Yuugado Casino - Player’s account has been closed.

I registered on the site and read the terms of use carefully before playing.

I played two slot machines and won.

I applied for a withdrawal. Identity verification has been completed at this point. You will also receive an email confirming that your account has been verified.

I received an email for additional verification, so I submitted the requested documents.

Then my account was locked and my withdrawal request was rejected.

When I inquired, I was simply told that it was a violation of the terms of service due to unauthorized play.

I can't accept it at all.

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 player,

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 completely.

• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
• Did you accumulate your winnings with or without an active bonus?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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,

Attila

yes. I contacted them both via chat and email, but was told that it was a violation of the terms of service. I haven't been told the details

A bonus is automatically granted when you make a deposit, but the bonus was discarded when you applied for a withdrawal.

No, we do not use any such software

Dear player,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

forwarded my correspondence with the casino. please confirm

Dear Player,

Thank you for your email. Could you please provide me with some details regarding your game history? Specifically, I would like to know if you have exclusively played slots or if you have also tried other games. Additionally, have you participated in sports betting as well?

Thank you in advance for your response.

I only played slots.

No mention of sports or live casino

Dear Player,

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,

Attila

Hello nagatann,

I'm Michal, and I have taken over your complaint. I have reviewed this 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, including the player's full game log, supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru for an independent review.

Dear Casino Guru and nagatann,

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 nagatann,

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.

Dear Casino Guru,

I hope this message finds you well.

This account has been closed in accordance with Section 3.12 of our Terms and Conditions.

I have replied to you via email, please check your inbox.

Kind regards,

Complaints Team

What wrong did I do?

I've seen other complaints, but don't you think they're confiscating balances one after another without any evidence?

Even the deposit was not refunded, so it seems to be a scam.

Dear Yuugado Team,

Thank you for your email. I have replied with some additional inquiries and am awaiting your response.