Complaint #3
Dazzle Casino
Delayed Payments and Bizarre Communication
10 years ago
Dear Ask Gamblers,
I joined Dazzle Casino on Friday 19th February. Made a £500 deposit which they gave me £200 bonus. I did not ask for the bonus but blamed myself for not reading T's and C's so embarked on wagering requirements of £10,000. I completed this and made a withdrawal of £2,500. I had no communication until Tuesday 23rd telling me to cancel withdrawal and make two separate ones of £1,500 and £1,000 I also received a call from a 'Michael' VIP Manager apologizing for confusion but saying he had a meeting with Directors the following day and everything would be resolved by Wednesday and he would personally call me. This never happened and it has led me to go on their live chat and Michael seems to have 'vanished'...apparently off until Sunday....strange he never told me that. Below I have copied you the last three chat logs but I am now at my wits end with panic as I have a pending request of £3,000 plus over £3,000 still in my account which they say has to stay there because of maximum £3,000 withdrawal a month. It all seems rather scary, what do you know about the validity of this casino and can you help/advise?
Yours Sincerely
M*******
The following is a record of your online chat.
General Info
Chat start time Feb 24, 2016 4:01:24 PM EST
Chat end time Feb 24, 2016 4:13:31 PM EST
Duration (actual chatting time) 00:12:07
Operator Nikos
Chat Transcript
info: Please wait for a site operator to respond.
info: Welcome to Live chat, You are now chatting with 'Nikos', How may i help you?
m*******: VIP team manager Michael please
Nikos: Welcome to Live chat, my name is Nikolaos, how may I help you?
Nikos: Michael is not working today
m*******: He said he was
m*******: he said he was and would call me after his meeting with directors?
Nikos: your withdrawal will be reviewed tomorrow and our financial department will contact you
Nikos: the VIP manager has forwarded the issue and it is in their hands
m*******: I would like a 'piece of mind' phone call from a Manager. I spoke at 6.42pm UK time to a very nice lady at Gaming Commission who understood my worry and said I should receive a phone call
m*******: Because this has been immensely stressful
Nikos: i apologize but due to the late hour no Manager is available at the moment
Nikos: i will leave a note for them to take notice tomorrow
Nikos: If there's anything else you need then please don't hesitate to let us know.
m********: will there is something
m********: I cannot sleep or eat I am feeling so sick that this is fraud. I have a legal meeting tomorrow and bank manager has seen 500 come out my account from a certain business and will investigate but no one...I repeat no one has calmed me down to say my money safe
Nikos: our company is licenced by both Malta and Uk Gambling regulators
Nikos: so you have no reason to worry about fraudulent activity
m******: I cannot help it. I got legal person to study Michael's call to me yesterday and so many inaccuacies
Nikos: tomorrow the issue will be resolved, at the moment support cannot offer any more information since we do not have access to those data
m********: so tomorrow it WILL DEFINITELY be resolved I have your word?
Nikos: yes tomorrow it is
info: Your chat transcript will be sent to *******@*******.com at the end of your chat.
info: Your chat transcript will be sent to *******@********.com at the end of your chat.
m******: Thank you Nikos
The following is a record of your online chat.
General Info
Chat start time Feb 25, 2016 10:31:33 AM EST
Chat end time Feb 25, 2016 10:43:47 AM EST
Duration (actual chatting time) 00:12:13
Operator Nikos
Chat Transcript
info: Please wait for a site operator to respond.
info: Welcome to Live chat, You are now chatting with 'Nikos', How may i help you?
Nikos: Welcome to Live chat, my name is Nikolaos, how may I help you?
m*******: Hey Nikos. Good Afternoon. We spoke yesterday
Nikos: yes I remember
Nikos: how can help today?
m*******: m********: I cannot help it. I got legal person to study Michael's call to me yesterday and so many inaccuacies Nikos: tomorrow the issue will be resolved, at the moment support cannot offer any more information since we do not have access to those data m*******: so tomorrow it WILL DEFINITELY be resolved I have your word? Nikos: yes tomorrow it is
m*********: above are final few lines of chat log
Nikos: yes
m********: It is now 3.30pm UK time nothing sorted, no phone call and I re listened to conversation I had with Michael who guaranteed me a call after his directors meeting
Nikos: it is still early no need to worry
Nikos: your issue is being reviewed just give it a bit more time
m*********: i would like to speak to Michael as he promised
Nikos: michael will be on shift on Sunday again
m*********: why did he say Wednesday on the message
m*********: and where is this call i have been promised
Nikos: he probably forgot
m*********: Nikos i need a phone call
Nikos: even if support calls you, we cannot say something that has not been already said
Nikos: i understand it has been a while but give it a couple more hours and check your emails for the reply from our security
m**********: well i still feel given the situation i should receive a courtesy call do you not agree
m**********: Michael in his conversation said deal directly with him as he is manager has authority that people like you, evangelis, Karolina do not have. Now n the 24 hours you seem to be promising everything will be resolved today which seems like a lot of authority bearing in mind Michael said i should speak to him or VIP section only!!
Nikos: i will forward this request then and if possible one of the VIP managers will contact you
Nikos: hope i was of assistance
Nikos: Thank you for chatting. Goodbye.
m********: you have been but i hope you are correct with all that was written last night and today
info: Your chat transcript will be sent to ********@*******.com at the end of your chat.
The following is a record of your online chat.
General Info
Chat start time Feb 25, 2016 12:54:36 PM EST
Chat end time Feb 25, 2016 1:10:53 PM EST
Duration (actual chatting time) 00:16:17
Operator Nikos
Chat Transcript
info: Please wait for a site operator to respond.
info: Welcome to Live chat, You are now chatting with 'Nikos', How may i help you?
m**********: Hello Nikos
Nikos: hello M******
m**********: I have waited a few hours and bee patient and carried on playing but nothing
m***********: Nikos: i understand it has been a while but give it a couple more hours and check your emails for the reply from our security
m************: above is what you said earlier
Nikos: yes I know my memory is still good enough :)
m***********: he hee u not as old as my grandma then
Nikos: so i forwarded our newest chat and your request to security again after we chatted
m**********: ok and they said what?
Nikos: and they reassured me they will send an email, as i told you they would
Nikos: and that's where my knowledge of what was actually done ends
m***********: what time do they work until Nikos?
Nikos: they already left an hour ago
m***********: so how am I going to get this email that you assured me of?
info: Your chat transcript will be sent to *******@*******.com at the end of your chat.
Nikos: if they already sent it check your inbox for it but i really don't know if it was done
m*********: it was not
m**********: I have been refreshing every 10 minutes
m**********: SCREENSHOT VIEW~# ACCEPT
m***********: sorry I asked HSBC fraud to just follow/track this so have shared screen and previous chat logs
m**********: because your assurance on behalf of the company yesterday have not been carried through and Michael who said he had the maim authority has vanished
Nikos: sure thing but i cannot really provide any more help on the subject since i do not have access to data regarding security
Nikos: what we on support can do is inform you of changes that we can see and we do not get timelines when a matter is handled by security/finance
m**********: Nikos: tomorrow the issue will be resolved, at the moment support cannot offer any more information since we do not have access to those data m*********: so tomorrow it WILL DEFINITELY be resolved I have your word? Nikos: yes tomorrow it is
m**********: So this above statement you now admitting was a bit ambitious of yourself?
Nikos: no the above statement was based on what i see written in our system
Nikos: but support does not do the actual handling
info: Your chat transcript will be sent to *******@*********.com at the end of your chat.
Nikos: so we cannot promise or have knowledge if some procedure actually needs longer than estimated
m********: Nikos I am leaving my office now. I will be going on a train in 15 minutes.....I want a call from a manager now please
Nikos: there is no manager in the office at the moment
Nikos: the only department which is promised to be online 24/7 is support
m*********: surprise surprise
m*********: goodnight and will now leave to the experts
Nikos: Thank you for chatting. Goodbye.
I joined Dazzle Casino on Friday 19th February. Made a £500 deposit which they gave me £200 bonus. I did not ask for the bonus but blamed myself for not reading T's and C's so embarked on wagering requirements of £10,000. I completed this and made a withdrawal of £2,500. I had no communication until Tuesday 23rd telling me to cancel withdrawal and make two separate ones of £1,500 and £1,000 I also received a call from a 'Michael' VIP Manager apologizing for confusion but saying he had a meeting with Directors the following day and everything would be resolved by Wednesday and he would personally call me. This never happened and it has led me to go on their live chat and Michael seems to have 'vanished'...apparently off until Sunday....strange he never told me that. Below I have copied you the last three chat logs but I am now at my wits end with panic as I have a pending request of £3,000 plus over £3,000 still in my account which they say has to stay there because of maximum £3,000 withdrawal a month. It all seems rather scary, what do you know about the validity of this casino and can you help/advise?
Yours Sincerely
M*******
The following is a record of your online chat.
General Info
Chat start time Feb 24, 2016 4:01:24 PM EST
Chat end time Feb 24, 2016 4:13:31 PM EST
Duration (actual chatting time) 00:12:07
Operator Nikos
Chat Transcript
info: Please wait for a site operator to respond.
info: Welcome to Live chat, You are now chatting with 'Nikos', How may i help you?
m*******: VIP team manager Michael please
Nikos: Welcome to Live chat, my name is Nikolaos, how may I help you?
Nikos: Michael is not working today
m*******: He said he was
m*******: he said he was and would call me after his meeting with directors?
Nikos: your withdrawal will be reviewed tomorrow and our financial department will contact you
Nikos: the VIP manager has forwarded the issue and it is in their hands
m*******: I would like a 'piece of mind' phone call from a Manager. I spoke at 6.42pm UK time to a very nice lady at Gaming Commission who understood my worry and said I should receive a phone call
m*******: Because this has been immensely stressful
Nikos: i apologize but due to the late hour no Manager is available at the moment
Nikos: i will leave a note for them to take notice tomorrow
Nikos: If there's anything else you need then please don't hesitate to let us know.
m********: will there is something
m********: I cannot sleep or eat I am feeling so sick that this is fraud. I have a legal meeting tomorrow and bank manager has seen 500 come out my account from a certain business and will investigate but no one...I repeat no one has calmed me down to say my money safe
Nikos: our company is licenced by both Malta and Uk Gambling regulators
Nikos: so you have no reason to worry about fraudulent activity
m******: I cannot help it. I got legal person to study Michael's call to me yesterday and so many inaccuacies
Nikos: tomorrow the issue will be resolved, at the moment support cannot offer any more information since we do not have access to those data
m********: so tomorrow it WILL DEFINITELY be resolved I have your word?
Nikos: yes tomorrow it is
info: Your chat transcript will be sent to *******@*******.com at the end of your chat.
info: Your chat transcript will be sent to *******@********.com at the end of your chat.
m******: Thank you Nikos
The following is a record of your online chat.
General Info
Chat start time Feb 25, 2016 10:31:33 AM EST
Chat end time Feb 25, 2016 10:43:47 AM EST
Duration (actual chatting time) 00:12:13
Operator Nikos
Chat Transcript
info: Please wait for a site operator to respond.
info: Welcome to Live chat, You are now chatting with 'Nikos', How may i help you?
Nikos: Welcome to Live chat, my name is Nikolaos, how may I help you?
m*******: Hey Nikos. Good Afternoon. We spoke yesterday
Nikos: yes I remember
Nikos: how can help today?
m*******: m********: I cannot help it. I got legal person to study Michael's call to me yesterday and so many inaccuacies Nikos: tomorrow the issue will be resolved, at the moment support cannot offer any more information since we do not have access to those data m*******: so tomorrow it WILL DEFINITELY be resolved I have your word? Nikos: yes tomorrow it is
m*********: above are final few lines of chat log
Nikos: yes
m********: It is now 3.30pm UK time nothing sorted, no phone call and I re listened to conversation I had with Michael who guaranteed me a call after his directors meeting
Nikos: it is still early no need to worry
Nikos: your issue is being reviewed just give it a bit more time
m*********: i would like to speak to Michael as he promised
Nikos: michael will be on shift on Sunday again
m*********: why did he say Wednesday on the message
m*********: and where is this call i have been promised
Nikos: he probably forgot
m*********: Nikos i need a phone call
Nikos: even if support calls you, we cannot say something that has not been already said
Nikos: i understand it has been a while but give it a couple more hours and check your emails for the reply from our security
m**********: well i still feel given the situation i should receive a courtesy call do you not agree
m**********: Michael in his conversation said deal directly with him as he is manager has authority that people like you, evangelis, Karolina do not have. Now n the 24 hours you seem to be promising everything will be resolved today which seems like a lot of authority bearing in mind Michael said i should speak to him or VIP section only!!
Nikos: i will forward this request then and if possible one of the VIP managers will contact you
Nikos: hope i was of assistance
Nikos: Thank you for chatting. Goodbye.
m********: you have been but i hope you are correct with all that was written last night and today
info: Your chat transcript will be sent to ********@*******.com at the end of your chat.
The following is a record of your online chat.
General Info
Chat start time Feb 25, 2016 12:54:36 PM EST
Chat end time Feb 25, 2016 1:10:53 PM EST
Duration (actual chatting time) 00:16:17
Operator Nikos
Chat Transcript
info: Please wait for a site operator to respond.
info: Welcome to Live chat, You are now chatting with 'Nikos', How may i help you?
m**********: Hello Nikos
Nikos: hello M******
m**********: I have waited a few hours and bee patient and carried on playing but nothing
m***********: Nikos: i understand it has been a while but give it a couple more hours and check your emails for the reply from our security
m************: above is what you said earlier
Nikos: yes I know my memory is still good enough :)
m***********: he hee u not as old as my grandma then
Nikos: so i forwarded our newest chat and your request to security again after we chatted
m**********: ok and they said what?
Nikos: and they reassured me they will send an email, as i told you they would
Nikos: and that's where my knowledge of what was actually done ends
m***********: what time do they work until Nikos?
Nikos: they already left an hour ago
m***********: so how am I going to get this email that you assured me of?
info: Your chat transcript will be sent to *******@*******.com at the end of your chat.
Nikos: if they already sent it check your inbox for it but i really don't know if it was done
m*********: it was not
m**********: I have been refreshing every 10 minutes
m**********: SCREENSHOT VIEW~# ACCEPT
m***********: sorry I asked HSBC fraud to just follow/track this so have shared screen and previous chat logs
m**********: because your assurance on behalf of the company yesterday have not been carried through and Michael who said he had the maim authority has vanished
Nikos: sure thing but i cannot really provide any more help on the subject since i do not have access to data regarding security
Nikos: what we on support can do is inform you of changes that we can see and we do not get timelines when a matter is handled by security/finance
m**********: Nikos: tomorrow the issue will be resolved, at the moment support cannot offer any more information since we do not have access to those data m*********: so tomorrow it WILL DEFINITELY be resolved I have your word? Nikos: yes tomorrow it is
m**********: So this above statement you now admitting was a bit ambitious of yourself?
Nikos: no the above statement was based on what i see written in our system
Nikos: but support does not do the actual handling
info: Your chat transcript will be sent to *******@*********.com at the end of your chat.
Nikos: so we cannot promise or have knowledge if some procedure actually needs longer than estimated
m********: Nikos I am leaving my office now. I will be going on a train in 15 minutes.....I want a call from a manager now please
Nikos: there is no manager in the office at the moment
Nikos: the only department which is promised to be online 24/7 is support
m*********: surprise surprise
m*********: goodnight and will now leave to the experts
Nikos: Thank you for chatting. Goodbye.
Screenshot
