Razed Casino - Player’s account has been closed with outstanding winnings.

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Dear Cussyboi,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please share your communication with the casino? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.
• Additionally, have you indicated any responsible gaming issues to the casino?

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,

Attila

Hi I sent you an email , thank you.

also no responsible gaming issues

Hi Did you receive my email?

Dear Cussyboi,

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.k@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,

Attila

Sounds good! Need any more docs ?

Hello Cussyboi,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Razed Casino to join the conversation.

Dear Razed Casino,

Could you please provide clarification on why the player's verification process has somehow gotten stuck? As the player mentioned, they informed you already that they are a student and not currently employed; thus, they cannot provide the usual income documents, but they supplied alternative documentation (older salary proof, bank statements including family support, brokerage statement, and crypto gains evidence) for the source of wealth verification. Why was this not accepted, please?

We would greatly appreciate your guidance on how this matter can be resolved.

Additionally, can you please respond to the player's enquiries:

Pay the remaining outstanding balance (~2,000) to the same wallet/method used for the prior payout and provide the transaction details, OR

Provide a complete itemised account ledger and clear calculation proving that no additional amount is owed.

Should there be any factors affecting the situation that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@casino.guru

Hi Cussyboi,

Thanks for raising this case with us.

I have just had a look into your account and the mentioned situation. Whilst you state that 70% of your activity was on casino and not sports, it should be noted that 100% of the profit in which you are seeking access to was derived from arbitrage sportsbets that exploits discrepancies or errors in odds on our sportsbook. It is with complete certainty that your action on sports is not retail as every bet placed had the market conditions and clear abuse factors we'd come to expect from such tactics.

Casino -

• Turnover - $28,625.01 USD
• PnL - (-) $839.45 USD

Sports -

• Turnover - $8,156.06 USD
• PnL - (+) $2,953.67 USD

As you agreed to upon registering on our website -

8.7 Razed reserves the right to terminate a user account without reimbursement or compensation should it be determined that the user has engaged in the exploitation of errors or delays within the sportsbook's software. The following actions are regarded as violations:

a) The user places bets on sporting events with delayed feeds.

b) The user places bets exploiting discrepancies or errors in odds.

Following the KYC of your account, you were issued with a refund of your total deposit in full. If you have any questions, please do not hesitate to reach out.

Best,

Connor Razed

Thank you for the casino’s response.

The most important point is that the clear majority of my activity on Razed was casino play — approximately 70% of my total wagering turnover was on casino games, not sportsbook. This complaint was raised in relation to account closure, verification issues, and forfeiture of gameplay on a platform where my primary engagement was casino gaming.

It is only after the complaint was filed that the operator shifted the focus entirely onto sportsbook activity. The casino element remains central here because it represents the majority of my use of the site and the original basis of the dispute.

In addition, I want to clarify that this is the first time I have heard any allegation of "arbitrage" or exploitation. At no stage prior to the complaint was I warned, notified, or informed that my betting was considered abusive or in breach of Clause 8.7.

I strongly dispute the suggestion that I engaged in arbitrage. I placed standard NBA bets at publicly available odds offered on Razed’s platform. All bets were accepted and settled normally, with no indication of errors or delayed feeds at the time.

If the operator is relying on Clause 8.7 to justify forfeiture, I respectfully request they provide specific evidence, including:

The exact bets they claim involved delayed feeds or odds errors (event, timestamp, market, odds)

Evidence that those markets were officially deemed erroneous

The objective basis for classifying normal betting activity as "arbitrage"

Profitability alone does not constitute abuse, and retrospective allegations without bet-level evidence are not sufficient to justify forfeiture — particularly given that casino play was the majority of my activity on the platform.

Thank you for reviewing this matter fairly.

Dear Cussyboi,

Thanks for the reply. Whilst I appreciate the further correspondence, I cannot be more clear regarding the reasoning behind the casino's decision. Irrespective of your notion that your action was heightened on the casino side of things, your action on the sportsbook is what has lead us to the final decision.

"It is only after the complaint was filed that the operator shifted the focus entirely onto sportsbook activity. The casino element remains central here because it represents the majority of my use of the site and the original basis of the dispute."

• This is categorically incorrect. Our reasoning for verification and ultimately, the closure of your account stems from our internal and external (sportsbook provider) risk teams flagging your bets. Actioning use of our sportsbook that violates our terms and conditions and then laying turnover on 1% house games, to build the narrative that your action is lob-sided towards the casino, undermines your intent to gain funds improperly acquired through your use of our sportsbook. To ensure the same notion ceases and does not continue - The account: ArthurCussy, was deemed to be in violation of the casino's terms and conditions through in-proper use of the sportsbook. Following this, the account was KYC'd and the account was closed, following the withdrawal of the initial deposit amount in full. There is zero (0) relation to casino play in this dispute and our decision was based solely on the actions of the user within the sportsbook.

Best,

Connor Razed

Thank you for the operator’s response.

I want to keep this complaint within Casino Guru’s scope. This is a casino account closure/KYC/forfeiture dispute. My account was closed approximately one week ago due to repeated "failed KYC attempts," and at that time my profits were forfeited and I received only a refund of my deposits. That KYC/verification outcome is the primary basis on which the account was closed and why I raised this complaint here.

I also want to emphasise that casino gaming was my primary use of the platform (approximately 80% of my overall activity/turnover was on the casino). The operator imposed an account-wide forfeiture and closed the account, removing access and applying the financial outcome across the entire account. This is why the matter is appropriately treated as a casino account dispute rather than a narrow argument about individual sportsbook bet settlement.

I cooperated extensively with verification and provided multiple forms of Source of Wealth/Source of Funds documentation, including bank statements, evidence of wage earnings in 2025, brokerage/investment statements, and supplementary crypto gains evidence, together with additional supporting documents when requested. As a student I am not currently employed, which is why I could not provide "last two months payslips," but I provided substantial alternative documentation demonstrating legitimate funds.

Crucially, at the time of closure the stated reason was KYC/verification failure and responsible gambling/affordability messaging, and the forfeiture decision was applied on that basis. I was not warned prior to closure that any activity was considered a breach. The first time the operator communicated any allegation of "arbitrage/abuse" was only after escalation of this complaint, and I dispute that this was the basis communicated at the time of closure.

The issue here is transparency and fairness in how the operator has handled KYC and account closure, and the basis on which profits were forfeited on a primarily casino account. I am simply seeking to be paid out in full.

Thank you for your continued review.

I want to add a key clarification with dated records of the operator’s stated basis for closure.

On 17 February, Razed emailed me confirming total deposits and withdrawals of $2,504.47 and stated that my account closure and the forfeiture of gameplay resulted from verification failure and their responsible gambling policy, adding that accepted Source of Wealth documents must be bank documentation stating income or supporting the volume of deposits.

On 18 February, Razed again stated that to be considered I must submit documentation through the source of deposits and that my account "remains closed due to multiple failed verification attempts," leading to account closure and deposit refund.

These two emails confirm that the contemporaneous basis for closure/forfeiture was KYC/verification (source of funds/wealth) and RG/affordability, and not the later narrative introduced after escalation.

I have attached screenshots of both emails for review.

Thank you.

Dear Cussyboi,

I appreciate you sharing your perspective, and I acknowledge that the initial focus of this matter was the KYC/verification process.

During a thorough investigation, it is not unusual for related issues or other relevant details to come to light. This appears to be the case as we delve deeper.

To ensure I have a full and accurate picture, I am in the process of compiling and meticulously reviewing all the information and evidence available. Once I have done so, I will be in a much better position to determine the next appropriate steps.

Dear Connor / Razed Team,

Thank you for your responses. Please provide me with the information and evidence supporting the alleged violations of your terms and conditions, of which the player is being accused, at michal.k@casino.guru for an independent review.

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.

Hopefully they reply! Thanks for the help so far

Dear Cussyboi,

I would like to offer a brief update. The aforementioned post was automated, one generated by the system at this moment. I am currently communicating with the casino team through email, and I am addressing your case. I anticipate being able to furnish you with a more comprehensive response shortly.

Ok thanks

We have replied via email to the above request as of 15:43 CET 23 February, 2026. The delay stems solely from the Casino Guru side and not with us.

Best,

Connor Razed

Thank you for the information and evidence provided, Connor / Razed Team.

Dear Cussyboi,

I appreciate your patience while I reviewed all the information and evidence related to your case.

After careful consideration, I regret to inform you that I will not be able to proceed further with your claim. While I acknowledge that the majority of your gameplay took place within the casino section, it's important to highlight that the entirety of the profit in question was generated in the sportsbook section.

As outlined by the casino team and supported by the evidence provided, your profits from the sportsbook were the result of arbitrage betting—a practice that involves taking advantage of discrepancies or errors in the odds. This approach is not permitted under the rules you agreed to when creating your account, as it goes against the intended use of the platform.

I'm sure you can appreciate that once a breach of terms is confirmed, it unfortunately impacts eligibility to withdraw related winnings. These kinds of discrepancies often come to light during the account verification process, which is a standard procedure across the industry.

That said, the casino has returned your initial deposit, which is consistent with how such matters are typically addressed.

Please note that our Casino Guru complaint forum is exclusively focused on matters concerning online casinos and their casino games. We do not address complaints related to sports betting, as we don't have enough thorough insight into this field of online gambling; however, the evidence presented by the casino team in this instance is quite straightforward, and they have acted in accordance with their established rules, as you have been informed.

As a neutral party, I have carefully examined all aspects of the situation. In my assessment, the casino has acted within the boundaries of their published rules.

If you still believe your position is justified, I suggest that you consider submitting your complaint to a platform that specialises in sports betting disputes or directly to the regulatory authority that oversees the casino.

I'm sorry we could not be of more help on this occasion.

Should you face any casino-related issues or concerns regarding casino games in the future, please do not hesitate to contact us, and we will try our best to assist you.

Best regards,

Michal

Casino Guru