Quote from: Eternad on January 16, 2025, 11:41:58 AM

Quote from: waltrazed on January 16, 2025, 10:35:25 AM

Hello,

I would like to provide an update on this situation with Geekking.

We concluded our gameplay check and all is cleared.

Unbeknowsed to me, Geekking cancelled his withdrawal 11 hours ago~ and lost the balance.

This is not the reason why we hold withdrawals, and not something that we stand for at Razed.

We reinstated his balance of 1,562.14 USD and paid his withdrawal.

We will be closing his account due to Responsible Gambling concerns that came up during our interactions with him.

We apologise to him for having delayed his withdrawal, although due to our 0 fraud tolerance policy, we must perform gameplay checks where required.

Thank you.

You shouldn’t allow refunding this guy balance if the problem is on his side which is he got impatience to his withdrawal. This guy can easily create an account to play again using different identity and try to force you to the same mistake.

Also, you might experience a surge of opportunist who will try to abused your generosity that will increase existing false cases against your casino. I hope up you shouldn’t entertain user like this since the community will always backed you if there’s no substantial evidence against your casino.

Hey Eternad,

I completely understand your point, and this is not something that we will good will in all cases.

We have a right to perform a gameplay check & hold a withdrawal for 24 hours, even though we process 99% of withdrawals instantly.

In this case, we felt that restoring the balance was the right thing to do.

Thank you