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

Dear Casino Guru Team,

I would like to file a complaint against Yuugado Casino regarding the closure of my account and the confiscation of my balance amounting to $3,657 without a proper explanation.

I played at the casino on February 25, 2026. After that, my account was suddenly blocked without any prior warning.

Regarding KYC verification, I had already submitted the required documents, but the verification process had not yet been completed at the time my account was closed.

When I contacted customer support, I was informed that my account had been permanently closed following a "routine fraud check," and that my entire balance had been confiscated. However, the casino has refused to provide any specific details regarding the alleged violation.

They only stated that the decision was made based on their terms and conditions and that, for security reasons, they are unable to disclose further information. I find this response unacceptable and lacking transparency.

I have carefully reviewed the terms and conditions and I strongly believe that I have not violated any rules. I have not used multiple accounts, VPNs, or engaged in any fraudulent or abusive activities.

Despite multiple inquiries, the casino has failed to explain:

Which specific rule I allegedly violated

What exact actions were considered fraudulent

Any evidence supporting their decision

Additionally, the confiscation of my $3,657 balance without clear justification is extremely unfair, especially considering that I had already submitted my KYC documents in good faith.

I respectfully request Casino Guru to investigate this case and assist in resolving the matter by asking the casino to:

Clearly specify the reason for the account closure

Provide concrete evidence of the alleged violation

Return my confiscated balance if no valid violation can be proven

I am fully willing to cooperate and provide any additional documents if required to complete the verification process.

Thank you very much for your support.

Kind regards

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,

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?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the accusations raised against you? 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

Dear Tomas,

Thank you for your response and for looking into my case.

I would like to provide the requested information:

・I have been a player at the casino for approximately two months.

・The games I mainly played were live casino games, especially roulette, as well as slots, primarily from Pragmatic Play.

・Regarding my communication with the casino, I will forward the email correspondence to your email address (tomas@casino.guru) for your review.

Please let me know if any additional information is required. I am fully willing to cooperate in order to resolve this issue.

Thank you very much for your support.

Kind regards

Dear poppingseven,

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,

Tomas

Hello poppingseven,

I’m Michal, and I will be handling your complaint. I have reviewed your case and noticed that it is similar to several other complaints we have received in recent weeks regarding Yuugado Casino.

As you may have noticed, on https://casino.guru/yuugado-casino-review#tab=js-tab-reputation, several cases have been marked as unresolved because the casino was unable to provide supporting evidence for the alleged rule violations. This means the outcome of your case remains uncertain. Nevertheless, I will be reaching out to the casino to gain further clarity on this matter and to explore how we might assist.

We would like to invite Yuugado Casino to participate in this discussion.

Dear Yuugado Casino,

Could you please provide any evidence or documentation supporting the alleged violations of your terms and conditions that the player is being accused of? You may send this information directly to me via email at michal.k@casino.guru or through Teams for a independent review.

Thank you in advance.

Dear Casino Guru and poppingseven,

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 Casino Guru and poppingseven,

I hope this message finds you well.

Following a review by our relevant department, the account has been reactivated and the confiscation of the balance has been reversed.

We sincerely apologize for any inconvenience this may have caused.

Kind regards,

Complaints Team

Dear Yuugado Team,

Thank you for the positive update.

Dear poppingseven,

As per the casino team's response, your account has been reactivated and the confiscation of the balance has been reversed.

Please let me know once you can access the funds and if the matter have been resolved.

Dear Tomas,

Thank you for the update and for your assistance.

I can confirm that I am now able to access my account and that the balance is visible.

I will proceed with the withdrawal and inform you once the funds have been successfully received.

Kind regards

Dear Tomas,

I would like to confirm that I have successfully received the withdrawn funds and that the issue has now been fully resolved.

I sincerely appreciate your support and efforts in handling my case. Your assistance was very helpful throughout the process.

Thank you again for your help.

Kind regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear poppingseven,

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,

Michal

Casino Guru