Yuugado Casino - Player’s account is closed and withdrawal cancelled.

On December 16th, I received an email from this casino offering a 50% deposit bonus up to $100, so I deposited $200 and played slots.

I won the cash portion and my balance was about $2,400, so I requested a withdrawal.

The withdrawal took a while to arrive, and while I was waiting, I received an email on December 31st informing me that the withdrawal had been cancelled.

When I try to log in, my account is locked and I can't log in.

I registered with this casino about a year and a half ago, completed identity verification, and have made withdrawals many times.

I don't know why my account was suddenly locked and my withdrawal was canceled.

I would like your cooperation so that I can withdraw the money.

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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?

• Could you please tell me if you played other games too, like live casino, sports betting, etc.?
• When attempting to log in, do you receive any specific error message? Can you post a screenshot here?
• Have you tried contacting the casino regarding this issue?

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.

Let me know if you've tried other games like live casino or sports betting.

I think I've played at live casinos in the past, but not with this deposit.

Are you getting any error messages when you try to log in? Can you post a screenshot?

Have you tried contacting the casino about this issue?

I've attached a screenshot.

Thank you very much for your reply, daikikatada. Did the casino specify which rule you breached? Could you please forward all relevant correspondence between you and the casino 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.

No, they didn't tell me.

The only exchange is the content of the chat sent last time.

Dear daikikatada,

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,

Kristina

Hello daikikatada,

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.

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.

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 the player is being accused.

daikikatada, Casino Guru

I hope you are doing well.

Upon review, 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 confirmed by our department.

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

I have checked all the terms and conditions but none of them apply to me.

It is an unjust confiscation.

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 daikikatada,

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