The player from Germany contended that Razed Casino unjustifiably confiscated his remaining balance of $2,400, despite confirmations from his VIP host regarding a bonus without maximum payout constraints. After initially approving a withdrawal, the casino allegedly retracted it, citing inconsistent reasons. Frustrated by the lack of resolution, he had his account permanently closed and sought the immediate payout of his winnings. We asked the casino for timestamped records and evidence of any settlement, but it could not provide proof of an agreed final settlement and admitted the relevant Telegram conversation was unavailable after deletion. After reviewing the available screenshots and the casino’s explanations, the complaint was marked as resolved.
Razed Casino - Player faces unjustified confiscation of funds.
Case closed
Amount: €2,400
Razed Casino
Safety Index 7.3 Above averageCase summary
Translation
Title: Unjustified confiscation of $2,400 remaining balance despite multiple VIP host confirmations and contradictory explanations
Description:
I am filing this complaint against Razed Casino because, after I had fulfilled all the conditions, the casino unjustifiably cancelled $2,400 from my account balance.
1. Facts & Multiple Reinsurance (Good Faith):
My assigned VIP host (Simon Råzed) offered me a 20% wager-based bonus via Telegram. Since I wanted to use the offer correctly, I explicitly asked the VIP host several times to check the terms and conditions.
On September 5th, the VIP host sent me a message explicitly correcting previous information, assuring me that there was no maximum payout amount, and making a binding commitment to pay out the bonus. Only after this double written confirmation did I use the bonus and wager it accordingly.
2. Approved partial payment & subsequent confiscation:
After receiving a credit of $4,900 and fulfilling the conditions, I requested a withdrawal of $2,000. The casino approved and processed this withdrawal after review. Only then did a manager (Connor) intervene and cancel the $2,400 remaining in the player's account. The fact that the first withdrawal was approved without issue demonstrates the casino's inconsistent procedures.
3. Contradictory claims of protection made by the casino:
The casino constantly changes the reason given for the cancellation:
Statement by manager Connor (Telegram): It was a "typo" by the host ("Wager" instead of "Loss").
Statement from the Complaints Team (email): Here the casino suddenly claims there was a "translation error".
Since all communication with the German-speaking VIP host took place in German, there was no translation at any point. The casino demonstrably made excuses to avoid honoring an official promise.
4. Player account, status & account closure:
I'm on Razed with a net loss of approximately $10,000. For clients with such high losses, generous VIP loyalty offers are absolutely standard practice. Therefore, I never had reason to suspect a system error and was justified in trusting the statements of the official VIP management.
Since the casino stubbornly refused, I have now had my player account permanently closed.
Financial support:
A VIP host acts as an authorized representative of the casino. Since I inquired several times and the host reviewed and confirmed the terms and conditions beforehand, I request the direct payout of my withheld $2,400 to my crypto wallet.
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 Davejan11,
Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:
- Could you please send me a link or a screenshot of the bonus you activated and played with?
- What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
- Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
- Have you successfully completed the full KYC verification at 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.
Karla M.
TranslationHello Karla,
Thank you very much for reviewing my case. Here are the direct answers to your questions, along with all relevant details:
1. Bonus Link/Screenshot: This was a personalized VIP loyalty offer directly from my VIP host (Simon Råzed) via Telegram, and not a public promotion. I'm attaching screenshots of the entire chat history, in which he explicitly confirmed the terms and conditions multiple times (including specific examples like $8,000 wager = $1,600 bonus, as well as the final written apology and promise of "no maximum payout" on September 5th).
2. Games played: I played regular slots on the platform and switched between different games regularly during the session.
3. Playing Style & Stakes: I played with normal, reasonable stakes that suited my account balance. My playing behavior was consistent throughout the entire session and without any noticeable patterns or manipulations.
4. KYC verification: Yes, my KYC verification was fully completed and successfully confirmed before the withdrawal request.
Important context & exact payout sequence:
After receiving the credit and playing through the funds, I initially requested a withdrawal of $2,000. The casino approved this withdrawal after internal review and successfully transferred it to my wallet.
When I subsequently requested a further $1,500 payout, manager Connor intervened, rejected the request, and canceled the entire remaining balance of $2,400.
The fact that the first withdrawal of over $2,000 was approved without any problems proves that my gambling behavior and the activation of the bonus were completely legitimate. Only with the second withdrawal request were excuses fabricated retroactively.
The casino offered three contradictory excuses:
The casino has given me three completely different and mutually exclusive reasons so far:
VIP host Simon (Telegram, Sept. 5): He had confused two bonus conditions (but then explicitly confirmed to me in writing "no Max Cashout").
Manager Connor (Telegram): It was simply a "typo" ("Wager" instead of "Loss").
Complaints team (email, Sept. 10): Suddenly, they are talking about a "translation error" – even though all communication with the German host took place in German.
Duty of care and acting in good faith:
Since my net total loss was approximately $10,000, high VIP retention offers seemed perfectly reasonable. Furthermore, I didn't blindly accept the offer, but explicitly contacted the host five times, providing accurate examples ($8,000 wager = $1,600 bonus / $17,000 wager = $3,400 bonus). The host confirmed each individual amount and reassured me. You can't expect more diligence from a player.
I am attaching all unedited screenshots of the chat histories and emails to this message as proof.
Vie
Thanks
I have more screenshots as proof that I would like to send you.
TranslationHere are the rest
TranslationHello Karla,
The Razed Complaints team just replied to me again via email (see attachment).
In it, the casino now officially admits that the contradictory information was a mistake by its own VIP employee ("any translation, typo, or mistype is simply a human mistake. We apologize for this once again").
However, the casino continues to refuse to accept financial responsibility for the errors and written commitments of its authorized VIP host, and declares the matter closed.
Since I, as a player, inquired several times in good faith and had written confirmation, the risk of this employee error clearly lies with the casino.
Best regards
TranslationHello Karla,
One important point I would like to add:
Because of the VIP host's explicit promise ("no max cashout") and the 20% bonus, I deposited significantly more of my own money and risked correspondingly higher stakes.
Had I gambled away all my money, the casino wouldn't have refunded my losses either, arguing that the VIP host had made a mistake. The casino gratefully accepts my large deposits and my risk, but refuses to pay out as soon as I win – and then blames it on a "human error".
The risk cannot lie solely with the player while the casino only benefits.
Best regards
TranslationAnd whether it makes mathematical sense or not may be true from their perspective, but then you have to take responsibility and abide by it, especially if you as a customer have asked so often and everything is answered with "yes, yes bro, you can ask again" and you are even turned down because you asked so often.
It's also important to me that customers see Razed doesn't stand behind "alleged mistakes" made by its own employees, and that should give everyone serious cause for concern, especially high rollers. The casino doesn't assume any responsibility.
Instead, the customer should take it over.
Hanz and Franz are being shut down, and the customer is left to suffer the consequences. It's that simple. I'm staying away from Razed and from any future Razed websites as well. This should serve as a warning to players who are thinking of registering elsewhere, so they see that Razed takes no responsibility; the customer does!
Whether I get my $2400 or not, my primary goal is to show what happened here and warn customers that they need to be careful!
Hello Davejan11,
We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla 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 Karla will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
TranslationHello, is this case being processed now or not? Two weeks have been wasted for nothing.
No answer, nothing, simply nothing.
Dear Davejan11,
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, Martina, (martina.b@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,
Karla Mayfly
Dear Davejan11,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Razed Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case?
Thank you in advance for providing the information.
TranslationI'm happy to be there, I'm waiting for a reply, thank you.
TranslationI'm willing to compromise and find a solution; I don't want any harm done, so I'm hoping for a solution from Razed's side. I already know Razed's position. Now it's time for Razed to find a solution; I've done everything right.
TranslationI'm being messaged privately. Now I'm being accused of deleting a chat. Great, it fits like a glove.
Hi Martina,
I hope you're well. Disappointing to see this case is being raised after dealing with it directly with Dave via Telegram. Especially following the issuing of a goodwill bonus and his acknowledgment/acceptance of the mistake - it seems he has deleted the conversation for both parties.
In any case, Dave received a bespoke offering to him which incorrectly stated the term 'wager' instead of 'losses'. As seen in the evidence provided by Dave himself, the offer was to grant a bonus amount equivalent to 20% of his "wager" and not losses. Whilst we accept the mistake made in human error, it would be unreasonable for anyone to consider this bonus offering as being legitimate when considering our RTP is 96-99%. Assumed losses per dollar of wager is between 1-4 cents and this offer is returning 20c per dollar wagered - effectively a money printing machine.
Again, and something that was previously communicated to Dave - We own the mistake and apologise that the wrong term was communicated. From the time stamp of Dave receiving the offer to the bonus being credited, he deposited $110.45 USD - an amount that I would decline his claims of being substantial. From this, he withdrew $2,000 USD and had his second withdrawal of $2,400 USD cancelled by myself following the discovery of the error.
From receipt of the offer to addressing the error with Dave himself - he gained $1,889.55 USD in profit. It was mentioned in the conversation that we were happy for him to keep the funds in error as a gesture of goodwill, however, it is important to note our terms and conditions in which all players must agree to in order to create an account -
"8.4 If the Casino mistakenly credit your Player Account with a deposit, bonus or winnings that do not belong to you, whether due to a technical issue, error in the pay tables, human error or otherwise, the amount and/or the winnings from such bonus or deposit will remain the Casino property and will be deducted from your Player Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email."
Let me know if you have any further questions.
Best,
Connor Razed
TranslationHello Martina,
Thank you for your feedback. I would like to clarify the following points regarding the casino representative's statements:
Multiple reassurances and protection of trust: This was not an anonymous system error, but an individual offer from my assigned VIP host. I did not rely on a vague offer, but explicitly inquired with VIP support and asked several times. The offer was confirmed to me in writing ("no maximum cashout"). As a customer, I must be able to rely on the binding statements of the official VIP management.
Causality of deposits & risk: Trusting this assurance from the official representative, I adjusted my gambling behavior, made further deposits, and thus assumed a correspondingly high risk on the platform. Had I gambled away my money, the casino would have kept these losses and would not have claimed an error.
No exploitation of system errors: I have neither exploited bugs nor violated terms and conditions. If an officially authorized VIP manager agrees to certain conditions, the risk lies with the provider and cannot be subsequently canceled to the customer's detriment once profits have been generated.
Chat logs: All evidence, emails and chat logs that prove the error and the VIP host's promise are already fully available as screenshots in this case.
I remain interested in a fair and amicable solution.
Best regards
Davejan11
TranslationI'm really sad that they're trying to corner me, it's a real shame.
TranslationIncorrect deposit figures:
The casino's claim that I only deposited $110.45 is completely untrue. The casino is attempting to artificially reduce my actual deposits to make my winnings appear "disproportionate." I demand that the casino disclose my complete transaction history instead of using inaccurate figures as an argument.
TranslationI deposited several thousand euros in the month I received that, even $1500-$3000.
Razed, please disclose my deposits. $110 is absolutely not true; they're trying to downplay it.
TranslationMartina, I'm with Razed - $8,000 to $10,000, that's a false statement about what they're doing.
Dear Razed Casino,
Please provide the dated exchange in which Davejan11 acknowledged the mistake and accepted the $2,000 payment as a final resolution of the remaining balance, as you described in your response. If that exchange is no longer available, please confirm this and clarify whether any final settlement was expressly agreed.
I will then assess that point alongside the VIP host’s repeated written confirmations and the subsequent bonus credit.
TranslationTranslationMartina, you can see for yourself, look at my deposit and my net loss. Razed is playing games here, sorry, but I absolutely cannot understand why they're doing this.
Martina, as mentioned - the user has deleted the conversation. The offer was communicated to the player as of the evening of the 2nd September/early morning 3rd September - dependant on time zone. From the moment of receiving the offer to withdrawing the funds, the users total deposits were $110.45 USD.
From this ordeal, the user profited $1,889.55 USD and received a $250 USD bonus as a gesture of goodwill on top.
If this continues, I am happy to invoke our rights following our terms and conditions and request the return of the $2,000 USD in which we were happy for Dave to originally keep.
Best,
Connor Razed
Dear Razed Casino,
Please provide the dated exchange supporting your statement that the player accepted the $2,000 payment as a final settlement of the remaining balance. If it is unavailable, please confirm whether a final settlement was expressly agreed.
You also cited $110.45 in deposits between the offer and the bonus credit. Please specify the dates used for that calculation, so I can distinguish it from the player’s evidence of deposits over a longer period.
Dear Martina,
You seem to not be reading my correspondence. I can't confirm any further then again telling you that it is unavailable following the deletion of the conversation. In any case, the date of bonus offer was September 3rd, 2026 and bonus credit was as of 07:00 UTC September 4th, 2026. In this timeframe, the user deposited $110.45 USD and subsequently withdrew $2,000 USD of the error bonus funds that were added.
Best,
Connor Razed
TranslationHello Martina,
The casino representative's response now officially confirms two things:
No evidence of an agreement: The casino admits that it cannot provide any evidence of the alleged agreement.
Cherry-picking: The casino continues to try to reduce deposits to a narrow 24-hour window, even though my uploaded account statistics clearly show that as a loyal player I have made a total deposit of over $25,000 and over $4,300 in the last month alone.
Since the casino can neither provide evidence of an agreed cancellation nor deny that the VIP host repeatedly confirmed the bonus offer without Max Cashout in writing, I request your final assessment of the case.
Best regards
Davejan11
TranslationI don't need the $2400, but it's important to me to make a statement and warn other players, and that's the right thing to do.
There's nothing more to say to those who expose such false claims, which I have documented with screenshots regarding my deposits and losses; it's a real shame.
TranslationHello Martina,
Instead of providing the evidence you requested for an alleged settlement, the casino representative is now resorting to open pressure and threatening me in the arbitration proceedings with demanding the return of funds already paid out.
This demonstrates the unfair practices of this provider more clearly than ever:
No evidence: The casino still cannot provide any records or evidence to support its claims.
Intimidation instead of arguments: Instead of objectively addressing the mistakes of their own VIP host, attempts are made to silence the player through threats.
I will not be intimidated by such threats and I rely completely on your neutral, final assessment of this case.
Best regards
Davejan11
TranslationConsequence of a reversal: Should Razed Casino seriously attempt to retroactively contest the entire transaction due to an alleged "mistake," I demand, in return, a full refund of all my deposits. With a proven net loss exceeding $10,300 (out of over $25,800 in total deposits), the casino would be obligated to reimburse me over $10,000 in this case.
TranslationAnyone who makes threats here as a manager of razed is completely out of their mind. I will report this to the licensing authority; this is clearly going too far on the part of razed.
Dave, when you delete all conversations via Telegram - of course it is going to be tough to provide the requested evidence. I am happy to provide all evidence surrounding time stamped offer send, deposits, bonus credited and withdrawal in the mentioned time frame.
"Intimidation instead of arguments: Instead of objectively addressing the mistakes of their own VIP host, attempts are made to silence the player through threats."
- There is no threats, we acted above what was required as per our T's and C's and allowed you to keep the $2,000 USD in funds that were given in human error. You subsequently acknowledged the mistake, requested a small bonus as a gesture of good faith in which was granted - then deleted the chat, and suggest none of this ever happen. When users act in this way, we are more inclined to no longer act in good faith and assume actions are being made to negatively harm the brand.
- I have repeatedly admitted error on the behalf of the employee. This error allowed you to profit and $1,889.55 USD with no negative outcome for you as an individual.
Best,
Connor Razed
TranslationRazed Casino: Instead of seeking a fair solution, a former customer is being targeted and pressured. When I'm publicly threatened with the repayment of already paid-out money if I don't remain silent, I feel threatened and will address this issue here.
You know perfectly well what went wrong at your company, and you should just own up to it. Just look at my net loss of over $10,000.
I really wonder how you can treat your customers like this. Even if you pay me the confiscated 2,400, I'm still sitting on almost 8,000 in pure loss with you.
TranslationRazed Casino:
I want to find a solution; we don't need to argue.
Are you ready to find a solution, yes or no?
Dear Razed Casino,
Thank you for offering to provide the evidence. Please share the timestamped records for when the offer was sent, the deposits made during the period you identified, the bonus credit, and the $2,000 withdrawal. I will review those records alongside the player’s screenshots.
TranslationRazed Casino, I don't want to harm you, I've always been satisfied with you since the beginning, it's just that this one time what happened has completely gone out of control on your part.
I neither posted anything nor commented anywhere.
I haven't said or claimed anything against the brand or anything like that; I came to Casino Guru in good faith and wanted to try to clarify things here.
TranslationThe bonus offer was made on September 3, 2026, and the bonus was credited on September 4, 2026, at 7:00 AM.
That's not true, Razed Casino. I received the offer earlier, and then they tried to make excuses. So you need to check deposits one week in advance.
September 3-4th is absolutely wrong because I received the offer a week earlier.
TranslationI received the offer a week in advance and had deposited extra money for the 20% discount. Martina, you can see the screenshots where the VIP host also says that at the end of the week we'll see, etc.
TranslationSo, deposits from the entire week must be taken into account, not just one day 🤣
TranslationPlease remember to include deposits made between August 31, 2026 and September 4, 2026. Thank you.
TranslationTranslationOn Thursday, the host then mentioned 15% to 20% and apologized for the false statement, and then he specifically said, "But be excited, you'll get something big on Friday, and without the maximum cashout."
TranslationThis is so complicated, it's giving me a headache 😔
TranslationAnd again, I think Razed Casino is one of the best casinos on the market, but you still have to stand 100% behind the host's statement.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Davejan11,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Martina
