Razed Casino - Pelaajan kotiutus on evätty vahvistusviiveiden vuoksi.

Subject: Formal Complaint Regarding Withheld Withdrawal and Unresolved Verification Delay

Dear Support Team,

I am writing to file a formal complaint regarding the unacceptable handling of my account verification and withdrawal request on the Razed Casino platform.

For the past five months, my withdrawal of 1870 USDT has been blocked under the pretext that I must complete Level 2 verification. I fully complied with all your requirements and submitted every requested document promptly, including all identification and verification materials necessary for the process.

Despite this, for more than five months my verification remains "under review," and no clear explanation, resolution timeline, or meaningful assistance has been provided. During this entire period, my funds have effectively been withheld without justification.

I have repeatedly contacted support and provided additional information whenever requested. I also possess full screenshots and records of all correspondence, submissions, and account details confirming my cooperation and the prolonged delay from your side.

This situation raises serious concerns regarding:

Unreasonable verification delays

Unfair withholding of customer funds

Lack of transparency and proper communication

Possible violation of fair gaming and financial practices

I respectfully demand:

Immediate completion of my Level 2 verification

Release of my withdrawal amounting to 1870 USDT

A clear written explanation for the excessive delay

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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

Best regards, 

Attila

I have been uploading various documents to them since December 2025. For already half a year they have been unable to verify my profile.

They keep rejecting my proof of address documents. I have already uploaded at least four different documents, and all of them contain the exact same address, yet they continue rejecting them again and again

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

I sent the file to you by email

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, Igor (igor.p@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

Dear n68270836777,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Razed Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Razed Casino representative to join this conversation and participate in resolving this complaint.

Dear Razed Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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.

Is there any news?

Dear n68270836777,

I have repeatedly tried to contact the Razed Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor