Yuugado Casino - Учетная запись игрока была неожиданно заблокирована.

Last night, I requested a withdrawal of 20,000 yen, but my account was suddenly closed, even though I still had about 10,000 yen in cash. I contacted customer support, but I haven't received a reply yet.

昨晩、日本円で2万円出金申請したが、いきなりアカウントが閉鎖され、キャッシュ残高も1万円程あるにも関わらず閉鎖された。カスタマーサポートに連絡したが返信がまだ来ない。

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.

Dear KENZOx888,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation.

• Did you pass the verification before you lost access to the account?
• Could you please let me know how long you were a player at the casino (date of registration) and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Identity verification had been completed.

I registered about six months ago.

My account was blocked on May 23rd, 2025, when I submitted my withdrawal request.

I won on a sports combo bet using a deposit bonus, and then, to meet the wagering requirements, I made another combo bet and gained a cash balance. I then used that cash balance to play blackjack and won some winnings.

本人確認は完了していました。

登録は半年程前になります。

アカウントがブロックされたのは出金申請をしたR7.5月23日になります。

入金ボーナスのスポーツコンボベットで、勝利し、その後、賭け条件を満たすため、もう一度コンボベットをし、キャッシュ残高を得ました。そのキャッシュ残高でブラックジャックをし、賞金を得ました。

The registration date is uncertain.

登録日に関しては定かではありません。

Hello KENZOx888,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean 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 Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I created an account for Yugadou more than five years ago, but it was permanently suspended even though I didn't restrict it myself.

I hadn't been able to log in since then, so I hadn't been playing. However, I recently received another email from Yuugadou asking me to register a new account, so I created a new one. It seems that this is what caused it to be locked. When I contacted customer support, they told me to use the first account I created, but it remains permanently frozen and I can't log in. Also, my cash balance and the 20,000 yen I requested to withdraw, totaling about 30,000 yen, have still not been refunded.

Thank you very much for your cooperation.

今から5年以上前に、遊雅堂のアカウントを作りましたが、自己規制した訳ではないのに永久凍結になりました。

それ以降ログインできないので、プレイしていませんでした。しかし、最近また遊雅堂から新規登録のメールがきたので新しくアカウント登録しました。それが原因でロックされたようです。カスタマーサポートに連絡したところ、最初に作ったアカウントを使用してくださいとの事でしたが、永久凍結されたままでログインできません。また、キャッシュ残高や出金申請した2万円の計約3万円程が今もなお、返金されていません。

どうか宜しくお願い致します。

If possible, I would like the permanent suspension of the account I initially created to be lifted, and the cash balance and the amount I requested to withdraw back to it. Thank you very much for your consideration.

できれば、最初に作ったアカウントの永久凍結を解除し、そこに、キャッシュ残高と出金申請した金額を、戻していただきたいです。何卒、宜しくお願いします。

Thank you for the additional information.

If I understand the situation correctly, you originally opened an account with the casino more than five years ago, and that account was permanently suspended. Later, after receiving an email invitation from the casino encouraging you to register again, you created a new account and continued playing there.

You are now being told that the newer account was closed because you already had a previously existing account, while the original account remains inaccessible. At the same time, the funds from the newer account, consisting of approximately ¥20,000 in pending withdrawal requests and around ¥10,000 in remaining cash balance, have not been returned to you.

To proceed, please clarify the following details:

• When was the first account permanently suspended? Could you provide any emails from casino of the permanent suspension notification?
• Could you please provide the email or any evidence showing that the casino invited you to create a new account?
• You mentioned that you contacted customer support after the second account got blocked and they told you to use the first account. Do you have screenshots of this interaction?

I understand this may take time, so I appreciate your assistance.