The player from Germany contends that Razed Casino unjustifiably confiscates 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 retracted it, citing inconsistent reasons. Frustrated by the lack of resolution, he has had his account permanently closed and seeks the immediate payout of his winnings.
Razed Casino - Player faces unjustified confiscation of funds.
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Razed Casino
Safety Index 7.3 Above averageCase summary
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11 hours ago
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.
Automatic translation:
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17 minutes ago
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17 minutes ago
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.
