Yuugado Casino - La cuenta del jugador está cerrada y los fondos son confiscados.

I signed up with Yuugado Casino earlier this month and used the first deposit bonus to play some games.

After clearing the wagering requirements and having a balance of about $9,600, I requested a withdrawal.

I completed KYC authentication before playing and received a confirmation email from Yuugado Casino.

When I applied for withdrawal, I received an email about the additional KYC documents required, but I submitted them all.

I found out that my account was locked, so I asked for more details via live chat and was told they would respond by email.

A subsequent email was sent stating that after reviewing the documents I had submitted, I had found that I had used false information, so my account would be closed indefinitely and my remaining balance would be confiscated.

This was despite the fact that I had received an email confirming my account was verified before I played.

This appears to be a malicious attempt to confiscate my balance. Could you please look into this matter? Thank you.

今月はじめに優雅堂カジノに登録し、初回入金ボーナスを利用してゲームをプレイしました。

賭け条件をクリアし、＄9600ほどの残高になったので出金申請をしました。

KYC認証はプレイ前に済ませて優雅堂カジノから認証済みのメールも来ました。

出金申請をするとさらなるKYCの必要書類についてのメールが届きましたが全て提出しました。

するとアカウントがロックされていたのでライブチャットにて詳細を聞いたところ、メールで回答するとのことでした。

その後届いたメールによると、提出した書類を確認したところ偽造の情報登録を行っていたためアカウントを無期限閉鎖し残高も没収という内容でした。

プレイ前にアカウント認証完了済みのメールが来ていたにも関わらずです。

悪質な残高没収に見えます。この件について調べていただけませんか。よろしくお願いします。

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear ayayan,

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.?  
• Could you please provide clarification regarding the specific inaccuracies that were identified? 
• Is casino communicating with you?

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

・I only play slot games

・I received an email from Yuugado Casino stating that my registration information was false, but I have not lied about anything.

- They reply to emails and chats, but they won't let me discuss the matter, saying that the account closure is final.

・スロットゲームのみ遊んでいます

・優雅堂カジノからは虚偽の登録情報があるとのメールが来ましたが私自身は何も偽っていません。

・メールやチャットに返信は返ってきますが、アカウント閉鎖は最終決定だとして議論させてくれません。

Dear ayayan,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Your communication with the casino has been sent.

I hope the casino can clear up the misunderstanding. Thank you in advance.

カジノとのやり取りを送信しました。

カジノ側の誤解を解いてもらえることを願っています。よろしくお願いします。

Thank you very much, ayayan, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) 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 ayayan,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Yuugado Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Are you able to provide us with any evidence related to the reason of the account closure and forfeiture of funds? Thank you in advance for providing us with your view of the issue.

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.

We are currently checking with the relevant department regarding the violation of the terms of use for the account registered at se******@gmail.com.

We apologize for the inconvenience, but please wait a little longer.

現在、se******@gmail.comでご登録のアカウントの規約違反内容について、担当部署と確認を行っております。

恐れ入りますが今しばらくお待ちいただきますようお願いします。

Dear casino representative,

thank you for your response. We will be awaiting the results of your internal investigation. You can also contact me at martin.l@casino.guru

Dear ayayan,

since this case involves verification procedures, you can also send the verification documents you provided to the casino to my email address displayed above - please note this is the only email address I use. This way we can expedite the process and facilitate the communication between you more effectively if the need arises.

Understood.

I will send the KYC documents to the specified email address, so please check them.

分かりました。

指定されたメールアドレスにkyc書類を送るので確認お願いします

We apologize for the long wait.

After an investigation, the department in charge confirmed that a violation of Article 4.7 of the Terms of Use had occurred, and therefore the account has been closed. We regret to inform you that the account cannot be reopened.

Terms of Use: https://play.verajohn.com/en/about/terms-and-conditions

大変お待たせいたしました。

担当部署で調査を行った結果、利用規約第4.7条に該当する違反行為が確認されたため、アカウントを閉鎖いたしました。恐れ入りますが、アカウントの再開はできませんことご了承ください。

利用規約：https://play.verajohn.com/ja/about/terms-and-conditions

I have forwarded Martin my latest communication with Yugado Casino and would like him to investigate whether this action is appropriate. Thank you.

Martinへ優雅堂カジノとの最新のやり取りを転送しました。その上でこの措置が適切かどうか調査してください。よろしくお願いします

I checked the timeline and was informed that the initial account closure was due to a violation of the terms of service by providing false registration information.

To refute this, I asked Casino Guru to investigate, and received an email from Yuugado Casino asking me to submit a new form of identification other than my My Number card.

I currently don't have any identification other than my My Number card, so I'm currently in the process of getting a passport.

However, Yuugado Casino did not wait and decided to close the account again after a violation of Article 4.7 of the Terms of Use was confirmed.

First of all, it takes time to create a new ID.

I'm surprised the account was closed again without waiting for that to happen.

Furthermore, the closure of my account for a different reason than the initial account closure (Article 4.7 of the Terms of Use) leaves me with strong doubts as to whether this is an unjust account closure and confiscation of my balance.

There has been far too little explanation, so I would like to ask Yuugado Casino to provide a satisfactory explanation, or if they cannot, to reinstate my account.

時系列を確認しますが、初めのアカウント閉鎖は偽造の登録情報による規約違反のためという案内でした。

これに反論するためにカジノグルに調査をお願いし、優雅堂カジノから新たにマイナンバーカード以外の身分証明書を提出してくださいとのメールがありました。

今現在マイナンバーカード以外の身分証明書を持っていないためパスポートを作成中です

しかし、優雅堂カジノはそれを待たずに利用規約第4.7条に該当する違反行為が確認されたため、アカウントを再び閉鎖という判断をしました。

まず身分証明書を新たに作成するのには時間がかかります。

それを待たずにアカウントが再び閉鎖されたことに驚きを隠せません。

さらに初めのアカウント閉鎖と違う理由(利用規約第4.7条)での閉鎖に、不当なアカウント閉鎖、残高没収ではないのか？という疑念が強く残ります。

あまりにも説明が少なすぎるので納得のできるような説明、出来ないのであればアカウントの再開を優雅堂カジノに求めます。

Dear casino representative,

thank you for your response. Please provide us with reasoning and evidence regarding the account closure, especially concerning the validity of the documents. You can send this information to my email at martin.l@casino.guru.

I would also like to advise you to undertake a verification call. I believe any unanswered question could be addressed this way.

Dear ayayan,

thank you for your continued cooperation here and through our email correspondence. Please send the photo of your new passport - when you obtain it, to the email address above. That is the only email I use.

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 ayayan,

we are extending the timer again, as we want to explore some other ways to re-establish contact with the casino. If there are any new developments on the matter, please keep us updated.

I apologize for the late reply.

We would like to inform you that the account has been reopened at the discretion of the responsible department.

Your winnings have also been reflected in your account, so please check.

You will also need to submit additional documents. Please check the email we will send you for details on the required documents.

We would like to once again apologize for the time it took to investigate this matter.

お返事が遅くなり申し訳ございません。

担当部署の判断により、アカウントを再開しましたことご案内させていただきます。

勝利金もアカウントへ反映しておりますので、ご確認いただけますと幸いです。

また、追加書類のご提出が必要となります。必要な書類の詳細については、弊社からお送りするメールをご確認ください。

この度は調査にお時間を要しましたこと、重ねてお詫び申し上げます。

Dear casino representative,

thank you for your response. Does this mean the matter is effectively closed on your side and you only require a standard verification procedure? In case there is any additional information relevant to this case, please let me know here or at martin.l@casino.guru

Dear ayayan,

are you now able to proceed with the verification process? In case you require any help, please let me know which documents are required from you. That way we will be able to assist you to the best of our abilities.

We have received a request from Yugado Casino for additional documents, and are currently working on them.

優雅堂カジノから追加書類の提出依頼があり、現在対応中です

I was currently inquiring with Yuugado Casino about the details of the additional documents, but I received another email informing me that my account had been locked and suspended indefinitely.

I'm confused because I've had to lock and reactivate my account multiple times.

We ask Yugado Casino to explain the situation.

現在優雅堂カジノに追加書類の詳細について聞いていたところなのですが、再びアカウントをロックし無期限停止という案内のメールが届きました。

何度もアカウントをロックしたり、再開したりで戸惑っています。

優雅堂カジノに事態の説明を求めます

Dear ayayan,

thank you for your continued cooperation.

Dear casino representative,

please give us more information on the case? Why was the player's account suspended again? Please provide us reasons behind the suspension at martin.l@casino.guru.

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.

I apologize for the late reply.

We are currently checking with the relevant department to find out why the account was closed again.

We apologize for the inconvenience, but please wait a little longer.

お返事が遅くなり申し訳ございません。

再度アカウントが閉鎖になった理由について、担当部署へ確認しております。

恐れ入りますが、いましばらくお待ちいただきますようお願いいたします。

Dear casino representative,

thank you for the update. We appreciate you checking internally, however, given the repeated account closures, we kindly ask you to clarify the exact reason for the latest suspension once confirmed, and whether the player is currently able to proceed with verification. We will await your explanation.

Dear ayayan

I apologize for taking time to confirm.

After an investigation by the relevant department, we found violations in accordance with Articles 4.7 and 3.12 of the General Terms of Use, and have therefore closed the account again.

These actions violate our fair play policy and the account in question will be permanently closed, and this action is final.

We regret to inform you that we are unable to provide any further assistance.

ayayan 様

確認にお時間を要し申し訳ございません。

担当部署による調査の結果、一般利用規約第4.7条および第3.12条に抵触する違反行為が確認されたため、アカウントを再度閉鎖いたしました。

これらの行為は当社のフェアプレイポリシーに違反していることから、当該アカウントは永久閉鎖とし、本措置は最終決定となります。

恐れいりますが、これ以上の対応はできませんことご理解ください。

Dear casino representative,

thank you for your response. Please provide me with evidence of the player's wrongdoing at martin.l@casino.guru.

This case has been opened for two months and I believe it is time to move forward. In case you are unable to provide the requested evidence, please let me know so we can close this case accordingly

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.

Why is there suddenly no response?

Does this mean that Yuugado Casino has admitted that it is a fraudulent casino?

なぜ急に返事が無くなるのですか？

優雅堂カジノは自らが詐欺カジノだということを認めたということですか？

Dear ayayan,

thank you for your message. We are currently reviewing the situation, as the casino has still not provided the requested evidence or a clear explanation supporting the repeated account closures.

We will now determine the next steps on how the complaint will be concluded. I will update the case accordingly next week.

Dear ayayan,

As the casino has repeatedly failed to provide any concrete evidence supporting the account closure and confiscation of funds, despite multiple requests and extended timeframes, we are unable to confirm that this action was justified.

For this reason, the complaint will be closed as unresolved due to insufficient evidence from the casino.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to advise you to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at martin.l@casino.guru