Talismania Casino - Player's account is under review and funds are inaccessible.

My account is under review from February and I cannot get from the casino what is the reason. I was registered in casino on 01.02.2025, made a deposit and won amount. I requested a withdrawal of the funds but on the next day it was not possible to log in the account. The note says that account is under review. I contacted support in chat and email, but in vain. I didn't stop contacting support. They didn't reply to my emails. Once I got from support in chat that I needed to provide documents for verification. I sent them via email all necessary documents but don't know till now are they approved or not. Account is still unavailable and my funds are not paid.

Dear v2931864,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better assist you and understand the situation, could you please provide us with the following details:

• What specific documents did you send for verification?
• Have you received any acknowledgment of your documents from the support team?
• What types of games did you play?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear Veronika,

Please find my answers below:

What specific documents did you send for verification?

I sent my ID document, selfie with ID and proof of address.

Have you received any acknowledgment of your documents from the support team?

After I sent the documents I haven't got any reply from the casino, I wrote to them several times but without any result. Casino just doesn't reply. I still don't know if my documents are accepted.

What types of games did you play?

I plaid slots.

When was the last time the casino communicated with you? If you have any messages between you and the casino customer support that could help us with the investigation of your case, kindly forward them to me at veronika.f@casino.guru.

Thank you for your cooperation.

Dear Veronika,

Unfortunately casino didn't reply to my emails. I shared my emails and you will see that there are no replies from casino. Only once on 17.03. I was able to contact casino via chat. I didn't save screenshot but luckily I copied the text that operator wrote to me: I'm deeply sorry for the frustration you've encountered. We understand how important it is for our service to be reliable, and we regret any inconvenience this may have caused you. Rest assured, we're working to address the issue promptly.

Of course after that nothing was solved. I even didn't get information why was my account closed or blocked.

Thank you very much, v2931864, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear v2931864, I've just reviewed your case and I’m sorry that you’re facing this challenge with verification. I will reach out to the casino and see what can be done to help you once they reply.

Dear Talismania Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, please confirm if you have received all the requested documents from the player. When can v2931864 expect their account to be verified? Why has there been no response to the player's emails regarding this issue?

I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Dear all,

Thank you for reaching out!

Please be informed that the account closed in accordance with the Terms and Conditions, namely the article 3.9.

Regardless, as a sign of goodwill, we will proceed with the withdrawal of the customer's winnings.

We will get back to you with more details as soon as possible.

Best regards,

Talismania Casino

Dear Talismania Casino, thank you for the response. Please, let us know once you have processed the refund of the player's balance after closing their account or if you need any information from the player.

Dear v2931864,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Talismania Casino Team

Hello, I missed the notification. I replied to your email, please check, thanks.

Dear v2931864, could you please let us know what information you have received from the casino?

Dear v2931864,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Talismania Casino Tea

Dear v2931864,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Talismania Casino Tea

Dear Talismania Casino

I replied and provided additional details. Thank you.

Dear v2931864,

Thank you providing us with payment details.

Once the refund will be processed, we will notify you.

Thank you for your cooperation, appreciate.

Kind regards,

Talismania Casino Team

Dear v2931864, please let us know once you receive the refund from the casino.

Dear v2931864,

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.

Hello.

I received the refund 6 days ago, thank you.

As Talismania casino stated in the message in this thread, they should notify me, so I was waiting. However, 4 days ago, I received an email with a request to send them additional documents.

Not sure why they later requested additional documents, anyway, I received my winnings, thank you once again.

Dear v2931864,

I'm glad to hear that your winnings were finally paid out to you and the issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia

Casino.Guru