Razed Casino - Pelaajan kotiutus viivästyy dokumentaatio-ongelmien vuoksi.

I have deposited 6.5k total on the site over a couple of weeks i did bet on sports. After a couple of weeks and 6200$ in my account i wanted a withdrawal they told me i have to verify my account standart procedure. 

So i sent them ID, proof of adress and then they did ask for a proof of funds. They cited i could provide a bunch of different option 2 of thoses being the most common a bank statement and a payslip.  

I sent them 2 payslips aka what the explicitly requested they told me it was a secondary proof of income..... So i sent a bank statement and they said the same thing asking for more payslips saying the same thing again. Ive been sending them the exact doc they requested for 1 month now and they wont event tell me why thoses are secondary but keep repeting the same thing and asking for the same doc again always taking very long to reply and never saying why the exact requested doc i did send are secondary.  

In resume they are using their "regulation" and just asking for doc they know they will refuse so they dont look like they scam me outright. Its not my first time playing on online sports bettings sites i know how to send proper documentation i can assure you its not a problem about me sending the wrong documentation.

On top of that even tho my account is "not in accordance with regulation regarding proof of funds" they would still let me deposit just not cashout.

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.

Dear Raphael123,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that verifying your proof of income seems to be the only issue?
• Has the casino approved the rest of the documents you've provided?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hello Kristina,

Thank you for your help.

Yes, they did accept other documentation (KYC and proof of address). Initially, they declined my electricity bill as proof of address, but after I raised a complaint, they accepted it.

However, they did not accept my proof of funds, even after explicitly telling me what they required and after I submitted five separate documents that they had requested.

They have completely refused to explain why or in what way these documents are considered "secondary proof of funds."

I have also found many peoples reporting the exact same issue on gambling review forums. It seems they use this tactic to request numerous documents and, after a while, confiscate funds on the basis that too many different documents were submitted, even though those documents were specifically requested by them.

On top of that, they still allow me to deposit even though my proof of funds has not been confirmed, but they will not allow me to withdraw. This behavior is highly concerning and appears very questionable to say the least.

Kind regards,

Raphael

Thank you very much for your reply, Raphael123. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

All my communication with them are pretty much like that they ask for something i provide it then they ignore say its "supplementary documents". I could post more of thoses convo but i dont think it would help much since its pretty much the same thing again and again they just say its supplementary and when i ask why they dont reply to the email or ignore the question like i did show below.

I have attached screenshots of the documents I submitted so you can review them directly and see by yourself that thoses should be more than sufficient. Please note that I have provided more payslips than those shown here, but I did not include all of them to keep things concise.

The documents are in French, as I am a French Canadian. They show an income of approximately $80,000 after taxes, along with $10,000 in savings in my bank account. The bank statement also clearly demonstrate that these amounts are being regularly deposited into my account, as requested.

I will add my last conversation with Razed support as it clearly shows that the responses provided were vague and that no proper explanation was given as to why my documents were rejected.

After that last conversation with them they even change my status from "supplementary document" to declined

Dear Raphael123,

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, Barbora (barbora.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,

Kristina

Hello

Thank you for you time Kristina i appreciate it just to let you know i sent another document 60k of investment to them its been in review for more than 2 weeks without them even looking at it (they will never look at a document i summit before i harras them in the chat support its been like that for every document i summited) . I will let Barbora deal with them and if she need anything form me she can just contact me here.

Raphael.

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Razed Casino representative to join this conversation.

Dear Razed Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

Razed in a nutshell right there — they won’t respond because they want to keep the money, and they know they’re in the wrong.

Just to let you know, Barbora, on April 13th I submitted another proof of funds (an investment portfolio) — the sixth document I’ve provided them. To test how dishonest they are, I simply sent the document and never asked for any update. It’s been 14 days, and they haven’t even reviewed it yet.

Hi Raphael and Barbora,

Apologies for the delay in response.

The account in question was comprehensively kyc'd due to repeated instances of line falls and arbitrage betting patterns within the sportsbook. The source of wealth documents provided failed to showcase wealth that aligns with the level of deposits being executed. Due to both of these reasons, we'll be exercising the companies rights laid out in the terms and conditions and terminating the account in question.

Please withdraw remaining funds within the next 72 hours.

Best regards,

The Razed Team

Hello

Perfect i did a withdraw on the client as we speak.

Raphael

Dear Raphael,

Thank you for the update.

We are glad to hear that you were able to request the withdrawal. Once you receive the funds successfully, please let us know here so we can confirm the payment and proceed with closing the complaint accordingly.

If there are any delays or issues with the withdrawal, do not hesitate to inform us right away, and we will continue assisting you.

Dear Raphael123,

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.

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,
Barbora
Casino.Guru