Yuugado Casino - Запрос игрока на вывод средств конфискован.

I was lucky enough to get some cash using the first deposit bonus, and after playing for about a week, I submitted my KYC to try to withdraw the money, and although the verification was successful, I submitted a withdrawal request, but it was confiscated.

At that time, every time I inquired about the abuse of the bonus, the reason for the violation of the terms and conditions was changed, and there was a lack of transparency, so I would like your cooperation so that I can withdraw my money and my suspicions can be cleared.

For details, I registered on October 12th, deposited and played on the 13th, won the bonus and met the wagering requirements.

At that time, only slots were allowed to be played within the rules.

And I still wasn't satisfied with playing, so I played at the casino for about a week after I got the cash, and I rose to the VIP rank of Peony. I think I bet a total of $50,000.

I also wanted to make a second deposit, so when I tried to withdraw the money, I was required to verify my identity, which I submitted and the process was completed on the 28th.

The next day, I received an email cancelling my withdrawal, so when I inquired about it, I was told that all my accounts had been confiscated due to a violation of the terms and conditions.

I didn't understand what "all accounts" meant, so I explained that I only had one account and inquired again, and they specifically stated that it was a violation of the terms of service, 3.12.

When I replied that I had not abused any bonuses, I was then told that this was in violation of rule 4.7.

Even though I've been playing enough to be promoted to VIP, I still need to bet twice as much when withdrawing money.

We are completely at odds, so please mediate.

The email is also attached.

初回入金ボーナスを利用して運良くキャッシュになり、1週間ほど遊んで出金しようとKYCを提出したら認証完了されたので出金申請を出したら没収されました。

その際にボーナスの乱用など問い合わせる度に規約違反の理由を変えられて透明性に欠けているので出金出来るよう、また疑いが晴れるように協力していただきたいです。

詳細は10/12に登録し13日に入金プレイし、ボーナスで当たり賭け条件を達成しました。

その際スロットのみで遊びルール内でした。

そしてまだ遊び足りなかったのでキャッシュになったあと1週間ほどカジノを遊んでいまして、VIPランクの牡丹まで上がりました。Total50000ドルは賭けたと思います。

２回目の入金もしたかったので一度出金しようとすると本人確認が必要になっていたので、提出し28日に完了しました。

すると出金キャンセルのメールが翌日に来ていたので問い合わせをこちらからすると規約違反で全アカウント没収だと来ました。

全アカウントの意味が分からないので1アカウントしか持っていない旨を伝えて再度問合わせると規約違反3.12と具体的に提示されました。

ボーナス乱用は一切していないと回答すると今度は4.7に抵触すると提示されました。

VIPに上がるほど遊んでいるのにも関わらず出金の際に2倍以上賭ける必要があるとのことです。

全く噛み合わないので仲裁よろしくお願いします。

メールも添付します。

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.

Dear gmpJm467,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand your situation and assist you in this matter, could you please provide further details by answering the following questions:

• Am I correct in understanding that you played only slots while your bonus was active?
• Which casino games did you play after you finished wagering the bonus?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?

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

-Yes, during the bonus I only played slots while adhering to the bet limit set by the rules.

After placing my bets, I bought bonuses on slot machines with a bonus buying function and played slots. I played so much that I reached a high VIP rank, so I don't know which slots I played unless the casino submits the information. I didn't play in the live casino.

- No VPN or software is used.

・My family does not play at the same casino, so it is not a possibility.

・はい、ボーナス中はルール内のベット上限を守りスロットのみプレイしました。

・賭けを終えた後はボーナス買い機能のあるスロットでボーナスを買ったり、スロットしたりして遊びました。VIP上位ランクまで上がる程に相当遊んでいたので、どのスロットを触ったかはカジノ側に提出してもらわないと把握しておりません。ライブカジノでは遊んでいません。

・VPNやソフトウェアは使用していません。

・私の家族は同じカジノで遊んでおりません。従って可能性はございません。

Please request the casino to send you the gaming history in Excel format from the moment you deposited and activated the first deposit bonus, up to the moment your winnings were voided. Once you receive it, kindly forward the document to me at [email protected]. Thank you for your cooperation.

I have emailed the casino about this, but I'm not sure if they will submit it.

Can I deal directly with the casino?

カジノ側にメールでそれを伝えましたが、提出していただけるかは分かりません。

カジノとの直接のやり取りは可能でしょうか？

A day has passed and no response from support.

１日経ってもサポートから返答がありませんでした。

At this stage, we are unable to provide any further information.

That's what they say.

現段階では、これ以上の情報をお伝えすることはできません。

とのことです。

Please forward to me all communication you've had with casino customer support regarding this issue at [email protected]. Thank you for your cooperation.

I tried to transfer it, but was it successful?

転送しましたが出来ているでしょうか？

Dear gmpJm467

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, Michal ([email protected]). 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,

Veronika

Hello gmpJm467,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to Yuugado Casino to participate in this discussion.

Dear Yuugado Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me via email at [email protected]

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.

In Japan, even if the rating goes down, you can't see the reviews, so maybe people just ignore it and think it's not a problem?

This is a site that was previously supported.

日本では評価下がってもレビュー見れないので評価下がっても問題ないとして無視しているのでは？

以前は対応されていたサイトですよ。

We apologize for the late reply.

We are currently checking with the relevant department to determine the reason for the closure of your registered account (abe*******@gmail.com).

We apologize for the inconvenience, but please wait a little longer.

ご連絡が遅くなり申し訳ございません。

現在、担当部署へご登録アカウント（abe*******@gmail.com）の閉鎖理由について確認を行っております。

恐れ入りますが、いましばらくお待ちいただきますようお願いいたします。

Why are you responding so slowly?

Isn't that enough to deduct points?

なぜここまで対応が遅いんですか？

それだけでも減点ポイントではないんでしょうか。

I am very sorry for the late reply.

Following the decision of the responsible department, the account has been reopened. Your winnings have also been reflected in your account, so please check.

You will also need to submit additional documents. Please check the email we will send you for details on the required documents.

We would like to once again apologize for the time it took to investigate this matter.

お返事が遅くなり大変申し訳ございません。

担当部署の判断により、アカウントを再開いたしました。勝利金もアカウントへ反映済みですので、ご確認いただけますと幸いです。

また、追加書類のご提出が必要となります。必要な書類の詳細については、弊社からお送りするメールをご確認ください。

この度は調査にお時間を要しましたこと、重ねてお詫び申し上げます。

I haven't received an email regarding the additional documents, and although I checked the website, I don't really understand them.

It seems that I cannot withdraw money unless I submit this, so could Casino Guru handle this for me until the end?

追加書類のメールは来ておりませんし、追加書類をサイト内で確認しましたが、よく分からない書類です。

これを提出しないと出金できないようなので、最後までカジノグル様で対応してもらえますか？

My account was restored, but now my KYC documents have not passed the review and I have not received the review email.

Of course, no withdrawals have been made.

This is extremely malicious, and I feel uncomfortable being treated in such an insincere manner.

アカウントだけは復活しましたが、今度はKYCの書類が審査通りませんし、その審査メールも返ってきません。

もちろん出金もされていません。

あまりにも悪質ですし、それにより不誠実な対応をされ不愉快な思いです。

Dear gmpJm467,

The KYC verification is a standard procedure in the industry that verifies the identity of the player. This crucial step must be completed prior to processing any payments. No licensed casino overlooks KYC, as it is mandated by regulations.

What documents were you asked to submit? Have you supplied valid documents for the KYC process? Kindly send me the documents for independent verification at [email protected]

Of course, all the documents have been submitted.

I have also attached the proof in the email.

The reason it is puzzling is the order in which it was confiscated, after I had submitted various documents and received the confirmation email.

Don't you think it's malicious that they are still asking for new, incomprehensible documents even though all the authentication has been completed and the issue has been resolved in group?

So they're confiscating it without even asking for any additional documentation?

New additional documents, not expired documents

This situation can only be described as a harassing additional document to buy time.

Please explain why you are requesting these additional KYC documents while we reach a solution here.

もちろん全ての書類は提出しています。

メールにて証拠も添付はしました。

不可解になる根拠は順序にあり、様々な書類を提出後に認証完了メールも届いてからの没収です。

全ての認証完了していながらグルでの問題解決後にも関わらず新たに意味の分からない書類を新たに要求していることが悪質だと思いませんか？

つまりこれ追加書類も要求せずに没収しているんですよ？

期限切れの書類ではなく新たな追加書類は

時間稼ぎの嫌がらせ追加書類としか言えない状況です。

ここで解決に至りながらなぜこのようなKYCの新たな追加書類を要求するのか説明してください。

Addendum.

I have attached screenshots of all KYC emails, including dates, to Guru's email.

After submitting all the necessary documents, they were confiscated, and after the dispute was resolved, additional documents were required.

It also says here that it will be sent by email, but unfortunately, I didn't receive an email unless I inquired about it, which is also dishonest.

I don't think I'm going to withdraw money.

追記です。

日付等含めて全てのKYCによるメールのスクショをグルさんのメールに添付しました。

必要書類を全て提出後に没収され、グル解決後に再度追加書類という状況です。

またメールにて送るとここに書いていましたが、残念ながらこちらから問い合わさないとメールが来ていないことも不誠実です。

出金する気がないように思います。

Dear gmpJm467,

Thank you for sending the documents via email. I will continue with my discussions with the casino team.

Dear Yuugado team,

I look forward to your forthcoming updates.

Dear gmpJm467 and Casino Guru team,

We wanted to let you know that this case is being worked by our team. We’ll be sure to reach out as soon as we have any updates.

In the meantime, we really appreciate your continued patience and understanding.

Warmest regards,

Complaints Team

Today my withdrawal was cancelled again.

I wish they would stop it.

I don't understand it or anything.

I feel extremely uncomfortable about being unilaterally dragged into this situation.

本日また出金キャンセルになりました。

いい加減にしてもらいたいです。

理解などはしていません。

なぜ一方的にこのような事態に巻き込まれているのか、不愉快で仕方ありません。

Another thing is that my withdrawal was cancelled today and my account was locked again.

There is no notification by email.

This is despite the fact that I had reopened my account and submitted new required KYC documents.

I wish they would stop it already.

もう一点、本日出金キャンセルと共にアカウントロックを再度されました。

メールでの通達は無しです。

１度アカウント再開して、指定のKYC書類を新たに出したにも関わらずです。

いい加減にしてほしいです。

I think the fact that I was asked for documents that I don't understand, and then locked out again, causing the time to be extended, is enough to warrant a low rating, but I would like to hear Casino Guru's opinion.

To be honest, a rating of 9 is probably an exaggeration given all that has been done.

意味の分からない書類を求められて、更に再びロックされてこれだけ時間を延ばされている時点で低評価に値するかと思いますが、カジノグルさんの見解を示して欲しいです。

はっきり言いましてこれだけのことをされて評価9は過大評価でしょう。

Dear gmpJm467,

Thank you for sharing your concerns. I completely understand your perspective and appreciate your patience. While we would also welcome a quicker and more streamlined resolution, please be assured that we are in ongoing and constructive communication with the casino team regarding your case.

A number of points required careful clarification, which understandably took some time. If we were to look strictly only at the casino rules, it is quite possible that your case would have already been dismissed, as the investigation uncovered some questionable elements. That said, at Casino Guru, we place strong emphasis on fairness and due process, and we believe that significant measures—such as account closure or confiscation of winnings—should only be taken when they are supported by clear, reasonable, and well-substantiated evidence.

That's why the casino team requested the additional evidence from you to clarify the previous concerns. It appears that certain points still remain not fully clarified, and I'm awaiting feedback from the casino team. I hope it will be addressed soon.

The account has been reopened at the discretion of the responsible department.

Even though the decision has already been made, they have locked my account again, without any reason, and they will only respond if I write a complaint to them. Isn't that already dishonest?

You also mention the submission of evidence, but shouldn't it be requested as soon as there is any doubt?

Even now, it is clear that Yuugado has not conducted a proper investigation, and the fact that they locked and confiscated the items at the stage of suspicion, and will not reconsider unless a complaint is filed with Casino Guru, is itself poor.

Despite this, it is unfair that there is still a possibility that we may be disadvantaged.

I believe this case has already entered the phase where the withdrawal will be processed without question and then the treatment will be decided.

担当部署の判断により、アカウントを再開いたしました。

と１度裁定されているのに再度アカウントロック、それも理由なくこちらに苦情を書かないと対応しないことが既に不誠実では？

また証拠の提出とおっしゃいますが、疑いがあった時点で提出を要求するべきでは？

現状でも優雅堂が調査をまともにしていないことが明確化されていますし、疑いがある段階でロック、没収されていてカジノグル様に苦情申し立てしないと再検討もしないという内容自体が粗悪でしょう。

にも関わらず、こちらが不利益を受ける可能性が残っていることが不公正です。

この事案は既に問答無用で出金対応してから処遇を決定するフェーズに入っていると思います。

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.

There is no way this will become an unresolved claim.

これで未解決クレームになるのは有り得ないです。

Casino Guru, have you been in contact with Yuugado?

1 week ago

Please rest assured that we are in constant and constructive communication with the casino team.

However, more than two months have passed and there has been no progress.

The longer the delay, the less fresh the evidence of confiscation becomes, and I cannot believe that the evidence is highly credible or accept it.

Please also let us know your thoughts on this evidence.

カジノグルさん、優雅堂と連絡は取れているのですか？

1週間前に

カジノチームと継続的かつ建設的なコミュニケーションをとっておりますので、ご安心ください。

とのことでしたが、既に2ヶ月以上経過して何の進展もない状況です。

没収の証拠も遅れれば遅れるほど新鮮なものではなく、果たしてその証拠も信憑性が高いとは思えないし納得も出来ません。

この証拠に対する見解も併せて教えて下さい。

It seems you haven't responded in time, are you going to leave this open?

Please let me know how Guru responded.

Furthermore, if this issue is left unresolved, it will become extremely malicious.

Include a warning.

I hope that such malicious casinos will be eliminated from the entire casino industry.

時間内に応答がないようですが、これで未解決にするおつもりですか？

グルさんの対応教えて下さい。

それにこれを未解決にした場合は相当悪質性の高いものになっております。

注意喚起を含めてください。

このような悪質性の高いカジノはカジノ業界全体で排除してもらいたいです。

Dear gmpJm467,

I hope you are doing well. As you can imagine, during the Christmas and New Year period, not all departments are operating at full capacity. We understand that waiting can be frustrating, and while we are currently unable to provide a definitive decision on your case, we want to ensure it is handled properly. Some additional aspects came to light that shed a different light on the entire situation. To allow additional time for us to completely assess the situation, I will be extending the deadline by seven more days.

You are free to submit a complaint to the casino's licensing authority in the meantime.

Some new aspects have also come to light that shed new light on the whole situation.

But doesn't the player have a right to know?

状況全体を改めて浮き彫りにする新たな側面もいくつか明らかになりました。

とありますが、これはプレイヤーには知る権利がないのですか？

Dear gmpJm467,

It is standard practice across the industry not to disclose sensitive and investigation-outcome-type material to involved players, as doing so could compromise security measures or enable future misuse.

This kind of information and evidence is shared only with the appropriate authorities or established and reputable mediation services for an independent mediation process, as you did when you submitted a complaint on our complaint forum.

At the moment, I can only ask you to remain patient as we work through it.

As mentioned earlier, you are also welcome to submit a complaint to the casino’s licensing authority or any other relevant authority in your jurisdiction if you feel it could be helpful.

Dear gmpJm467,

I have just returned to the office following the Christmas and New Year break and have contacted the casino team once again. I understand that this matter has been ongoing for some time, and I appreciate your patience. The circumstances have developed in a way that was not initially anticipated.

At present, I am unable to provide a conclusive decision, as I am still awaiting further clarification from the casino team regarding the additional verification of your account, which led to the repeated closure of your account.

I look forward to sharing more information with you soon.

In the meantime, you may wish to consider contacting the casino’s licensing authority, as they are ultimately able to issue a final and binding decision, regardless of the outcome of this case.

Dear gmpJm467,

We apologize for the time it takes to confirm.

After an investigation by the relevant department, we found violations in accordance with Articles 4.7 and 3.12 of the General Terms of Use, and have therefore closed the account again.

These actions violate our fair play policy and the account in question will be permanently closed, and this action is final.

We regret to inform you that we are unable to provide any further assistance.

gmpJm467様

確認にお時間を要し、誠に申し訳ございません。

担当部署による調査の結果、一般利用規約第4.7条および第3.12条に抵触する違反行為が確認されたため、アカウントを再度閉鎖いたしました。

これらの行為は当社のフェアプレイポリシーに違反していることから、当該アカウントは永久閉鎖とし、本措置は最終決定となります。

恐れいりますが、これ以上の対応はできませんことご理解ください。