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.

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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.

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 nagatann,

As in a lot of similar previous cases, the casino team has provided me with certain information and evidence that raises valid questions, which may partially clarify their actions. However, despite my repeated requests, the casino team has not supplied the additional information and evidence necessary for me to conduct an independent and thorough assessment of the situation.

Consequently, we are currently unable to support the casino’s actions, and it appears that the confiscation of your winnings is unjustified at this time.

This lack of transparency does not align with the principles of fair practice that we strive to uphold to ensure a fair gambling environment for both players and operators.

As a result, we regret to inform you that we must close this complaint as Unresolved—Insufficient evidence from the casino.

I understand that this is not the resolution you were hoping for, but we believe that the decrease in the casino’s rating due to unresolved complaints may encourage them to reassess their approach. Should the casino choose to respond and resolve the matter, we will reopen your complaint and notify you via email. In the meantime, if you wish to pursue your case further, you may submit a complaint to the Curaçao Gaming Authority (CGA) via email at complaints@cga.cw. You may also find our article on How to submit a complaint to a regulator | Casino Guru helpful. Although the CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option.

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

Best regards,

Michal

Casino Guru