Yuugado Casino - Igrački nalog je neočekivano zatvoren.

I received an email with a deposit offer, made a deposit, played and won, but after requesting a withdrawal, the money was not withdrawn even after a while and my account was suddenly locked.

The verification has been completed and I have made withdrawals in the past.

I can't understand why my account was suddenly locked without any explanation.

Please help me get my winnings back.

メールでの入金オファーを見て入金プレイして勝利したのですが出金申請してしばらくしても出金されず急にアカウントロックされました。

認証も完了していて過去に出金もしています。

理由も説明せず急にアカウントロックされ納得できません。

勝利金を取り戻すために協力お願いします。

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.

Hello,

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 forward me the promotional email you received from the casino? My email address is veronika.f@casino.guru.
• What types of games did you play to accumulate your most recent winnings?
• Which payment methods did you use to deposit money into this casino?
• Have you contacted customer support to ask about the reason why your account was blocked?

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

What games did you play to save up your recent winnings?

I played on WinFast slot games.

What payment method did you use to deposit at this casino?

USDT E rc

Have you contacted customer support to find out why your account was blocked?

I inquired and got a reply by email

最近の賞金を貯めるために、どのようなゲームをプレイしましたか?

ウィンファストのスロットゲームでプレイしました。

このカジノに入金するのにどの支払い方法を使いましたか?

USDT E r c

アカウントがブロックされた理由についてカスタマーサポートに問い合わせましたか?

問い合わせてメールの返事きてます

Please forward me the email you received from the casino regarding the closure of your account at veronika.f@casino.guru. Thank you for your cooperation.

I have forwarded the email so please check it

メールを転送したので確認お願いします

Dear gjptwm46,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Hello gjptwm46,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and it seems similar to the multiple other complaints we received in recent weeks about Yuugado Casino.

I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Yuugado Casino to join the conversation.

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 michal.k@casino.guru or via Teams.

Dear Casino Guru and gjptwm46,

I hope this message finds you well.

This follow-up is to let you know that your case is under investigation and our team is reviewing the details you provided.

We’ll reach out as soon as we have an update. In the meantime, we really appreciate your continued patience and understanding.

Kind regards,

Complaints Team

Dear Yuugado Team,

Thank you for your email. I have replied with some additional inquiries and am awaiting your response.