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

Following on from what happened with Regal Casino two years ago, we have some unfortunate news.

I had been playing at Yuugado Casino for over two years, but my account was suddenly confiscated and frozen due to multiple accounts.

I have no idea about this at all, and since I was also doing affiliate marketing for Yuugado, I don't even know what it is.

The bonus I used on 12/9 has been confiscated.

In the most recent timeline, the withdrawal was completed on 11/25, and then suddenly on 11/27, I received a notification of additional authentication.

This has been submitted and completed.

I played again on 12/9, but it was on hold for a long time and was confiscated today.

More details will be sent via email with screenshots.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Do I understand correctly that you created a regular player account to play on the website?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Do I understand correctly that you provided documents to verify your player account, and they were approved?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

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.

Am I correct in understanding that you have created a regular player account to play on the website?

⇒Yes, I created an account to play on my smartphone.

Is it possible that your family or someone using the same IP address has created an account at this casino?

⇒That's not possible. IP addresses may overlap in the case of smartphones, but this is not possible for family members.

Can you tell us which games you focused on - slots, live casino, sports betting etc?

⇒Slots only.

Am I correct in understanding that you submitted the documents to verify your player account and it was approved?

⇒Yes, I have submitted my account multiple times and it has been approved each time. I only made a deposit and played after it was approved, so there is no possibility that I have multiple accounts.

Thank you very much for your reply, minaryo. Could you please forward all relevant correspondence between you and the casino, as well as any other supporting evidence to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I submitted it.

Dear minaryo,

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, Peter (peter.c@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.

Kind regards,

Kristina

Hello there,

Thank you minaryo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Yuugado Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and winnings were confiscated.

Thank you!

minaryo, Casino Guru

I hope you are doing well.

The account has been closed due to fraudulent activity as outlined in Terms of Service 3.12, Terms of Service 5.1.4 and Terms of Service 2.1.3.

As a result, your withdrawal request has been rejected and all of your withdrawal request amount and remaining balance have been confiscated.

Thank you very much for your cooperation.

Complaints Team

Thank you for the update Yuugado Casino representative. Would it be possible to provide me with evidence of the fraudulent activity? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

I am also an affiliate of Yuugado, so any duplication is a mistake.

There should be no violation under the circumstances.

minaryo, Casino Guru

We would like to inform you that we are currently checking your question with our relevant team.

We will contact you as soon as we have confirmed the details. We appreciate your understanding and cooperation until then.

Thank you very much for your cooperation.

Complaints Team

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 minaryo,

I have tried to contact the Yuugado Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.cw) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter