Subject: Complaint Regarding Vera&John Casino – Misleading Information and Withheld Bonus Winnings

Dear CasinoGuru Customer Support,

I am reaching out to you because I have encountered a serious and unfair situation with the Vera&John online casino, which I have been trying to resolve amicably for 11 days without any success so far.

The issue unfolded as follows:

Through a referral program, I invited a friend, for which I was credited a bonus. I properly activated and used this bonus. During the gameplay, I played using the bonus balance and won a prize.

Based on the casino’s terms and conditions, I inquired with customer support about the maximum allowed bet amount per game when using a bonus balance. The support team clearly informed me that the maximum bet for that specific game was 10,000 HUF, and I acted accordingly. I did not break any rules and followed all instructions and guidelines.

However, after the game, the system confiscated my winnings, which have not been returned to me since. I have been waiting for any resolution or meaningful response for 11 days. I have exchanged numerous messages with customer support, who repeatedly state that "the internal team is investigating the case," but they provide no concrete information.

I have the following evidence:

1. Screenshots of the customer support conversations confirming the 10,000 HUF bet limit information.

2. Detailed records of the game and the timeline of the winnings earned from the bonus.

3. Communication logs proving that I have been trying in vain for 11 days to resolve this matter properly.

Based on all of this, it is clear that I was misled, and I played in good faith based on the information provided. The winnings rightfully belong to me, and withholding them is entirely unjustified.

Unfortunately, no constructive action has been taken so far. I am willing to make this issue public if no prompt resolution is reached. I am active on several social media platforms and have a following — but I hope this will not be necessary and that, with your help, justice can be served.

Therefore, I respectfully request that you investigate my case and assist in ensuring that Vera&John Casino refunds the winnings I am rightfully owed.

Thank you in advance for your response and support.

Sincerely,

Adel

Dear AdelNatalia,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Vera&John Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please share the link for this bonus, please?
• Do you have an access to your game history, please? Kindly forward it to my email [email protected], please.
• Have you successfully passed the KYC verification, please?

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

Best regards,

Katarina