Yuugado Casino - Se ha denegado el retiro del jugador.

After depositing funds into this casino, playing games, and requesting a withdrawal, I was told it violated the terms of service.

However, the casino has not provided any evidence to support 

Since the casino told me they would disclose the information if I filed a complaint, I will file a complaint.

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 andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your difficulties with the withdrawal and the lack of clarity regarding the alleged Terms of Service violation.

To help us understand the situation better and move forward, could you please clarify the following:

• When did you request the withdrawal, and what was the amount?
• Have you ever successfully withdrawn from this casino before, or is this your first attempt?
• Were you playing with or without an active bonus at the time?
• Has the casino requested any documents for verification (KYC), and if so, have you already submitted them?

If you have any screenshots of your conversation with the casino where they state there was a violation, please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

On the 24th, I deposited $340 and withdrew $5,400.

I used the deposit bonus, but since this casino's bonus system is separate and I won with real money, I ended up not using it.

At that time, casino support told me there was a violation of the terms of service, but they provided absolutely no evidence.

I have already submitted KYC documents and have made withdrawals multiple times in the past.

Dear andandjonnyx,

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, Michal (michal.k@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.

Hello andandjonnyx,

It's Michal once more. I have taken over this complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Yuugado Casino to join the conversation.

Dear Yuugado Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You may send all relevant information and documentation to me via email at michal.k@casino.guru or via Teams for an independent review.

Thank you in advance for your cooperation.

Dear Casino Guru and Andandjonnyx,

I hope this message finds you well.

This follow-up is to let you know that your case is under investigation and our team is reviewing the details you provided.

We’ll reach out as soon as we have an update. In the meantime, we really appreciate your continued patience and understanding.

Kind regards,

Complaints Team

Dear Yuugado Team,

Thank you for your response. I look forward to reviewing any information or evidence you can share regarding the alleged violations of your terms and conditions that the player is being accused of.

Dear Andandjonnyx,

I hope you are doing well.

This email was sent to players as a reminder of our Terms of Use.

No action has been taken, but it appears that the intention was not conveyed correctly when translated into Japanese.

We apologize for any inconvenience this may cause.

Thank you very much.

Complaints Team

Andandjonnyx様

お元気でいらっしゃることを願っております。

このメールは、プレイヤーの皆様へ、利用規約のリマインドとして送信いたしました。

いかなる措置も講じておりませんが、日本語への翻訳に際し、意図が正しく伝わらなかったようです。

ご迷惑をおかけして申し訳ございません。

よろしくお願いいたします。

苦情チーム

We have received an email clearly stating that this violates our Terms of Service.

We would never send users a Terms of Service reminder without cause.

If you claim this is a translation error, please provide the original text here.

Dear Andandjonnyx,

I hope you are doing well.

The content that should have been sent was as follows:

We would like to remind you about Terms of Use 3.12.

You understand and acknowledge that the Company strictly prohibits fraud and collusion by its users. If the Company reasonably determines that fraud or collusion has occurred, the Company reserves the right to void any bets that appear to have been made as a result of such activity and/or to confiscate all funds from a user's account and close the account. Any user who has reasonable grounds to believe that another user is gaining an unfair advantage through fraud or collusion should report it to the Company via email or chat.

We would like to remind you about Terms and Conditions 3.12:

You understand and accept that We strictly prohibit cheating players and player collusion. Should we have reasonable suspicion that any cheating or collusion has occurred, we reserve the right to void any bet that we suspect has been made as a result of such behavior and/or confiscate any funds on your Account and close your Account.

Any player who has reasonable grounds to suspect that another player is taking an unfair advantage through cheating or collusion is to report the suspicion to Breckenridge via email or live chat.

Thank you very much for your cooperation.

Complaints Team

Andandjonnyx様

お元気でいらっしゃることを願っております。

本来送付すべき内容は、下記の内容でございました。

利用規約3.12について再度ご認識いただきたく通知いたします。

ユーザーは、 当社が、ユーザーによる不正行為および共謀を固く禁じていることを理解し承認するものとします。不正行為や共謀が行われたと合理的に判断された場合、当社は、そのような行為の結果として行われたと思われる賭けを無効にし、および/またユーザーのアカウントからすべての資金を没収し、閉鎖する権利を留保します。ほかのユーザーが、不正行為や共謀によって不当な利益を得ていると考える合理的な根拠のあるユーザーは、メールまたはチャットで 当社に報告する必要があります。

We would like to remind you about Terms and Conditions 3.12:

You understand and accept that We strictly prohibit cheating players and player collusion. Should we have reasonable suspicion that any cheating or collusion has occurred, we reserve the right to void any bet that we suspect has been made as a result of such behaviour and/or confiscate any funds on your Account and close your Account.

Any player who has reasonable grounds to suspect that another player is taking an unfair advantage through cheating or collusion is to report the suspicion to Breckenridge via email or live chat.

どうぞよろしくお願いいたします。

苦情チーム

If the casino hadn't suspected any suspicious play, they wouldn't have sent that email in the first place.

I have no recollection of engaging in any play that might violate their terms of service.

That's why I'm contacting you now—don't you understand?

Dear Yuugado Team,

Thank you for your response. I would like to respectfully note that I have not yet received any specific information or supporting evidence regarding the alleged violations of your terms and conditions that the player is claimed to have committed. Please do so at your earliest convenience, either via email or via our Teams chat.

Casino Guru

To avoid any misunderstanding, we want to clarify that players' withdrawals were not rejected and were approved without delay on December 24th (UTC). No action has been taken against their accounts.

Thank you very much for your cooperation.

Complaints Team

Casino Guru様

誤解を防ぐために、明確にしておきたいのですが、プレイヤーの出金は拒否されておらず、12月24日(UTC)に遅延なく承認されていました。アカウントにいかなる措置も講じられておりません。

どうぞよろしくお願いいたします。

苦情チーム

I have explained the circumstances.

What we are asking is, "Why did you send such an email?"

Warning emails citing terms of service are not sent without reason, correct?

If there were suspicious aspects in my gaming history, you should have submitted them.

Without knowing what gameplay was problematic, it's obvious trouble will arise when I play at this casino in the future.

That's why I submitted a complaint to clarify the reason.

This time it was just a warning, but if I keep playing at this casino without knowing the cause and end up having my winnings confiscated next time, it'll be too late. Am I wrong?

Dear Yuugado Complaints Team,

Thank you for your clarification. I appreciate you confirming that the player has received their winnings and that no breach of the terms and conditions has occurred yet.

In light of this, I would be grateful if you could help clarify the reason the player received a "reminder" email. While there is nothing inherently wrong with sending reminders regarding your terms and conditions, this is not typically a common practice, so any additional context you could provide would be appreciated. This is basically the main reason for this complaint.

If possible, we would also appreciate further insight into which aspects of the player’s gameplay may have raised concerns. This would allow the player to better understand your expectations and ensure full compliance with your T&Cs going forward, thereby avoiding any unintended issues in the future. Thank you for your cooperation and assistance.

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.

Casino Guru

Thank you for the additional time to check.

I will send an explanation of the situation to Michal.

Thank you very much for your cooperation.

Complaints Team

Casino Guru様

確認に追加の時間をいただきありがとうございます。

状況説明をMichal様宛に送らせていただきます。

どうぞよろしくお願いいたします。

苦情チーム

Dear Yuugado Complaints Team,

Thank you for your message. I have responded back with some additional inquiries and am looking forward to your response.

Casino Guru - Michal

I have responded to your additional questions.

Thank you for your confirmation.

Complaints Team

Casino Guru - Michal様

追加の質問へ返信をさせていただきました。

ご確認をよろしくお願いいたします。

苦情チーム

Please don't proceed with discussions without me.

I've received this warning email multiple times in the past, and each time I've responded that I haven't engaged in gameplay that violates the terms of service, yet I'm always brushed off with claims of confidentiality.

I have no intention of being complicit.

Dear Yuugado Complaints Team,

Thank you for your message. I'm looking forward to your latest feedback.

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 Yuugado Complaints Team,

Thank you for your private message. I'm awaiting your final response in the complaint thread.

andandjonnyx, Casino Guru

Thank you for taking the time to check.

The email in question was sent as a reminder because it matched certain deposit/withdrawal and gameplay patterns, and we have explained the details to Casino Guru.

For security reasons, we cannot disclose the details to you.

Yugado reserves the right to review any questionable play at any time.

We appreciate your understanding of the above.

Complaints Team

andandjonnyx様、Casino Guru様

確認にお時間をいただきありがとうございます。

該当のメールは特定の入出金やゲームプレイのパターンに該当したため、リマインドとしてお送りしたもので、Casino Guru様にそのご説明をさせていただきました。

セキュリティ上の理由により、その詳細はお客様にお伝えすることができかねます。

遊雅堂は、いつでも疑いのあるプレイをレビューする権利を留保しております。

上記をご理解いただきますよう、どうぞよろしくお願いいたします。

苦情チーム

I won't accept it unless they properly disclose that information.

As long as they can't refuse withdrawals, it's acceptable play, and under normal circumstances, even sending reminders to threaten them shouldn't be permitted.

Dear Yuugado Complaints Team,

Thank you for your cooperation and the information you could share with us. While I would appreciate it if you could provide a more detailed response to the player, I fully understand that certain information may need to remain confidential due to the potential risk of misuse or attempts to circumvent established security measures.

Dear andandjonnyx,

I understand that the casino team’s response may not have fully answered all of your questions. However, certain details cannot be disclosed, as sharing specific information could create a risk of misuse or attempts to bypass established security measures.

At the same time, I would like to reassure you that, at this time, you have not been accused of any rule violations, and all of your winnings have been credited fairly and in full. Based on everything I have reviewed, I have not identified any unpaid funds that you might have received or any wrongdoing on the casino’s side that would warrant keeping this case open.

We simply encourage you to continue playing in accordance with the casino’s terms and conditions and to remain within the scope of standard recreational play. This includes avoiding any approaches that could be perceived as testing the boundaries of typical gameplay, as such situations may lead to unnecessary misunderstandings.

Please also note that the choice of whether to continue playing at this casino or to explore other operators is entirely yours. You are under no obligation to remain with any particular casino, and we respect whatever decision you feel is most suitable for you.

That said, should you encounter any genuine issues with this or any other casino, feel free to reach out to us, and we will try to help.

Best regards,

Michal

Casino Guru