Dazzlehand Casino - Рахунок гравця закрито, а виграш конфісковано.

I created an account on Dazxlehand, was able to deposit, my account was verified, I was able to play.

Now they have closed my account permanently due to the sister casino blocking. Why did they let me create an account, deposit, play, verify the account? When I made a withdrawal request for the winnings, then the account is closed and the winnings are taken. I want my winnings of €2000.

Perustin tilin Dazxlehandille, pystyin tallettamaan, tilini vahvistettiin, pystyin pelaamaan.

Nyt he ovat sulkeneet tilini pysyvästi sisarkasinon eston takia. Miksi he antoivat perustaa tilin, tallettaa, pelata, vahvistaa tilin? Kun tein nostopyynnön voitoista, sitten tili suljetaan ja voitot viedään. Haluan voittoni 2000 €.

Dear Jovain,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the responsible gaming section a this is what I found:

We take all reasonable steps to ensure that the Self-Exclusion procedure is adhered to and we shall use all reasonable endeavours to ensure that no promotional material is sent to customers who have excluded themselves from playing. However, the customer accepts that we are in no way responsible towards the customer or any third party if he/she continues to play with any added accounts, in which he/she has changed any registration details (including cases in which the customer opens an account with the same details but inserted differently in the registration form) or if publicity material is inadvertently forwarded to him. We also strongly recommend that the Client seeks urgent professional assistance if he/she finds a way to continue playing during the Self-Exclusion period.

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

Could you please let me know from which casino you requested self-exclusion?

What was the reason for closing your account?

Have you received the refund of your total deposits?

Thank you very much in advance for your reply.

Best regards,

Dominika

Could you tell me which casino you requested self-exclusion from? I don't remember which one it was.

What was the reason for closing your account? Probably gambling too much

Have you received a refund for all your deposits? I haven't yet.

Voisitko kertoa minulle, miltä kasinolta pyysit itsesulkua? En muista mikä niistä oli kyseessä

Mikä oli syy tilisi sulkemiseen? Varmaan liikaa pelaaminen

Oletko saanut hyvityksen kaikista talletuksistasi? En ole vielä.

Hello!

A couple more thoughts.

Did the casino react when I registered, NO.

Did the casino react when I verified my account? NO.

Did the casino react when I deposited, NO.

Did the casino react when I made a withdrawal, YES!

If I had never withdrawn, they would never have checked the situation and would not have been willing to refund my deposits.

If they don't pay my winnings, the whole group will be asked to check the deposits I made to them and pay them back. I'm guessing €2000 is a small amount for them.

Hei!

Pari ajatusta vielä lisää.

Reagoiko kasino kun rekisteröidyin, EI.

Reagoiko kasino kun vahvistin tilini, EI.

Reagoiko kasino kun talletin, EI.

Reagoiko kasino kun tein noston, KYLLÄ!

Jos en olisi koskaan nostanut, eivät he olisi koskaan tarkistaneet tilannetta ja eivät olisi olleet valmiita maksamaan talletuksiani takaisin.

Jos he eivät maksa voittojani, pyydetään koko konsernia tarkistamaan heille tekemäni talletukset ja maksamaan ne takaisin. Veikkaan, että 2000 € on heille pienempi summa.

Dear Jovain, could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Emails forwarded to Dominika.

Sähköpostiviestit välitetty Dominikalle.

Dear Jovain, have you received a refund of your total deposits, as mentioned in the email from the casino?

Hello!

Yes, I have.

Hei!

Kyllä olen saanut.

Dear Jovain, when did you deposit money in the casino, and how much did you deposit?

When did you complete verification in this casino?

I don't remember the exact date but I have made deposits from 20.-26.2.2025 with Skrill rapid transfer. I started the verification as soon as I registered with the casino in the same time frame as I made the deposit. They have paid me €150.

En tarkkaa ajankohtaa muista mutta olen tehnyt talletuksia 20.-26.2.2025 Skrill rapud transferillä. Aloitin vahvistamisen heti kasinolle rekisteröidyttyäni samassa aikaikkunassa kuin tein talletuksi. He ovat maksaneet minulle 150 €.

Thank you very much, Jovain, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) 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 Jovain,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Dazzlehand Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (madre-online.eu/file-a-claim/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority and submitting a complaint through their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/. The Gaming Authority has more options and tools to assist players. You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators. Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at michal.v@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal V