The player from Australia had $794 in winnings that were processing for withdrawal, but after a day without response, he learned from support that verification was needed before release. Despite attempting to verify his ID, he encountered issues and was advised to try again later. The Complaints Team attempted to gather more information and facilitate communication but received no further response from the player. Consequently, the complaint was closed due to lack of cooperation, with the option to reopen it if the player resumed contact.
Razed Casino - Player's withdrawal is delayed due to verification issues.
Closed
Our verdict
Player stopped responding
Amount: A$794
Razed Casino
Safety Index:HighCase summary
Discussion
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Public
3 weeks ago
I used my real money and I got up about twice, and it all added up to $794 and I went to go withdraw and it said it’s processing but then it took a whole day and no response, then I spoke to the support chat and said nothing will come through unless everything is verified. Which was weird cause that’s usually the first thing they do. But then I went to go verify my id that always works and it wanted working so they said come back in a few hours and try again.
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3 weeks 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 weeks 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.
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Have you made further attempts to verify your account? Were you successful?
- Have you contacted support and asked for assistance? Have you received any response?
- Could you please share with me your communication with the casino regarding the issue? 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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2 weeks ago
Dear mac71,
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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1 week 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
