Yuugado Casino - La cuenta del jugador ha sido cerrada y los fondos confiscados.

On November 28th of last year, I applied for a withdrawal as usual.

Usually the money is withdrawn within a day, but this time it took a while.

Then, on December 31st, my withdrawal request was canceled, and on January 6th of the new year, I received an email informing me that my account had been closed and my balance had been confiscated.

I am surprised at this unilateral action.

Please solve this problem.

昨年の11/28に、いつものように出金申請をしました。

いつもは1日程度で出金されるのですが今回は時間がかかりました。

すると12/31に出金申請がキャンセルされ、年が明けた1/6にアカウント閉鎖と残高の没収のメールが届きました。

一方的な措置に驚いています。

この問題を解決してください。

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 Yuugado Casino.

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?
• Have you passed account verification in the past or recently?
• 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 reasons for confiscation and account closure? 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

I've been playing at this casino for about half a year.

・Account verification was completed when I started playing at this casino.

I received an email from Yuugado Casino about my account being closed.

・Slots only.

・Yes, I used the bonus.

・We will forward the email to the address listed. Please confirm.

・半年間くらいはこのカジノでプレイしていました。

・このカジノで遊び始めた頃にアカウント認証は完了しました。

・優雅堂カジノからアカウント閉鎖のメールが届きました

・スロットのみです。

・はい。ボーナスを利用しました。

・記載のアドレスにメールを転送します。確認お願いします

Hello daigodai,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear daigodai,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello there,

Thank you daigodai for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Yuugado Casino for their help in resolving this complaint. We would like to know why the player's account was closed and why their winnings were confiscated.

Thank you!

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 have tried to contact Yuugado Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter