Withdrawal delayed beyond advertised payout time frames

I signed up with Dazzle Casino and deposited £200. I received a £200 bonus. I read their bonus terms thoroughly and they mention that the max bet on games is 50% of bonus amount. This would be £100.

I went to roulette and played £25 stakes. After completing the wagering requirement, (and having my big win capped to £600), the casino confiscated all of my winnings, stating...

"Dear Deanna,

After reviewing your withdrawal and gameplay we have concluded that you have breached our Bonus Policy, part of our Terms & Conditions agreed upon registration.

On the 23/06/2020 you have deposited the amount of £200 and received the bonus of £200, which was subjected to our Bonus policy.

After checking your bonus bets, it has been concluded that you have played all your bonus on one single game, European Roulette, which is considered ‘irregular gameplay’, as per the Terms of use with which you have agreed.

As such, we have revoked winnings acquired whilst in breach with our Terms and conditions and returned your participation fee
Please find bellow for your convenience excerpt from our Terms and condition:"

The casino doesn't have any rules against playing all of my bonus on one game. They only have a rule against playing over 50% of the bonus balance in one spin/game/round.

If the casino intended to mean that the total bets in any one game couldn't ever surpass 50% of the bonus amount, i.e. £100, then in that case, the customer would be expected to have to play 100 separate games in order to fulfill the £10,000 wagering requirement. No customer would ever be expected to assume that the rule means 'You can only bet up to 50% of the bonus amount in total, on any one game'.

They would rightfully interpret it, as I have, to mean, you can bet up to 50% of your bonus amount on any one spin.

Dazzle casino have improperly applied this term as a way of confiscating my winnings, and I believe they should pay all my winnings out.

The amount outstanding is £400, as the company have refunded my deposit of £200.

I have attached the email from Dazzle Casino

Hi, I have been playing with the aforementioned casino and was successful and won £15,000. All winnings are from non bonus money as I have deposited and not taken any bonuses beyond the Welcome bonus of £100. When playing I was asked to verify my account by sending in documents to prove my identity. I duly did and my account was verified. I continued to play until I won the above amount. Aware of the restrictions in the withdrawal policy on Tuesday 30th May I requested £3000 be paid to my bank card. The following day I was sent an email by security asking to send an image of myself holding my passport to "Fully" verify my account. I responded to this and I have heard nothing more from Security. The original T & C's said the request should take no longer than 3 business days which expired on Friday however as of yesterday this has changed to 5 business days with updated T&C's. Today is the 5th business day as Monday was a bank holiday in Cyprus. I have spoken to online chat, most of whom are very accommodating considering the lack of help they can provide, on numerous occasions who assure me that my issue is being dealt with and will be resolved but will not give me a time frame. I have no intentions of gambling the money and will wait as long as it takes I just wanted to see if you can help to speed up the process. Thanks. DJ.

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.