Dazzlehand Casino - La solicitud de retiro del jugador ha sido denegada.

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.

Rekisteröidyin kasinolle ja pelasin siellä. Voitin 27000€ ja lähetin heille dokumentit kun tarvitsivat niitä kotiutusta varten. Kaikki dokumentit hyväksyttiin, mutta nostopyyntö hylättiin, sillä olin tehnyt sisarkasinoille self-exclusion eston. Silti he antoivat minun tallettaa ja rekisteröityä. Nostopyyntö siis hylättiin ja kaikki muut talletukset ovat palauttaneet minulle, mutta ei 50€ talletusta edelleenkään, vaikka niin väittävät. Haluaisin saada rahani takaisin, mahdollisesti myös voitot. Harmittaa kovasti.

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

-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

-Valitettavasti minulla ei enää ole dokumenttia itsesulkuun liittyvästä asioista sähköpostissani, mutta tein sen muistaakseni toukokuussa 2024 Lapalingo-kasinolle ja olin ollut siellä asiakkaana jo jonkin aikaa.

-Tilini Dazzlehand-kasinolla vahvistettiin 11.2.2025.

Lähetän nuo sähköpostikeskustelut sähköpostilla sinulle.

Ystävällisin terveisin Maarit

So it wasn't Lapalingo casino, but Lapilanders casino that I made a self-exclusion request for.

Ei siis Lapalingo-kasino, vaan Lapilanders-kasino oli se mihin tein self-exclusion pyynnön.

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.

50€ palautus tuli tänään pankkitililleni, mutta jos vaan olisi mahdollista, haluaisin saada takaisin voittamani rahat. Edes puolet niistä niin olisi hyvä.

Today I got an email from Lapilanders-casino because I asked a document of my self-exclusion there. They send me a copy of it and there was told that I have made a self-exclusion with Lapilanders-casino only, there was not mentioned that it would be to all L. C. S limited casinos. So Dazzlehand casino has did wrong because they just blocked my account and did not let me to do withdrawal of 27000€ I won there. Now what to do? I have contacted MGA of this.

Thanks for the provided information.

I can see the Lapilanders casino initially suspended your account and asked you to finalize the request by sending them an email to support@lapilanders.com

Could you please look for the email and forward it to me? Have you provided the reason in this email or do you remember what reason you gave in your email back then?

I don't think I sent them an email to finalize the request. At least I can't find it in my sent messages in my email. It must have been because I was playing too much.

En ole mielestäni lähettänyt sähköpostia heille viimeistelläkseni pyynnön. En ainakaan löydä sitä sähköpostissani lähetetyissä viesteissäni. Varmaan syy oli se että pelasin liikaa.

Thank you very much, Martzu86, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Thank you Tomas! Let's hope the matter is resolved soon.

Kiitos sinulle Tomas! Toivotaan että asia ratkeaa pian.

I will send you an email via Kubo's email, which shows that my self-exclusion request only applied to Lapilanders casino, not other LCS limited casinos.

Lähetän sinulle Kubo sähköpostilla sähköpostin, josta näkee että se minun self-exclusionpyyntö koski ainoastaan Lapilanders-kasinoa, ei muita L. C. S. limited kasinoja.

Dear Martzu86,

I am Kubo, and I will be handling your complaint. After reviewing all the provided information, I regret to inform you that I do not have good news.

While it is clear that either Lapilanders Casino failed to share the data regarding your self-exclusion across brands under their licensing umbrella, or Dazzlehand Casino failed to implement this data in their system to prevent your registration and gameplay, the fact remains that a failure occurred. Dazzlehand Casino has acknowledged their mistake and refunded your deposit.

However, since you have an active self-exclusion due to a gambling problem, any winnings obtained during this period are subject to confiscation. Regulations strictly prohibit payouts in such cases, and the casino is unable to process your withdrawal, even if they wanted to.

Due to these reasons I must reject your complaint as unjustified.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo