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I was in trouble after a large sum of $16,498 was suddenly confiscated from Yugado Casino at the end of the year, and when I found out that multiple victims had filed complaints on this site, I decided to ask for help.

It has been possible to deposit and withdraw funds from this site for over two years.

I have made large withdrawals in the past and my identity verification has already been completed.

This time too, I applied for a withdrawal on November 27th, but after two weeks the money had not been withdrawn, so I inquired about it, and was told repeatedly that the amount was high and was under review. At the end of December the withdrawal was cancelled and locked, so when I inquired about it I was told that there had been a violation and the account had been closed and the money had been confiscated.

My family doesn't play either, so there are no duplicate registrations on this site, and I mostly only play slots, so I don't abuse the live casino.

I suspect it was confiscated because it was so expensive.

Responses from support are slow, and the complaints department just keeps repeating the same thing, so there's no dialogue, and I'd like them to mediate.

Thank you in advance🙏

優雅堂カジノから突如年末に高額16498ドル没収されたので困っていたところ、このサイトで被害者が複数クレームしていることを知ったので対応をお願いすることにしました。😢

２年以上前からこのサイトで入出金は出来ておりました。

過去高額出金もしたことありますし、本人確認も既に完了しています。

今回も11/27に出金申請したところ、2週間経っても出金されないので問合せたところ、高額だから審査中を繰り返され、12月末に出金キャンセルされロックされたので問合せたら、違反があるので閉鎖と没収されました。

私は家族もやっていないのでこのサイトで重複登録はありませんし、スロットでしか殆ど遊んでいないのでライブカジノの悪用もしてません。

あまりの高額なので没収されたと勘繰っています。

サポートからの返答も遅く、クレーム担当部署も同じ繰り返しで対話にならないので仲裁してほしいです。

よろしくお願いします🙏

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 erieri,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing with your funds at Yugado Casino.

To better understand your situation and assist you further, could you please provide us with the following details?

• When did you make the last successful withdrawal?
• Did you accumulate your winnings with or without an active bonus?
• What was the specific reason given for the account closure and confiscation of your funds?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Kristina

Dear erieri,

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.

When was the last time you successfully made a withdrawal?

The withdrawal was successful on October 20, 2025, about one month before the confiscation.

Have you accumulated winnings with or without an active bonus?

Accumulated winnings.

What are the specific reasons for account closure and confiscation of funds?

Your account may be subject to fraudulent activity as outlined in Terms of Service 3.12, Terms of Service 5.1.4, and Terms of Service 2.1.3.

The specific reasons will not be disclosed any further.

Also, I understand that Japanese language support will end, so will this case also be closed at that point? What should I do in that case?

最後に引き出しに成功したのはいつですか?

2025年10月20日が出金成功しています。没収の約1ヶ月前です。

有効なボーナスの有無にかかわらず、賞金を蓄積しましたか?

賞金を蓄積しました。

アカウントの閉鎖と資金の没収の具体的な理由は何ですか?

アカウントは、ご利用規約3.12、ご利用規約5.1.4、ご利用規約2.1.3に記載の不正行為

とのことです。具体的な理由はこれ以上は開示されることがないとのことです。

また日本語サポートが終了とのことですが、このケースもその時点でクローズドになるのですか？その場合の対応はどのようにすればいいですか？

Thank you very much for your reply, erieri. 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.

I have taken a screenshot and forwarded it, so please check it out!

スクリーンショットと転送両方しましたので確認お願いします！

Dear erieri,

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 erieri 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 winnings were confiscated 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