The player from Germany reported that despite his requests to close his account due to gambling addiction, the casino kept it open and even offered bonuses to entice him to continue playing. He had deposited €2,888 and had a net loss of €2,388, which he demanded to be refunded, as he believed the casino was ignoring his addiction concerns. The complaint was marked as resolved after communication with the Complaints Team, although specific details of the resolution were not provided. The player confirmed the issue was resolved, and the case was closed by the Complaints Team.
Talismania Casino - Player's account closure request has been ignored.
Resolved
Our verdict
Case closed
Amount: €2,388
Talismania Casino
Safety Index 8.1 HighCase summary
Discussion
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3 weeks ago
Translation
Hello Casino Guru team,
I must file a complaint because player protection has been completely disregarded here in order to encourage me to continue playing despite my known gambling addiction.
The process:
May 14 & May 20, 2026: I wrote to support via email, unambiguously, that I want to permanently block my account due to excessive losses ("as i lose too much Money here").
May 20, 2026: My assigned VIP manager, "Mark," even replied to my email at 5:22 PM and confirmed that he had received my concerns about the losses. However, he deliberately left the account open.
June 1, 2026: Instead of finally implementing the account suspension, the same VIP manager offered me a €60 bonus via email to entice me to play again. In my direct reply, I reiterated my demand: "Just close it already!!!" This too was ignored.
After that: I expressed my acute gaming problem several more times in the live chat – without any reaction.
Since my initial explicit report, I have subsequently deposited €2,888 and withdrawn €500. This leaves an unlawful net loss of €2,388.
The casino knew perfectly well that I was addicted and deliberately triggered me through VIP management in order to continue profiting from me.
All emails, chat history and bonus offers are saved via screenshot.
I demand a refund of €2,388, as this money should never have been accepted after my clear disclosure of my addiction.
Best regards,
Gandhi 1988
Automatic translation:
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear gandhi1988,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
I have read the casino's T&C's and this is what I have found:
Self-exclusion request: You can contact the Support Service Team via e-mail at support@talismania.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.
To better understand the situation, please answer the following questions.
- Do you still have access to your account?
- Have you used the same email address used in your casino account to contact the casino with the request to close your account due to gambling addiction?
- Please forward the complete email threads of all your account closure requests, along with the casino's replies. Please do not send screenshots, but the original, uncropped email messages instead. My email is jean.s@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Jean
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear gandhi1988,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Jean
