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

I won at Yugado Casino, but my account was locked and my funds were confiscated.

There is no detailed explanation from Yuugado Casino.

I was told about this casino by my twin brother, who also seems to have had his account locked, so it's possible that the casino is making some kind of mistake.

My brother also told me about Casino Guru.

Please help me to solve this problem

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Dear yasuyan,

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.

• Could you please advise whether your brother had an account at Yuugado Casino as well?
• If so, are you living in the same household?

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 G.

My brother also has an account with Yugado Casino.

We live separately.

Not from the same household

I have been able to withdraw money many times before, so this has suddenly happened and I am in trouble.

Dear yasuyan, thank you for your response. Could you please advise whether you have passed the KYC verification before your account has been closed?

Thank you in advance for your reply.

Yes, I passed the KYC verification about six months ago.

There are also withdrawal records at Yugado Casino

Dear yasuyan,

Thank you for your response.

Could you please forward your correspondence with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here

Additionally, have you accumulated your winnings with or without an active bonus?

Thank you very much in advance for your reply.

Best regards,

Attila

I have forwarded the email. Please check it.

Once the bonus is distributed, it will be activated automatically after you make a deposit.

I play like that every time

I remember that this time it was a win in the cash portion.

Dear yasuyan,

Thank you for your response.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Thank you very much in advance for your reply.

Best regards,

Attila G.

This time I only played slots.

There is no live casino or sports betting available.

No, we do not use any such tools or software.

Dear yasuyan,

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.

Kind regards,

Attila

Hello yasuyan,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and it seems similar to the multiple other complaints we received in recent weeks about Yuugado Casino.

I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to Yuugado Casino to participate in this discussion as well.

Dear Yuugado Casino,

I'm looking forward to the information and evidence you can share with us regarding the alleged violations of your terms and conditions, of which this player is also being accused.

I understand that Casino Guru is no longer supporting Japanese, but will you continue to handle this complaint?

Do I have to write in a language other than Japanese?

Dear yasuyan,

Our company language is English; however, to my knowledge, our system should still be easily capable of translating foreign languages into English. You are certainly welcome to respond in English, but if you prefer to use your native Japanese language, that should not pose any problems.

That said, there is currently no need for you to respond in the complaint thread. The responsibility for providing information and evidence lies with the casino team. Nevertheless, based on our recent experiences, the casino team has struggled to provide adequate evidence to support their decisions in several similar cases, which leads me to believe that the outcome of your case may be comparable.

Regardless, the casino team still has the opportunity to justify their decision or reconsider their position. Let’s remain optimistic.

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 yasuyan,

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