Razed Casino - Выигрыш игрока был конфискован, а ее счет закрыт.

Dear CasinoGuru Team,

I am filing a complaint against Razed Casino for confiscating my winnings after deliberately delaying the KYC verification process for multiple weeks, asking for the same documents over and over, and then terminating my account after refunding only my original deposit.

I deposited, played, and won real money. When I requested a withdrawal, they started KYC and asked for proof of address, source of funds and multiple "Level 4" resubmissions.

I sent everything they asked for, several times, in full cooperation.

Support agents (Justin, Beatriz, Rey, Russell, Jacob) kept replying with "under review", "sorry for the delay", "we forwarded it", "please resubmit", but never gave a clear yes or no.

Some parts of the verification were approved, some were rejected without explanation.

After a long time of this, they sent me an email saying my account will be terminated in 24 hours because of "multiple failed verification attempts".

They refunded only my deposit, let me withdraw that amount, and then permanently closed the account and kept all my winnings.

I tried hard to cooperate and followed every instruction. There was no fair reason to reject my documents or seize my winnings.

I kindly ask CasinoGuru to contact Razed Casino, review my evidence (I have all emails and chat screenshots ready to upload) and help me get my rightful winnings paid out.

Thank you very much for your help.

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.

• Which documents did you send to the casino to verify your source of funds? Please forward these documents to me at [email protected].
• Have you successfully completed all previous verification levels, apart from Level 4?
• How many deposits did you make into this casino, and in what amounts?
• Which payment method did you use to deposit money into 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

Hey. Thanks. Will forward docs.

Have you successfully completed all previous verification levels, apart from Level 4? Yes.

How many deposits did you make into this casino, and in what amounts? 1 - 20,000USD

Which payment method did you use to deposit money into this casino? USDT ERC20

Hello laviii,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear laviii

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, Kubo ([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

Dear laviii,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Razed Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Razed Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of their winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo