HomeComplaintsYuugado Casino - Player's winnings have been confiscated.

Yuugado Casino - Player's winnings have been confiscated.

Amount: 3,005 ₮

Yuugado Casino
Submitted: 26 Jan 2025 | Resolved : 14 Feb 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Japan faced a confiscation of his balance after using a first deposit bonus, despite having fulfilled the required betting amount. He contacted the casino for clarification but did not receive a specific reason or further discussion on the matter. The Complaints Team intervened and communicated with the casino, resulting in the player's account being reopened and his winnings refunded. The player successfully completed a withdrawal and confirmed receipt of the funds. The issue was marked as resolved.

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Translation

Hello,

I was playing with my first deposit bonus on this site and my balance was confiscated.


Even after reaching out to the site for clarification, I wasn't given a specific reason for the issue. Although I have already completed betting twice the deposit amount as specified, they brought up their terms and conditions, and we have not been able to discuss the matter further.


I am unsure of what to do and would appreciate any assistance from the site administrator.

Automatic translation:
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Dear yumei21,

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 send me the link to the bonus you activated and played with? Was it a casino bonus, or a sports bonus?

What terms and conditions did the casino mention after you contacted them when your winnings were seized?

Could you please forward me the communication between you and the casino customer support regarding the confiscation of your balance? My email address is veronika.f@casino.guru. Alternatively, you may post screenshots here.

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

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Translation

I have replied to you by email. Thank you in advance.

Automatic translation:
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Thank you for your emails.

Did you play slot games, or did you make bets on sports?

Have your identity documents, including your payment method, been successfully verified during KYC?

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Translation

thank you for your reply.


I played a slot game.


The ID was successfully verified.

I also submitted payment methods multiple times, but the balance was confiscated during that exchange.


Automatic translation:
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Thank you very much, yumei21, 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.

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Hello there,

Thank you yumei21 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 were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

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Translation

Thank you to both Veronika and Peter.


Today I received an email from Yugado informing me that my account has been reopened and that my winnings have been refunded to my account.


I entered the site and proceeded to request a withdrawal.

I'm not sure if the money has arrived yet, but thank you so much.


Automatic translation:
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Thank you for the update yumei21. I was in contact with the casino representative and was told the same thing. Please let us know if your issue is resolved or if you require any further assistance. Thank you in advance!

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Translation

The withdrawal was completed and the money was received.

Thanks to Peter, Veronika and others.

Thank you very much to both of you.

Automatic translation:
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Dear yumei21,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter

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