Razed Casino - 本人確認の遅延のため、プレイヤーの出金は保留されています。

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