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Formal Complaint Against Casino DazzleHand – MCC Code Misuse & Refund Denial

Dear Casino Guru Team,

I am writing to formally complain about Casino DazzleHand’s handling of payments, responsible gaming practices, and deceptive customer service.

On January 17th, I deposited a total of €250, which should not have been possible due to an active gambling block on my card. However, the casino appears to be using incorrect Merchant Category Codes (MCC), allowing the transactions to bypass my bank’s restrictions. Additionally, these payments were not processed under the casino’s name but instead through irrelevant payment providers, specifically Pleasure Paradise Nigeria (officially selling ebooks) and Destream (officially used to donate to streamers), raising serious concerns about transparency and regulatory compliance.

After noticing this issue, I requested a refund. The casino asked me to provide sensitive personal data, claiming it was necessary to process my request. However, after I finally submitted all the required documents, they denied my refund without justification. Additionally, I had previously requested account closure via their chat support, but my request was ignored, and I was instead told to send an email.

Given these deceptive practices, I am requesting a full refund of the €250 and assistance in holding Casino DazzleHand accountable for their actions, and practices which go against European law and Visa/MasterCard guidelines. Even a

Thank you for your time and support.

Best regards,

Hello nicolaevadrian750,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Dazzlehand Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Is your balance still available on your account or you played it away?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello.

They asked me to verify my account AFTER I closed it. I sent a account closure request on the 28th of January. I was not verified when I decided I wanted to permanently close my account with them. I had to send multiple documents regarding my residence, and, eventually, I got a message yesterday that they verified my identity.

Balance was gambled away almost immediately after depositing it.

I not want to relapse and lose my money, and normally I wouldn't have been able to, due to the gambling block.

I spoke yesterday to the casino per e-mail., they ignored all the points I made about their shell website payment processors and how it's unfair since it's purposely avoiding mechanisms that should protect people like me. They just said me that the decision not to issue a refund is permanent and I should not question it any further. I said that I admit my mistake and I would be fine with accepting half of the money, so that I would not have to take legal action against them, and the shell companies that allowed all of this to happen. They once again denied and reiterated that their decision is permanent.

Best regards.

Hello nicolaevadrian750,

Unfortunately, if you have lost your balance already, there is no way to refund it.

Unless you specifically mention gambling problems to the casino, they have absolutely no reason to deny your deposit or block your account.

Is there anything else we could assist you with?

Regards,

Nick

Hey Nick, thanks for your reply.

Respectfully, I think you misunderstood the problem, I find it imoral and against the principles of responsible gambling that this casino uses unrelated merchants (ghost websites and companies) as payment processors. Given that I was well aware of my gambling issues, I had the gambling block on. This casino uses payment processing that does not have the MCC code related to gambling services (7995), and thus intentionally avoids the gambling block that people like me put in place. This practice (transaction laundering) is illegal in most jurisdictions (including mine, and Malta's, where the casino operates). Had the casino used a merchant that would've been cleared from VISA/MC and local authorities to process gambling payments, then I would not have had this issue at all. It is an unfair practice from their side, which only preys on compulsive gamblers.

So, with the casino following normal guidelines and proper responsible gaming procedures, I wouldn't have been in this situation in first place. I do admit it is indeed my mistake for gambling the money away, but this is what a gambling addiction does to somebody. And I'm sure they're also aware of this.

Best regards.

Dear nicolaevadrian750,

It is quite common for casinos to process payments under different names. As mentioned earlier, since you did not request exclusion directly with the casino or its licensing authority, we are unable to assist further in this matter.

I would recommend reaching out to your payment provider or the relevant licensing authority for further assistance.

Please let us know if there is anything else we can help you with.

Best regards,

Nick

Dear nicolaevadrian750,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.