Razed Casino - Player’s account has been closed and funds confiscated.

My account was recently terminated with immediate effect, and a total balance of $15,906.05 which includes my $10,000 initial deposit was seized by the platform.

Razed claims I breached their Terms and Conditions by operating multiple accounts and engaging in 'prohibited advantage play. I have explicitly denied both allegations to their support team. I have never created or operated more than one account, and I have challenged them to provide any evidence of this, which they have failed to do.

Regarding the 'advantage play' claim, I am a math-oriented individual who uses cognitive strategies during play; I do not use bots, software, or prohibited tools.

Despite my professional and fact-based appeals to their support team requesting a manual audit of my account, I have received zero response. Seizing an entire account balance, including a substantial initial deposit, based on unproven and incorrect claims of multi-accounting, is a clear violation of fair gaming practices.

I am currently in the process of escalating this to the licensing authority as this conduct appears to be in direct breach of the compliance standards expected of a gaming operator. Your help is greatly appreciated.

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 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 advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (which games and game providers) Have you participated in multiple games at the same time on multiple tables?

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

• I was a player at the casino for a little under a week and my account was restricted on July 3rd.
• To accumulate my balance, I played live blackjack offered by pragmatic play. I likely played multiple games at the same time on multiple tables yes but on my personal account only. I did not make any additional accounts.

I'd like to further add that the casino's own policy says "10.3 The Casino has zero tolerance to advantage play. Any player identified as employing tactics to gain unfair winnings agrees that Company reserves the right to void bonuses and any winnings, for the reasons of:". First of all, I don't believe that a breached any terms and conditions, and secondly, in no world is it okay for them to confiscate the initial deposit as well.

Dear willhas,

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, Michal (michal.v@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,

Tomas

Hello willhas,

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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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

Dear Razed 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

Hello Michal - I hope you are well!

Thank you for bringing this matter to my attention!

A brief summary of this case is as follows -

This account in question is one of about 4-5 different accounts that formed a card counting syndicate on our brand. At first it was one account, and after it was flagged by the game provider and thus banned from live casino - a second account was created and the same thing occurred. In total, we can directly tie this account to a cluster of 4-5 accounts that were utilising advantage play tactics (card counting) on Black Jack.

Pragmatic Play and Evolution now have state-of-the-art fraud detection software that systematically detects when users are placing wagers/increasing their stake when the true count is in their favour. If a one off, we are happy to let it slide but when it occurs during every session and across multiple accounts in which are tied together via IPs, device IDs and other evidence that I am happy to share confidentially via email - there is no justifying their actions. It's important to note that this user along with all users agree to our terms upon registration which state -

'10.3 The Casino has zero tolerance to advantage play. Any player identified as employing tactics to gain unfair winnings agrees that Company reserves the right to void bonuses and any winnings, for the reasons of:

use of stolen cards;

chargebacks;

creating more than one account in order to get advantage from casino promotions;

providing incorrect registration data;

bonus abuse

any other actions which may damage the Casino.'

Should you have any further questions, please do not hesitate to ask.

Best,

The Razed Team

Dear Razed Casino,

Thank you very much for the reply. Please send all relevant information, along with the aforementioned evidence, to michal.v@casino.guru. I am looking forward to hearing from you.

Dear Willhas,

Unfortunately, I must inform you that I can no longer assist you with this matter. After a thorough review of the evidence, it appears that your account is linked to other accounts that are reportedly employing card counting strategies, as indicated by several factors mentioned in the last post made by the casino, like shared IPs and device IDs, among others. This conclusion has also been corroborated by a communication from the game provider.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Of course, you are free to escalate this matter with the regulator if you believe that you have a case. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at michal.v@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V

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 Michal,

If you guys are going to be the central hub of dealing with customer complaints, please ensure your processes are without error so as to avoid unnecessary responses.

We provided the evidence to your email as requested. You have subsequently rejected the complaint publicly. Please explain how you would like us to respond further?

Best,

The Razed Team

Dear Razed Casino,

I apologize; due to some technical difficulties, the complaint process has not ended properly. I will now proceed with closing the complaint. Thank you once again for your cooperation.