Yuugado Casino - Player's account was closed after the deposit.

After depositing money into my account, it was locked, and my balance was essentially stolen.

I haven't played any games or done anything else—I just made a deposit.

I would like a refund of $500.

Dear KARASHI,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Am I correct in understanding that you made only one deposit into your account?

Have you submitted any identity documents to your account before you made your deposit?

Have you received any email or other notification explaining why your account was blocked?

Did you contact customer support after your account was blocked?

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

I submitted this before making the deposit and my identity was verified.

I have only made one deposit and have not played.

I contacted customer support and they told me it was a violation of their terms and conditions.

Please forward me the communication between you and the casino customer support after your account was blocked at veronika.l@casino.guru. Has the support agent specified which rule you allegedly broke?

I sent it by email!

Thank you in advance🙇

Thank you very much, KARASHI, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you KARASHI for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Yuugado Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their refund.

Thank you!

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.

I feel it is unfair to deposit money and then confiscate $500 without even playing. I would like the balance returned.

If I don't get a reply, can I post again on Vera & John Casino?

I feel frustrated that they just took my money.

Dear KARASHI, I am in contact with the casino representatives and was told your account was closed due to fraudulent activities. I am awaiting further clarification on this so I will keep you updated about any new developments. Thank you for your patience during this time!

When it comes to your issue with Vera & John Casino you can file another complaint with us and one of our complaint specialists or even me will assist you with it separately. Thank you for your understanding!

Dear KARASHI, Unfortunately, the casino representatives have not responded to my inquiries, so I am forced to close the complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter