dazzlehand - how should I react to this decision?

[pelimies79]

How should I react to the decision? The fact is that I was living in Spain this year using the local net in addition to my Finnish mobile one.


The Respondent is L.C.S. Limited, a company registered under Maltese law with registration
Number and registered address Ta'Xbiex Malta Suite 1, Sterling Building, Enrico Mizzi Street Suite
1, Sterling Building, Enrico Mizzi Street Ta'Xbiex Malta.
2. Procedural History
The Complaint was filed by the Complainant with the Maltese Dispute Resolution Entity ("MADRE")
on the 25 Mar 2025 by online submission.
In accordance with the Rules of Procedure, MADRE formally notified the Respondent of the
Complaint and this case was formally opened on 25 Mar 2025. The response by the Respondent
was submitted on the .
MADRE appointed one of its adjudicators as the sole arbiter for this case.
3. Factual Background
The Complaint refers in particular to an incident on the 20 Mar 2025. At the time the Complainant
was active as a customer on the Respondents platform.

madre-online.eu
4. Complainant’s Claim
The Complainant requests Withdrawal of Winnings amounting to EUR 1,346.22.
5. Contentions of the Parties
Complainant
The Complainant holds the forthcoming:
Dazzlehand confiscated everything except returned my last deposit. Nothing was wrong with my
bets and neither did I anything else the long list includes.
Any evidence substantial for MADRE‘s ruling is reproduced below.
Respondent
The Respondent holds that the claim is not sufficiently founded. The Respondent states:
Response to Case 3048349640



Response to the unjustified deduction claim
The complainant alleges that DazzleHand Casino wrongfully deducted the sum of 1346.22€ from
their account. However, we shall present clear and compelling evidence demonstrat- ing that the
complainant’s activities constituted a breach of our General Terms and Conditions, thereby
justifying our actions as lawful and appropriate. At this juncture, we would like to draw attention to
the fact that during the registration process, the com- plainant employed the use of a proxy server
to access our platform. In this regard, we respectfully invoke Term 12.10 of our General Terms and
Conditions, which expressly stipulates the following:
12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any
balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to
suspend the provision of the Services or deactivate your account if: i) we identify you have
disguised or interfered, or taken steps to disguise or interfere, in any way with the IP address of any
Device used to access our Site (such as using a Virtual Private Network “VPN”) ii) it comes to our
attention that the customer used forged documents (photos, scanned documents, screenshots etc.)
during the verification procedure or in any point time the Agreement is active iii) there is a
reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on
your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other
unlawful activity in relation to Your or third parties’ participation or you use any software-assisted
methods or techniques or hardware devices for Your participation in any of the services provided by
the Company.
Grounds for deduction
Contrary to the complainant’s allegations, our actions were fully following the rules and terms to
which the complainant agreed upon registration. As illustrated in Figure 1, we detail the sports
betting restrictions that were applied to all of the L.C.S. complainants’ accounts by our Sports
Trading Teams. These limitations were imposed in response to the complainant’s problematic
betting activities, which were deemed to present an un- acceptable level of risk to our operations.
The restrictions were implemented with the sole purpose of mitigating risk and preventing the


complainant from exploiting discrep- ancies in odds across multiple brands, including multiple L.C.S
platforms as shown, for arbitrage and other opportunistic tactics aimed at maximizing profit unfairly.
Overall, the complainant’s activities remained consistent across our brands, reflecting a system- atic
and deliberate effort to maximize profits without engaging in valid wagering of their actual funds.
This pattern of behavior further underscores the complainant’s intention to exploit our platform for
financial gain in violation of our Terms and Conditions.
Figure 1: Sports limitations applied to the L.C.S accounts of the complainant
Furthermore, we wish to draw your attention to the complainant’s actual sports bet- ting patterns on
DazzleHand. As demonstrated in Figures 2 & 3, the complainant’s activity remained within normal
parameters until recently, at which point their transac- tions began to exhibit characteristics
indicative of problematic or exploitative behavior. This prompted the Risk Department to undertake
a comprehensive investigation, which ultimately resulted in the imposition of a maximum stake of 1€
per betslip across all available sports markets.
Figure 2: 1€ strict limitations for all markets, applied to complainant’s Dazzlehand account
Figure 3: 1€ strict limitations for all markets, applied to complainant’s Dazzlehand account
Finally, in Figures 4,5 & 6, we present samples of the IP addresses recorded when the complainant
instigated activity in DazzleHand. As is clearly shown, those correspond to an external VPN/Proxy
server, which was used to access DazzleHand.com. This finding constitutes a violation of the
aforementioned Term 12.10, since, in alignment with our above findings, it strongly indicates BOT
activity and external tools deployed for maximizing profits and served as the basis for our decision.
Figure 4: Evidence of Proxy usage by the complainant to access the DazzleHand.com domain with
a Spanish IP while the registered location is Finland
Figure 5: Evidence of Proxy usage by the complainant to access the DazzleHand.com domain with


a Spanish IP while the registered location is Finland
Figure 6: Evidence of Proxy usage by the complainant to access the DazzleHand.com domain with
a Finnish IP
Conclusion
In conclusion, DazzleHand Casino maintains its position regarding the issues raised by the
complainant. Our team acted in full compliance with the terms and conditions of our promotional
offer. It is important to note that, while Term 12.10 does not entirely encompass the full scope of the
complainant’s problematic and abusive behavior across our brand, it was nonetheless breached.
This breach was deemed sufficient by our Risk Department to proceed with voiding the
complainant’s activity and the removal of the associated profits at the time (1346.22€).
We are committed to resolving this matter amicably and look forward to your re- sponse.
Sincerely, The DazzleHand Team
Any evidence substantial for MADRE‘s ruling is reproduced below.
6. Discussion and Findings
Admissibility
MADRE has found the claim admissible under Sections 2 of the Rules of Procedure as the
Respondent has duly submitted to MADRE's arbitration procedure.
In accordance with the Rules of Procedure, MADRE has to decide a complaint on the basis of the
statements and documents submitted and in accordance with these Rules, the applicable Terms
and Conditions and in due consideration of the principles of law that it deems applicable [MADRE
rules of procedure, section 3(c)]. In particular, the Maltese Gaming Player Protection Regulations
(L.N. 246 of 2018) and the MGA Directive 2 of 2018 Player Protection Directive must be considered
in the present case.
There is general consistency between the parties that the amount in question was won by the
Complainant playing in an online casino under the MGA license of the Respondent. The winnings


amount to EUR 1.346,22.
The Respondent claims that he had the right to void the Complainants winnings due to 'fraudulent
activities' - due to utilization of IP Proxies - that constitutes a violation of the Respondents Terms
and Conditions. It has hence to be determined, whether the objection and the resulting legal actions
of the Respondent have been lawful. This would be the case, if the relevant Terms and
Conditions the Respondent quotes, are applicable, if the behavior of the Complainant falls under
the requirements of those Terms and Conditions and can thus be deemed as 'fraudulent', and if the
Respondent had thus the right to void winnings of the Complainant as a legal consequence based
on the alleged breach of the Respondents Terms and Conditions.
Contractual basis of Relationship
By taking recourse to the Respondent’s complaints procedure, which is based on the Respondents
Terms and Conditions as well as the general MGA regulation, the Complainant at least implicitly
recognizes the validity of the Terms and Condition as a basis for the contractual relationship
between himself and the Respondent.
Accordingly, the terms and conditions of the Respondent may be referred to for the determination of
the judgement in the present case.
Applicable Terms and Conditions
The Respondent complains about the breach of Clause 12.10 of the Respondents terms and
conditions by the Complainant:
12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any
balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to
suspend the provision of the Services or deactivate your account if: i) we identify you have
disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address
of any Device used to access our Site (such as using a Virtual Private Network “VPN”) ii) it
comes to our attention that the customer used forged documents (photos, scanned documents,
screenshots etc.) during the verification procedure or in any point time the Agreement is active


iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus
abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive,
fixing or other unlawful activity in relation to Your or third parties’ participation or you use any
software-assisted methods or techniques or hardware devices for Your participation in any of
the services provided by the Company.
It is decisive, whether the behavior of the Complainant falls under the scope of the clauses
mentioned above. The Respondent provides detailed evidence that the Complainant used IP
Proxies. MADRE deems it proven beyond reasonable doubt that the Complainant has utilized tools
in order to gain an unfair advantage playing in the casinos of the Respondent. The Complainant is
hence in direct breech of the Respondents Terms and Conditions that form the basis of the legal
relationship at hand.
It is not relevant, whether the Complainant has acted deliberately and purposefully in an abusive
manner. For a breach of these terms and conditions no fault in the sense of negligence or intent is
required. Due to the contractual relationship between the parties, it is sufficient that the
Complainants actions actually fulfill Clause 12.10 in order to constitute a breach.
Lawfulness of the legal consequences taken by the Respondent
Lastly, it has to be determined whether the Respondents immediate action to void the winnings of
the Complainant was lawful. While the law and Maltese gambling regulation provide several
reasons to lawfully freeze player funds for a limited period of time, the permanent confiscation of
funds seems more difficult to argue. Hence, the Terms and Conditions need to clearly grant the
Respondent a right for his actions as a consequence of the breaches outlined above. The
Respondent invoked the right to permanently close the Complainants account and confiscate funds
available on the account. This right is was derived from Clause 12.10 first sentence directly. Due to
the severity of the breach MADRE considers the consequence of forfeiting winnings to be
reasonable and justified, hence lawful.
Conclusion
Within the framework of contractual relationship between the Complainant and the Respondent, the
general terms and conditions of the Respondent were binding for the Complainant and thus
governing the legal relationship between the parties of the case.


The Complainant has violated the Terms and Conditions; the Complainants behavior is to be
classified as 'fraudulent' in the sense of Clause 12.10 of the Terms and Conditions, due to the
utilization of IP proxies.
Based on the Complainant's breach, the Respondent had the right to declare the Complainant's
winnings void according to Clause 12.10 first sentence of the Respondents Terms and Conditions.
Accordingly, the Complainant has no claim against the Respondent for payment of the winnings in
the amount of EUR 1.346,22. The case is decided in favor of the Respondent.
Therefore, MADRE follows the argumentation of the Respondent.
7. Decision
MADRE accedes to the submissions of the Respondent. The submissions made by the opposing
party could not convince the arbitrator and are therefore rejected.

 

[dunover]

To cut a long story short the OP made a complaint to MADRE concerning denied winnings and refunded deposits as his IP address did not match his physical location where the account was opened and addressed.

It therefore breached their terms and MADRE endorsed the casino's decision.

 

[pelimies79]

Are you serious that I am not allowed to use my account in other countries using local networks? I did not try to hide my location.

 

[conker]

Are you serious that I am not allowed to use my account in other countries using local networks? I did not try to hide my location.

That is the verdict handed down by MADRE, sadly it is up to them how they decide to rule.

I personally think the whole VPN thing at casinos is a great way for operators to challenge anything they don't agree with.

I don't think it is right, as it should be challenged before a player makes a deposit, not later in the process when they are trying to make a withdrawal. VPN's are extremely common these days, so if they are going to be a problem then it should be identified up front.

Regulation, borders, VPN's etc, just create opportunities for operators to deny winnings and use speculative legislation to hide behind.

 

[pelimies79]

That is the verdict handed down by MADRE, sadly it is up to them how they decide to rule.

I personally think the whole VPN thing at casinos is a great way for operators to challenge anything they don't agree with.

I don't think it is right, as it should be challenged before a player makes a deposit, not later in the process when they are trying to make a withdrawal. VPN's are extremely common these days, so if they are going to be a problem then it should be identified up front.

Regulation, borders, VPN's etc, just create opportunities for operators to deny w

 

[pelimies79]

Madre was not informed in fact that I was in Spain as I thought it is irrelevant.

 

[StormRider]

I can’t comment on your individual experience because I don’t know all the facts…
But I do believe that the industry needs to get its act together cos there is a lot of wide open class actions that could be taken and easily won!
I’m not saying the narcissistic gaslighting account manipulative thieves!! And they ADR they use is on the pay roll hard out and that no manipulation of a Digitial realm can be modified, and with auditing carried out and records inspected! Some might say it’s a total and utter conflict of interest in any other industry and totally rigged! But that’s going to land like a conspiracy theorist saying that Covid was a setup too! (Which reminds me I better get me a booster and the flu jab too!)
It’s called gambling! A game of luck and random outcomes! You lose they win, you win they get it back… it’s a cycle of life and the thrill of the game! If you ride a motorcycle hard and fast (which I do, and late at night when roads are clear and so I don’t freak the law preachers! I’m pretty sure I’m safe here, cos they won’t be gambling surely!) but I don’t go and ride fast to die, or harm anyone else! I do it cos I like it and when it’s flowing it’s flowing and you either know what I mean or you just don’t… (don’t waste your time telling me I could kill someone or whatever, read again! And go spin up some big spins and get your buzz your way!

But I do think they could help prevent the above types of conversations and also reduce the serious harm to the community and public if they changed a few things!

If they are an honest casino as many are and they have enriched many people’s lives greatly!

And yes I want a commission or a seat on the gaming commission table if any of my ideas appear to intelligent! Simple and removes all the need to be paying off some ADR to try and come up with a valid excuse that they have no power or ability to enforce anything on their master and lifestyle funder!

But if your targeting scam artists and dirty business men ripping people off and making them lose their houses and putting them and their families into Intergenerational hardship! Then let me in and let’s get these ones!

It’s 2025 and surely a bit of code or whatever that because? A flag? Sensor?
If it reads your cookies and login history and all the other bits of information that have on me, and who else comes to my place and uses my wifi to play on their device or even if they have a cracked screen or just a crap phone and want to use mine or someone else’s! What’s the harm? Is it the device created by Apple that they are worried has some hack?
Or is it that they are committed to anti laundering and funding of terror groups and trafficking networks etc?
So why can’t a trigger pop up appear across the screen and that can not be accidentally tapped closed (have a ok or agree button that changes location so you can’t accidentally tap yourself into the shit!
And depending what they are saying are breaches of their terms and conditions and not paying out, surely these things are detectable oddly when their luck and thrill of spin seems to have fallen in the players favour this time, but instead of looking like a greedy little psychopath who can’t handle losing they have to pull out the terms and conditions booklet and do it that way! That’s a bit old and out right pathetic no? Isn’t that one getting old? Even if you are an honest operator your still doing things how you were taught and clearly don’t have the intelligence to adjust and develop with the times so yeah maybe your days should be numbered and let players play with honest and good ethical operators! Ones who don’t want to have a legal team that makes more than they do (cos selling your soul costs big)
But what happens if I go to a hotel or the company I work for has some crowdstrike protection and protocols active and I’m not aware of it? And wahoo! Nice win! And then to be told I did something wrong that’s invisible to me? Why not have a pop-up when you login that says something like, “we can see you’re a good loser (valued customer!) and we would really love for to stay being a valued customer with us (cos I want a new Porsche) but we have detected that the way you are attempting to login and play (lose) is potentially a breach of our terms and conditions that will result in any wins, now and maybe even when you go home and it’s still on your log file!
We can not in all fairness accept a deposit of any kind or allow play to be performed! As you will only lose cos we won’t pay you for breaching our rules!
Is that to hard? Maybe give some solutions even! “If you’re at work or using another wifi connection then normal, try turning wifi off and play directly with your sim data! You don’t have enough data? Then try another wifi network? Close and login again to see if that fixes the issue!
Or the IP address that you are login in from is on a banned or embargo’s etc prevents us from allow you to use our casino ‘or let them login and rip them off hard and give the money to charity and make the world a better place?
May I just have ethics and morals and I’m sure some geofencing company is looking at ways to ticket and fine me for that (or maybe that’s why I lose some days??)
But if you come into my establishment and I can see something that clearly is a breach of my right of entry or terms and conditions, like your wearing no shoes into my bar! Or some symbols that a demeaning to other patrons etc… it’s always easier and more logical to deal with at the door right! Not once I have let you in and you buy an expensive bottle of wine and then take it off you and say hey you got no shoes on, you got to go!
Logic and doorman smarts! (Can’t call it common sense cos it would already?)
But it would also separate the legit and ethical operatiors from the dodgy out of date due to be retired ones! And whilst some people may not care how they make their money or create harm! This would be a great tools for ethical authorities to know who to monitor or target? And even prevent a class auction being taken against them directly which has happened in the past and compliancy breeds failure? Is that the saying? And like the drug trade, it’s the harm to the community that screws things up for everyone (so I read in the newspapers)
Be proactive and innovative and stand out from the rest and who knows! Your casino network could become the preferred platform globally and avoid red tape and other issues!

That’s my genius idea for the year! And not one that bankrupts or closes down a network! It will probably make you more! In fact it will… and you know it…

I just wouldn’t mind a casino of my own if someone is a good sort?

And you can see who some of these ethical generous operators are by the newsletters and dice comes to mind all the time and some of those lower % casinos should take note!

They put warning lights on cars, planes and nuclear reactors for a reason!

Love white hats and beekeepers

 

[StormRider]

Heck if someone really wanted to go next level mobile service provider lock access? Partner up? And even well known or ethically aligned providers and partners! Why let some backyard IED supplier start tapping on your door?
To have freedom we some times need some logic and hey if they pass the inspection and ethic testing for the anti laundering and terror groups communities then it’s not your problem is it… leave the door open?
If I was an operator and player I’d much rather not run the risk…, and we are seeing it every day! Don’t wait for politicians to create solutions! They only tax you or blame the world’s problems on you! Self regulate and raise the bar so high the cheap dirty ones can’t afford it be bothered and they move on!
Would love to work with the industry and and keep it going ethically and safely! I don’t have anything to lose… I just like making the eggs break in area link dragon, and action boost dragons cache!
I have already mentioned those games when I posted my big win picture so don’t see why if I have done it before I can’t again! And especially when I won, and not pushing something that doesn’t

 

[pelimies79]

Here is a translated story from a Finnish site.



A Finnish gambler won a significant amount of money in a few months on a betting site. When it came time to cash out, things started to go wrong. At first the client only managed to withdraw €1000 and soon all withdrawals were blocked. When the player wondered why, the casino's customer service only gave really vague explanations. When the site was in contact with the casino on behalf of the player and sure enough, the player started receiving his money.

The joy was cut short, however, when Betsamigo suddenly came up with a claim that the player had broken some rules set by the casino. "Mummorulla" has done a background check on the player and he is a very trustworthy and knowledgeable Finnish player. The player has not broken any rules, not even though the casino claims so.


When "Mummorulla" told the casino that they were going to do a news story, they were quickly contacted and told that the player might get their money after all, as long as we didn't publish the story. The casino representative wrote that if we did publish the news, the player would at least not get his money. The decision to publish the news, even at the risk of the player not getting his money, was made jointly by the site and the player. That 'promise' says all that is needed to know about the unreliability of this casino. Betsamigo currently owes the player a total of €18.300 plus the Premier League season bets.

The player filed a complaint with the MGA (Malta Gaming Authority), but the MGA rejected the complaint without any explanation or concrete evidence. The player still has the possibility to file a lawsuit , the length of which nobody can predict. The player is not alone in his case, there have been several whistleblowing cases against LCS Limited and some of them are in court or about to go to court. The site ended cooperation with all casinos of L.C.S Limited with immediate effect.

 

[Toomza]

This seems to be quite common subject with complaints related to L.C.S

 

[pelimies79]

Would you file a lawsuit in my position?

 

[Reelsoffun]

From my experience law suits of this nature very rarely win, and for that reason you’ll not find any that will take it on as a no win no fee basis, so would be throwing more money away in the long run.

 

[pelimies79]

Yeah I once did that and lost. It was against 18bet which closed my account upon withdrawal attempt lying about multiple accounts. In the lack of evidence I could not prove anything meaning it was just my written word against it. I had neither recorded anything nor taken screenshots. Strange that the operator was allowed to lock my account and not open it at any point in the process. Still today when I ask to have my 18bet account unlocked I am said no. An european small claims procedure luckily was not expensive.

 

[pelimies79]

How would you file a small court lawsuit without a lawyer in an ideal way? The difference compared to this dazzlehand case is that I have not been abroad at all. The account was opened in Finland and it has been only used in Finland ever since. The accusation is almost identical regarding betting patterns and proxy server use. The same lie about using VPN was present except this time not Spain mentioned.