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

Yugado offered a deposit bonus, so I deposited money, played and won.

I applied for a withdrawal on November 28th, submitted the necessary documents for account authentication, and waited over a month for the withdrawal, but on December 31st I suddenly received an email stating that the withdrawal had been canceled, and when I tried to log in it said my account had been locked.

On January 1st I received an email about a violation of the terms and conditions, and on January 2nd I received another email about fraudulent play.The email described events that I had no recollection of, and I was no longer able to log in to Yugado.

I would like to win the prize money somehow, so could you please help me?

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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.

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Kindly forward me the emails you received from the casino regarding the confiscation of your winnings at veronika.f@casino.guru.
• What types of games did you play while your bonus was active?
• Did you switch between different games during your gameplay?

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 played a slot game

Switched between different games during the game.

Thank you for your emails.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

My family doesn't play.

How can it be the same as an IP address?

No one is playing on the same smartphone.

I don't use a VPN. Also, Google Weather and other apps don't update their location information, so they may show the location you were at a few days ago, which may be different from your actual location due to their specifications.

But I don't use any apps intentionally.

Dear ippei17

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 ippei17,

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.

Is this being confiscated along with the other multiple complaints we've received over the past few weeks?

Did he get into some kind of trouble while just playing?

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.

Does the end of Japanese support mean that I will no longer be able to interact with Japanese casinos?

There is a concern that this will eliminate the deterrent effect on casinos from abusing their rights. What is your view on this?

Dear ippei17,

Please review this response Important: Japanese support will end on February 9, 2026

Dear ippei17,

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