Yuugado Casino - La cuenta del jugador se ha cerrado inesperadamente.

Last night, I requested a withdrawal of 20,000 yen, but my account was suddenly closed, even though I still had about 10,000 yen in cash. I contacted customer support, but I haven't received a reply yet.

昨晩、日本円で2万円出金申請したが、いきなりアカウントが閉鎖され、キャッシュ残高も1万円程あるにも関わらず閉鎖された。カスタマーサポートに連絡したが返信がまだ来ない。

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.

Dear KENZOx888,

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.

• Did you pass the verification before you lost access to the account?
• Could you please let me know how long you were a player at the casino (date of registration) and when exactly your account was 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?

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

Best regards,

Jean

Identity verification had been completed.

I registered about six months ago.

My account was blocked on May 23rd, 2025, when I submitted my withdrawal request.

I won on a sports combo bet using a deposit bonus, and then, to meet the wagering requirements, I made another combo bet and gained a cash balance. I then used that cash balance to play blackjack and won some winnings.

本人確認は完了していました。

登録は半年程前になります。

アカウントがブロックされたのは出金申請をしたR7.5月23日になります。

入金ボーナスのスポーツコンボベットで、勝利し、その後、賭け条件を満たすため、もう一度コンボベットをし、キャッシュ残高を得ました。そのキャッシュ残高でブラックジャックをし、賞金を得ました。

The registration date is uncertain.

登録日に関しては定かではありません。

Hello KENZOx888,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean 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 Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I created an account for Yugadou more than five years ago, but it was permanently suspended even though I didn't restrict it myself.

I hadn't been able to log in since then, so I hadn't been playing. However, I recently received another email from Yuugadou asking me to register a new account, so I created a new one. It seems that this is what caused it to be locked. When I contacted customer support, they told me to use the first account I created, but it remains permanently frozen and I can't log in. Also, my cash balance and the 20,000 yen I requested to withdraw, totaling about 30,000 yen, have still not been refunded.

Thank you very much for your cooperation.

今から5年以上前に、遊雅堂のアカウントを作りましたが、自己規制した訳ではないのに永久凍結になりました。

それ以降ログインできないので、プレイしていませんでした。しかし、最近また遊雅堂から新規登録のメールがきたので新しくアカウント登録しました。それが原因でロックされたようです。カスタマーサポートに連絡したところ、最初に作ったアカウントを使用してくださいとの事でしたが、永久凍結されたままでログインできません。また、キャッシュ残高や出金申請した2万円の計約3万円程が今もなお、返金されていません。

どうか宜しくお願い致します。

If possible, I would like the permanent suspension of the account I initially created to be lifted, and the cash balance and the amount I requested to withdraw back to it. Thank you very much for your consideration.

できれば、最初に作ったアカウントの永久凍結を解除し、そこに、キャッシュ残高と出金申請した金額を、戻していただきたいです。何卒、宜しくお願いします。

Thank you for the additional information.

If I understand the situation correctly, you originally opened an account with the casino more than five years ago, and that account was permanently suspended. Later, after receiving an email invitation from the casino encouraging you to register again, you created a new account and continued playing there.

You are now being told that the newer account was closed because you already had a previously existing account, while the original account remains inaccessible. At the same time, the funds from the newer account, consisting of approximately ¥20,000 in pending withdrawal requests and around ¥10,000 in remaining cash balance, have not been returned to you.

To proceed, please clarify the following details:

• When was the first account permanently suspended? Could you provide any emails from casino of the permanent suspension notification?
• Could you please provide the email or any evidence showing that the casino invited you to create a new account?
• You mentioned that you contacted customer support after the second account got blocked and they told you to use the first account. Do you have screenshots of this interaction?

I understand this may take time, so I appreciate your assistance.

Dear Jean

1. My Yuugadou Casino account was closed in 2022. I have the email as proof, which is shown in the image. I don't remember if I received an email about a permanent suspension, but I do remember that it was closed unilaterally.

2. I recall receiving a new account creation email about six months ago. I also thought the suspension had been lifted because I had passed KYC. If it was unusable, I didn't think I would receive an email inviting me to make a payment. I have attached proof of the email inviting me to make a payment. I don't have a record of the re-registration email, so I have attached proof of a recent email prompting me to make a payment.

3. I have attached proof that I received an email after being blocked asking me to use my original account.

Dear jean

1.遊雅堂カジノのアカウントが閉鎖されたのは2022年です。証拠のメールあります。画像にあります。永久停止のメールがきたかどうかは記憶にありません。ただ一方的に閉鎖された事だけはよく覚えています。

2.新規作成のメールがきたかは、再登録したのは半年程前だったと記憶しています。KYCも通ったので、停止が解除されたのだと思いました。もし、使えないのであれば入金するよう誘いのメールも来ないと思っていました。入金するよう誘いのメールの証拠も添付します。再登録のメールは記録に残っていないので、最近入金を促すメールがあった証拠を添付します。

3.ブロックされた後、最初のアカウントを使うようメールが来た証拠もありますので、添付しておきます。

The above are the evidence images. Incidentally, the Yugadou Casino series has also been disabled. I also invested quite a bit in a site called Casino Secret.

Please confirm.

以上、証拠画像になります。ちなみに遊雅堂カジノ系列も使えなくされています。カジノシークレットというサイトでもだいぶ投資しました。

確認宜しくお願い致します。

I did receive an email prompting me to re-register. However, due to email storage limitations, I only have emails from a month ago, so I've included a screenshot as proof of a recent payment.

Please check.

再登録を促すメールはありました。しかしメールの容量の問題で1ヶ月前のメールしか残っていないので、最近の入金を促す証拠画像を載せました。

確認お願いします。

Dear KENZOx888

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, Munya, (munya.s@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,

Jean

Dear KENZOx888,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Yuugado Casino to join this conversation and assist in addressing the complaint.

Dear Yuugado Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

I contacted the casino and asked them to reply.

カジノ側に返信するよう連絡しました。

Dear Munya,

Thank you for bringing this complaint to our attention.

We confirm that we have received the complaint and are currently investigating the matter further. We will review the details and relevant account information and provide an update as soon as possible.

Thank you for your patience and cooperation.

Kind regards,

Mario

Resolution Specialist

Dear Munya,

Following a detailed investigation conducted in cooperation with our relevant departments, we can confirm the following findings regarding this case.

The player originally held a main account on the Yuugado platform, which was permanently closed by our Responsible Gaming team. Subsequently, the player created a new account on our platform. Upon review, this account was identified as a duplicate account and was therefore closed in accordance with our Terms and Conditions. As a result, the funds associated with the duplicate account were forfeited.

The actions taken were fully compliant with our Terms and Conditions, specifically Clause 2.1.3, which states:

"2.1.3. You may only open one Account on the Website. If you open or attempt to open more than one Account, for whatever reason (including due to having self-excluded yourself from an existing Account), we may, at our discretion, block or close any or all of your Accounts, void any wagers/bets (whether settled or unsettled) placed in the duplicate Accounts and withhold or return any withdrawable funds in them."

Our Terms and Conditions can be found here:

https://play.yuugado-1.net/en/about/terms-and-conditions

We would also like to clarify that at no stage did we invite the player to create a new account. We have thoroughly reviewed our correspondence records and can confirm that no such invitation was sent. Therefore, the player's claim in this regard is not supported by our records.

In light of the above, we can confirm that all actions taken on the player's account were correctly applied and were fully in line with our Terms and Conditions.

Should you require any further information, please do not hesitate to contact us.

Kind regards,

Mario

Resolution Specialist

What was the reason for the permanent suspension of the account I initially created? I request a specific explanation. I interpret this as a unilateral closure.

当初作成したアカウントの何が原因で、永久停止になったのでしょうか？具体的な説明を求めます。一方的な閉鎖と解釈しています。

The terms of service state, "We may, at our sole discretion, block or close all or part of your account, invalidate any bets made on duplicate accounts (whether settled or unsettled), and withhold or return any withdrawable funds in those accounts." Therefore, I request the return of my funds.

Munya-sama

Thank you very much.

当社は独自の裁量により、お客様のアカウントの全部または一部をブロックまたは閉鎖し、重複アカウントで行われた賭け（決済済みか未決済かを問わず）を無効にし、それらのアカウントにある引き出し可能な資金を保留または返還することができます。」とあることから、資金の返還を、求めます。

ムニャ様

宜しくお願い致します。

If you return it, I won't make any further issues.

Thank you very much.

返還して頂けるならこれ以上問題にはしません。

宜しくお願い致します。

Yuugado Casino

Thank you for taking time to review this case, and for sharing your findings. Could you clarify for me what prompted your Responsible Gaming Team to close the player's first account?

Your continued cooperation is highly valued.

Dear Munya,

Thank you for your message,

We appreciate your interest in understanding the situation. However, for reasons of player privacy and in accordance with our Responsible Gaming and data protection policies, we are not able to disclose specific details regarding individual account closure decisions.

We can confirm that the account was reviewed and closed by our Responsible Gaming team in line with our player protection procedures and internal policy framework. Due to information reviewed during our assessment that gave rise to Responsible Gaming concerns, our Responsible Gaming team decided to permanently close the account in accordance with our player protection policies.

We would also like to clarify that this complaint relates to a duplicate account, which has been addressed in accordance with our policies.

We trust you will understand that we are unable to provide further information on the specific factors involved in this individual case.

Kind regards,

Mario

Resolution Specialist

The terms of service state, "We may, at our sole discretion, block or close all or part of your account, invalidate any bets made on duplicate accounts (whether settled or unsettled), and withhold or return any withdrawable funds in those accounts." Therefore, I request the return of my funds.

Munya-sama

Thank you very much.

当社は独自の裁量により、お客様のアカウントの全部または一部をブロックまたは閉鎖し、重複アカウントで行われた賭け（決済済みか未決済かを問わず）を無効にし、それらのアカウントにある引き出し可能な資金を保留または返還することができます。」とあることから、資金の返還を、求めます。

ムニャ様

宜しくお願い致します。

Yuugado Casino

Thank you for your continued engagement. I sincerely appreciate your cooperation. I understand your hesitations regarding the details surrounding the closure of the player's initial account.

Based on the information provided by the player and your response, it appears that there are implications related to responsible gaming and player protection.

I would like to inquire, if possible, about your decision to invite a player with a permanently suspended account due to responsible gaming issues to open a new account, and why they were allowed to receive bonuses and participate in play.

Additionally, I am curious as to why a duplicate account was identified only after a withdrawal request, rather than at the time of registration. From your message, it is clear that you prioritize player protection, and I hope that you have effective systems in place to safeguard vulnerable players.

Your insights on these matters would be greatly appreciated, and I am confident they will play a crucial role in resolving this issue.

Dear Munya,

Thank you for your response and for your continued engagement in this matter.

However, I would kindly ask that you review our previous communication again, as there appears to be a misunderstanding regarding the facts of the case.

At no stage did we invite, encourage, or instruct the player to create a new account. As previously explained, the player independently registered a new account. Any suggestion that the operator invited the player to do so is incorrect and not supported by the information available to us.

With regard to responsible gaming, there are no hesitations on our side as suggested in your message. Rather, our approach is guided by customer protection principles and our regulatory obligations, which I am sure you are familiar with. Due to privacy and customer protection requirements, there are limitations on the information we are able to disclose publicly regarding actions taken on a player's account.

Regarding the duplicate account detection, while we employ a variety of preventative and monitoring measures, duplicate accounts are not always identified immediately upon registration. Such accounts may be detected at different stages of the customer journey through ongoing reviews, automated controls, verification processes, or routine account checks. The timing of the detection does not alter the fact that the account was found to be in breach of our Terms and Conditions.

Furthermore, the fact that a player was able to register and access certain services before the duplicate account was identified does not constitute approval of the account or override the operator's right to take action once the breach is discovered.

As previously communicated, our decision in this matter was reached following a full review of the relevant account history and the applicable Terms and Conditions. We remain satisfied that the actions taken were appropriate and consistent with both our internal policies and our regulatory responsibilities.

We trust this clarifies our position.

Kind regards,

Mario

Resolution Specialist

I think my first account was permanently frozen because I asked customer support in a chat to get my money back. I didn't think it would be permanently frozen for that.

最初のアカウントが永久凍結になったのは、私が、チャットでカスタマーに負けたお金を返して欲しいと言ったからだと思います。それで永久凍結になるとは思いませんでした。

The terms of service state, "We may, at our sole discretion, block or close all or part of your account, invalidate any bets made on duplicate accounts (whether settled or unsettled), and withhold or return any withdrawable funds in those accounts." Therefore, I request the return of my funds.

Dear Mario,

Thank you for your response.

I believe we are focusing on different aspects of the case. I fully understand and accept your position regarding the duplicate account; however, that is not the point I am seeking clarification on.

You have confirmed that the player's original account was permanently closed by your Responsible Gaming Team due to player protection concerns. My question is simply this: if the player had already been identified as requiring responsible gambling intervention, how was the player subsequently able to register a new account, make deposits, receive bonuses, and gamble until a withdrawal request prompted a further review?

I was not asking you to disclose confidential personal information or the internal reasoning behind your Responsible Gaming assessment. Rather, I am asking you to explain how your player protection measures operated in this case, given that a player previously excluded on responsible gambling grounds was able to continue gambling on your platform.

I would also like to confirm whether you are able to view the screenshots the player uploaded to the complaint thread approximately two weeks ago. If so, I would appreciate your comments regarding the promotional emails and bonus offers the player alleges were received after the initial account had been permanently closed. These communications appear relevant when assessing whether appropriate responsible gambling safeguards were maintained.

Furthermore, while I acknowledge your explanation that duplicate accounts may only be detected at different stages of the customer journey, including during verification or following a withdrawal request, this does not fully address my concern. If the player's original account had already been permanently closed on responsible gambling grounds, I would have expected appropriate controls to prevent further gambling activity irrespective of when the duplicate account was ultimately detected. I would therefore appreciate your comments on how your responsible gambling controls are intended to protect previously excluded players in such circumstances.

This distinction is central to my assessment of the complaint, and I would appreciate a direct response to these specific questions.

Your continued cooperation and assistance is highly appreciated.

Dear Munya,

Thank you for your reply,

We understand the distinction you are making; however, our position remains unchanged.

As previously explained, the player independently created a new account. Yuugado did not invite, encourage, or authorize the creation of that account. The fact that an account is successfully registered does not constitute approval of its legitimacy or exempt it from subsequent compliance and risk reviews.

Duplicate and linked accounts are not always identified at the point of registration. Detection may occur during ongoing monitoring, verification procedures, withdrawal reviews, or other compliance checks. Once the duplicate account was identified, the appropriate actions were taken in accordance with our Terms and Conditions and internal policies.

Following a full review of the case, we remain satisfied that our actions were appropriate, compliant with our regulatory obligations, and fully in line with our Terms and Conditions. As such, our position remains unchanged.

Kind regards,

Mario

Resolution Specialist

Yuugado Casino

I greatly appreciate the exchange and I do believe that out of it, a positive resolution to this case will be reached.

In my last response, I had asked you to confirm whether you are able to view the screenshots the player uploaded to the complaint thread approximately two weeks ago. I still would appreciate your comments regarding the promotional emails and bonus offers the player alleges were received after the initial account had been permanently closed. These communications, as stated in my last response, appear relevant when assessing whether appropriate responsible gambling safeguards were maintained.

Your continued cooperation is greatly appreciated.

Dear Munya,

Thank you for your continued cooperation. We appreciate the constructive exchange and remain committed to assisting with the resolution of this case.

We believe we have already addressed each of the points raised in this complaint, and the discussion is now moving beyond the original subject of the case. Our responses are based on our official internal records and verified account data.

Regarding your question, we can confirm that we have reviewed the screenshots provided by the player. As previously stated, there is no evidence to support the claim that we invited the player to create a new account on our platform. Furthermore, the screenshots submitted relate to the duplicate account and do not demonstrate that such an invitation was sent following the permanent closure of the original account.

Based on the information available to us, our position on this matter remains unchanged. Should you require any further clarification regarding the facts of this case, we will be happy to assist.

Kind regards,

Mario

Resolution Specialist

Yuugado Casino

As usual, your response is highly appreciated.

Our discussion is progressing in the right direction, as I am attempting to establish the facts necessary to answer what remains the central question in this case: if your Responsible Gaming Team had already identified the player as requiring player protection, how was the player subsequently able to register a new account, make deposits, receive bonuses, and continue gambling until a withdrawal request triggered further review?

The screenshots acknowledged on the complaint thread demonstrate that a player previously identified by your Responsible Gaming Team as requiring protection later received promotional emails encouraging deposits and offering bonuses. The timestamps clearly indicate that these communications were sent recently, well after the original account had been permanently closed. In my view, this evidence is directly relevant when assessing whether appropriate responsible gambling safeguards remained effective following the closure of the player's initial account.

While I acknowledge your reliance on the duplicate account provision in your Terms and Conditions, I am not convinced that treating an account created several years after the original account had been permanently closed is comparable to the typical duplicate account scenario involving the simultaneous operation of multiple accounts or deliberate circumvention of the rules. We fully support operators taking action against genuine abuse of multiple accounts; however, the circumstances of this case appear materially different.

If, after considering these observations, you maintain your current position without addressing these concerns, I will have to reach my conclusion based on the evidence presently before me.

At this stage, I believe the responsible gambling aspect of this case remains insufficiently addressed and is central to my final assessment. The multiple account provision is being relied upon to resolve the dispute, whereas the apparent shortcomings in the operation of the responsible gambling safeguards have not been substantively addressed.

I would like a refund.

私は、返金を希望します。

Dear Munya,

Thank you for your continued engagement and for sharing your observations.

We would kindly ask you to carefully review our previous responses, as we believe we have already addressed each of the points you have raised, including those relating to our Responsible Gaming procedures, duplicate account detection, the promotional communications referenced by the player, and the application of our Terms and Conditions.

As previously explained, we have implemented the player protection measures and compliance controls required under our licensing and regulatory framework. While no monitoring system can guarantee immediate detection in every circumstance, our controls operate through a combination of automated monitoring, verification procedures, ongoing compliance reviews, and risk assessments. Once the account was identified as being in breach of our Terms and Conditions, the appropriate action was taken in accordance with our internal policies and regulatory obligations.

We also respectfully note that the current discussion has moved beyond the original subject of the complaint. The complaint concerns the closure of a duplicate account and the forfeiture of funds under our Terms and Conditions. Our position on this matter has been fully explained and supported by the relevant contractual provisions applicable to the player's account.

Regarding the promotional emails, we have already confirmed that the materials reviewed do not demonstrate that Yuugado invited, encouraged, or instructed the player to create a new account following the closure of the original account. Their existence does not alter the contractual obligations applicable to the player nor invalidate the enforcement of our duplicate account policy once the breach was identified.

While we appreciate your continued focus on Responsible Gaming, we respectfully disagree with the suggestion that this case demonstrates shortcomings in our player protection framework. The Responsible Gaming measures applied to the original account and the subsequent enforcement of our duplicate account policy are separate matters, both of which were handled in accordance with our regulatory obligations, internal procedures, and Terms and Conditions.

We must also respectfully state that it is not appropriate to draw conclusions regarding the adequacy of our Responsible Gaming framework based on a single complaint. Yuugado's Responsible Gaming policies and procedures are implemented in accordance with the requirements of our licensing authority and are subject to regulatory oversight. Any assessment of our regulatory compliance falls within the remit of the competent licensing authority, not a public dispute resolution process.

As such, our position remains unchanged. We believe we have fully addressed the issues raised in this complaint and have no further information to add beyond what has already been provided.

Thank you again for your cooperation throughout this process.

Kind regards,

Mario

Resolution Specialist

KENZOx888

Despite my efforts, I was unable to persuade the casino to reconsider its position regarding your refund request. The casino has made it clear that its decision is final and that it will not offer any further resolution.

Our assessment of this case ultimately differed. My view was that, having previously identified you as requiring Responsible Gambling intervention, the casino should have had more effective safeguards in place to prevent you from opening another account and continuing to gamble. In my opinion, this aspect of player protection was not sufficiently addressed.

The casino, however, maintained that the decisive issue was the creation of a second account, which it considered a breach of its Terms and Conditions, and it relied on that provision to justify the confiscation of your balance. As the casino has refused to revise its position despite our discussion, I have no further means of influencing the outcome.

Consequently, I must close this complaint as unresolved, as we were unable to reach an agreement with the casino on what our Fair Gambling Codex (https://casino.guru/guide/fair-gambling) considers as a fair resolution.

I understand that this is not the outcome you were hoping for, and I sincerely regret that I am not able to assist further.

Regards,

Munya