The player from Alberta faced challenges with the KYC process initiated by Razed after depositing over $3000. He had provided bank statements as proof of payment but continued to have his withdrawal of $5000 denied due to verification issues, creating concerns about potential account closure. We asked him for the full casino communication, proof of payment, and a deposit-history screenshot to clarify the pending withdrawals and whether an earlier 3,000 CAD cash out had been paid and redeposited. As he did not reply to our requests or reminder, the complaint was closed due to lack of response and no further investigation could be completed.
Razed Casino - Player's withdrawal is delayed due to KYC issues.
Closed
Our verdict
Player stopped responding
Amount: C$5,000
Razed Casino
Safety Index 7.3 Above averageCase summary
Discussion
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1 month 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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1 month ago
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 you a few questions to clarify your situation.
- Could you please forward me the complete communication in which the casino requested proof of payment and explained why it rejected the documents you submitted? Please send these documents privately to veronika.f@casino.guru, including the documents you submitted as your proof of payment.
- Could you also send me a screenshot of your deposit history from your casino account? Please make sure the dates of the transactions and the deposited amounts are clearly visible.
- Your screenshot shows four withdrawal requests marked "Payment Processing." Are they all still pending? Could you also clarify whether the earlier 3,000 CAD withdrawal was paid to you and then deposited again?
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
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1 month ago
Dear Nack678,
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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3 weeks 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,
Veronika
Casino.Guru
