Yuugado Casino - Player's account has been closed and funds confiscated.

I received an email from this casino offering me a $150 bonus if I deposit $200 or more.

I used it to deposit $200 and play slots.

I was able to win the cash portion and requested a withdrawal of about $5,000.

Suddenly, the withdrawal was cancelled and my account was locked.

When I contacted Life Support, I was told that in accordance with the terms and conditions, my balance would be confiscated and my account would be suspended indefinitely.

KYC has been completed at this casino and I have made withdrawals there before.

They didn't tell me which terms and conditions I violated, and I don't understand why they confiscated my funds, so I would like you to help me withdraw them.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Mm7mtm7,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Yuugado Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino?
• Could you please provide the email in which this bonus was offered?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Thank you very much, Mm7mtm7, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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.

Hello Mm7mtm7,

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 Casinoo 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 can send the information and evidence to me via email at michal.k@casino.guru

Currently, ce***** 4@gmail.com We are currently checking with the relevant department regarding the violation of the terms and conditions of the account you registered.

We apologize for the inconvenience, but please wait a little longer.

Yugado

Dear Yuugado Casino,

Thank you for your reply. I am hopeful that we can clarify/address the situation shortly. I look forward to receiving your more detailed response.

Dear Mm7mtm7,

I'm discussing your case with the casino team, even outside of this thread. Please forward me all the documents you have provided to the casino for the KYC verification at michal.k@casino.guru

The documents submitted to the casino have been sent to the email address you provided.

Please confirm

Dear Mm7mtm7,

I confirm that I have received your email with the document successfully. Could you kindly confirm whether any of your family members or friends registered an account with Yuugado Casino? If so, did you happen to play at the casino simultaneously from the same location, possibly during a visit?

I sometimes play on the train, so simultaneous logins do happen in public places, but usually simultaneous play doesn't happen at home.

It's possible that my friend plays Yuugado, but I've never played with him.

I'm the only one registered in my family.

Dear Mm7mtm7,

Thank you for your reply. I will proceed with my discussions with the casino team and strive to identify a possible resolution. An update will be shared as soon as it is available.

I apologize for taking time to check.

The investigation is ongoing and we will contact you as soon as we have any information.

We ask for your patience for a little while longer.

Dear Yuugado Casino Team,

Thank you for your follow-up. I have responded to your messages with some additional questions and look forward to your reply.

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.

I was asked to submit identification other than my driver's license at Yugado Casino, so I created a new passport and submitted it.

However, I received an email informing me that my account had been closed.

I think it's strange that my account was closed without any convincing explanation, even though I spent a lot of time and money creating a passport.

Yugado Casino please explain this matter

Dear Yuugado Casino Team,

Could you kindly clarify your recent actions?

We have asked Yuugado Casino to reply to Casino Guru.

Please respond honestly

I apologize for the late reply.

Your account has been reopened at the discretion of our department. Your winnings have also been credited to your account, so please check. You will also need to submit additional documents. Please check the email we will send you for details on the required documents.

We would like to once again apologize for the time it took to investigate this matter.

Dear Mm7mtm7,

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.

I was asked for new documents and submitted them.

Yuugado Casino is currently under review.

Dear Mm7mtm7,

Thank you for the update.

Dear Yuugado Casino,

I'm looking forward to your 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.

I have submitted the documents requested by Yuugado Casino and am waiting for the review, but my account has been locked again.

I have not received any contact from Yuugado Casino.

There is no reply to emails either.

We ask Yugado Casino for an explanation.

Dear Mm7mtm7,

I hope you are doing well. As you can imagine, during the Christmas and New Year period, not all departments are operating at full capacity. We understand that waiting can be frustrating, and while we are currently unable to provide a definitive decision on your case, we want to ensure it is handled properly. Some additional aspects came to light that shed a different light on the entire situation. To allow additional time for us to completely assess the situation, I will be extending the deadline by seven more days.

You are free to submit a complaint to the casino's licensing authority in the meantime.

What do you think about Casino Guru locking the account again and confiscating the winnings after unlocking the account and returning the winnings?

The response has been changing so much that it doesn't seem like a highly rated casino.

Dear Mm7mtm7,

I have just returned to the office following the Christmas and New Year break and have contacted the casino team once again. I understand that this matter has been ongoing for some time, and I appreciate your patience. The circumstances have developed in a way that was not initially anticipated.

At present, I am unable to provide a conclusive decision, as I am still awaiting further clarification from the casino team regarding the additional verification of your account, which led to the repeated closure of your account.

I look forward to sharing more information with you soon.

In the meantime, you may wish to consider contacting the casino’s licensing authority, as they are ultimately able to issue a final and binding decision, regardless of the outcome of this case.

Dear Mm7mtm7,

We apologize for the time it takes to confirm.

After an investigation by the relevant department, violations of Articles 4.7 and 3.12 of the General Terms of Use were confirmed, and the account in question has been closed again.

These actions violate our fair play policy and the account in question will be permanently closed, and this action is final.

Please understand that we cannot provide any further assistance.

I have no idea what's wrong with that at all?

What kind of violations can be asserted even though the KYC verification has been passed and the newly requested identity verification documents have been submitted?

As you said, I got a passport.

To be honest, I would like not only my winnings back, but also the time and money it took to get my passport.

Dear Mm7mtm7,

I have been in contact with the casino team regarding your case, including communication outside of this thread. The casino has shared certain information and evidence that raises some legitimate questions, and their actions may be partially understandable. However, despite multiple requests, the casino team has not provided the additional information and evidence required for us to independently and comprehensively assess the situation.

As a result, we are currently unable to support the casino’s actions, and at this stage, the confiscation of your winnings appears to be unjustified.

This lack of sufficient transparency does not align with the principles of fair practice that we aim to uphold in order to maintain a fair gambling environment for both players and operators.

I have once again urged the casino team to provide clear and substantiated evidence to support the allegations made against you. Should the casino team fail to do so, I will be compelled to close the case as unresolved, which would negatively impact the casino’s safety index rating.

Dear Yuugado Team,

I am awaiting your response to my inquiries, along with the supporting evidence that substantiates the rule violations you have alleged against the player.

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 Mm7mtm7,

I hope this message finds you well. I have been in communication with the casino team; unfortunately, there have been no new developments to report.

As I previously mentioned, the casino has provided certain information and evidence that raises valid questions, which may partially clarify their actions. However, despite our repeated requests, the casino team has not supplied the additional information and evidence necessary for us 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 sincerely apologize for not being able to provide more assistance on this occasion.

Best regards,

Michal

Casino Guru