Yuugado Casino - Player's account is closed and withdrawal is delayed.

I have had issues with this casino before, but this time they refused to withdraw my money.

I have withdrawn money many times before, but this time I had to wait a long time, and then the withdrawal was canceled and my account was locked.

No further explanation was given by the casino.

I have not done anything that violates the terms of use.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you accumulated your winnings with or without a bonus?
• What types of games did you play to win the money you requested for withdrawal?
• Have you passed the full KYC verification at this casino?
• Have you received any emails from the casino regarding the closure of your account?

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

Best regards

Veronika

I used the bonus to play the game.

I only played the slots. They were introduced as popular machines at Yugado Casino.

Yes. I have passed KYC verification before and have withdrawn money many times. My playlist is the same as when I withdrew money before.

I only received an email stating that my withdrawal was cancelled, and when I inquired, I received an email stating that my account was closed.

Please send me a link or a screenshot of the bonus you activated and played with.

Kindly specify the games you played while the bonus was active.

Also, please forward me all the communication between you and the casino customer support regarding the cancellation of your withdrawal and the closure of your account at veronika.f@casino.guru. I appreciate your cooperation and patience.

The bonus I used was the one I received via email.

I played a slot game.

I remember playing LIMBO and Sweet Bonanza.

Your correspondence with the casino has been forwarded to the email address you provided.

Dear nakaji

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,

Veronika

Hello nakaji,

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 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.

Mr. Nakaji, Mr. Casino Guru

I hope you are doing well.

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.

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 was just playing as usual.

I have withdrawn money many times, so why did this happen only this time?

We request that you provide the reason and evidence of the fraudulent activity you claim.

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 nakaji,

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