Yuugado Casino - Player's withdrawal request is confiscated.

I was lucky enough to get some cash using the first deposit bonus, and after playing for about a week, I submitted my KYC to try to withdraw the money, and although the verification was successful, I submitted a withdrawal request, but it was confiscated.

At that time, every time I inquired about the abuse of the bonus, the reason for the violation of the terms and conditions was changed, and there was a lack of transparency, so I would like your cooperation so that I can withdraw my money and my suspicions can be cleared.

For details, I registered on October 12th, deposited and played on the 13th, won the bonus and met the wagering requirements.

At that time, only slots were allowed to be played within the rules.

And I still wasn't satisfied with playing, so I played at the casino for about a week after I got the cash, and I rose to the VIP rank of Peony. I think I bet a total of $50,000.

I also wanted to make a second deposit, so when I tried to withdraw the money, I was required to verify my identity, which I submitted and the process was completed on the 28th.

The next day, I received an email cancelling my withdrawal, so when I inquired about it, I was told that all my accounts had been confiscated due to a violation of the terms and conditions.

I didn't understand what "all accounts" meant, so I explained that I only had one account and inquired again, and they specifically stated that it was a violation of the terms of service, 3.12.

When I replied that I had not abused any bonuses, I was then told that this was in violation of rule 4.7.

Even though I've been playing enough to be promoted to VIP, I still need to bet twice as much when withdrawing money.

We are completely at odds, so please mediate.

The email is also attached.

Important notice:

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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.

Dear gmpJm467,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand your situation and assist you in this matter, could you please provide further details by answering the following questions:

• Am I correct in understanding that you played only slots while your bonus was active?
• Which casino games did you play after you finished wagering the bonus?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?

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

-Yes, during the bonus I only played slots while adhering to the bet limit set by the rules.

After placing my bets, I bought bonuses on slot machines with a bonus buying function and played slots. I played so much that I reached a high VIP rank, so I don't know which slots I played unless the casino submits the information. I didn't play in the live casino.

- No VPN or software is used.

・My family does not play at the same casino, so it is not a possibility.

Please request the casino to send you the gaming history in Excel format from the moment you deposited and activated the first deposit bonus, up to the moment your winnings were voided. Once you receive it, kindly forward the document to me at veronika.f@casino.guru. Thank you for your cooperation.

I have emailed the casino about this, but I'm not sure if they will submit it.

Can I deal directly with the casino?

A day has passed and no response from support.

At this stage, we are unable to provide any further information.

That's what they say.

Please forward to me all communication you've had with casino customer support regarding this issue at veronika.f@casino.guru. Thank you for your cooperation.

I tried to transfer it, but was it successful?

Dear gmpJm467

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 gmpJm467,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and 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,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me via email at michal.k@casino.guru

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.

In Japan, even if the rating goes down, you can't see the reviews, so maybe people just ignore it and think it's not a problem?

This is a site that was previously supported.

We apologize for the late reply.

We are currently checking with the relevant department to determine the reason for the closure of your registered account (abe*******@gmail.com).

We apologize for the inconvenience, but please wait a little longer.

Why are you responding so slowly?

Isn't that enough to deduct points?

I am very sorry for the late reply.

Following the decision of the responsible department, the account has been reopened. Your winnings have also been reflected in your account, so please check.

You will also need to submit additional documents. Please check the email we will send you for details on the required documents.

We would like to once again apologize for the time it took to investigate this matter.

I haven't received an email regarding the additional documents, and although I checked the website, I don't really understand them.

It seems that I cannot withdraw money unless I submit this, so could Casino Guru handle this for me until the end?

My account was restored, but now my KYC documents have not passed the review and I have not received the review email.

Of course, no withdrawals have been made.

This is extremely malicious, and I feel uncomfortable being treated in such an insincere manner.

Dear gmpJm467,

The KYC verification is a standard procedure in the industry that verifies the identity of the player. This crucial step must be completed prior to processing any payments. No licensed casino overlooks KYC, as it is mandated by regulations.

What documents were you asked to submit? Have you supplied valid documents for the KYC process? Kindly send me the documents for independent verification at michal.k@casino.guru

Of course, all the documents have been submitted.

I have also attached the proof in the email.

The reason it is puzzling is the order in which it was confiscated, after I had submitted various documents and received the confirmation email.

Don't you think it's malicious that they are still asking for new, incomprehensible documents even though all the authentication has been completed and the issue has been resolved in group?

So they're confiscating it without even asking for any additional documentation?

New additional documents, not expired documents

This situation can only be described as a harassing additional document to buy time.

Please explain why you are requesting these additional KYC documents while we reach a solution here.

Addendum.

I have attached screenshots of all KYC emails, including dates, to Guru's email.

After submitting all the necessary documents, they were confiscated, and after the dispute was resolved, additional documents were required.

It also says here that it will be sent by email, but unfortunately, I didn't receive an email unless I inquired about it, which is also dishonest.

I don't think I'm going to withdraw money.

Dear gmpJm467,

Thank you for sending the documents via email. I will continue with my discussions with the casino team.

Dear Yuugado team,

I look forward to your forthcoming updates.

Dear gmpJm467 and Casino Guru team,

We wanted to let you know that this case is being worked by our team. We’ll be sure to reach out as soon as we have any updates.

In the meantime, we really appreciate your continued patience and understanding.

Warmest regards,

Complaints Team

Today my withdrawal was cancelled again.

I wish they would stop it.

I don't understand it or anything.

I feel extremely uncomfortable about being unilaterally dragged into this situation.

Another thing is that my withdrawal was cancelled today and my account was locked again.

There is no notification by email.

This is despite the fact that I had reopened my account and submitted new required KYC documents.

I wish they would stop it already.

I think the fact that I was asked for documents that I don't understand, and then locked out again, causing the time to be extended, is enough to warrant a low rating, but I would like to hear Casino Guru's opinion.

To be honest, a rating of 9 is probably an exaggeration given all that has been done.

Dear gmpJm467,

Thank you for sharing your concerns. I completely understand your perspective and appreciate your patience. While we would also welcome a quicker and more streamlined resolution, please be assured that we are in ongoing and constructive communication with the casino team regarding your case.

A number of points required careful clarification, which understandably took some time. If we were to look strictly only at the casino rules, it is quite possible that your case would have already been dismissed, as the investigation uncovered some questionable elements. That said, at Casino Guru, we place strong emphasis on fairness and due process, and we believe that significant measures—such as account closure or confiscation of winnings—should only be taken when they are supported by clear, reasonable, and well-substantiated evidence.

That's why the casino team requested the additional evidence from you to clarify the previous concerns. It appears that certain points still remain not fully clarified, and I'm awaiting feedback from the casino team. I hope it will be addressed soon.

The account has been reopened at the discretion of the responsible department.

Even though the decision has already been made, they have locked my account again, without any reason, and they will only respond if I write a complaint to them. Isn't that already dishonest?

You also mention the submission of evidence, but shouldn't it be requested as soon as there is any doubt?

Even now, it is clear that Yuugado has not conducted a proper investigation, and the fact that they locked and confiscated the items at the stage of suspicion, and will not reconsider unless a complaint is filed with Casino Guru, is itself poor.

Despite this, it is unfair that there is still a possibility that we may be disadvantaged.

I believe this case has already entered the phase where the withdrawal will be processed without question and then the treatment will be decided.

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.

There is no way this will become an unresolved claim.

Casino Guru, have you been in contact with Yuugado?

1 week ago

Please rest assured that we are in constant and constructive communication with the casino team.

However, more than two months have passed and there has been no progress.

The longer the delay, the less fresh the evidence of confiscation becomes, and I cannot believe that the evidence is highly credible or accept it.

Please also let us know your thoughts on this evidence.

It seems you haven't responded in time, are you going to leave this open?

Please let me know how Guru responded.

Furthermore, if this issue is left unresolved, it will become extremely malicious.

Include a warning.

I hope that such malicious casinos will be eliminated from the entire casino industry.

Dear gmpJm467,

I hope you are doing well. As you can imagine, during the Christmas and New Year period, not all departments are operating at full capacity. We understand that waiting can be frustrating, and while we are currently unable to provide a definitive decision on your case, we want to ensure it is handled properly. Some additional aspects came to light that shed a different light on the entire situation. To allow additional time for us to completely assess the situation, I will be extending the deadline by seven more days.

You are free to submit a complaint to the casino's licensing authority in the meantime.

Some new aspects have also come to light that shed new light on the whole situation.

But doesn't the player have a right to know?

Dear gmpJm467,

It is standard practice across the industry not to disclose sensitive and investigation-outcome-type material to involved players, as doing so could compromise security measures or enable future misuse.

This kind of information and evidence is shared only with the appropriate authorities or established and reputable mediation services for an independent mediation process, as you did when you submitted a complaint on our complaint forum.

At the moment, I can only ask you to remain patient as we work through it.

As mentioned earlier, you are also welcome to submit a complaint to the casino’s licensing authority or any other relevant authority in your jurisdiction if you feel it could be helpful.

Dear gmpJm467,

I have just returned to the office following the Christmas and New Year break and have contacted the casino team once again. I understand that this matter has been ongoing for some time, and I appreciate your patience. The circumstances have developed in a way that was not initially anticipated.

At present, I am unable to provide a conclusive decision, as I am still awaiting further clarification from the casino team regarding the additional verification of your account, which led to the repeated closure of your account.

I look forward to sharing more information with you soon.

In the meantime, you may wish to consider contacting the casino’s licensing authority, as they are ultimately able to issue a final and binding decision, regardless of the outcome of this case.

Dear gmpJm467,

We apologize for the time it takes to confirm.

After an investigation by the relevant department, we found violations in accordance with Articles 4.7 and 3.12 of the General Terms of Use, and have therefore closed the account again.

These actions violate our fair play policy and the account in question will be permanently closed, and this action is final.

We regret to inform you that we are unable to provide any further assistance.

The same thing was said last time and the account was unfrozen once.

It is puzzling that it has taken so long since the last unfreezing to reach a similar ruling, and the response is sloppy. Furthermore, I have no idea about the violation of the terms of service, so this is a one-sided accusation. Can you provide evidence?

The current situation is that no evidence has been presented for several months, so we would like Casino Guru to take an objective look at the situation and give us their opinion on Yuugado.

Another thing is that I frequently receive emails about bonuses from Mystino, which is the same company as Yuugado.

If you deposit money and play, it will probably be confiscated for the same reason.

What do you think about the fact that the same company continues to send me information even though Yuugado claims that this is a violation?

Also, is this behavior acceptable? What is your opinion, Guru?

Dear gmpJm467,

I have been in contact with the casino team regarding your case, including communication outside of this thread. The casino team has shared certain information and evidence that raises some legitimate questions, and their actions may be partially understandable. However, despite multiple requests, the casino team has not provided the additional information and evidence required for us to independently and comprehensively assess the situation.

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

This lack of sufficient transparency does not align with the principles of fair practice that we aim to uphold in order to maintain a fair gambling environment for both players and operators.

I have once again urged the casino team to provide clear and substantiated evidence to support the allegations made against you. Should the casino team fail to do so, I will be compelled to close the case as unresolved, which would negatively impact the casino’s safety index rating.

Dear Yuugado Team,

I am awaiting your response to my inquiries, along with the supporting evidence that substantiates the rule violations you have alleged against the player.

It's not that they don't provide evidence, it's that there is no evidence.

I have not violated any rules, and I have been able to withdraw $9,000 from other casinos this month, and I have no problems with any casinos other than Yugado Casino. I also have evidence of that withdrawal.

Since a ruling of unjust confiscation has been made, we strongly urge Yuugado Casino to promptly unfreeze and withdraw the funds.

We would like to thank Casino Guru for their patient pursuit and ask for your continued cooperation in recovering our funds.

Yugado Casino

You told me that this was a violation of our fair play policy, but you overturned that claim and it became public knowledge that your confiscation was a violation of the rules.

If you first mention fair play policy, we strongly request that you withdraw funds in accordance with fair play policy.

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.

It is unacceptable that the matter remains unresolved after waiting this long and a ruling has been made that there was a violation of the fairness rules.

If they don't get their money back, we will not just lower their rating, but we will also demand that their license be revoked and that the entire casino industry be severely punished.

I still received this reply by email yesterday and the funds have not been refunded.

It is clear that Yuugado has violated fairness rules, and the refund of funds is based on a rational decision, but the fact that they have responded in this way makes it highly likely that they are a malicious fraudulent casino, and it is unacceptable that they continue to suffer in silence while the matter remains unresolved.

It's puzzling that it has such high ratings, and I hope it will be driven out of the entire casino industry.

Dear gmpJm467,

I hope this message finds you well. I have been in communication with the casino team; unfortunately, there have been no new developments to report.

As I previously mentioned, the casino has provided certain information and evidence that raises valid questions, which may partially clarify their actions. However, despite our repeated requests, the casino team has not supplied the additional information and evidence necessary for us 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 sincerely apologize for not being able to provide more assistance on this occasion.

Best regards,

Michal

Casino Guru