Razed Casino - Player's withdrawal is delayed due to verification issues.

Good morning, I'm having trouble verifying my account. I can't withdraw until I verify it. They're asking for proof of funds. I'm unemployed, and the only funds I receive are deposits from other casinos. I've sent them a bank statement with those deposits. They've accepted it, but they say it's not enough and are asking for something I can't send because I don't have it, and there's no way to make them understand.

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Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask a few questions to clarify your situation.

• Have you tried contacting the casinos from which you previously withdrew winnings that were later used to deposit money into Razed Casino? I recommend explaining your situation to them and asking for an official document that includes your personal details and confirms the successful withdrawals — with the corresponding dates and amounts. These details should match the transactions shown on the bank statement you submitted to Razed Casino.
• Have your other documents been approved during the KYC process?
• Has Razed Casino suggested any alternative documents you could provide to verify your source of funds?

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

Best regards,

Veronika

Good morning,

I've sent them the statement of my bank deposit from those casinos, and they've accepted it as well.

The other verification phases are approved.

They don't offer me any other solution. They ask me to send them payrolls, but I don't have any. The source of my funds is other casinos, a document that they have already approved, and I don't understand why they keep asking me for something else, if they have already approved that.

Thank you and greetings

Thank you very much, joseluisP, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello joseluisP,

I'm Michal, and I've taken charge of your complaint. I've looked into this matter, and I understand that you're having trouble supplying the required source of funds document since you mentioned that you are currently unemployed and don't have a regular income. However, could you please share screenshots or email confirmations of the withdrawals from other casinos that correspond to the amounts that are reflected in your bank statement, as this could essentially serve as the source of your funds?

Please send it to me via email at [email protected]

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 unable to supply a "standard" source of funds documentation due to their unemployment status and that their available funds are derived from winnings at other casinos. It would be reasonable to expect that you might suggest an alternative method for the player to demonstrate this information. We would greatly appreciate your guidance on how this matter can be resolved.

Should there be any factors affecting the situation that cannot be disclosed publicly, please feel free to share them with me directly at [email protected]

Hi Michal - I hope you are doing well.

This user had KYC requested at the advice of our traders after several sports bets were flagged as potential fraud. Following this, the user was unable to provide any proof surrounding income or source of funds used to deposit. Whilst we accept the notion that users can fund accounts from previous gambling winnings, the user provided no evidence to back this claim. In tandem with responsible gambling protocols, as an operator, we cannot blindly service users with zero evidence of income or legitimate funds, not to mention AML and proceeds of crime regulations that must be abided.

We appreciate the service that Casinoguru provides by offering users the ability to achieve resolutions via a 3rd-party. In saying this, it is important to remember that we have license-level regulations to abide by in order to remain compliant. We will never actively delay a withdrawal or find reasons to not payout a user unless there is a legal reason to do so. We'd appreciate if this is kept in mind for future cases.

This being said, and after receiving further evidence - the user can now withdraw successfully.

Best,

The Razed Team

Dear Razed Team,

Thank you for your response. I acknowledge your obligations, just like any other licensed casino, to comply with AML and other licensing or cybercrime-related regulations. I also recognize your right to request that players appropriately demonstrate the source of their funds; this requirement is fully understood and accepted.

However, as mentioned previously, it was our expectation that an alternative method for the player to provide this information might be considered, given their inability to submit the standard income documents, as they have informed you in their communication with the support team and as mentioned above in the complaint thread. Furthermore, if the player had received the appropriate assistance from the support team, it’s likely they wouldn’t need to contact us for help regarding this matter.

Nonetheless, I am pleased that the situation has now been clarified and that the player has apparently successfully completed the verification process and can proceed with the withdrawal of their winnings.

I appreciate your attention to this matter.

Dear joseluisP,

Thank you for your email containing the extra evidence. According to the feedback from the Razed Team, you are now able to withdraw successfully.

Please inform me once you have received the funds so I can move forward with closing this case as resolved.

Thanks for your help Michal. I withdraw all. Everything ok now

Dear joseluisP,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation, and you have received the funds.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru