Raze Casino - Player's winnings were confiscated due to bonus game restrictions.

I was playing a game at this casino with a bonus, but the casino changed that game to a non-bonus available game while I was playing.

I then played another game and met the wagering requirements, but the casino refused to cash out because I played a non-bonus game.

I don't see any justification for adding an unavailable game in the middle of a game and then forfeiting it because I had played that game with a bonus prior to that game.

Dear andandjonnyx,

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. 

• How did you find out that the game was restricted?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Best regards,

Kristina

When you open a game in this casino, you will see a symbol in the upper left corner indicating whether or not you can wager on the game with a bonus.

At the time I started betting, the game I was playing did not have this symbol, so I determined that it was not a restricted game.

However, I noticed that the wagering conditions were not progressing, and when I refreshed the page, I found that the game had become a restricted game.

I then played other slot games and met the wagering requirements, but the casino claimed that they would not allow me to withdraw because I played restricted games.

When adding games that are inherently restricted, it should be necessary to update the Terms of Service or take some other action.

Also, this casino does not handle the error of trying to play a restricted game with a bonus.

Dante

Thank you for contacting Raze Bet Customer Support Team.

Me

Bonus wagering requirements met but not cashed

Wed, 11:52 AM

Dante

There's no balance in your account

Me

It indicated that I was waiting for the sports bet to settle, but I should not have placed the sports bet in the first place.

As you can see, the wagering requirement is 100%.

Wed, 11:53 AM

Dante

Are you aware that the bonus you have redeemed can only be use in the casino slots games?

Me

yes

I played all of them in slot games.

To begin with, wagering requirements do not proceed outside of slot games. Isn't that right?

Wed, 11:56 AM

Dante

Let me check your account

Kindly bear with me

Upon checking, you have initially played Baccarat which is not allowed since you have redeemed a match bonus

We would like to inform you that upon redeeming any match bonus, you may only play slots games

Me

But then it was a permitted game.

The casino changed the game to unavailable in the middle of the day!

Wed, 12:01 PM

Dante

Baccarat is part of table games

Me

And it just doesn't contribute to the wagering requirements.

Wed, 12:01 PM

Dante

That's correct but when you decided to play on non allowed game is actually not following the terms of the casino

Me

At first it was allowed. The casino changed it in the process.

Wed, 12:02 PM

Dante

Please take note that moving forward, when you redeem any match offers we have, only slots games is allowed for you to play

Me

The evidence suggests that the first 10% of the betting requirements would have been advanced by Baccarat Deluxe. Please check.

Wed, 12:02 PM

Dante

I'm sorry but there's nothing we can do at this point but moving forward, we suggest that you contact us if anything is unclear to avoid this happening again

Me

Grant the bonuses achieved.

If not, contact Licensing.

The license states that if there are prohibited games, action must be taken to prevent them from being available for bonuses in the first place.

Wed, 12:04 PM

Dante

I'm sorry but we cannot do that.

Me

Then we will contact an outside agency, so please come there. Okay?

Wed, 12:06 PM

Dante

We're sorry to hear that but again, you haven't follow the terms of the bonus

May I ask if do you have any other concerns?

Me

It is in accordance with. At least initially, baccarat was clearly stated as a permitted game and the wagering requirements were progressive.

The casino changed it on its own in the middle of play.

Wed, 12:09 PM

Dante

You may refer to our Terms and conditions for your reference.

Me

There was no problem.

Games not allowed in the bonus should be marked in the upper left corner. Is there a difference?

Wed, 12:10 PM

Dante

Bonus wagering is exclusively permitted on slot games.

Baccarat is not a slot game but a card game

Me

Baccarat Deluxe was treated as a slot game.

There was no evidence of this, no bonus unavailability mark in the upper left corner, and the wagering requirements were progressive. Can you explain why?

The term "slot game" is very vague. So the priority should be whether the casino has marked it as unavailable.

I checked the terms of service and all it says is 'does not count towards wagering requirements'. There was no language clearly prohibiting play.

2.3 may be the equivalent, but at least Baccarat Deluxe when I was playing was helping to meet the wagering requirements.

Dante

Again, Baccarat is not slot game

Me

It was the casino that treated it as a slot game.

Then why was there no mark in the upper left corner?

Dante

I've opened the game and there's a clear note about it

Me

There were no notes.

I have confirmed that it did not have this mark on it.

A complaint has now been filed with an outside agency.

Please provide an explanation as to why you changed the game to one that is not available with a bonus in the middle of a player playing the game.

Dante

I believe you are aware about the categories of the game. Baccarat is never a slot game

Me

However, the casino treated it as a slot game. The casino's decision takes precedence.

Why did the casino initially treat it as a slot game?

The terms "slot games" and "table games" are very vague. Therefore, from the user's point of view, the only way to judge whether a game is a slot game or a table game is whether it is marked in the upper left corner or not.

The license also states that games that are not available as a bonus should generate an error when you try to play them in the first place. You know this, right?

Dante

There's a note in the game as it clearly says The game does not Wager the bonus.

Me

Did you see the image I just submitted?

There was no mark immediately after activating the bonus. The casino must know that, right?

Then, in the middle of my playing session, they suddenly marked it. Please explain the reason for this.

Wed, 12:35 PM

Dante

I've checked the game and also even not checking if there's mark or not, Baccarat is not in a category of slot game.

Me

However, the casino treated it as a slot game and did not mark it in the upper left corner. That's all.

Had it been marked from the beginning, I would not have played it in the first place. Why didn't they mark it?

Users cannot read the categories in the casino's brain. That is why the mark exists.

Wed, 12:38 PM

Dante

I'm sorry but we cannot further assist you about this concern. We've already explained it to you.

Me

The complaint has already been filed. Please provide an explanation there.

The format of the chat has a strange form, but please take it as a conversational exchange between the support and myself.

Thank you very much, andandjonnyx, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello andandjonnyx,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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.

The situation has already been explained clearly to the player, and the resolution was carried out according to our Terms of Service.

Initially, the player attempted to exploit one of our bonuses by wagering it in a game (baccarat). Upon discovering that the player was wagering his bonus in a game where it shouldn't have been allowed, we disabled bonus wagering for that specific game. However, recognising that the oversight was on our part, we did not reset the progress of his bonus.

Upon reviewing the conversation records posted by the player, it appears he omitted key parts where he provided us with fake screenshots, falsely claiming he couldn't play any games on our website, and requested a refund of his deposit under the pretense that his bonus would expire and he couldn't wager the funds in time. These claims were false. We couldn't replicate the issues he mentioned and verified that all players from Japan could wager bonuses in various games available on the site. Despite this, the player continued to submit fake screenshots, acting as if the games where he could wager the bonus were unavailable. After multiple explanations that he could continue wagering his bonus in other games that were available to him, we ceased responding to his refund requests.

Eventually, when the player realised that his bonus was about to expire and he wouldn't receive a refund, he suddenly managed to play games that counted towards bonus wagering. However, he failed to complete the remaining wagering requirement in time (with the bonus expiring at over 90% wager completion) and sent us another fake screenshot showing his bonus as fully wagered, accompanied by claims of technical issues that didn't exist on the website. Notably, the player sent us these screenshots showing the bonus at 100% completion more than an hour before the bonus actually expired. (keep in mind, bonus expired without wagering being completed)

In summary:

The player attempted to exploit the bonus wagering and was caught.

We disabled wagering for that specific game, and the player was required to wager in other games.

The player submitted fake screenshots and made false claims about game availability and requested refunds multiple times.

We stopped responding after verifying the games were accessible and explaining this multiple times.

The player eventually managed to wager in some games but did not complete the wagering in time and submitted another forged screenshot.

We hope this clarifies the situation and we can mark this matter as "resolved"

That is a big mistake.

Most of the games were actually unplayable.

It is also possible to speculate on the reason for the error: the environment crashed because a user was in the middle of playing and suddenly the game was changed to not allow bonus wagering.

To begin with, I repeatedly asked the casino which games I could play and the names of the machines.

The casino only insisted that I could play, but never mentioned specific players or slot names.

Why does the casino care if they can reproduce themselves when I am talking about my account crashing due to the casino's online fix?　Since my account and the casino's account are in different environments, it's not surprising that they can't reproduce it, and shouldn't it matter if the error is actually happening to the user or not?

Since the casino would not give me a refund, I had to search through a large number of games to find the ones that were playable in the limited time I had.

I open a random slot, get an error saying I can't play, and look for another game. This is a repetitive process.

The history that can be checked on the casino website also shows the proper expiration date and that the achievement rate is 100%.

It is unacceptable to treat screenshots that are inconvenient to the casino as forgeries.

The game history also shows that the last wager was actually completed one hour before the bonus expired.

Since the wagering requirement was 100% fulfilled and the last game history was one hour before the expiration date, it is clear that the wagering requirement for the bonus was fulfilled.

(Last bet was at 8pm, bonus due at 9pm)

Or are you claiming that the deadline itself, shown on the casino website as 9pm on June 28, is a lie? When is the real deadline?

As for whether the game is playable or not, it is pointless to submit screenshots or videos now, since a lot of time has already passed since then.

However, the bonus history and betting history are still available, and it is possible to submit video evidence.

This image was taken immediately after the bonus wagering requirements were met.

It stated to wait until the results of the sports bet were finalized.

I waited, wondering because I don't play sports betting, but the bonus eventually disappeared just like that.

Dear Raze Casino representative,

Can you demonstrate that the screenshots in question are forged?

https://gyazo.com/8cf36fc0d7da20bcedb49111200980ef

https://gyazo.com/da1d203349138519172bb55f92d644d3

I have no way to forge the screenshot or prove that it is not a forgery, but I can tell you that the bonus wagering requirement is 100% and that the last wager was made one hour before the bonus expiration date, as shown on the casino site immediately after the browser refresh.

It is clear to us that the player is trying to avoid acknowledging several key points that occurred while he played on our website.

Firstly, his initial deposit on our website was 50 USDT, followed by a withdrawal of 36 USDT. He then realized that Baccarat Deluxe (a table game where "bonus wagering" is very easy) was available for bonus wagering and could be used to wager one of our reloads easily. Consequently, he made a second deposit of 750 USDT with the intention of abusing the bonus wagering in that specific game. By this point, several of our Terms of Service had already been breached, and I quote them:

3.11. "You pledge to always act in good faith regarding your use of the Service and all betting activities."

6.3. "Your Account may be closed or suspended if you fail to adhere to these Terms, to maintain the Service's integrity and fairness, or for other significant reasons without prior notice. In such cases, any bets you placed may be canceled and/or voided, and funds in your Account (including deposits) may be withheld."

6.4. "We reserve the right to refuse, restrict, cancel, or limit any bet at our discretion, including bets we believe to be placed fraudulently to bypass our betting limits or system rules."

6.6. "Any funds mistakenly credited to your Account remain our property. We will notify you and withdraw such amounts once the mistake is identified."

6.8. "You must report any Account errors to us immediately. If we determine you've exploited bonuses or acted in bad faith regarding promotions, we may block or terminate your Account without refunding any Account balances."

11.1. "If our system or processes experience an error or malfunction, all bets will be deemed void. You are required to notify us immediately upon discovering any errors with the Service. We will not be responsible for any direct or indirect costs, expenses, losses, or claims caused by communication or system errors, bugs, viruses in connection with the Service, or incorrect payments made due to defects or errors in the Service. We reserve the right to void all affected games/bets and take corrective actions to remedy such errors."

Upon discovering the player's abuse of bonus wagering, we turned off the bonus wagering for that specific game but allowed the player to continue wagering without losing any of the unfair progress made. However, once the player noticed he could no longer abuse the bonus wagering in that specific game, he repeatedly lied to us, claiming he couldn't wager his bonus in any other game. We tested this multiple times, considering other players from Japan might be facing this issue, which turned out to be false. The player requested refunds multiple times, which we refused, as it was evident he could play other games to wager his bonus but preferred to abuse the bonus wagering in Baccarat Deluxe. Eventually, we stopped responding to his unfounded requests.

Somehow, the player realized his bonus was about to expire and "magically" found games on the website where he could wager the bonus, once again lying to our CS agents, causing delays and internal problems. This again breached our Terms of Service along with our Bonus Terms:

2.4. "Bonus wagering is exclusively permitted on slot games. Bets placed on Table Games, Live Games, Sportsbook, or any other categories are not allowed to count towards wagering requirements. Should a bet be mistakenly placed on restricted games, reach out to our live support for assistance."

3.10. "You commit not to manipulate the Service's market or any of its elements maliciously or in a way that could harm the Service's integrity or us."

3.11. "You pledge to always act in good faith regarding your use of the Service and all betting activities."

3.13. "You agree to provide true, accurate, and complete information about yourself at all times, including when requested by us."

3.21. "You are expected to treat the platform's support service with respect. Disrespect, insults, humiliation, or aggression towards support staff may lead to denial of support and possible account blocking."

As a gesture of goodwill, we allowed the player to continue enjoying our Service without immediate action based on our Terms of Service. Now, seeing his attempt to harm us, it is clear that whether or not he completed the bonus wager is irrelevant, as up to this point, 11 sections of our Terms of Service have been breached.

"Magically"?

You state such a thing without knowing that I opened various slot games, got angry with errors, and looked for another game.

This one has repeatedly asked in emails, 'Which specific slot games can I play?' I asked.

Yet the casino, perhaps to avoid responsibility, gave me no answer, so I had to search randomly.

In the first place, it does not matter whether the game is accessible in the Japanese environment as a whole.

The casino is doing maintenance in the middle of playing the game, which is something that no one who deals with the system should ever do.

It is only natural that my personal environment would go haywire if I did such a thing.

People have different interpretations of the genre of games.

At least in this casino, I was able to identify them by whether they were marked in the upper left corner or not.

Please prove that the video I just posted is a forgery.

To me, it is extremely dishonest for a casino to have you submit several screenshots and videos and then treat them as fake without admitting that they are faulty or that they meet the wagering requirements.

To begin with, during the entire time the casino and I were corresponding, not once did the casino claim that the evidence I submitted was fabricated.

It is too cowardly to claim that the images were faked now, after having acknowledged that they were real and ignored them all along.

I am also outraged that they initially claimed that the wagering requirement was not met, but as soon as they cannot prove that the video we submitted is a fabrication, they start saying vague things about lack of integrity.

Dear Raze Casino representative,

You mentioned lots of rules but I don't believe you can apply them on this situation.

We know andandjonnyx well, he creates lots of complaints on our website, most of them are the same. When he come to the casino, he is looking for a game where wagering is set wrongly and he wagers the bonus on that game (or play tournament on this game). I am sure he does this on purpose and he is well aware of what he is doing.

If we would be talking about a regular player, you cannot assume that if other games are blocked for wagering bonus and baccarat not, that the player goes through the ToS and checks if this is true. If the Baccarat was unblocked, you had the option to reset the progress and let the player to choose to get refund or wager the bonus on allowed games. The casino decided to let the andandjonnyx continue wagering with 10% of the bonus already wagered on baccarat and not allow him to get a refund. This is completely up to the casino.

Then the player started to have issues with games and complains that he cannot wager the bonus on games and he requested refund but manages to complete the wagering before the bonus expires.

Here the casino believes that the player was misleading their support and creating fake evidence because he didn't want to wager the bonus and he wanted a refund.

Can you prove it?

From our perspective: Despite the player being a big pain in the ass, he fulfilled the condition of the bonus. I have no doubt that he perfectly knows what he is doing but andandjonnyx does not cheat or use any exploits in games. He is purely focused on finding the best possible game where he can wager and if some game is wrongly set by the casino in the category where it shouldn't, he plays on that game. I see him as a very good tester of casinos, and if the casino has something set wrongly, he will find it.

However if you can prove that he was fabricated evidence to mislead your support and get refund I would consider this to be a reason for not paying him anything. 

Even now some games cannot be played.

Before I register or make a deposit, I check to see what games are available to play at the casino.

When the casino suddenly removed a game while I was playing it, I tried to play an alternative game, but I could not play it properly because of errors on various slots.

If the bonus had not expired, I could have waited until the casino fixed the error, but the bonus at this casino only expired in 3 days, and since it was an integrated bonus, I could not withdraw real money by canceling.

So I asked for the bonus to be extended until the error was corrected, but the casino ignored my request.

I asked the casino for a refund because I could not play the slots I normally play due to the error across the board, but the casino ignored that as well.

The casino says that you should play the games that are available, but isn't it a scam to have users register and deposit money with a false lineup, when in fact they can only play a limited number of games?

(Suppose the only slots available are slots with 0% RTP, is that what the user has to play?)

Eventually the casino continued to ignore me, so I gave up and did a search that included games I normally don't play, and somehow found a game I could play and fulfilled the wagering requirements.

However, when I contacted the casino, I was told that the casino was incoherent and that I would not be able to cash in my wager.

Maintenance should be done offline. To do it while people are still playing the game is insane.

The casino does not admit that there is a problem, but the casino claims that only 90% of the wagering requirements have been met, yet 100% of the wagering requirements have been met on my account. If this is not a glitch, what is?

More to the point, is this 10% difference for the first game I was playing?　Didn't this situation arise because I suddenly excluded games from the list in the middle of the process?

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.

You talk about dishonesty a lot, but when things get bad, you run away?

This is not the response of a decent company.

Hi Matej,

After careful investigation, we decided to close andandjonnyx's account for good. However, we are refunding his last deposit despite the breach of the clearly stipulated and accepted terms of use of our casino.

We will process the refund and notify andandjonnyx once it's completed.

Thanks!

Raze

Dear Raze casino representative,

I would appreciate seeing the results of your investigation. So far, you only proved (the andandjonnyx admitted it) that andandjonnyx wagered his bonus on a game that shouldn't be allowed. (From my perspective, this is the casino's mistake.) At this point, you could have decided to reset the wagering/bonus; however, you allowed him to continue the wagering on allowed games, which he did.

You said that he was complaining that other games were not available and that he wagered the bonus in the last hour before the bonus expired. Could you please prove that he lied/deceived your support agents?

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.

Still no deposit from the casino.

Is this casino so difficult to run that they can't even withdraw a high 1500€? Or was it a scam site from the beginning?

We disagree with the casino's decision, as we believe it cannot prove that the player lied in the chat. Therefore, we consider the casino's actions to be against our fair gambling codex.

This complaint is being closed as unresolved. Either the casino or the player may reopen it at any time.