The player from Japan had won approximately $7,000 after his first deposit but faced confiscation of his winnings and account closure due to alleged fraudulent play after he requested a withdrawal. He was confused about the situation and had not received a refund for his initial deposit. The complaint was resolved after the player confirmed satisfaction with the outcome through the complaint resolution process. The resolution details were not specified, but the player marked the complaint as resolved and was encouraged to share feedback on the service.
Yuugado Casino - Player’s account has been closed and winnings confiscated.
Resolved
Our verdict
Case closed
Amount: 4,500 USD₮
Yuugado Casino
Safety Index:Below averageCase summary
Discussion
Public
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1 month ago
Translation
I made my first deposit and won about $7,000 playing games.
After that, I played around with the bonus purchase feature and my balance dropped to about $4,500, so I requested a withdrawal.
However, the withdrawal was not accepted for a while, and eventually I received an email saying that my funds had been confiscated and my account had been closed due to fraudulent play.
I don't understand what it means and I'm confused.
Even the deposit is not refunded.
Is this a scam casino?
Please investigate
Automatic translation:
Public
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1 month ago
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Public
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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Yuugado Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- Have you completed account verification in the casino in the past, or recently?
- What games did you play to accumulate your winnings in the casino? (which specific slots, live/table games, betting on sports)
- Did you achieve your winnings with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear shige,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Tomas
