The player from Finland won €27,000 but faces withdrawal issues after her request was rejected due to self-exclusion at sister casinos, despite being allowed to register and deposit. She is seeking the return of her winnings and a €50 deposit that has not been refunded.
Dazzlehand Casino - Player's withdrawal request is denied.
Amount: €27,000
Dazzlehand Casino
Safety Index:Below averageSafety Index
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5.5
Dazzlehand Casino has a Safety Index of 5.5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Opened
Current status
Waiting for Casino Guru to reply
1d 11h 50m 27s
Case summary
15 hours ago
Public
Public
1 week ago
Translation
I registered at the casino and played there. I won €27,000 and sent them the documents when they needed them for withdrawal. All documents were approved, but the withdrawal request was rejected, because I had self-excluded the sister casinos. Still, they let me deposit and register. So the withdrawal request was rejected and all other deposits have been returned to me, but still not the €50 deposit, even though they claim to. I would like to get my money back, possibly also the winnings. It's really annoying.
Automatic translation:
Public
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6 days ago
Dear Martzu86,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dazzlehand Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please share more information regarding the self-exclusion you requested on sister websites? Could you please share shat confirmation you received and the original self-exclusion request you sent to the casino?
- Could you please clarify when was your self-exclusion active and when you registered an account in this casino?
- When was your account in Dazzlehand Casino verified?
- Could you please share with me your communication with Dazzlehand Casino regarding the issues? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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6 days ago
Translation
-Unfortunately, I no longer have the documentation regarding self-exclusion in my email, but I remember doing it in May 2024 for Lapalingo Casino and I had been a customer there for some time.
-My account at Dazzlehand Casino was verified on February 11, 2025.
I will email those email conversations to you.
Kind regards, Maarit
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6 days ago
Translation
So it wasn't Lapalingo casino, but Lapilanders casino that I made a self-exclusion request for.
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4 days ago
Translation
The €50 refund came into my bank account today, but if it were possible, I would like to get back the money I won. Even half of it would be nice.
Automatic translation:
Casino Guru is examining the case
