Yuugado Casino - Player’s account is closed and funds are confiscated.

I signed up with Yuugado Casino earlier this month and used the first deposit bonus to play some games.

After clearing the wagering requirements and having a balance of about $9,600, I requested a withdrawal.

I completed KYC authentication before playing and received a confirmation email from Yuugado Casino.

When I applied for withdrawal, I received an email about the additional KYC documents required, but I submitted them all.

I found out that my account was locked, so I asked for more details via live chat and was told they would respond by email.

A subsequent email was sent stating that after reviewing the documents I had submitted, I had found that I had used false information, so my account would be closed indefinitely and my remaining balance would be confiscated.

This was despite the fact that I had received an email confirming my account was verified before I played.

This appears to be a malicious attempt to confiscate my balance. Could you please look into this matter? Thank you.

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Dear ayayan,

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 which games you focused on - slots, live casino, sports betting, etc.?  
• Could you please provide clarification regarding the specific inaccuracies that were identified? 
• Is casino communicating with you?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

・I only play slot games

・I received an email from Yuugado Casino stating that my registration information was false, but I have not lied about anything.

- They reply to emails and chats, but they won't let me discuss the matter, saying that the account closure is final.

Dear ayayan,

thank you for your reply.

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

Your communication with the casino has been sent.

I hope the casino can clear up the misunderstanding. Thank you in advance.

Thank you very much, ayayan, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@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.

Hello ayayan,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Yuugado Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Are you able to provide us with any evidence related to the reason of the account closure and forfeiture of funds? Thank you in advance for providing us with your view of the issue.

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.

We are currently checking with the relevant department regarding the violation of the terms of use for the account registered at se******@gmail.com.

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

Dear casino representative,

thank you for your response. We will be awaiting the results of your internal investigation. You can also contact me at martin.l@casino.guru

Dear ayayan,

since this case involves verification procedures, you can also send the verification documents you provided to the casino to my email address displayed above - please note this is the only email address I use. This way we can expedite the process and facilitate the communication between you more effectively if the need arises.

Understood.

I will send the KYC documents to the specified email address, so please check them.

We apologize for the long wait.

After an investigation, the department in charge confirmed that a violation of Article 4.7 of the Terms of Use had occurred, and therefore the account has been closed. We regret to inform you that the account cannot be reopened.

Terms of Use: https://play.verajohn.com/en/about/terms-and-conditions

I have forwarded Martin my latest communication with Yugado Casino and would like him to investigate whether this action is appropriate. Thank you.

I checked the timeline and was informed that the initial account closure was due to a violation of the terms of service by providing false registration information.

To refute this, I asked Casino Guru to investigate, and received an email from Yuugado Casino asking me to submit a new form of identification other than my My Number card.

I currently don't have any identification other than my My Number card, so I'm currently in the process of getting a passport.

However, Yuugado Casino did not wait and decided to close the account again after a violation of Article 4.7 of the Terms of Use was confirmed.

First of all, it takes time to create a new ID.

I'm surprised the account was closed again without waiting for that to happen.

Furthermore, the closure of my account for a different reason than the initial account closure (Article 4.7 of the Terms of Use) leaves me with strong doubts as to whether this is an unjust account closure and confiscation of my balance.

There has been far too little explanation, so I would like to ask Yuugado Casino to provide a satisfactory explanation, or if they cannot, to reinstate my account.

Dear casino representative,

thank you for your response. Please provide us with reasoning and evidence regarding the account closure, especially concerning the validity of the documents. You can send this information to my email at martin.l@casino.guru.

I would also like to advise you to undertake a verification call. I believe any unanswered question could be addressed this way.

Dear ayayan,

thank you for your continued cooperation here and through our email correspondence. Please send the photo of your new passport - when you obtain it, to the email address above. That is the only email I use.

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 ayayan,

we are extending the timer again, as we want to explore some other ways to re-establish contact with the casino. If there are any new developments on the matter, please keep us updated.

I apologize for the late reply.

We would like to inform you that the account has been reopened at the discretion of the responsible department.

Your winnings have also been reflected in 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 casino representative,

thank you for your response. Does this mean the matter is effectively closed on your side and you only require a standard verification procedure? In case there is any additional information relevant to this case, please let me know here or at martin.l@casino.guru

Dear ayayan,

are you now able to proceed with the verification process? In case you require any help, please let me know which documents are required from you. That way we will be able to assist you to the best of our abilities.

We have received a request from Yugado Casino for additional documents, and are currently working on them.

I was currently inquiring with Yuugado Casino about the details of the additional documents, but I received another email informing me that my account had been locked and suspended indefinitely.

I'm confused because I've had to lock and reactivate my account multiple times.

We ask Yugado Casino to explain the situation.

Dear ayayan,

thank you for your continued cooperation.

Dear casino representative,

please give us more information on the case? Why was the player's account suspended again? Please provide us reasons behind the suspension at martin.l@casino.guru.

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 apologize for the late reply.

We are currently checking with the relevant department to find out why the account was closed again.

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

Dear casino representative,

thank you for the update. We appreciate you checking internally, however, given the repeated account closures, we kindly ask you to clarify the exact reason for the latest suspension once confirmed, and whether the player is currently able to proceed with verification. We will await your explanation.

Dear ayayan

I apologize for taking time to confirm.

After an investigation by the relevant department, we found violations in accordance with Articles 4.7 and 3.12 of the General Terms of Use, and have therefore closed the account again.

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

We regret to inform you that we are unable to provide any further assistance.

Dear casino representative,

thank you for your response. Please provide me with evidence of the player's wrongdoing at martin.l@casino.guru.

This case has been opened for two months and I believe it is time to move forward. In case you are unable to provide the requested evidence, please let me know so we can close this case accordingly

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.

Why is there suddenly no response?

Does this mean that Yuugado Casino has admitted that it is a fraudulent casino?

Dear ayayan,

thank you for your message. We are currently reviewing the situation, as the casino has still not provided the requested evidence or a clear explanation supporting the repeated account closures.

We will now determine the next steps on how the complaint will be concluded. I will update the case accordingly next week.

Dear ayayan,

As the casino has repeatedly failed to provide any concrete evidence supporting the account closure and confiscation of funds, despite multiple requests and extended timeframes, we are unable to confirm that this action was justified.

For this reason, the complaint will be closed as unresolved due to insufficient evidence from the casino.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to advise you to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at martin.l@casino.guru