Dazzlehand Casino - Player's withdrawal requests are repeatedly canceled.

Refuse to pay. Hides behind KYC. Lies to customers.

So I opened an account there on 28th march 2025. I deposited 40 Euro. Managed to win 100e. Which by the way is the minimum amount you can withdraw here with most banks. I was told to upload kyc. I did I received confirmation that they were accepted. Then they still canceled my withdraw the day after and claimed that I had not follow the rules to play it through three times in casino. Well I was quite sure I had. But decided to give it another bash. So I played quite some more I manage to actually win 800 euros.

Then I asked for a withdrawal and guess what they canceled it again. Now they wanted me to send in another document. Me holding up my ID card next to me. Well I sent it to them. They send me an email that they accepted it.

Customer service rep lied to me. Said payment department doesn't work on weekends. I asked why they still then sends out emails and cancel withdrawals? Well guess what. Another live chat agent tells me 2 hours later that they do work in the weekends, but are very busy. Also was told there's no manager at work. They refuse to call me up and sort the matter. Refuse to give a phone number to the company. After I'm in total crisis panicking went on the live chat for the 5th time. They treat people like they don't want to pay. And I'm still in shock Will I see my money?

Also very conveniently for the casino after they canceled the withdrawal and you request for withdraw a new one. A new 48 hours wait starts. They say they don't handle withdrawals in the weekends. Very important information for customers. But they are happy to cancel requests and try to find reasons not to pay. I'm wery that they try to scam me.

Please don't recommend this casino until we get proof that they do pay.

Can you help me to receive my funds?

Please note I did not accept any kind of bonus. I played with cash only. I played only slot games!

Also note: I have sent them copy of passport even if they already got my id card. To be sure I also took a picture with me holding the passport, I sent it in separately. I also sent them copy of my official tax return letter from the finish authorities. That should prove my address even if they have not asked for that document either. But still because I feel so unsafe with them I also added a copy of my official rental contract for my apartment which clearly states my address. So now they have ID cards and me holding it, passport and me holding it. They have the tax return, my bank statement, my rental contract, and my electricity bill, plus even More copy of my agreement with i My electric provider.

However at this moment I'm trying to think of what more they could possibly demand?

Because the kyc is a joke. They use it I as a reason to not pay customers.

I have been exhausted the full day and felt suicidal because of this enormous mental stress they have caused me. I am furthermore going on a trip this week to Egypt. My winnings would make that trip 10 times more enjoyable. However polite they might seem there is no real help to be given. This is the first time in 24 years of playing online casinos, that I'm actually afraid I have been cheated.The data they now have about me. Is more than enough to totally steal my identity. However lucky for me I have a ban on my credit in Finland and abroad. So nobody can take out any loans or order

any items.

Regards Tomas

More evidence will be uploaded in another report. I have 15 more screenshots

Dear kaca324,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

What was the response from the casino when you expressed your concerns about the cancellation of your withdrawals?

Is there currently any withdrawal request pending in your casino account?

Has the casino confirmed whether your documents were accepted, or are they still requesting additional information?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

Hi I have sent you a couple of emails with all the necessary details plus an extensive chat log in which I have highlighted 10 different points that clearly shows this casino is fraudulent. Hopefully not but everything points to that. You have lots of documents to handle and I understand that it will take some time. Thank you for your assistance

I have now received my payment, so I will amend my complaint accordingly. However, I still want to highlight key issues that made this situation far more stressful than necessary.

Had the casino provided a phone number for support—or if a manager had called me within 24 hours of my request—this entire ordeal could have been avoided. Clear and consistent communication is crucial, yet I received conflicting messages from live chat agents regarding withdrawal processing times. One agent told me withdrawals aren’t processed on weekends, while another contradicted this just two hours later. Additionally, the terms and conditions are so complex that I needed assistance from my lawyer to navigate them.

This experience reinforced my belief that casinos should be required to offer phone support. Many issues could be resolved quickly and efficiently with direct human interaction. I also want to stress the importance of greater transparency regarding how casinos handle players’ personal data. In sectors like healthcare and finance, EU regulations ensure that consumers have the right to know who processes their sensitive information. The gambling industry should not be an exception.

At the very least, regulatory authorities—such as financial oversight bodies, police, or consumer protection agencies—should have access to records identifying the individuals who handle players’ sensitive data. Players may not always have direct access to this information, but responsible institutions should be able to track exactly who processed documents like passports, bank statements, and other financial records. This would ensure accountability in cases of data misuse, breaches, or other security concerns.

Moving forward, I will not play at any casino that makes me feel unsafe or stressed during the KYC process, nor will I use casinos that do not offer phone support.

To those considering depositing here: I was paid, but after an agonizing wait. Be mindful of the issues I’ve raised in this message. I will now close my account at this casino and all others operated by the same company.

I am not angry anymore—I have been for the past three days—but I remain surprised by how much of a difference proper communication could have made. A simple phone call could have prevented this entire situation.

I do want to acknowledge the staff members who handled my case in the end, and I appreciate their assistance. However, my stance remains unchanged—I will not continue playing in casinos that lack transparent KYC processes and fail to provide effective customer support.

Dear kaca324, I'm glad to hear you've received your payment. I understand how stressful this situation has been for you, especially with the lack of communication and support.

Do you need any further assistance with closing your account, or can we consider your complaint resolved?

You can consider this closed. I received my funds and I closed my account immediately after. Because I can not handle this kind of stress with customer service that give mixed messages. In my opinion this casino deserves a rating at around 6 out of 10 stars. It is not a place for people that wants to feel really safe in the dealings with it. But I cannot either say that it should be avoided 100% because that wouldn't be true. Thank you very much for the assistance.

Dear kaca324,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru