Yuugado Casino - プレイヤーのアカウントが予期せず停止されました。

I won using a bonus at Yugadou Casino, but after requesting a withdrawal, I didn't hear anything for about three days, so I inquired and was told it was under review. A few days later, I received an email saying the withdrawal was canceled, but when I tried to log in, my account was locked.

I have withdrawn funds twice in the past, and I cannot accept this sudden account suspension. I would like to recover my winnings, so I would appreciate your cooperation.

遊雅堂カジノでボーナスを使用して勝利したのですが出金申請をして3日ほどたち連絡がないので問い合わせると審査中と連絡があり、数日たちメールで出金キャンセルとなっていたのでログインしようとするとアカウントロックになっていました。

出金は過去に二度しており突然のアカウント凍結は納得できませんので勝利金を取り戻したいので協力お願い致します。

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.

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 send me a link or a screenshot of the bonus you activated and played with? Where did you find this bonus? Was it available on the casino website, sent to your email inbox, or found on a third-party website offering casino promotions?
• Have you received any emails from the casino explaining why your account was blocked?
• What types of games did you play while the bonus was active?

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

Could you send me the link or screenshot of the bonus you activated and played? Where did you find the bonus? Was it available on the casino's website, was it sent to your email inbox, or did you find it on a third-party website offering casino promotions?

I found a deposit bonus when I logged into the site.

I didn't receive an email.

Did you receive an email from the casino explaining why your account was blocked?

I received the email, but I can't view it because I need to log in.

What games were you playing during the bonus validity period?

I played a slot game.

アクティベートしてプレイしたボーナスのリンクやスクリーンショットを送ってもらえますか?そのボーナスはどこで見つけたの?カジノのウェブサイトで入手可能だったのか、メール受信箱に送られていたのか、それともカジノプロモーションを提供する第三者のウェブサイトで見つかりましたか?

サイト内にログインしたら入金ボーナスがありました。

メールはなかったです。

カジノからアカウントがブロックされた理由を説明するメールは届きましたか?

メールは届いてるのですがログインが必要で見れない状況です。

ボーナスが有効期間中にどんなゲームをプレイしていましたか?

スロットゲームをプレイしました

Hello gmpwtj698,

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

Dear gmpwtj698,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

Thank you very much for your patience, gmpwtj698. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear gmpwtj698,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru