Yuugado Casino - Las ganancias del jugador han sido confiscadas.

I received a bonus at this casino and played there.

Identity verification is complete. There is no history of withdrawals from the casino. This is my first withdrawal.

I won with the bonus portion and cleared the wagering requirements, so I played a bit more and then requested a withdrawal.

Then I received an email from the casino informing me that my winnings had been confiscated.

The reason was vague, so I contacted support and was told that the bonus was forfeited because the validity period had expired.

However, I started using the bonus as soon as it was distributed.

The terms and conditions clearly state that the bonus has a 30-day validity period.

When I pointed out the mistake, I was then told that I had exceeded the betting limit.

I had taken screenshots during the game, so I immediately knew that was a false reason.

When I told support about it, they made the excuse that they had mistaken me for someone else.

Is this a scam casino that makes up flimsy excuses to prevent withdrawals?

Would you be willing to speak with someone from Yugadou Casino?

こちらのカジノでボーナスを受け取りプレイしました。

本人確認は完了しています。カジノでの出金履歴はありません。初めての出金です。

ボーナス部分で勝利し、賭け条件をクリアしたので少し遊んで出金申請をしました。

するとカジノから没収を知らせるメールが届きました。

理由の部分が曖昧でしたのでサポートに問い合わせると、ボーナスが有効である期間が過ぎたので没収されたと言われました。

しかしボーナスが配布されてからすぐ利用しています。

利用規約にはボーナスには30日の有効期間があると明記されています。

間違いを指摘すると今度はベット上限が超えていたと言われました。

私はゲーム中のスクリーンショットを撮影していたのでそれが虚偽の理由だとすぐ分かりました。

それをサポートに伝えると別の人と間違えたと言い訳をしてきました。

適当な理由をつけて出金させない詐欺カジノなのでしょうか？

優雅堂カジノから話を聞いてもらえませんか？

Important notice:

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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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot or a link to the bonus you activated and played with?
• What games did you play while your bonus was active?
• Could you please also send me a screenshot of your bonus history, showing the exact bonus your complaint is about?
• Also, kindly forward me the communication between you and the casino customer support regarding the confiscation of your winnings at veronika.f@casino.guru.

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

Best regards

Veronika

This is a screenshot of gameplay using the bonus feature.

I played a game called Limbo by Hacksaw Gaming.

There are no screenshots of the bonus history.

I have sent the correspondence with the casino. Please check it.

ボーナスを利用してプレイした際のスクリーンショットです。

ハックソーゲーミングのlimboというゲームをプレイしました。

ボーナス履歴のスクリーンショットはありません。

カジノとのやり取りを送信しました。確認お願いします

Thank you for your emails.

Please contact the casino’s customer support via email and ask them to provide you with your complete gaming history in Excel format, covering the period from the moment you activated the bonus until the moment your winnings were confiscated.

Once you receive the file, kindly forward it to me at veronika.f@casino.guru so that we can review it as part of the investigation.

Thank you for your cooperation.

Understood. I'll contact the casino's email support.

Separately, when I checked my account today, it was locked and I couldn't access the site.

I was surprised because I hadn't received any contact from the casino, and this happened so suddenly.

I am currently inquiring about this issue via email.

分かりました。カジノのメールサポートに連絡してみます。

それとは別に、今日アカウントを確認するとロックされていて、サイト内に入れなくなっていました。

カジノからの連絡も無く、急なことで驚いています。

こちらの問題も今メールで問い合わせ中です

I received this email from Yugadou Casino. My account was suddenly closed.

優雅堂カジノからこのようなメールが届きました。急にアカウントを閉鎖されたのです

Dear sitarik33,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Hello sitarik33,

I'm Michal, and I have taken over your complaint. I have reviewed the case, and I will contact the casino to obtain further clarification and evidence regarding the circumstances and see how I can assist in potentially resolving the matter.

I would also like to invite Yuugado Casino to join the discussion.

Dear Yuugado Casino,

Kindly provide any evidence supporting the alleged violation(s) of your Terms and Conditions that the player is accused of committing.

You may provide the relevant information and supporting evidence directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Dear Michal,

Thank you for your email.

I can confirm that we have received the complaint and the request for supporting information regarding the alleged Terms and Conditions violation.

At this stage, we are investigating the matter in cooperation with our responsible departments. We are reviewing the relevant information and will aim to provide a clear resolution and further update as soon as possible.

Thank you for your patience and understanding while we complete our review.

Kind regards,

Complaints Team

Yuugado Casino

Dear Yuugado Casino,

Thank you for the reply. When you're in a position to do so, please share the information and evidence regarding the Terms and Conditions violation the player is accused of committing, so I can review it independently.

Thanks in advance.

Dear Michal,

Thank you for your patience while we completed our internal review.

Following a detailed assessment of the case, carried out in direct collaboration with our internal Risk Team, we can confirm that the circumstances surrounding the disputed funds and the subsequent confiscation have been thoroughly reviewed.

Based on the findings of this review, our Risk Team has confirmed that the action taken was correctly applied in accordance with our Terms and Conditions, specifically Section 7.2.

Section 7.2 provides the following:

"In circumstances beyond our control, such as unforeseen technical problems or technical problems with third-party providers, we reserve the right to cancel and/or refund bets."

The same provision further explains that a user's computer equipment, mobile device, internet connection, or third-party providers may affect the performance and operation of the website. It also establishes that we cannot be held responsible for malfunctions or technical issues arising from such circumstances, including issues affecting the ability to place bets or to receive or view information relating to games.

The internal review established that the circumstances relevant to this case fall within the scope of the above provision. The decision was therefore not made arbitrarily or solely on the basis of the outcome of the affected gameplay. Rather, the relevant activity was reviewed by the responsible Risk Team, which assessed the circumstances and confirmed that the applicable contractual provision permitted the action taken.

It is important to clarify that the Terms and Conditions expressly provide for circumstances where technical issues or issues involving third-party providers may affect the operation of the gaming environment. In such circumstances, the operator reserves the contractual right to take appropriate corrective action, including cancelling or refunding affected bets and adjusting the associated funds where required.

Having completed this review, we are satisfied that the measures applied to the account were consistent with the applicable Terms and Conditions and were supported by the findings of the internal investigation. There is therefore no basis to reverse the confiscation or reinstate the disputed funds.

Accordingly, the confiscation decision remains upheld following the completed internal review.

We appreciate that this may not be the outcome expected, but we can assure you that the matter was given appropriate consideration and reviewed in collaboration with the relevant internal department before the final position was reached.

Thank you again for your patience and understanding.

Kind regards,

Dear Yuugado Casino,

Thank you for your reply. Kindly forward the supporting evidence for the above to michal.k@casino.guru, for the purposes of an independent review.

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.