Vera&John Casino JP - Igrački nalog je zatvoren zbog lažnih optužbi za falsifikovanje.

Vera&John Casino blocked account based on unsubstantiated forgery accusation, rejected notarized proof and refused escalation

Complaint Description: I am lodging a formal complaint against Vera&John Casino for the unjustified, permanent closure of my account, accompanied by groundless and defamatory accusations of document forgery by their support team.

The casino has demonstrated a severe breach of fair gaming and flawed KYC evaluation procedures through the following actions:

1. Unsubstantiated Criminal Accusation I submitted my official Japanese Driver's License for standard identity verification. The live chat support explicitly asserted that my document was a "forgery" and immediately terminated my account. My driver’s license is a fully valid, legal document issued by the Japanese Public Safety Commission. To brand a legitimate customer as a criminal without providing any empirical or technical evidence is a severe act of defamation.

2. Logical Inconsistencies in Casino's Stance Following the ban, a second agent intervened and suggested that my account could be re-reviewed if I submitted an alternative ID (such as my National My Number Card). This creates an absurd logical contradiction: the casino simultaneously maintains the stance that I am a document forger, yet invites me to submit alternative paperwork to continue using their services.

3. Blatant Refusal of Definitive Legal Proof To conclusively resolve the dispute and prove the absolute authenticity of my document, I explicitly offered to obtain an official certification from a Japanese Notary Public Office (Kōshō Yakuba) to legally guarantee the license's validity. Shockingly, the casino flatly rejected this legally binding verification method. They are actively refusing the objective truth just to uphold a flawed internal decision.

4. Failure to Report to Authorities Under Japanese law, the forgery of a driver’s license is a major criminal offense (Forgery of Official Documents). If Vera&John Casino were genuinely confident in their assessment that my ID is a fake, they would be legally and ethically compelled to report my details to Japanese law enforcement. To date, no authorities have contacted me. This lack of action proves that the casino knows they possess zero evidence and that their claim would immediately collapse under official scrutiny.

5. Suppression of Grievances and Denial of Due Process I repeatedly requested to escalate this matter to their Compliance Department or a specialized dispute resolution manager. The support agents adamantly refused to provide any direct contact information. Today, the standard support channel delivered a final reply, completely burying my complaint, refusing to initiate any objective re-investigation, and refusing to back up their claims.

Desired Outcome:

Immediate Account Reinstatement: Full restoration of my account and access.

Third-Party Verification: I demand that the evaluation of my document's authenticity be handled by a qualified, independent third-party organization, rather than being subjected to the arbitrary, flawed judgment of the casino's front-line support.

Official Management Apology: A formal apology from the legal representatives of Vera&John Casino for the defamatory accusations.

I possess complete, unedited screenshots of the subsequent conversations (including their refusal of my notary offer and today's final negative reply) and am ready to submit them to the Casino Guru complaints team immediately.

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 advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being 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 regarding the accusation made against you?
• Would you be able to provide the documents the casino identified as fake to me for review? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas