Yuugado Casino - プレイヤーのアカウントは閉鎖され、出金はキャンセルされました。

I won the deposit offer that was announced in an email from Yugado, but my withdrawal was pending for over a month, and then I suddenly received an email saying that my withdrawal had been canceled, and when I tried to log in, my account was locked.

Even when I asked the reason through chat, they just kept asking me questions one-sidedly and ultimately decided that we weren't a match and immediately ended the chat.

I would like to withdraw money, so I would like to ask for CASINOGURU's help.

遊雅堂のメールで案内があった入金オファーで勝利し一ヶ月以上出金保留が続きいきなり出金キャンセルとメールが届き、ログインしようとするとアカウントロックされていました。

チャットで理由を聞いても一方的に質問をされ最終的に一致しないと判断されチャットをすぐに切られました。

出金したいのでCASINOGURUさんの力をおかりしたいです。

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 for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Do I understand correctly that you accumulated your winnings with an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I mainly played slot games.

Yes, the verification is complete.

I have made withdrawals many times so my memory may be mixed up, but I remember that I won on the deposit portion and did not use the bonus.

主にスロットゲームをプレイしていました。

はい、検証を完了しています。

何度も出金していて記憶が混ざっているかもしれませんが入金部分での勝利でボーナスは使用していないと記憶しています。

Thank you very much for your reply, gmpwJgmpw. 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 gmpwJgmpw,

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.

I sent a screenshot but haven't received it?

スクリーンショットを送っていますがメール届いていませんか？

Dear gmpwJgmpw,

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, Peter (peter.c@casino.guru). 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,

Kristina

Hello there,

Thank you gmpwJgmpw 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 the player's account was blocked and what we can do to help resolve this issue.

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 have tried to contact Yuugado Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter