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

As usual, I deposited funds using cryptocurrency at this casino and played. I won for the first time in a while, so I requested a withdrawal. At that time, my withdrawals were completed within one or two days, but this time more than a month has passed and the withdrawal has still not been processed. When I contacted support, I was only told that my request was "under review," and they did not explain what the review involves.

Furthermore, at the end of last year, my withdrawal request was suddenly canceled, and my account was locked without any notification, leaving me unable to log in.

Could you please assist me to be able to communicate with casino smoothly?

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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.

• What types of games did you play to accumulate your most recent winnings?
• Did you play with or without an active bonus?
• Have you passed the full KYC verification at this casino?
• When was the last time the casino communicated with you 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

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.

•I only played slot games. I did not play any live games and any sports bets.

•I played using a deposit bonus, and I have cleared the wagering requirements.

•I have successfully completed KYC verification. There were no additional requests.

•On January 7, I received an email stating that suspicious or fraudulent activity had been detected. However, I am not aware of any such activity and believe there may be a misunderstanding.

• Could you please specify which slot games you played while your bonus was active?
• Did you switch between different games while playing with the bonus?
• Did you use any software, tools, or external applications that could have influenced the outcome of the games during the bonus play?
• Could you please describe your gameplay style in more detail?

I played the following games: LIMBO, DazzleMe, and Sweet Bonanza.

Yes, I played several different games while the bonus was active.

No, I did not use any automated software or external tools.

I first played LIMBO and achieved a satisfactory win, so I then played DazzleMe in order to complete the wagering requirements.

After the bonus was converted into cash, I felt I had not played enough, so I continued playing Sweet Bonanza for a while.

Dear hiromajan

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 hiromajan,

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.

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 hiromajan,

The casino team has shared some information and supporting evidence with me that raises reasonable questions and may partially explain their actions. However, despite my repeated requests, they have not provided the additional details and documentation required for me to perform an independent and thorough review of the situation.

As a result, we are currently unable to support the casino’s actions, and the confiscation of your winnings appears unjustified at this time.

This lack of transparency is not consistent with the principles of fairness we aim to uphold in order to maintain a balanced and trustworthy environment for both players and operators.

Therefore, we regret to inform you that we must close this complaint as Unresolved — Insufficient evidence from the casino.

I understand this is not the outcome you were hoping for. However, the reduction in the casino’s rating due to unresolved complaints may encourage them to reconsider their position. If the casino chooses to respond and address the matter, we will reopen your complaint and notify you by email.

In the meantime, if you wish to pursue the case further, you may submit a complaint to the Curaçao Gaming Authority (CGA) at complaints@cga.cw. You may also find our guide, How to Submit a Complaint to a Regulator | Casino Guru, helpful. Although the CGA does not currently handle individual disputes between players and operators, they may still review the case for potential legal or regulatory violations. Should you decide to contact them, please feel free to let me know their response at michal.k@casino.guru.

I’m sorry I couldn’t be of more assistance on this occasion.

Best regards,

Michal

Casino Guru