Razed Failed to Enforce Self-Exclusion, Leading to 3,240 USDC Loss

[SimpleMachin34]

What happened::
I had a self-exclusion on my Razed account due to a gambling addiction since July 30, 2025. My account was fully verified with all my personal information. Despite this, I was able to open a completely new account and successfully verify it using the exact same name, ID, and address details.

Their systems failed completely to prevent me from re-registering as a self-excluded player. I lost 3,240 USD on this new account. When I contacted their customer support, they refused to issue a refund, blaming me for "breaching their Terms and Conditions" by creating the new account.

This is a clear failure of their responsible gambling policies and a breach of their duty of care. A self-exclusion is supposed to prevent this exact situation. I am now seeking a full refund.

Scammers Profile Link:
N/A - This is a complaint against the company Razed.

Reference Link:
www.razed.com

Amount Scammed:
€2,700

Payment Method:
USDC ERC20

Proof of Payment:
https://etherscan.io/address/0xC196109d7ee77A00885f4B0eEAF679431db4cA15#tokentxns

PM/Chat Logs:


Additional Notes:
I had a previous, fully-verified account with Razed that was placed under self-exclusion on July 30, 2025. The new account was created and verified with the same personal documents on August 28. Their system failed to cross-reference my details, which is a severe violation of their responsible gambling obligations. I have also reached out to Casino Guru for mediation.

[Hatchy]

Can you even listen to yourself? You are accusing a service for scam and asking a refund when you clearly re registered another account after your previous account had been self excluded. It sounds funny. You were responsible for your loss, so I don't see the point of blaming anyone here. Accept your failure of becoming addicted and move on..

[Mahdirakib]

Firstly, the Razed team should have blocked your account immediately when you completed the KYC verification with the same documents. They have made a mistake here by allowing you to play. Razed has an active signature campaign here, but their representative isn't active since the last few months.

Secondly, you are a problem to yourself. You did the same thing on Rollbit before. The good thing is that Rollbit has shown some generosity and refunded your funds. I doubt that you will also receive refund from Razed.

[Zwei]

when exactly did you do the KYC verification with the same documents on your new account?

if it was after you already lost the $3,240, then you can't really blame razed for your loss.
but if it was before you made the deposit, then imo, you 100% should get a refund, because they should have blocked you from making deposits or playing in the first place.
as they already had your personal information and knew you had an active self-exclusion, so the account should have been blocked instantly.

[bitLeap]

Oh, so you were originally trying to outsmart Razed system and pretend you could get away with it, but you actually created a second account, right? Based on this action alone, I think you're starting off on the wrong foot as it violates the Terms and Conditions (read section 9.2).

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.

https://www.razed.com/policy/terms/

[AHOYBRAUSE]

LOL, I thought OP's name souynded familiar and checked the history, and guess what. He did the exact same thing 18 months ago with rollbit. I guess because they paid now he thinks this scheme might work again. 

https://bitcointalk.org/index.php?topic=5484390.0   

While of course it at least very questionable that he was able to open a new account, having a history of doing things like this obviously is very shady. So looking for support AGAIN is just ridiculous. You AGAIN blame a site for your own shortcomings. Just because it worked once doesn't mean it will work again. You had 18 month to work on your issues and it's apparent you didn't learn or improve anything.

[acroman08]

This is a clear failure of their responsible gambling policies and a breach of their duty of care. A self-exclusion is supposed to prevent this exact situation. I am now seeking a full refund.

Based on what AHOYBRAUSE posted, it seems like you are looking exactly for this kind of situation. I mean, you go gamble in casinos, request self-exclusion, create another account in the same casino, gamble, and when you lose, you claim something like this and demand a refund.

I am also curious about what Zwei said. When did you do the KYC verification on the same account? Was it before or after you lost?

[Alphakilo]

Their systems failed completely to prevent me from re-registering as a self-excluded player. I lost 3,240 USD on this new account. When I contacted their customer support, they refused to issue a refund, blaming me for "breaching their Terms and Conditions" by creating the new account.

Dude, you are wrong here.

You knew that somehow if you were successful with opening another account with the same details that you were going to  play and then if you eventually lost that money,  you would call them out and ask for a refund.  Did you know that even if you won, you would have still been caught at the point when you try to withdraw the wins?

You failed to take responsibility for yourself,  you broke their terms  of service. I also want to assume that within this time, you also gambled on another casino where you didn't already have an account.  Did you ask for a refund when you lost? I don't think so.

[SimpleMachin34]

I'm writing this to clarify my situation and address some of the comments I've seen. My case is not about trying to "exploit" the system. It's about a serious issue of player protection and a gambling operator failing to meet its most basic responsibilities.

1. The Facts of My Case

• I completed Know Your Customer (KYC) checks on both of my accounts with the casino before I ever made a deposit or placed a single bet.
  
• I have a gambling addiction. I am a person who has lost control over my gambling behavior, which is precisely why I requested self-exclusion from the casino's regulator.
  

2. Why This is a Case of Operator Negligence, Not Player Exploitation

• The entire purpose of self-exclusion is for vulnerable individuals who need to be protected from themselves. As many have pointed out, if I could control myself, I would not have needed to request self-exclusion in the first place.
  
• The casino was negligent because they knew I was the same person on both accounts. The fact that the KYC documents were validated manually over several hours confirms they had a human review my details. This manual process should have easily flagged that my documents were already tied to a self-excluded individual.
  
• The casino had a duty of care to me as a customer, a duty that is even stronger for someone who has self-excluded. By allowing me to open and use a second account, they demonstrably failed in this duty.
  

3. The Bigger Picture

• My situation is not unique. There have been many cases where gambling operators have been fined or penalized for failing to enforce self-exclusion policies. This isn't a "scheme" to get a refund; it is a fundamental issue of responsible gambling.
  
• I am simply holding the operator accountable for their failure to implement the very player protection measures they are required to have in place.
  

I understand that this is a complex issue, and it's easy to make assumptions. But my case is a clear example of what happens when a casino's systems and processes fail, and a self-excluded player is put back at risk. I appreciate the support of those who understand that this is about protecting vulnerable individuals, not about exploiting a system.

[SimpleMachin34]

Can someone tell me who is the Razer representative here? or should I open a claim on casinoguro/Askgamblers? Thanks

[Mahdirakib]

Can someone tell me who is the Razer representative here? or should I open a claim on casinoguro/Askgamblers? Thanks

'waltrazed' is the representative of Razed.com. You aren't going to get any help from them as the representative of Razed is inactive for a long time. I can see that the Razed team is also inactive in the mediators. So, you won't get any help there as well. BTW, you should reach BeGambleAware, QuitGamble or GamblingTherapy to get rid of your gambling addiction.