Razed Casino - 플레이어의 계정이 정지되었습니다.

I can't log in because it says my account has been banned without any notice.

When I contacted the chat, I was told that it was a violation of the terms of use regarding the bonus.

I have no recollection of this as I did not receive any deposit bonuses to avoid any trouble.

I receive the regular weekly newsletter etc.

I asked for a more detailed explanation and was told to email support, so I sent one but haven't received a reply.

Please help

なんの連絡もなしにアカウントがバンされたと出てログインできません。

チャットに問い合わせたところボーナス関連で利用規約違反と言われました。

こちらは入金ボーナス系はトラブル回避の為、貰っていないので身に覚えがありません。

通常のウィークリー等は貰ってます。

詳しい説明も求めたところサポートにメールしてくれと言われたので送ったが返信がないです。

助けてください

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Razed Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

・Account creation date is July 15, 2025.

I didn't receive any email so I don't know the exact date, but I think it was July 26th.

-When I tried to log in, I was banned and couldn't log in.

Slots, blackjack, etc.

・I deposited $1000, which includes rakeback.

- Send chat history via email.

・アカウント作成は2025年7月15日です。

なにもメールが来なかったので正確な日時はわからないですが7月26日だと思います。

・ログインしようとしたはバンされたとなってログインできなかったからです。

・スロット、ブラックジャック等です。

・レーキバックも含まれてますが$1000入金してます。

・メールにチャット履歴を送ります。

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]), 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 kake,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite Razed Casino to join the conversation.

Dear Razed Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at [email protected]

Hi Michal,

Have sent you a comprehensive write up via email. Nonetheless, Kake and the individual that referred him played almost exclusively on 'Blackjack Royal Pairs' by iSoftbet. The RTP on this product is 99.40% however, this particular games setting was incorrectly set to 93.72%.

Most of Razed.com's rewards and bonuses are via the method of Rakeback which provides users with a percentage of the house edge back to them. Due to this error in which these two users exploited, they were getting rewards based on a 6.28% house edge and not a 0.60% house edge.

Users must agree to Razed.com terms and conditions prior to creating an account. One condition states the following -

'8.4 If the Casino mistakenly credit your Player Account with a deposit, bonus or winnings that do not belong to you, whether due to a technical issue, error in the pay tables, human error or otherwise, the amount and/or the winnings from such bonus or deposit will remain the Casino property and will be deducted from your Player Account.'

Best,

Connor

Dear Connor / Razed Casino team,

Thank you for your response and your email. I have responded back with some additional questions.

Dear kake,

Can you please comment on the above? Were you aware of the imperfection or bug present in the Blackjack Royal Pairs game? How do you explain that you had the same gameplay and thus received much higher rewards, just like the person who referenced you in Razer Casino, as you normally should?

Dear kake,

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.

Thank you for your response

First, regarding the first point, the settings being incorrect, I'll say it straight away: I wasn't aware of it.

No one would bother to look into such things, and I don't think anyone would play while worrying that their funds might be confiscated if there was a mistake in the settings.

Also, I don't just play blackjack, I also play other slots.

I think it's going too far to shift the blame for the casino's mistake onto the player and confiscate their money when they were just playing normally.

Regarding the second point, I was playing the same blackjack as the player you introduced.

That person is a friend.

He told me about this casino, and since we both like blackjack, he taught me this game and we just played.

I have only been playing at this casino for a short time, so I don't know if the rake and other rewards are higher than usual.

As I mentioned earlier, I also play slots, so I wasn't just playing blackjack.

対応ありがとうございます

まず1点目の設定が間違っていた件についてですが、結論から申し上げますが知らなかったです。

そんなことわざわざ調べないですし、設定にミスがあった場合に資金が没収されるかもと怯えて考えながらプレイする人はいないかと思います。

あとそもそもブラックジャックだけプレイしたわけじゃなく他のスロットでも遊んでます。

普通に遊んでただけなのにカジノ側のミスをプレイヤーに責任転換し没収はやりすぎだと思います。

2点目の紹介してもらったプレイヤーと同じブラックジャックをプレイしていた件についてですが。

その方は友達です。

このカジノを教えてもらい、お互いブラックジャックが好きなのでこのゲームを教えてもらい遊んでただけです。

まだこのカジノでのプレイ期間が短いので通常に比べてレーキなど報酬が高いのかどうかなんて私は知りません。

前述に書いた通りスロットでも遊んでるのでブラックジャックだけプレイしてたわけじゃないです。

Dear Kake,

I have received information and evidence that does not quite correspond with what you have stated above.

While it is accurate that you have engaged in other games as well, it constitutes merely a small fraction compared to the considerable amount of time you have dedicated to playing "Blackjack Royal Pairs".

Among the thousands of players at Razed Casino, it appears that only you and your friend participated in that particular game during that period. Additionally, it raises pertinent questions that, despite your relatively short time at the casino, you have deposited a substantial amount for a "new starter" and wagered a significant sum. This behaviour has been flagged again, specifically in your and your friends' accounts, which implies that it may not be a mere coincidence but rather a calculated strategy.

Why have you opted only for this specific blackjack game? Why have you not tried other blackjack games?

First of all, he clearly states that he likes blackjack.

So it's inevitable that there will be a lot of blackjack play, so there's no contradiction.

I don't know if a particular game is popular or not.

Isn't this because RAZED has fewer participating players than other major companies?

What do you mean by relatively new to casino playing?

On what basis do you say that?

In the case of RAZED, I was banned soon after registering, so maybe I just didn't play for a long time?

From RAZED's perspective, we're all new players, right?

So I don't understand why people say they have deposited large amounts of money when their financial resources vary.

Even when it comes to betting amounts, people who can rank high in betting tournaments don't bet as much.

The reason I chose this blackjack is that there are very few video blackjacks to begin with.

Also, I don't like live blackjack because it's slow and I feel like the outcome depends on the actions of the players in front of me.

I would recommend checking, but there is almost no video blackjack available with any other provider.

I just played from those few games.

There weren't many to choose from and the rules were slightly different, but I didn't really care about that, so I just played the same game as my friends.

When a friend recommended it to me, he told me that you can make side bets with this game.

My friend also said that he likes to do this as a side bet sometimes as a fun element.

I'm not the type to do side bets that often, and I was banned straight away so I couldn't do it, but I was thinking maybe I'd try it as an additional element and as a new form of gambling someday, but as you said, I was banned straight away so I ended up not being able to do it.

大前提としてブラックジャックが好きだと明言しています。

なのでブラックジャックのプレイが多いのは必然だからなにも矛盾してません。

特定のゲームの人気があるとかないとか、こっちは知りません。

RAZEDは他の大手と比べて参加プレイヤーがそもそも少ないからそのような事になったのではないですか？

カジノでのプレイ経験が比較的浅いとは？

なにを根拠に言ってますか？

RAZEDに限っては登録してからバンされるのがすぐだったからプレイ期間が短いだけでは？

RAZEDから見たらみんな新規プレイヤーなのは同じですよね？

それで人によって資金力が違うのに多額の入金したと言われても意味がわかりません。

賭け金にしてもベットトーナメントで上位になれるような人ほど賭けてないですよ。

このブラックジャックを選んだ理由ですが、そもそもビデオブラックジャックの数が少ないです。

そしてライブブラックジャックは流れが遅いですし自分より手前のプレイヤーの行動によって勝ち負けが左右される気がするのでライブは好きじゃないです。

確認してみていただければと思いますがそのプロバイダー以外でのビデオブラックジャックはほぼありません。

その数少ないゲームからプレイしていただけです。

選ぶほどの数がないのと多少、ルールが変わるだけで、そこにこだわりがないので友達と同じゲームをしてただけです。

友達に勧められた時に「このゲームはサイドベットができるよ。」と教えてもらいました。

友達も遊ぶ要素としてたまにサイドベットしたくなるからこれにしてると言ってました。

私はあまりサイドベットはしないタイプですし、すぐバンされたので出来なかったですが追加要素の一つとして、いつか新しいギャンブルとして賭けてみようかな？と思っていたのに、書いてある通りすぐバンされたので出来ずに終わってしまいました。

Dear Kake,

You might not have paid your full attention to my previous response. Let me clarify a few points for you.

"What do you mean by relatively new to casino playing?

On what basis do you say that?"

You have been playing in Razed Casino for only a few days, right? So you were relatively new in this casino, right?

 I don't understand why people say they have deposited large amounts of money when their financial resources vary.

Even when it comes to betting amounts, people who can rank high in betting tournaments don't bet as much.

Yes, it's true that financial resources vary between players. For example $100 can mean a significant amount for one person, but it might not be so significant for another, but in general, it is not typical when a "new player" deposit quite a significant amount during such a relatively short time frame in a casino that they have not "tested" yet. The casino team's careful approach in regards to your account is quite understandable here.

The reason I chose this blackjack is that there are very few video blackjacks to begin with.

Also, I don't like live blackjack because it's slow and I feel like the outcome depends on the actions of the players in front of me.

I would recommend checking, but there is almost no video blackjack available with any other provider.

I just played from those few games.

It is of course absolutely your decision which games you like and which you want to play as long as there a no restrictions in place in regards an active bonus (deposit bonus, cashback, rakeback, etc.), certain game provider or game genre country restrictions or any other restrictions that are required by the local authorities.

I had a quick look at the "Blackjack" game offered by Razed Casino, and I could see this.

Although most could be "live BlackJack games" because these are the most popular with most players, there are a few others as well. This is just to provide an example.

When a friend recommended it to me, he told me that you can make side bets with this game.

My friend also said that he likes to do this as a side bet sometimes as a fun element.

I'm not the type to do side bets that often, and I was banned straight away so I couldn't do it, but I was thinking maybe I'd try it as an additional element and as a new form of gambling someday, but as you said, I was banned straight away so I ended up not being able to do it.

It is nothing unusual to refer to certain casinos, bonuses or games between friends, this is very common and in some casinos even encouraged. This, on its own, is nothing bad, and the similar gameplay should not pose any problem if it was just about this.

The problem at hand, as noted by the casino team previously, is that both you and your friend have obtained rewards via the same or strikingly similar gameplay that are currently perceived as disproportionately high compared to what you should have received. This situation, as indicated, constitutes a violation of the casino regulations that you consented to upon establishing your account.

This behaviour has been flagged only in your and your friends' accounts, which implies that it may not be a mere coincidence but rather a calculated strategy.

At this moment, I cannot offer a definitive conclusion regarding your case, as I'm awaiting further information and evidence I have already asked for from the casino team to gain a more comprehensive understanding of the entire situation.

I hope to give you an update shortly.

Dear Connor / Razed Casino team,

I am anticipating your reply to my most recent email and am looking forward to receiving the supplementary evidence.

In that sense, I would say I'm a beginner when it comes to RAZED.

I think the amount of a single deposit is around $1000.

For example, if the amount of a single bet is $5 for this amount, then the logic is understandable that the deposit amount is large compared to the bet amount.

However, I bet a few dozen dollars, so I don't think it's a lot. At this rate, $1,000 is a level where you can lose it all if you're unlucky.

And does that mean that you can't trust a casino unless you "test" it?

It's not available at RAZED, but other casinos offer things like a 100% bonus on your first deposit of $1,000, right?

These are all "new player" bonuses.

Although there are conditions attached, many players with financial means will deposit up to $1,000.

However, is it common to deposit a small amount as a "test" because there is a possibility that your withdrawal may be rejected?

Is RAZED not confident in their platform and asking for it to be "tested" because there may be issues?

They say it's a relatively short period of time, but if you lose all your money you have to deposit $1,000, so as mentioned above, the rate means you'll lose all your money quickly, so I don't really understand the point of that claim.

It's a bit of an exaggeration to say that it's not normal for "new players" to not "test" a licensed casino even though they just trusted it and made a deposit.

Customers make deposits based on the trust between the casino and the customer, but this theory would destroy the casino's relationship with all players.

In my previous reply, I said that I don't like live blackjack and explained why.

The basic premise is that I do not recognize that the compensation is disproportionately high compared to the amount I should have received.

Because I don't know how much the bonus will be, is it stated anywhere on the site?

Do you disclose things like the bonus calculation formula?

I've never seen it so I don't know how much of a bonus you get.

I just played normally and received the bonus when they gave it to me.

I claim it's a calculated strategy because only my friends and I play this game.

If you knew about the bug, why not do it with a larger group?

This is just my personal opinion, so I don't know if it's correct, but no matter how you look at it, aren't the people who really play strategically the ones who gather a lot of people to play or sell bug information?

その言い方ですとRAZEDについては初心者になると思います。

一回の入金額については$1000ぐらいだと思います。

たとえばこの金額にたいして1回のベット額が$5とかならばベット額に対して入金額が大きいという理論は理解できます。

しかし私は数十ドルのベットをするので決して多いとは思いません。このぐらいのレートですと$1000は運が悪いとすぐ全損するレベルです。

それに「テスト」をしないと信用ならないカジノということですか？

RAZEDにはないですが他のカジノで初回入金ボーナス$1000の100%ボーナスとかたとえばありますよね？

これは皆「新規プレイヤー」に対するボーナスです。

資金力があるプレイヤーなら条件が付くとは言え普通にMAX$1000入金する人もたくさんいます。

なのにもしかしたら出金拒否される可能性があるから「テスト」で少額入金するのが一般的ですか？

RAZEDは問題が発生する可能性があるから「テスト」してくれと自分のプラットフォームに自信がないんですか？

比較的短期間って言いますけど全損したら$1000を入金するので前述の通りレート的にすぐ全損するので本当にその主張は意味がわかりません。

ライセンスがあるカジノを信用して入金しただけなのに「新規プレイヤー」が「テスト」しないのは一般的ではない。は暴論すぎますよ。

カジノと顧客の信頼関係で入金してるのにその理論だと全てのプレイヤーとのカジノの関係が破綻します。

ライブブラックジャックは好きじゃないと前回の返信で理由とともに送ってます。

大前提として「報酬が本来受け取るべき金額と比べ不釣り合いに高額」なんて認識してません。

なぜならボーナスがどのくらい貰えるのか知らないし、サイトのどこかに記載してありますか？

ボーナスの計算式？みたいなのは公表してるんですか？

私は見たことがないのでどのぐらいボーナスが貰えるのかなんて知りません。

普通に遊んでそちらが付与してきたらボーナスを貰っただけです。

私と友達だけがこのゲームで遊んでいるから計算された戦略だと主張ですが。

バグを知っていたならもっと大人数でやりませんか？

これはただの個人的な意見なので正しいかわかりませんが、どう考えても、たくさん人を集めてプレイするかバグ情報を売ったりするのが本当に戦略的にプレイする人たちじゃないんですか？

Dear Kake,

After receiving and reviewing all the information and evidence regarding the situation, we have come to the following conclusion.

While it is true that you, as a player, might not be entirely aware that you have received the rake bonuses at a much higher rate than you should have, it is at the same time a common industry approach in almost all casinos that when it's discovered that a player received or is about to receive a credit/winning that does not belong to the player, whether due to a technical issue, error in the pay tables, human error, or otherwise, the amount and/or the winnings from such a bonus or deposit will remain the casino's property and will be deducted from the player's account.

As was previously stated, you and your friend who referred you to Razed Casino have obtained rewards via the same or strikingly similar gameplay in the same game, which at this timeframe was played by a very small number of players, and at a certain point, it was only you two who played it.

Amogh the thousands of other players in Razed casino, the same or strikingly similar gameplay has been flagged only in your and your friends' accounts, which implies that it may not be a mere coincidence but rather a calculated strategy.

We, as an independent party, have reviewed all the information and evidence carefully, and the casino team's actions were in accordance with their terms and conditions, which you agreed to when you created your account.

Furthermore, you and your friend were able to withdraw from the casino far more than you had deposited until the error was discovered; thus, we don't believe the casino owes you any further funds.

You are certainly entitled to not agree with this conclusion and can contact the regulatory body of the casino should you still believe you are justified in your stand; however, we cannot provide any assistance, and we will close your complaint as Rejected.

I can only recommend that you invest some time in reading and understanding the casino terms and conditions and confirm with the casino team any rules you are not sure about.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru