The player from Germany had successfully verified his account at Casino Dazzlehand after submitting the necessary documents but faced issues with his withdrawal request. Although he had uploaded a selfie with his ID as requested, no progress occurred, and he received no support due to offline chat. The player later indicated that he had applied for a blocking request in all L:C:S casinos, which led to his winnings and account being blocked and deleted. The complaint was closed at the player's explicit request, and the Complaints Team expressed regret for not being able to provide further assistance.
Dazzlehand Casino - Player’s withdrawal is delayed after account verification.
Black points: 201
Amount: €541
Dazzlehand Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.0
Dazzlehand Casino has a Safety Index of 5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction
UNRESOLVED
Case summary
1 week ago
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1 month ago
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Hello dear Casin Guru Team
I recently signed up at Casino Dazzlehand
I have a 120% welcome bonus 48€ on Sunday 17.02.2025
played. I implemented everything successfully
On Sunday 17.02.2025 I uploaded documents
ID (driver's license)
For address I uploaded salary certificate
For payment I uploaded my proof of payment
and bank card photo
To my surprise, the documents were quickly verified
then I was informed by email that my salary certificate was rejected for the address
so I uploaded bank statement,
dan was approved, so my account was verified on 18.02.2025
by email. Now I requested a withdrawal, which was cancelled. The reason was that I had to upload a selfie with ID, even though my account was verified.
Now I uploaded my ID selfie but nothing happened. According to support my ID selfie should be checked within 24
Now the 24 hours are over nothing has happened
Chat is offline
Request for help
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1 month ago
Hello quartasalvatore748,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Dazzlehand Casino. Please allow me to ask you a few more question before we would move forward.
- Which documents have been already approved and which ones not or is only is it the selfie only?
- When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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1 month ago
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+ ID (DRIVING LICENSE) APPROVED!
+ Address(bank statement) APPROVED!
+ Paymethod (proof of payment bank) APPROVED!
+
(BANK CARD PHOTO) APPROVED!
and photos my bank card
I received an email on 18.02. My email account is verified
then they cancelled the payment reason (selfie with ID) I uploaded that and it was not checked after 24 hours
What's the point of verifying an account and then requesting other documents?
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1 month ago
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Complaint Can Be Closed
Apparently I applied for a blocking request in all L:C:S casinos a month ago, but the casino only noticed this after I deposited, won and uploaded documents?? My winnings and my account were blocked and deleted.
The complaint can be closed
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1 month ago
We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
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1 month ago
We’ve reopened this complaint at the request of quartasalvatore748. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
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1 month ago
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Hello
The casino has kept its word
and my 2 deposits that I made total of 100€ yesterday 25.02.2025
transferred.
The winnings (541€) were NOT PAID OUT.
I would like to point out again
That my account was only blocked after the (2nd deposit) and successful wagering and withdrawal attempt.
Theoretically, the casino could have blocked the account upon the first deposit with a bonus.
But the first bonus wasn't successful either🤣🤣
My email requesting a transcript or proof of my alleged ban in the entire LCS group was answered by the casino
But proof has still not been sent
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4 weeks ago
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Hello Nick
The casino sent me a document
by having myself blocked due to gambling addiction (Scibet Casino)
But according to the casino, this was at sister casino Scibet
And not as the casino initially claimed
that I got banned from the whole LCS group
This proves
That the casino LIED
To make this clear
In the past, casinos hardly made any profits.
And I tried to close the account,
the account was still maintained.
That's why I said I'm addicted to gambling,
Because then the casino in Scibet had to close the account.
But I didn't do it in Dazzlehand!
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4 weeks ago
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Does the Casin Guru team want to write to the casino to ask if I can get at least a portion of my winnings?
Or what do we do now?
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3 weeks ago
Hello quartasalvatore748,
Please note that at some casino licenses, like this one, if a player is self-excluded in 1 casino, they must block you at all casinos under the same license.
However, they should refund all of your deposits made so far to Dazzlehand Casino.
I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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3 weeks ago
Hello quartasalvatore748,
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
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3 weeks ago
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Hello
I have already provided all the evidence and tried everything here.
Meanwhile, it is of little use to us if we only write among ourselves
We have been writing back and forth for a week
I am grateful to the Casino CURU TEAM
But after a week of back and forth
I thought the Casin Guru team would try to write to the casino
Otherwise it is of no use to me if only between me and Casin GURU TEAM is written
and the casino is not called
In addition, the casino initially claimed that I had requested a ban on the entire casino group, which is not true. Proof was uploaded in the forum during the conversation with Radka.
The last email from the casino only shows an email with the request to block in the sister casino Scibet NOT IN DAZZLEHAND
You could try to bid the casino if I get half of my winnings
Otherwise we will still write back and forth in a MONTH
Without calling the casino
If the complaint brings little
I can't start telling everything from the beginning again now
upload all evidence again
Please look at my post and photos in the complaint or in the forum conversation with Radka
THANKS
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3 weeks ago
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Thanks Michael
FINALLY
If the casino conversation turns out to be negative, then it is like this,
But at least we tried.
If necessary, I will send a message to The Gaming Authority
So that the gaming authority knows that only after the " deposit and only after successful bonus wagering my account was blocked
The casino made the same mistake as I did with the ban
At least the gaming authorities should know what unfair things the Dazzlehand casino is doing.
I would be happy with half the profit.
I'm in Malta for 3 weeks holiday in May
I thought I could send an email to the newspapers in Malta, maybe the reporter would be interested in my story
(Malta Today)
(The Malta Independent)
what do you think of this idea??
Or should I go to the newspapers there in person in May???
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3 weeks ago
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the Casino Dazzlehand could show greatness and goodwill towards its clients/players,
and pay out at least half of the winnings, 270€.
After that I would be ready to slightly improve my negative rating to positive.
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2 weeks ago
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The casino has a pathetic record so far, and it also shows how rude and arrogant it is.
I won't stand for this. I will now report this incident to the MALTA GAMBLING AUTHORITY. I will also write to the Malta newspapers and ask if they are interested in the story.
Please dear CASIN GURU TEAM, downgrade this casino in the index.👎👎👎
The casino is an antisocial pack
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2 weeks ago
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.
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2 weeks ago
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Casin Guru can't be serious, can he? Another 7 day timer?
Soon we will be sitting for a month
The casino had 7 days to respond
I know I don't see my money
I will still report this to the gaming authorities
I won't wait another 7 days
I WILL NOT GIVE THE CASINO AGAIN
7 days after they have not reported
This antisocial pack
PLEASE CLOSE THE COMPLAINT!
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1 week ago
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
