Yuugado Casino - Player's withdrawal request is delayed.

I requested a withdrawal from this casino on February 2nd, but it has been continuously denied.

I have already completed KYC verification and have a history of successful withdrawals.

The casino claims their provider is investigating due to the high amount, but $400 is not even considered a large sum.

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 specify what games you played to accumulate the most recent winnings that you've been trying to withdraw?
• Have you accumulated these winnings with or without a bonus?
• Has the casino specified how long the investigation of your gameplay should take?

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

・Unknown

・Unknown

・No specific explanation provided

Hello andandjonnyx,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

An emergency has occurred. account has been locked, and you can no longer access remaining balance.

Please take immediate action.

Please forward the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru. Also, it would be really helpful if you remembered the games you played and the bonuses you took so that we could decide on the next step of the investigation.

Cannot be submitted. Please call the casino representative immediately.

Thank you for your message.

Please understand that in order for us to investigate your case and contact the casino, we need to have at least the basic information about the situation. Unfortunately, the answers you previously provided do not give us enough details to proceed with the investigation.

At the moment, we are still missing several important pieces of information, specifically:

• the games you played to accumulate the winnings,
• whether the winnings were obtained with or without a bonus,
• and the communication between you and the casino regarding the denied withdrawal and the account closure.

Please also note that our Complaint Resolution Centre acts as a mediator between players and casinos. We are not able to call casino representatives or investigate cases without the cooperation of the player and the necessary details about the issue.

Kindly provide the requested information and forward the communication with the casino to veronika.f@casino.guru so that we can review the situation and decide on the next steps.

If we do not receive the required information within the next few days, we may unfortunately have to close the complaint due to insufficient details.