The player from Germany had made a deposit on the Razed platform over three weeks ago, which was debited from his account but not credited to his player account. He faced accusations of making a mistake, despite having communicated with both his bank and the casino's support. The player had explained that a transaction was canceled, but the money was still debited, causing a mismatch in the casino's records. The complaint was closed due to the player's lack of response to further inquiries and reminders, preventing further investigation or resolution at that time.
Razed Casino - Player’s deposit is not credited.
Closed
Our verdict
Player stopped responding
Amount: €20
Razed Casino
Safety Index 7.3 Above averageCase summary
Discussion
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3 months ago
Translation
Good day,
I made a deposit on the Razed platform more than 3 weeks ago (since March 12th).
This was confirmed by me via TAN, but since this transfer had expired due to time constraints, I only noticed later that it had been debited from my account but not credited to the player's account.
This casino is accusing me of making a mistake, despite communication with my bank and their support. Please help me!
Automatic translation:
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3 months ago
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.
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3 months ago
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.
- Have you made any previous or subsequent successful deposits to the casino?
- How is the deposit recorded in the casino's records? Would you be able to share a screenshot?
- Have you deposited using the payment instructions found in the casino's cashier? Would you be able to describe the process of depositing in the casino?
- Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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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3 months ago
TranslationWill anyone ever answer this? What a load of rubbish!
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3 months ago
Hello siggi,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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3 months ago
Thanks for your patience and the information provided.
According to the reply you received, there were 4 transactions, 3 of which were processed (on March 12th and 13th) and one wasn't.
Could you please explain how the issue looks from your point of view?
Is there any evidence that contradicts the casino's conclusions?
Please let me know.
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3 months ago
TranslationOn March 12th, I cancelled one of the four transactions because the process was taking too long.
At the same moment, I authorized the transaction via PushTAN, but realized it was still the transfer I had cancelled. The money was debited from my account but never arrived at the casino!
And so it's shown as cancelled in the casino... but it's already been sent from my account to the recipient! They probably can't match it up anymore, since it was cancelled and confirmed at the same time!
Edited
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2 months ago
Thanks for your reply.
Kindly share with me your bank statement from the relevant period and your deposit history as they appear in the casino's records for review. My email is tomas@casino.guru
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2 months ago
Dear siggi,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
