Dazzlehand Casino - Player reports unjustified confiscation of winnings.

Complaint Against Dazzlehand Casino – Unjustified Confiscation of Winnings and Account Balance

I am submitting this complaint regarding Dazzlehand Casino's decision to refuse my withdrawal and confiscate my remaining account balance based on a number of allegations that I categorically deny.

The casino informed me that my withdrawal was refused and my balance confiscated because they believe I breached their Terms and Conditions.

1. Allegation of VPN or IP address manipulation

The casino claims that I breached the following term:

"We identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN")."

This allegation is completely false. I do not use a VPN and have never used one while accessing Dazzlehand Casino. Since I do not have VPN software installed or in use, it is impossible that I violated this rule.

2. Allegation of using forged documents

The casino also claims:

"It comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or at any point while the Agreement is active."

I strongly deny this allegation.

Every document I submitted during the verification process is genuine and belongs to me. These are authentic documents issued and accepted by the Finnish authorities. They have never been questioned before, either by Dazzlehand Casino during the earlier stages of verification or by any other institution. Accusing me of submitting forged documents is a very serious allegation, yet the casino has not presented any evidence whatsoever to support it.

3. Allegation of bonus abuse

The casino further alleges that there is a reasonable suspicion that I committed bonus abuse.

This is simply untrue.

The last bonus I accepted was in February after receiving promotional emails directly from Dazzlehand Casino advertising those offers. I played according to the bonus terms and have not engaged in any form of bonus abuse.

4. Allegation of fraudulent or unlawful activity

Finally, the casino claims that I was involved in fraudulent, collusive, fixing, or other unlawful activity or that I used software or hardware to gain an unfair advantage.

This accusation is particularly outrageous.

I have never been involved in fraud, collusion, match fixing, or any other unlawful activity. I have never used any software, scripts, bots, or other tools to influence gameplay. I was simply fortunate enough to win some bets through normal gameplay.

I enjoyed playing on the casino but since they slapped wagering restrictions to my account after winning 5€ bet, I was forced to make a withdraw. I have always acted in good faith and complied with the casino's rules. 

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play shortly before your account was blocked? Were they slots, live casino games, or sports betting?
• Could you please provide more details about the wagering restrictions that were applied to your account after you won €5 from a bet?
• When was the last time you provided any identity documents to the casino for account verification? Had any of your documents been reviewed and approved before your account was blocked?

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

Best regards

Veronika