Yuugado Casino - Player's winnings have been confiscated.

I received a bonus at this casino and played there.

Identity verification is complete. There is no history of withdrawals from the casino. This is my first withdrawal.

I won with the bonus portion and cleared the wagering requirements, so I played a bit more and then requested a withdrawal.

Then I received an email from the casino informing me that my winnings had been confiscated.

The reason was vague, so I contacted support and was told that the bonus was forfeited because the validity period had expired.

However, I started using the bonus as soon as it was distributed.

The terms and conditions clearly state that the bonus has a 30-day validity period.

When I pointed out the mistake, I was then told that I had exceeded the betting limit.

I had taken screenshots during the game, so I immediately knew that was a false reason.

When I told support about it, they made the excuse that they had mistaken me for someone else.

Is this a scam casino that makes up flimsy excuses to prevent withdrawals?

Would you be willing to speak with someone from Yugadou Casino?

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.

• Could you please send me a screenshot or a link to the bonus you activated and played with?
• What games did you play while your bonus was active?
• Could you please also send me a screenshot of your bonus history, showing the exact bonus your complaint is about?
• Also, kindly forward me the communication between you and the casino customer support regarding the confiscation of your winnings at veronika.f@casino.guru.

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

This is a screenshot of gameplay using the bonus feature.

I played a game called Limbo by Hacksaw Gaming.

There are no screenshots of the bonus history.

I have sent the correspondence with the casino. Please check it.

Thank you for your emails.

Please contact the casino’s customer support via email and ask them to provide you with your complete gaming history in Excel format, covering the period from the moment you activated the bonus until the moment your winnings were confiscated.

Once you receive the file, kindly forward it to me at veronika.f@casino.guru so that we can review it as part of the investigation.

Thank you for your cooperation.

Understood. I'll contact the casino's email support.

Separately, when I checked my account today, it was locked and I couldn't access the site.

I was surprised because I hadn't received any contact from the casino, and this happened so suddenly.

I am currently inquiring about this issue via email.

I received this email from Yugadou Casino. My account was suddenly closed.

Dear sitarik33,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Hello sitarik33,

I'm Michal, and I have taken over your complaint. I have reviewed the case, and I will contact the casino to obtain further clarification and evidence regarding the circumstances and see how I can assist in potentially resolving the matter.

I would also like to invite Yuugado Casino to join the discussion.

Dear Yuugado Casino,

Kindly provide any evidence supporting the alleged violation(s) of your Terms and Conditions that the player is accused of committing.

You may provide the relevant information and supporting evidence directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Dear Michal,

Thank you for your email.

I can confirm that we have received the complaint and the request for supporting information regarding the alleged Terms and Conditions violation.

At this stage, we are investigating the matter in cooperation with our responsible departments. We are reviewing the relevant information and will aim to provide a clear resolution and further update as soon as possible.

Thank you for your patience and understanding while we complete our review.

Kind regards,

Complaints Team

Yuugado Casino

Dear Yuugado Casino,

Thank you for the reply. When you're in a position to do so, please share the information and evidence regarding the Terms and Conditions violation the player is accused of committing, so I can review it independently.

Thanks in advance.