Raze Casino - 플레이어의 계정이 폐쇄되었습니다.

I opened my account a few days ago and was playing normally. I did not take a bonus.

Today when trying to log-in, I get a message saying my account was blocked. The support agent could not assist me and give me the reason of the block. My 1000$ usdt deposit is still locked in there and I can't access my funds!

Dear basedschalke,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered with your blocked account and the funds you cannot access.

To better understand your situation and assist you more effectively, could you please clarify the following:

• What type of games did you play on the platform before your account was blocked?
• Is the $1,000 USDT the amount you deposited, or does it include winnings as well?
• Have you received any communication from the casino explaining why your account was blocked, or have they provided any guidance on how to resolve the issue?
• Did you experience any unusual activity or messages on your account prior to it being blocked?

If you have any relevant communication with the casino, such as emails, chat transcripts, or screenshots, please forward them to petronela.k@casino.guru. These details are essential for us to evaluate your case and mediate effectively with the casino.

Your cooperation is crucial for us to proceed with your complaint. Without your input and the necessary details, we won’t be able to move forward or resolve the matter.

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,

Petronela

Due to an extremely high volume of complaints, we kindly ask for your patience. While we aim to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you happy holidays!

Update : I have regained access to my account now. I have requested a withdraw today and waiting to see if it`'s going to be processed

Hello,

I can confirm that I have been able to withdraw all my funds after passing the verification process. You can close this complaint!

Dear basedschalke,

Great news :) 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 (link here). 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, 

Petronela

Casino.Guru