Yakuzabet Casino - Виграш гравця затримується через проблеми з казино.

I can not confirm the amount stuck but 8000 TRX is a close assumption of my funds.

The casino went rogue stopped responding ands goes into maintenance indefinitely. Please pay my winnings that I played with cash no bonus.

Dear holoik83,

Thank you very much for submitting your complaint. I’m sorry to hear that you're unable to access your funds and that the casino has stopped responding. I understand how concerning this must be for you.

To better understand the situation and assist you in the best way possible, could you please clarify the following details?

• When was the last time you were able to access your account?
• Did the casino officially notify you about the maintenance, or did they stop responding without any prior notice?
• Have you tried reaching them through any alternative methods (live chat, email, social media, etc.), or have they completely disappeared?
• Did you request a withdrawal before the casino became unresponsive? If so, what was the status before they stopped communicating?
• Could you provide any proof of your account balance, such as screenshots or transaction history?

If you have any relevant communication with the casino, including emails or chat logs, please forward them to petronela.k@casino.guru so we can better assess the situation and reach out to the casino on your behalf.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hi Petronela,

Please see my responses to your inquiries below:

When was the last time you were able to access your account?

It was right before they sent an email mentioning that the site is under maintenance, our funds are safe, and that they will be back soon without mentioning a date. Please see screenshot below.

Did the casino officially notify you about the maintenance, or did they stop responding without any prior notice?

They sent the email mentioned above only 4 days after they went into maintenance mode and did mention in chat that we can still deposit and play while the site is under maintenance and the maintenance would only affect previous funds withdrawn and not the future ones. That's why I cancelled previous withdraw and played a bit to win even more.

Have you tried reaching them through any alternative methods (live chat, email, social media, etc.), or have they completely disappeared?

They shut down their site. So yes they've completely disappeared.

Did you request a withdrawal before the casino became unresponsive? If so, what was the status before they stopped communicating?

Yes it was requested prior and the status was pending. I've received email for the transactions as displayed below. Also note that since I just searched, I now know the exact amount of dispute. It should be 9700 TRX.

Could you provide any proof of your account balance, such as screenshots or transaction history?

I am unable to log in anymore since the site shut down. The two images showing my withdraw request above would be the only prove I have that these actions were requested.

Thank you very much, holoik83, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.v@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello holoik83,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Yakuzabet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

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.

Dear holoik83,

I am trying to reach the casino outside of this thread. I am therefore setting one last timer. Thank you for your patience.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Given that the casino is licensed under the Curaçao Gaming Control Board, which currently does not have a formal procedure for handling complaints, there is no regulatory authority to escalate this matter to. I understand this is not the outcome you were hoping for. However, as previously mentioned, the unresolved status of this complaint will negatively impact the casino’s rating, potentially encouraging them to reconsider their approach. If the casino chooses to respond in the future, we will reopen the complaint and notify you by email.

Best regards,

Michal V