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Suddenly, my account was locked.

Regarding the locked account, I had a balance of $3,000 to $3,500.

I did receive a message from support saying they would "refund the balance on the account," but the actual refund I received was only for a deposit of $250.

When I mentioned the refunded amount was not enough, I was told "please understand that the winnings you held will be forfeited in this process. The refund will be only the amount you deposited of $250."

This is clearly inconsistent with what was earlier promised.

Firstly, the words "deposit" and "balance" have very different meanings, and

I was even confirmed that a full refund of the balance would be no issue.

This cannot be seen as anything but inappropriate and dishonest.

The response to my inquiry was slow, and there were instances when the questions I asked were not addressed.

Furthermore, regarding the reason for the multiple accounts being locked, I was locked out years ago because I was not playing responsibly.

It was years ago, so I forgot about that incident, and I confirmed that I am not misusing it, and currently, I am playing safe even from the deposit amount. Despite this, they are insistent that I cannot resume

(It’s strange that I could even register a new account in the first place)

In any case, I am truly disappointed with this treatment. I want to reclaim the balance of my account.

突然、アカウントがロックされました。

ロックされたアカウントについて、3000～3500ドルの残高がありました。

サポートから「アカウントにある残額を返金する」と明記された連絡をもらっていましたが、実際に返金されたのは250ドルの入金額のみでした。

金額が少ない旨を連絡しました所「所持されていた勝利金は上記に伴い、全て没収となりますことご了承くださいませ。

ご返金に関しましては、ご入金いただきました金額250ドルの返金となります。」と返答が来ました。

明らかに話が違います。

そもそも「入金額」と「残額」は言葉の意味が全く異なりますし、

残高全額返金で問題ないかの確認までしておりました。

これは明らかに不適当かつ不誠実な対応と言わざるを得ません。

回答の返信も遅く、質問した内容返ってこないがあったりました。

また、複数アカウントでロックされた理由ですが、数年前に責任あるプレーができていなかったとしてロックされておりました。

数年前のことでしたので、そのことを忘れていた旨と悪用しているわけではなく、現在は入金額からも安全にプレーしている旨、丁寧に相談しましたが、再開はできないとの一点張りです。

（そもそも新規登録できてしまっているのもおかしな話ですが）

いずれにせよ、この対応は誠に遺憾です。アカウントの残高を取り戻したいです。

Hello gyouten0925,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vera&John Casino JP. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Do I understand it correctly that you have been self excluded in the past? If yes, when exactly and for how long? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Nick

Thank you for your reply.

Will answer.

>Is your account already verified?

What does account verification mean? If you have to submit your ID, etc., it is not yet completed.

When I tried to transfer $1,500 from my balance, I was asked to authenticate my account, so I did so, but my account was locked. I was never asked to verify my account when making a deposit.

>Do you understand correctly that you have self-excluded yourself in the past?

It was two years ago, so I don't remember exactly, but

I remember that my account was locked at the sole discretion of the management, not due to self-exclusion.

The period is from about 2 years ago to the present. I remember using real money and deposit bonuses.

＞When was the last time you spoke to a casino and what was it about?

We exchanged emails today.

I inquired about reactivating my account and that the refund amount was different from the guidance.

I have responded based on the content of the argument below.

Here I will state my argument.

1. Regarding the account

・Since the account was created several years ago, I had forgotten that it existed.

-Currently, I was able to register, deposit, and play, so I thought there were no duplicate accounts in the first place.

・If the operator has the right to confiscate the balance due to account duplication violation, it claims that account authentication must be performed at the time of new registration and deposit.

Otherwise, the operator would have the right to allow everything from registration to deposit, and then confiscate only the deposited amount, making it easy for them to strip away their personal assets. He argues that this is a very dangerous system.

・They claim that the winnings they earned from playing were already reflected in their balances, so they are their personal property.

・If they actually used duplicate accounts and abused them, it would be their fault, but

To date, there has been no misuse of the account.

Furthermore, he had previously informed the bank that he was currently playing with a comfortable margin by making smaller deposits and trying to withdraw money early.

*This time I did not touch the deposit bonus at all and only played with real money.

・Even though my account was locked several years ago, I did not misuse the account in any way, and I had discussed my feelings and consultations with the support staff via chat and email, but this was the reason for my account being locked down on my own. I am not satisfied with this response as it has been locked.

2. Regarding refunds

・Before the refund procedure was completed, I made an inquiry saying, ``I would be in trouble if I applied for a withdrawal and also left a balance,'' and in response, I received a refund saying, ``I will refund your account balance.''

In response, they even sent a confirmation email saying, ``We have agreed to refund the full amount of your account balance.''

However, they claim that only the ``deposit amount'' was actually paid, which is a fraudulent transaction.

・I did not receive any notification that the remaining amount would be forfeited or that only the deposited amount would be refunded before the refund procedure was completed.

・"Before the refund procedure was completed," the company inquired about "how much money would be refunded," but received no reply, which they claim violates their accountability.

Based on the above, we are requesting a full refund of the account balance of $3,000 to $3,500 and reactivation of the account.

It is truly regrettable that support has not apologized and continues to respond in a dishonest manner.

Thank you for your interest in the investigation.

Nickさん

ご返信ありがとうございます。

回答いたします。

＞あなたのアカウントはすでに認証されているかどうか

アカウント認証とは何を指しますでしょうか。身分証明証の提出などでございましたら、まだ完了しておりません。

残高から1,500ドルの送金を試みた際にアカウント認証を求められましたので手続きしましたが、アカウントロックがかかりました。入金の際には、アカウント認証を求められることはありませんでした。

＞あなたは過去に自己排除をしていたということを正しく理解していますか? 

2年前のことですので、正確な記憶ではございませんが、

自己排除ではなく、運営の独断でアカウントがロックされた覚えがございます。

期間は2年前程から現在に至るまでです。リアルマネーと入金ボーナスを使用していた覚えがございます。

＞最後にカジノと話したのはいつですか?また、その内容は何でしたか?

本日、メールでやりとりしました。

内容は、アカウントの再開の件と、返金額が案内と異なることについて問い合わせました。

下記の主張内容に基づいて、返信しました。

ここからは私の主張内容を記載します。

１、アカウントに関して

・数年前のアカウントのため、過去のアカウントの存在を忘れていた。

・現在、新規登録・入金・プレーができてしまっている為、そもそもアカウント重複がないものと認識していた。

・アカウント重複違反で運営側が残高を没収する権利を有する場合、新規登録・入金の時点で、アカウント認証が行われなければならないと主張する。

そうでなければ、運営側が登録から入金までを許し、入金額のみを没収できてしまうという権利を有してしまい、簡単に個人資産を剥奪できてしまうことになる。これは非常に危険な仕組みであると主張する。

・プレーで得た勝利金は既に残高に反映されていた為、これは個人の私有資産であると主張する。

・実際にアカウントを重複で使用し、悪用していたのであれば、こちらに非があるが、

現在までアカウントの悪用は一切していない。

さらに、現在は入金額を少額にし、早めの出金を試みて、余裕あるプレーをしていたことを予め伝えていた。

※今回は入金ボーナスにも一切手を付けておらず、リアルマネーのみでプレーしていた。

・数年前にアカウントロックされたことに関しても、一切アカウントの悪用はしておらず、サポートに対してチャットやメールで自身の心境や相談などを行っていたが、これを理由に独断でアカウントロックされてしまい、この対応に納得していない。

２、返金に関して

・"返金手続完了前"の問い合わせで「出金申請、残高も残してもらわないと困ります」という問い合わせをしており、それに対し「アカウント残高を返金します」と返金連絡を受けていた。

更にそれに対し、「アカウント残高"全額"の返金で承知しました。」と確認のメールまで送っていた。

しかし、実際に支払われたのは「入金額」のみで不正な対応だと主張する。

・"返金手続完了前"に「残額の没収」及び「入金額のみの返金」の連絡は一切受けていない。

・"返金手続完了前"に、「いくら返金されるか」確認したが一切返信がされず、これは説明責任に反するものであると主張する。

以上のことから、アカウント残高3000～3500ドルの全額返金及び、アカウントの再開を主張しております。

サポートから謝罪もなく、不誠実な対応が続いており、誠に遺憾です。

調査のほど、よろしくお願いいたします。

Hello gyouten0925,

If the casino blocked your first account in the past, they must have had a reason. In such cases, the player is not allowed to open a new account and is eligible for the refund of the deposits only. As we have no knowledge of why was your account closed in first place, can you please forward the communication between you and the casino to nikolas.b@casino.guru before we would try to get in touch with them?

nick

got it.

forward.

Please wait a moment.

nickさん

わかりました。

転送します。

少々お待ち下さい。

Hello gyouten0925,

No e-mail arrived from you so far. Please forward it within the next 7 days otherwise we will be forced to close the complaint.

Dear gyouten0925,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.