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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.

初回入金ボーナスを利用して運良くキャッシュになり、1週間ほど遊んで出金しようとKYCを提出したら認証完了されたので出金申請を出したら没収されました。

その際にボーナスの乱用など問い合わせる度に規約違反の理由を変えられて透明性に欠けているので出金出来るよう、また疑いが晴れるように協力していただきたいです。

詳細は10/12に登録し13日に入金プレイし、ボーナスで当たり賭け条件を達成しました。

その際スロットのみで遊びルール内でした。

そしてまだ遊び足りなかったのでキャッシュになったあと1週間ほどカジノを遊んでいまして、VIPランクの牡丹まで上がりました。Total50000ドルは賭けたと思います。

２回目の入金もしたかったので一度出金しようとすると本人確認が必要になっていたので、提出し28日に完了しました。

すると出金キャンセルのメールが翌日に来ていたので問い合わせをこちらからすると規約違反で全アカウント没収だと来ました。

全アカウントの意味が分からないので1アカウントしか持っていない旨を伝えて再度問合わせると規約違反3.12と具体的に提示されました。

ボーナス乱用は一切していないと回答すると今度は4.7に抵触すると提示されました。

VIPに上がるほど遊んでいるのにも関わらず出金の際に2倍以上賭ける必要があるとのことです。

全く噛み合わないので仲裁よろしくお願いします。

メールも添付します。

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.

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.

・はい、ボーナス中はルール内のベット上限を守りスロットのみプレイしました。

・賭けを終えた後はボーナス買い機能のあるスロットでボーナスを買ったり、スロットしたりして遊びました。VIP上位ランクまで上がる程に相当遊んでいたので、どのスロットを触ったかはカジノ側に提出してもらわないと把握しておりません。ライブカジノでは遊んでいません。

・VPNやソフトウェアは使用していません。

・私の家族は同じカジノで遊んでおりません。従って可能性はございません。

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 [email protected]. 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?

カジノ側にメールでそれを伝えましたが、提出していただけるかは分かりません。

カジノとの直接のやり取りは可能でしょうか？

A day has passed and no response from support.

１日経ってもサポートから返答がありませんでした。

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

That's what they say.

現段階では、これ以上の情報をお伝えすることはできません。

とのことです。

Please forward to me all communication you've had with casino customer support regarding this issue at [email protected]. Thank you for your cooperation.

I tried to transfer it, but was it successful?

転送しましたが出来ているでしょうか？

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 ([email protected]). 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 [email protected]

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.

日本では評価下がってもレビュー見れないので評価下がっても問題ないとして無視しているのでは？

以前は対応されていたサイトですよ。

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.

ご連絡が遅くなり申し訳ございません。

現在、担当部署へご登録アカウント（abe*******@gmail.com）の閉鎖理由について確認を行っております。

恐れ入りますが、いましばらくお待ちいただきますようお願いいたします。

Why are you responding so slowly?

Isn't that enough to deduct points?

なぜここまで対応が遅いんですか？

それだけでも減点ポイントではないんでしょうか。

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.

お返事が遅くなり大変申し訳ございません。

担当部署の判断により、アカウントを再開いたしました。勝利金もアカウントへ反映済みですので、ご確認いただけますと幸いです。

また、追加書類のご提出が必要となります。必要な書類の詳細については、弊社からお送りするメールをご確認ください。

この度は調査にお時間を要しましたこと、重ねてお詫び申し上げます。