Yuugado Casino - La cuenta del jugador está cerrada y el retiro cancelado.

I used a bonus at Yuugadou on April 11th to win and requested a withdrawal, but on April 13th I received an email canceling the withdrawal and I can no longer log in.

I used the bonus that was available on the deposit screen after logging in, rather than the bonus I received via email.

Account verification is complete, and I even made a withdrawal in December.

I'm having trouble getting a proper answer to my inquiries, so I need help.

4/11日に遊雅堂でボーナスを使って勝利して出金申請したのですが4/13に出金キャンセルのメールがきてログインできない状態になりました。

メールでのボーナスではなくログインしたら入金画面にあったボーナスを使用しました。

アカウント認証などは完了していて出金も12月にしたことがあります。

問い合わせてもまともに答えてもらえず困っているので助けて欲しいです。

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 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.

Dear tasukun,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand your situation and assist you effectively, please allow me to ask you a few questions:

• Which types of games did you mainly play (slots, live casino, sports betting, etc.)?
• Which verification documents had you submitted before you lost access to your account, and when?
• When was your account 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

What kinds of games did you mainly play? (e.g., slots, live casino, sports betting)

It's mainly slots.

Before losing access to your account, which verification documents did you submit, and when?

Real-time authentication

Since deposits and withdrawals were made using cryptocurrency, this is the address information and customer information.

When was the account closed?

It's April 13th.

主にどんなゲームをプレイしていましたか? (スロット、ライブカジノ、スポーツベッティングなど)

主にスロットです

アカウントへのアクセスを失う前に、どの認証書類を提出しましたか?また、いつですか?

リアルタイム認証

仮想通貨で入金出金していたのでアドレス情報とお客様情報です。

口座はいつ閉鎖されましたか?

4/13です

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

• Could you please specify which bonus you used during your recent deposit?
• Could you confirm whether the same payment method was used for the withdrawal as in the past, whether it is verified, and how long the last successful withdrawal process took?
• What specific message or reason did the casino provide for canceling your withdrawal?
• Have you received any communication from the casino regarding your inability to log in? If so, what did it say?

You can send all relevant documents to petra.h@casino.guru or upload them directly to the thread.

Thank you again for your cooperation.

Could you tell me what bonus you used when you made your most recent deposit?

I found a 100% bonus up to $300 in the deposit section of the site.

I haven't received any notification by email.

Could you please confirm whether the same payment method was used for the withdrawal in the past, whether it was verified, and how long it took for the last successful withdrawal to be processed?

It's the same payment method as before.

Verified.

I can't confirm the exact time the withdrawal was processed, but I believe it was within 72 hours.

Did the casino provide a specific message or reason for canceling the withdrawal?

I inquired and asked.

Have you received any communication from the casino regarding your inability to log in? If so, what did they say?

We received a notification that you violated the terms of service.

最近の入金時に使ったボーナスを教えていただけますか?

100%300ドルまでのボーナスでサイトの入金欄にありました。

メールでは案内きていません

過去と同じ支払い方法が出金に使われているか、認証されているか、そして最後に成功した出金処理にどれくらい時間がかかったか確認いただけますか?

過去と同じ支払い方法です。

認証されています。

出金処理の時間は確認できませんが72時間以内だったと思います。

カジノは出金キャンセルの具体的なメッセージや理由を伝えましたか?

問い合わせて聞きました

カジノからログインできないことについて何か連絡を受けましたか?もしあれば、どんな内容でしたか?

規約違反と連絡を受けました

Could you tell me what bonus you used when you made your most recent deposit?

This is a 300% bonus up to $300.

最近入金した際に使ったボーナスを教えていただけますか?

300ドルまでの300%ボーナスです

Dear tasukun,

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

• Could you please provide a link or a screenshot of the bonus that was granted to you? Since this specific bonus is no longer available on the casino’s website, we would like to review its exact terms and conditions.
• Additionally, could you please confirm whether you have met all the bonus conditions?

Thank you again for your cooperation. I look forward to your reply.

Dear tasukun,

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.

I don't have any screenshots of the bonus email or notification.

I can't log in, so I can't check if I've met the bonus requirements.

ボーナスのメールや案内のスクリーンショットはありません。

ログインできないのでボーナス条件を満たしているかも確認できません

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

Could you provide 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 tasukun,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru