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When I tried to play a game at Yugado Casino as usual, I was given bonus money with no deposit required.

I played the game in accordance with the terms of use and successfully increased my balance, so I continued playing to complete the remaining wagering requirements when suddenly my balance dropped to zero.

When I contacted support, they told me that the bonus had been awarded in error and that the bonus and any winnings from it would be confiscated.

I don't really understand what they mean by a bonus that was mistakenly awarded, and they treated me dishonestly even though I played legitimately and increased my balance.

I request arbitration.

いつものように優雅堂カジノでゲームをプレイしようとすると、入金不要のボーナスマネーが進呈されていました。

利用規約に沿ってゲームをプレイし残高を増やすことに成功したので、残りの賭け条件を達成すべくゲームを続行していたところ急に残高が0になりました。

サポートに問い合わせたところ先程のボーナスは間違って進呈されたものなのでボーナス及びボーナスで得た勝利金は没収するということでした。

間違って進呈されたボーナスというのがよくわかりませんし、正当にプレイして残高を増やしたのに不誠実な対応をされました。

仲裁をお願いします。

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Yuugado Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you completed the wagering requirements of the bonus?
• Could you please explain how the bonus offer was communicated to you? Would you be able to provide a screenshot or the email with the bonus offer to me for review? If specific terms and conditions are included, be sure to share this information with me as well.
• Could you please share with me your communication with the casino regarding the reasons why the winnings were confiscated? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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- No, I was playing games to meet the wagering requirements for the bonus and my balance suddenly went to zero.

・Send all correspondence with Yuugado Casino

・いえ、ボーナスの賭け条件を達成するためにゲームをプレイしていると急に残高が0になりました。

・優雅堂カジノとのやりとりをすべて送ります

Thanks for the explanation.

Please note that if the casino awarded you money in error, it's acceptable for them to remove it under certain circumstances.

If the wagering requirement of an award wasn't completed and the award doesn't require you to make a deposit, these are situations where it's acceptable from our point of view if the casino corrects its mistake by removing an appropriate amount from your account.

Please let me know if there are any other circumstances under which the casino removed an inappropriate amount from your account, or provide a more detailed explanation of the situation.

I was confiscated a large amount of winnings without any fault on my part.

There is no detailed explanation as to why it was given by mistake.

I think they should either give me my bonus back or provide some other compensation.

こちらにはなんの落ち度のもないのに大きな額の勝利金を没収され

何故間違って付与してしまったのか等詳しい説明もないままです。

ボーナスを戻してもらうか、それに見合う補償が有るべきだと思います。

I apologize;

However, we only pursue cases in similar situations where, after the wagering of the bonus is completed, winnings are confiscated due to a bonus being awarded in error.

If your bonus is canceled before the wagering of the bonus is complete, we accept such a situation as justifiable, due to the reasons the bonus was awarded in error. We understand this situation is not very customer-friendly from the casino. We won't insist on the casino awarding you compensation, since you didn't risk your funds.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.