更▶︎氏名変更▶︎指示を聞き出金申請▶︎アカウント認証

上記の判断になるということは、僕が申請した時系列よりも、前倒しにしているのではないでしょうか

住所変更を受理していればこのようになってはいないはずです。

変更の際に予期せぬエラーと出ており、カスタマーが手動に切り替えるとも言ってます。

大変不快ですので、アカウント無期限停止を解除し、10万ドルの返金を求めます。

カスタマーにてのやり取りなどは、ロックされた後にお話したサポーターの方が確認できてると言っていたので、履歴としてベラジョンカジノ側に残っているかと思われます。

今一度、私がお願いした手順を踏まえ正当な手続きをしてください。

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 negative experience with Vera&John Casino JP.

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

• Could you please explain when you registered an account in the casino?
• Could you please explain when you moved from your previous address to the other one?
• Have you previously verified the address you registered with?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

I'm not sure when I registered, but it was about four years ago.

The day I moved was around April this year.

This month is the day I started playing again.

When I tried to make the change at that time, an unexpected error message appeared, so I contacted customer service.

Regarding the registered address, I have contacted the customer and informed them of my intention to change it.

I was told that the company would handle the change procedures at that time.

We have repeatedly checked the situation.

The current balance of $100,000 is the reward earned from a $1,500 deposit made on October 22nd.

Little by little, I gained more and more, and finally won big.

I checked it frequently.

We will also try to change the address as soon as possible after the game resumes.

You can still withdraw funds even while requesting changes

Please submit the necessary documents at that time.

The management support said:

There was no notice when I changed my address.

I think it's terrible to give such a sudden notice when there is a huge amount of money like $100,000 at stake.

Please help us out.

登録した日はかなり前なので定かではありますが、4年ほど前になります。

引越しした日は今年の四月頃

再度プレイし始めた日が今月です。

その際に変更をしようとしても、予期せぬエラーと出ていたので、カスタマーに問い合わせ致しました。

登録した住所ですが、カスタマーに問い合わせして変更の意志を伝えてます。

その際に変更手続きを会社ですると言われました。

その際にも状況を何度も確認しております。

現在の残高10万ドルは10月22日に1500ドルを入金し、そこから得た報酬で御座います。

少しづつ増やしていき、最後に大勝しました。

散々確認を行いました。

住所もプレイ再開後迅速に変更をしようとしております。

変更申請中でも出金はできる

その時に必要な書類を出してくれ

運営のサポートはこう言いました。

住所変更する際にも指摘などは何もありませんでした。

10万ドルという大金がある中の、いきなりの通告は酷だと思います。

是非お力になってください。

Please respond here.

It's one confusion after another.

Mr. Thomas, please confirm the facts with the management.

When I provided my date of birth during customer enquiries, nothing was said.

Even if this is true, shouldn't they have an obligation to inform you at the time of the initial freezing or confiscation?

I categorically do not recall ever falsifying my age when registering.

Please help me.

$100,000 is a huge amount of money.

こちら対応お願いします。

次から次へと混乱します。

トーマス様の方で、運営を交え事実確認してください。

カスタマーの照会時に生年月日を伝えても何も言われませんでした。

もし仮に事実だとしても、最初の凍結や没収時に伝える義務があるのではないでしょうか。

私は年齢詐称をして登録した覚えは断固としてないです。

どうか力になってください。

100000ドルはものすごい大金です。

This was the response I received in response to another inquiry about Vera John.

At that time, there was no response regarding the age misrepresentation.

Apparently it's 2.1.6 after all.

I had the intention to make changes, so I think it's extremely unreasonable that it has still been suspended.

This means that there is no point in making the change.

It is natural that your address will change when you change your residence, so we informed them that the change was made in accordance with the regulations and submitted a change application as per the procedure.

別のベラジョンお問い合わせにてこちらの返答がありました。

その際に年齢詐称の返答などは一切ありませんでした。

やはり2.1.6でとの事です。

私は変更の意思があったのに、それでも停止なのは極めて理不尽かと。

これでは変更しても意味が無いという意味になってしまいます。

住居が変わって住所が変わるのは当たり前のことで、それを規約に則り変更されたことを伝え、手順通りに変更申請を出してます。

Is this not possible?

It's been about two days.

Since the amount is 100,000 dollars, I would like this to be resolved as soon as possible.

こちらは対応不可ですか？？

2日ほど経ちますが。

十万ドルという額も額なので早期解決お願いしたいです。

Is it correct to assume that the supporters on this site don't even reply?

ここのサイトのサポーターは返信すらないって認識で大丈夫ですか？

If they don't even reply, stop responding to complaints.

I was hoping that maybe they'd help me, but I'm stupid.

返信すらしないならクレーム対応やめてしまえ

助けてもらえるかもと思って期待したかったがバカです

Thank you for your patience.

We currently have hundreds of active complaints, and we strive to reply as soon as possible within the 7-day time limit.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]), 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,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Vera&John Casino JP to join the conversation and participate in the resolution of this complaint.

Dear Vera&John Casino JP,

Can you please provide further information about this situation? When was the player's account registered?

Kind regards,

Adam

please.

The email stated that there would be no change in the decision, but I am very dissatisfied that the suspension was decided despite the intention to change, and even though this was confirmed.

お願いします。

メールでは意思決定の変更はないとありましたが、変更意思があるのにも関わらず、ましてやそれを確認もしているはずなのに停止とはかなり不服です。

When I contacted Vera John in Japan, I was told that I had lied about my age, but when I contacted them overseas, they did not say that I had lied about my age.

They said it was 2.1.6, but they said they had confirmed that they intended to make the change and had notified customers.

Whether or not it is reflected is your responsibility, so it's strange to say it's the player's responsibility.

If you had followed the steps I did, this wouldn't have happened.

Does Vera & John Casino not allow you to change your address?

Address change request ▶︎Name change ▶︎Confirmation ▶︎Withdrawal ▶︎Authentication

I don't think the procedure is completely wrong.

Please change your decision and return the funds.

日本のベラジョンに問い合わせした際には年齢詐称を言われましたが、海外問い合わせのところでは年齢詐称は言われませんでした。

2.1.6とのことですが、変更意思がありカスタマーにも申請していたことを確認していると言っていました。

反映するしないはそちらの責任スピードであるのに、プレイヤーの責任とはおかしいです。

私がした手順通りに進めていれば、こうはなっておりません。

ベラジョンカジノは住所を変更すること自体を許さないのですか？？

住所変更申請▶︎氏名変更▶︎確認▶︎出金▶︎認証

手順は全く間違ってないかと思います。

意思決定の変更と資金の返却お願いします。

Hiro64-san

Reasons for account closure

Your account has been closed due to the following violation of the terms of use, as you were under 18 years old at the time of registration and your date of birth on registration did not match your date of birth on KYC.

Please note that we cannot reopen your account.

2.1.6

You will provide true, complete, and accurate information about you as requested when registering and throughout the life of your account. Your information may include, but is not limited to, your name, address, date of birth, email address, telephone number, and payment information. It is your responsibility to uphold this obligation and ensure that your information is always up to date. You will notify us of any changes to your information, including any changes to any required information you provide on the registration form.

Registration date and time = 2019/6/28

Registered date of birth = 2000/09/30

KYC Date of Birth = 2001/09/30

Hiro64 さま

アカウントの閉鎖理由について

ご登録時の年齢が18歳未満であること、またご登録の生年月日とKYCの生年月日が一致しないため、下記の利用規約違反によりアカウントを閉鎖させていただきました。

アカウントの再開はできませんことご承知ください。

2.1.6

アカウントの登録時および存続期間中に要請されるお客様の情報は、真実で完全かつ正確に提供するものとします。お客様の情報は、氏名、住所、生年月日、メールアドレス、電話番号、決済情報などを含みますが、これに限定されることはありません。この義務を守り、情報が常に最新のものであることを保証するのはユーザーの責任です。情報が変更された場合、および登録フォームで提供した必須情報に変更があった場合は、当社に通知するものとします。

登録日時＝2019/6/28

登録生年月日=2000/09/30

KYC生年月日= 2001/09/30

Hello Vera&John Casino JP,

Thank you for your response. I would like to ask you to clarify some more details. If the player registered their account in 2019, does this mean that they have been playing unverified until now? Has the player made withdrawals in the past, and how much have they deposited during the lifetime of the account?

Kind regards,

Adam

I was playing without authentication. I didn't think I could win, so I wasn't told to authenticate.

I did it when I was able to withdraw money.

This is my first time withdrawing money.

The total amount of deposits should be around 400,000.

未認証でプレイしておりました。まさか勝てるとも思ってなかったので、認証しなさいとも言われなかったので。

出金できる時にしたという感じです。

出金は今回が初めてです。

入金は累計は40万程なはずです。

Dear Adam,

KYC submission is usually required when applying for withdrawal or when requested by the relevant department.

When I checked Hiro64's deposit and withdrawal history,

The first deposit was made on 2025/10/20 = no play was made from registration in 2019 until 2025/10/19.

In addition, since the first withdrawal request will be on 2025/10/27, KYC was submitted on 2025/10/27.

thank you.

Vera & John Casino

Adamさま

通常、KYC提出の依頼は出金申請時または担当部署から要求されたときに必要となります。

Hiro64様の入出金履歴を確認したところ、

初回入金は2025/10/20 = 2019年の登録から2025/10/19までプレイはされておりません。

また、初回の出金申請は2025/10/27となるため、KYCは2025/10/27に提出をいただいています。

よろしくお願いします。

ベラジョンカジノ

Hello Vera&John Casino JP,

I apologize for my delay in responding. Thank you for the information.

Can I please just check I understand the situation correctly? If I am not mistaken, the player has registered an account using an incorrect date of birth, as they were underage at that time (2019/6/28). However, they have not deposited or played in this account until 2025/10/20, by which time they were old enough to be gambling at the casino? Can you please also confirm the total amount the player has deposited in the account?

Kind regards,

Adam

Dear Adam,

As we understand, you were a minor at the time of registration.

The problem is that you registered under false pretenses, claiming to be over 18 years old, and provided incorrect information. This violates the terms of use listed below, so we have decided to close your account.

The total amount deposited by the player is $2000.

2.1.6

You will provide true, complete, and accurate information about you as requested when registering and throughout the life of your account. Your information may include, but is not limited to, your name, address, date of birth, email address, telephone number, and payment information. It is your responsibility to uphold this obligation and ensure that your information is always up to date. You will notify us of any changes to your information, including any changes to any required information you provide on the registration form.

11.1.

We reserve the right to suspend or close your account and confiscate any associated funds if we suspect fraud, bonus abuse or breach of these Terms and Conditions.

We reserve the right, in our absolute discretion and without any explanation, to suspend or close your Account, cancel any bets you have made, remove any bonus funds in your Account, and/or take any other action we deem appropriate if:

Vera & John Casino

Adamさま

ご理解の通り、プレイヤー様はご登録時未成年でした。

ご登録の際に18歳以上と装ってご登録、また誤った情報でご登録いただいたことが問題であり、下記利用規約違反に該当するためアカウント閉鎖の判断となっております。

また、プレイヤー様が入金した合計額は$2000です。

2.1.6

アカウントの登録時および存続期間中に要請されるお客様の情報は、真実で完全かつ正確に提供するものとします。お客様の情報は、氏名、住所、生年月日、メールアドレス、電話番号、決済情報などを含みますが、これに限定されることはありません。この義務を守り、情報が常に最新のものであることを保証するのはユーザーの責任です。情報が変更された場合、および登録フォームで提供した必須情報に変更があった場合は、当社に通知するものとします。

11.1.

当社は、不正行為、ボーナスの不正利用、または本利用規約違反が疑われる場合、ユーザーのアカウントを停止または閉鎖し、関連する資金を没収する権利を有します。

以下の場合には、当社の絶対的な裁量により、いかなる説明も無く、ユーザーのアカウントの一時停止、または閉鎖、ユーザーが行ったベットのキャンセル、アカウント内のボーナス資金の削除、および/または、当社が適切と判断するその他の措置を施行する権利を、当社は留保します。

ベラジョンカジノ

Thank you for the additional information, Vera&John Casino JP.

I have now contacted you with further questions via email.

Kind regards,

Adam

Hello Hiro64,

I have confirmed the situation further with the casino, and I am afraid I am unable to help you with this situation.

While there are a number of guidelines we believe that casinos should follow, as outlined in our Fair Gambling Codex for casinos, we also have a Fair Gambling Codex for players (https://casinoguru-en.com/guide/fair-gambling-codex-for-players). One of the few rules that we feel players should adhere to is listed there:

"Only use your own name and correct personal details (address, contact information, etc.) when creating a casino account."

I appreciate that you haven't used the account while underage, but the fact remains that you have created it with incorrect information. Consequently, the casino is acting in accordance with the terms and conditions on this occasion, and there is nothing further that can be achieved.

The complaint will therefore be closed. I am sorry we could not be of more help to you.

Kind regards,

Adam