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I made my first deposit and won about $7,000 playing games.

After that, I played around with the bonus purchase feature and my balance dropped to about $4,500, so I requested a withdrawal.

However, the withdrawal was not accepted for a while, and eventually I received an email saying that my funds had been confiscated and my account had been closed due to fraudulent play.

I don't understand what it means and I'm confused.

Even the deposit is not refunded.

Is this a scam casino?

Please investigate

初回入金でゲームを遊んで7000ドルほど獲得しました。

その後ボーナス購入機能などで遊んで4500ドルほどまで減ってしまったので出金申請をしました。

すると中々出金が受理されず、ついには不正プレイのため没収＆アカウント閉鎖だとメールが来ました。

意味がわからず、困っています。

入金分すら返金されません。

詐欺カジノでしょうか？

調査してください

Important notice:

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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.

Dear shige,

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 pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?
• Did you receive any warnings or notifications regarding your gameplay before your account was closed?

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

Petra

I only played the slots.

I was told that account verification was required for withdrawals, so I submitted the necessary documents and completed identity verification.

When you deposit, a bonus is automatically awarded, but I remember winning with the cash portion without using the bonus.

No, that wasn't the case.

It was quickly confiscated and closed down.

スロットのみで遊びました。

出金にはアカウント検証が必須とのことだったので書類を提出し、本人確認を完了しました。

入金すると自動的にボーナスが付与されますが、ボーナスを利用せずにキャッシュ部分で勝利したと記憶してます。

いえ、それはありませんでした。

急に没収＆閉鎖されました。

Thank you for your reply and for providing the previous details, shige.

• Could you plese clarify when you requested withdrawal and your account was blocked?
• What was the reason provided in the email regarding the confiscation of your funds? Could you provide additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

The withdrawal request is for 12/6.

The withdrawal request was cancelled and the account was blocked on 12/31.

The email has been forwarded. Please confirm.

出金リクエストは12/6です。

出金リクエストがキャンセルされ、アカウントがブロックされたのは12/31です。

メールを転送しました。確認お願いします

Thank you for your reply and for providing the previous evidence, shige.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear shige,

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.

There is no more information I can give.

Casinos do not provide new information

Is Casino Guru in touch with Vera John Casino?

Dear shige

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 Peter (peter.c@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,

Petra

Hello there,

Thank you shige 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 the player's account was closed and winnings confiscated.

Thank you!

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 Casino Guru,

I hope this message finds you well.

I have replied to you via email, please check your inbox.

Kind regards,

Complaints Team

Dear shige, the casino has not provided me with any evidence related to the supposed fraudulent behaviour and chose not to continue resolving this case. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter