Yuugado Casino - プレイヤーの賞金は没収されました。

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.

こんにちは。

こちらのサイトで初回入金ボーナスの1回目のボーナスで遊んでいたところ、残高の没収をされました。

サイト側に問い合わせしても具体的な問題を言われず、入金額の2倍のベットも完了しているにも関わらず、それらの利用規約を出されて話し合いができておりません。

どうすれば良いのかわからず、こちらの管理人さんにお力を貸して頂きたいです。

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

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

メールにて返信しました。よろしくお願いします。

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?

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.

返信ありがとうございます。

スロットゲームをプレイしました。

身分証明書は正常に確認されていました。

支払い方法も何度か提出しましたが、そのやり取り中に残高が没収されました。

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.

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!

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.

Veronika,Peterのお二方ありがとうございます。

本日遊雅堂さんから、アカウント再開と勝利金がアカウントへ返金されたとメールが届きました。

サイト内に入り出金依頼まで進みました。

まだ着金するかどうか不明ですが、ここまでありがとうございます。

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!

The withdrawal was completed and the money was received.

Thanks to Peter, Veronika and others.

Thank you very much to both of you.

出金が完了され着金しました。

Peterさん、Veronikaさんたちのおかげです。

お二人とも本当にありがとうございました。

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