Razed Casino - Player's account allows gambling despite self-exclusion.

This is a formal complaint regarding Razed's severe failure to enforce its responsible gaming policy, which resulted in a loss of $3,240 USD.

I had a self-exclusion on my Razed account due to a gambling addiction since July 30, 2025. My account was fully verified with all my personal information.

Despite this, the casino failed to enforce my self-exclusion and allowed me to access my account again on the same device and network.

The casino's system failed completely to prevent me from gambling, which is the direct opposite of what a self-exclusion is designed to do.

This is a clear failure of Razed's duty of care. By allowing me to bypass my own restriction and play again, they showed a clear negligence in their player protection.

I am formally seeking a full refund of $3,240 USD.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Razed Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify whether any of your accounts are currently accessible to you?
• Would you be able to provide evidence that you informed your VIP host or the casino in general about your gambling problems, and when that happened?
• Send emails or chat transcripts to my email at [email protected], or post screenshots here

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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Dear Tomas,

Thank you for your quick response. I am happy to provide the information you need to investigate my complaint.

Regarding your questions:

Both my original account and the new, secondary account are currently closed and inaccessible - although I assume if I create a new one they will allow it...

I have provided evidence of my gambling problems directly to Razed. On or around 28 July, I had a conversation with a casino representative named John, in which I informed him I was struggling. As a result, he applied a one-month break to my account for my well-being.

I have attached all the necessary documents to my email for your review. They include:

The chat transcript with John, which proves the casino's awareness of my issues.

Screenshots of my new account, which was successfully verified with the same personal documents.

Screenshots showing my deposits and the total loss of $3,240 USD.

The email from Razed's complaints team in which they refused my refund.

Please let me know if you need any further information.

Best regards,

Jorge

Dear sirs, from secundary account I successfully withdraw so please update the topic name amount to 2,689.59 loss. I deposited $3,241.99 USD and withdrew $552.40 USD they told.

Hi Jorge,

I'll copy and paste the same reply I issued to your Trust Pilot Review.

As mentioned previously, we take responsible gambling extremely seriously. Our highest priority is ensuring that all individuals who use our platform do so for entertainment purposes and within their financial means.

To support this, Razed provides a range of responsible gambling tools designed to help users maintain control of their activity. Within each player's profile, the Responsible Gambling tab allows users to set loss and wager limits, take a temporary break, or request permanent account closure via our live support team.

However, it's important to note that this page does not prevent users from creating new accounts to bypass existing limits and restrictions. Creating multiple accounts is a direct violation of our Terms of Service, which all users must explicitly agree to upon registration.

In your case, creating a second account constitutes a breach of our Terms. Additionally, the IP addresses linked to the two accounts in question do not match, which prevented our system from automatically flagging the connection. The difference in formatting (e.g - use of capital letters) during the verification process also contributed to the system not detecting the duplication.

We are also aware of a similar incident involving another gaming operator, in which you closed an account, opened a new one, and then sought compensation via public forums. Given this context, your actions appear to follow a deliberate pattern, raising concerns about potential misuse of responsible gambling protocols.

While we continue to enhance our systems, no operator can fully prevent all attempts to circumvent safeguards. We urge you, and anyone experiencing signs of problem gambling to seek professional support through the links below:

https://gamblersanonymous.org/

https://www.gamblingtherapy.org/

Best regards,

Connor Razed

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jorgept,

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,

Tomas

We’ve reopened this complaint at the request of the player.

Player's message:

To the Casino Guru team and Razed Casino,

I am writing to provide a critical update to my complaint, which I request be reopened. I have discovered that Razed operates under the same regulator, Anjouan Gaming, as another casino, 1xBit, from which I have been permanently self-excluded since November 18, 2024. This discovery is the key reason why my main account should have been refunded, as their system should have automatically recognized my self-exclusion from a shared platform.

This failure is a severe and inexcusable breach of responsible gambling practices. Instead of acknowledging this failure, Razed’s representative, "Connor," has engaged in deeply unethical and criminal behavior. I have attached screenshots of our conversation as evidence.

Connor attempted to manipulate the situation by accusing me of "extortion" for simply requesting a refund for my losses.

He used my personal data—specifically a photo of me holding my ID card and my address—to intimidate and threaten me, stating, "I just know lots of people In Portugal." He denied his actions were a threat, but the context of the conversation proves otherwise.

These actions go far beyond a simple dispute. Razed's failure to protect a self-excluded player is compounded by their representative's harassment and threats. I urge you to reopen this claim and hold Razed accountable for their negligence and the criminal conduct of their staff.

I'm sending the collected evidences for Tomas and Petronela's email addresses.

Thank you for your attention to this serious matter.

Sincerely,

Jorge

Dear player,

Would you be able to submit evidence or point me to the direction where it was explained that your original account was excluded due to you informing the casino of your gambling issues?

Looking forward to your reply.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jorgept,

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,

Tomas