Razed Casino - Pelaajan talletus on takavarikoitu.

 I am writing to formally submit a complaint against Razed.com (Wild Technology Ltd)

Details of the dispute:

I previously had an account at Razed.com which I voluntarily closed on 05/11/2025

Subsequently, I opened a new account on the same site.

I accidentally deposited into my old, closed account.

I immediately reached out to Razed’s live support and explained the mistake. Instead of helping me retrieve the funds, their team closed both accounts.

Support claimed that I "used the funds for gameplay," which is not true. I did not place any bets with the deposit because the account was already closed / inaccessible.

I have supporting evidence:

Transaction ID / TXID: [insert TXID / hash]

Screenshot of deposit confirmation

Screenshot of my account being closed / banned message

Chat transcripts / ticket IDs from Razed’s live support.

Why this matters:

A deposit into a closed account is not gameplay. This is a mistaken deposit, and under fair licensing practices, Razed should return those funds rather than repackage them as a bet or use them as a "penalty".

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 allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please explain the reason why you have closed your initial account?  
• Could you please advise if you have passed the KYC verification? 
• Are you aware that creating multiple accounts at the casino is considered a serious breach of their terms and conditions, please? 

Here is the Razed Casino's terms and conditions specifically talking about this issue:

9.2 Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to termination of all such accounts and cancellation of all payouts to the player. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors. Any returns, winnings or bonuses which the player has gained or accrued during such time as the Duplicate Account was active shall be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account.

Thank you very much in advance for your reply. 

Best regards, 

Katarina

Thankyou for looking into this matter, I initially closed my account myself through live chat as a method of self exclusion. Razed never asked me for KYC even though I withdrew many many times.

A big component of this for me is support saying the funds were already used for gameplay when this is impossible as the account was already closed. To me they are lying as a way to avoid sending the money back.

Dear Gman55,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Gman55,

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.

Hey sorry for the late reply they just got back in touch yesterday and refunded after a few more messages so no issues here!

Dear Gman55,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 Center. 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,

Katarina

Casino.Guru