Talismania Casino - Player’s account remains open despite closure request.

ΤΟΥΣ ΕΧΩ ΣΤΕΙΛΕΙ ΕΠΑΝΕΙΛΗΜΜΕΝΑ ΜΕΙΛΣ ΝΑ ΚΛΕΙΣΟΥΝ ΤΟΝ ΛΟΓΑΡΙΑΣΜΟ ΜΟΥ, ΜΟΥ ΣΤΕΙΛΑΝ ΜΕΙΛ ΝΑ ΤΟ ΕΠΙΒΕΒΑΙΩΣΩΜ ΤΟΥΣ ΤΟ ΕΣΤΕΙΛΑ ΚΑΙ ΑΚΟΜΗ ΕΧΟΥΝ ΑΝΟΙΧΤΟ ΤΟΝ ΛΟΓΑΡΙΑΣΜΟ.

Dear Coolies,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re facing with your account closure request.

To better understand the situation, could you please provide some additional details? Specifically:

• When did you first request the closure of your account?
• Can you confirm if you received any specific instructions or information in the email they sent you confirming the request?
• Have you received any further communication from the casino after confirming the request, or has the account remained open without any updates?
• Could you please forward any relevant email correspondence to [email protected] so we can review it? I’ve reviewed the screenshots you provided, but unfortunately, they appear to be too blurred for us to clearly read the details.
• Additionally, could you confirm whether you mentioned any specific reason for wanting your account closed in your request?

Your cooperation in providing these details will help us investigate and work towards a resolution. Once we have a clearer picture of the situation, we can proceed with assisting you further.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

ΣΑΣ ΕΧΩ ΣΤΕΙΛΕΙ ΣΤΟ ΜΕΙΛ ΣΑΣ ΑΥΤΟ ΠΟΥ ΜΟΥ ΖΗΤΗΣΑΤΕ

Dear Coolies,

Thank you for your patience. Below is a timeline of events related to your account closure request:

• 18th February 2025: You requested to delete your account (no mention of gambling problem).
• 20th February 2025: The casino inquired about the reason for the request.
• 20th February 2025: You responded with, "Delete my account now."
• 23rd February 2025: The casino informed you that your balance would be seized if you wanted to close the account.
• 23rd February 2025: You confirmed your closure request.
• 24th February 2025: You again requested to close your account.
• 25th February 2025: Instead of closing the account, the casino offered you a bonus.

Could you please confirm if this timeline is accurate from your side? If anything is missing or incorrect, kindly let me know so I can proceed accordingly.

Is your account still accessible?

Thank you.

ΝΑΙ ΑΥΤΟ ΕΙΝΑΙ, ΝΑΙ Ο ΛΟΓΑΡΙΑΣΜΟΣ ΕΙΝΑΙ ΑΚΟΜΑ ΠΡΟΣΒΑΣΙΜΟΣ ΚΑΙ ΣΤΕΛΝΟΥΝ ΚΑΙ ΣΥΝΕΧΕΙΑ ΜΗΝΥΜΑΤΑ ΣΤΟ ΚΙΝΗΤΟ.

ποτε θα απαντησετε?

Dear coolies,

Thank you very much for providing all the necessary information.

Please note that Casino.Guru handles over 1250 complaints simultaneously, and while we strive to address each case as quickly as possible, a little patience would be greatly appreciated. The 7-day timeline applies to all parties involved, including our personnel.

I would like to remind you that since you never specifically mentioned a gambling problem in your initial request, the casino may not have acted as promptly as it would have in such cases. This could explain some of the delays in processing your request.

I will now transfer your complaint to my colleague, Matej ([email protected]), who will continue assisting you and work towards resolving your issue.

Thank you again for your cooperation, and I wish you the best of luck in having your issue resolved soon.

Hello coolies, we meet again! :)

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

While waiting for the casino response, could you please send an official self-exclusion request with my e-mail copied to it? Here is the template:

---------------------------------------------

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Talismania Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a lifetime.

The reason for my decision is my gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

---------------------------------------------

Please send another email to [email protected] (you can CC me at [email protected] in the copy) and keep me informed about any further developments. Thank you in advance.

Meanwhile, I’d like to invite a representative of Talismania Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with account closure and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

Dear coolies,

We would like to inform you that unfortunately, as you wanted to close your account hence, we closed your account as per your request and sent a confirmation via email.

Our team wishes you all the best for your future activities!

Best regards,

Talismania team.

ΝΑ ΜΟΥ ΕΠΙΣΤΡΕΩΟΥΝ ΤΑ ΧΡΗΜΑΤΑ ΠΟΥ ΚΑΤΕΘΕΣΑ ΜΕΤΑ ΤΗΝ ΕΠΙΒΕΒΑΙΨΣΗ ΚΛΕΙΣΙΜΑΤΟΣ ΣΤΟ ΕΜΑΙΛ.

ΑΠΑΤΕΩΝΕΣ.........

Dear Coolies,

We apologize for any inconvenience.

However, we would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Based on the above articles, we regret to inform you that a refund is not available for your account.

We hope this helps clarify the matter for you.

Best regards,

Talismania Casino Team

θα επρεπε να εχετε κλεισει τον λογαριασμο την ημερομηνια που σας επιβεβαιωσα το κλεισιμο του λογαριασμου.εσκεμενα δεν το κανατε οποτε να μου επιστρεψετε τα χρηματα που καταθεσα απο την στιγμη που σας επιβεβαιωσα το κλεισιμο του λογαριασμου και μετα.

Κλεισατε τον λογαριαμο οταν σας ενημερωσαν ατι υπαρχει παραπονο. Εκμεταλευεστε τον εθισμο μου.

Thank you very much for the account closure Talismania Casino Team. Could you please confirm the following:

• account has been closed and player marked as a gambling addict
• there will be no option to re-open this account, or open a new one with the same details
• was there any balance left in the account at the time of its closure?
• would you be willing to take down, or change the wording of the term 3.7 for a fair version?

Dear Coolies, as we have explained to you in the previous case with AllySpin Casino, there is a huge difference between an account closure request and self-exclusion request. While I fully agree with you that the account should have been closed as soon as possible since your first request, it is assumed that you were regular player who could just simply stop depositing until the account gets closed.

However, there is the question of the balance void out due to the account closure, which we find highly unfair, so we'll try to mediate with the casino further, on your behalf.

Dear all,

We have forwarded the details to the relevant department for further investigation. You will be kept informed of the update.

Please be assured that we are doing our best to resolve this matter as soon as possible.

Best regards,

Talismania Casino Team

Thank you for looking into this for us, Talismania Casino Team. Much appreciated. :)

Once you have the results, please post them directly to this thread. In case the proof contains some kind of sensitive information, it can be sent directly to me at [email protected].

ΕΠΙΒΕΒΑΙΩΣΑ ΝΑ ΚΛΕΙΣΕΙ Ο ΛΟΓΑΡΙΑΣΜΟΣ ΜΟΥ 23/02/2025,

ΛΟΓΩ ΕΘΙΣΜΟΥ ΜΟΥ ΣΤΟΝ ΤΖΟΓΟ.

ΑΠΟ ΤΗΝ ΣΤΙΓΜΗ ΠΟΥ ΧΡΗΣΙΜΟΠΟΙΩ ΤΑ ΙΔΙΑ ΣΤΟΙΧΕΙΑ ΓΙΑ ΤΗΝ ΕΓΓΡΑΦΗ ΜΟΥ ΚΑΙ ΣΤΑ ΑΛΛΑ ΚΑΣΙΝΟ ΤΗΣ ΕΤΑΙΡΕΙΑΣ ESTOLIO ΘΑ ΕΠΡΕΠΕ ΝΑ ΕΧΕΤΕ ΑΠΟΚΛΕΙΣΕΙ ΚΑΙ ΤΟΥΣ ΛΟΓΑΡΙΑΣΜΟΥΣ ΜΟΥ ΚΑΙ ΣΤΑ ΑΛΛΑ ΚΑΣΙΝΟ,

ΕΣΕΙΣ ΔΕΝ ΤΟ ΚΑΝΑΤΕ ΠΑΡΟΛΟ ΠΟΥ ΣΑΣ ΕΣΤΑΛΝΑ ΕΠΑΝΗΛΛΗΜΕΝΑ ΜΕΙΛΣ ΝΑ ΤΟ ΚΑΝΕΤΕ, ΕΚΜΕΤΑΛΕΥΟΜΕΝΟΙ ΤΟΝ ΕΘΙΣΜΟ ΜΟΥ.

ΤΑ ΧΡΗΜΑΤΑ ΠΟΥ ΕΧΩ ΚΑΤΑΘΕΣΕΙ ΣΤΗΝ ΕΤΑΙΡΕΙΑ ΣΑΣ ESTOLIO ΑΠΟ ΤΙΣ 23/02/2025 ΕΙΝΑΙ 810 ΕΥΡΩ.

ΚΑΙ ΟΧΙ 60 ΕΥΡΩ ΟΠΩΣ ΥΠΟΣΤΗΡΙΖΕΤΕ.

ΕΧΩ ΣΤΕΙΛΕΙ ΤΑ ΣΧΕΤΙΚΑ ΑΡΧΕΙΑ ΣΤΟ ΜΕΙΛ ΤΟΥ ΚΥΡΙΟΥ MATEJ.

Dear All,

We would like to take a moment to clarify the situation regarding account closure.

Player requested account closure via email 2025-02-18 as follows:

"I asked you to delete my account, and you haven't I will report you" - NO gambling problem listed, which means standard closure!

Player received a response from Customer Support 2025-02-20 asking for more details behind this decision, to which player replied as follows: "delete my account now" - NO gambling problem listed, which means standard closure!

2025-02-23, Customer support asked for confirmation of decision, and player confirmed the same day by replying following: "YES I CONFIRM IT" - account remain open till closure dated 2025-04-02.

The actual amount deposited by the player from the date when the player confirmed his decision on 2025-02-23 to the actual closing date on 2025-04-02 is 60 EUR. (evidence emailed to Matej)

Based on the above, we offered refund of deposited funds after account closure has been confirmed.

If you have any further questions, please contact us.

 

Thank you for your cooperation.

 

Kind regards,

Talismania Casino Team

ΣΤΙΣ 08/03/2025 ΕΚΛΕΙΣΕ Ο ΛΟΓΑΡΙΑΣΜΟΣ ΜΟΥ ΣΤΟ ΚΑΖΙΝΟ ALLYSPIN ΓΙΑ ΛΟΓΟΥΣ ΕΘΙΣΜΟΥ, ΤΟ ΟΠΟΙΟ ΑΝΗΚΕΙ ΣΤΗΝ ΙΔΙΑ ΕΤΑΙΡΕΙΑ ΜΕ ΤΟ TALISMANIA KAI TO POSIDON.

ΑΠΟ ΤΗΝ ΣΤΙΓΜΗ ΠΟΥ ΧΡΗΣΙΜΟΠΟΙΩ ΤΑ ΙΔΙΑ ΣΤΟΙΧΕΙΑ ΓΙΑ ΤΗΝ ΕΓΓΡΑΦΗ ΜΟΥ ΚΑΙ ΣΤΑ 3 ΚΑΖΙΝΟ,

ΙΔΙΟ EMAIL, ΙΔΙΟ ΟΝΟΜΑ, ΙΔΙΑ ΔΙΕΥΘΥΝΣΗ κτλ. ΚΑΙ ΔΗΛΩΝΩΝΤΑΣ ΤΟΝ ΕΘΙΣΜΟ ΜΟΥ ΣΤΟΝ ΤΖΟΓΟ

ΣΕ ΕΝΑ ΑΠΟ ΑΥΤΑ(ALLYSPIN) ΚΑΙ ΑΠΟΔΕΧΕΤΑΙ ΑΥΤΟ ΚΑΙ ΚΛΕΙΝΕΙ ΤΟΝ ΛΟΓΑΡΙΑΣΜΟ ΜΟΥ

ΔΕΝ ΘΑ ΕΠΡΕΠΕ ΝΑ ΕΧΩ ΑΠΟΚΛΕΙΣΤΕΙ ΚΑΙ ΑΠΟ ΤΑ ΑΛΛΑ ΔΥΟ ΣΥΜΦΩΝΑ ΜΕ ΤΟΥΣ ΟΡΟΥΣ ΚΑΙ ΤΙΣ ΠΡΟΥΠΟΘΕΣΕΙΣ???

ΟΠΟΤΕ ΤΑ ΧΡΗΜΑΤΑ ΠΟΥ ΠΡΕΠΕΙ ΝΑ ΜΟΥ ΕΠΙΣΤΡΑΦΟΥΝ ΕΙΝΑΙ ΑΥΤΑ ΠΟΥ ΚΑΤΕΘΕΣΑ ΣΤΗΝ ΕΤΑΙΡΕΙΑ ESTOLIO ΑΠΟ ΤΙΣ 08/03/2025 ΚΑΙ ΜΕΤΑ.

ΑΥΤΟ ΕΙΝΑΙ ΤΟ ΜΕΙΛ ΠΟΥ ΜΟΥ ΕΣΤΕΙΛΕ ΤΟ ALLYSPIN ΚΛΕΙΣΙΜΑΤΟΣ ΛΟΓΑΡΙΑΣΜΟΥ

Thank you for the reply and the evidence provided, Talismania Casino Team!

Dear coolies, as I mentioned in the complaint with AllySpin - closing your account (or self-excluding yourself) in one casino does not mean your other accounts gets closed automatically. You can check again their T&C that openly states:

Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts.

While I personally find this quite anti-consumer rule, and also personally agree that the database of self-excluded players should be shared within all the casinos under the same umbrella/owner - sadly this is not the case. Terms are clear and therefore excluding yourself in AllySpin does not mean automatic closure of all the other accounts you have in NovaForge casinos. Here is the excerpt from the terms:

As for the refund - can you please confirm if out of the originally requested 120€ - you have deposited 60€ in Talismania Casino and the other 60€ in another casino?

ΠΡΙΝ ΚΛΕΙΣΟΥΝ ΤΟΝ ΛΟΓΑΡΙΑΣΜΟ ΜΟΥ ΠΟΥ ΜΠΟΡΟΥΣΑ ΝΑ ΕΛΕΓΞΩ ΤΟ ΙΣΤΟΡΙΚΟ ΚΙΝΗΣΕΩΝ ΗΤΑΝ 120EURO ΑΠΟ ΤΙΣ 23/02/2025 KAI ΜΕΤΑ, ΜΠΟΡΕΙ ΚΑΙ ΠΑΡΑΠΑΝΩ, ΠΡΕΠΕΙ ΝΑ ΔΩ ΤΟ ΙΣΤΟΡΙΚΟ ΓΙΑ ΝΑ ΕΙΜΑΙ ΣΙΓΟΥΡΟΣ.

According to the screenshot from the casino's system, there was only one deposit of 60€ made between 24/02 - 02/04. If you agree, we'll amend the requested amount to 60€, and once that is being refunded, would you consider this complaint resolved?

συμφωνο

Thank you for the confirmation. I have amended the disputed amount, and replied to the casino's last e-mail. Please, let us know once you receive the refund, so we can close this complaint as resolved. :)

Dear coolies,

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

Thank you in advance.

Kind regards,

Talismania Casino Team

Dear coolies,

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.

ΔΕΝ ΕΧΟΥΝ ΚΑΤΑΘΕΣΕΙ ΤΑ ΧΡΗΜΑΤΑ. ΣΕ ΑΥΤΟΥΣ ΠΡΕΠΕΙ ΝΑ ΑΠΕΥΘΥΝΘΕΙΤΕ.

ΜΟΥ ΕΣΤΕΙΛΑΝ ΑΥΤΟ ΤΟ ΜΕΙΛ ΚΑΙ ΤΟΥΣ ΑΠΑΝΤΗΣΑ.

Have you provided the requested details?

Dear Talismania Casino Team, please let us know once the payment has been processed on your end, to keep us up to date. Thank you.

Dear coolies,

 

I hope this message finds you well.

 

To facilitate the processing of your refund, we kindly request that you provide us with your payment details via email.

 

We would appreciate it if you could send this information to the email address you have indicated here.

 

Regrettably, we have not yet received a response to our previous email.

 

Thank you for your cooperation.

 

Talismania Casino Team

ΤΟ ΕΧΩ ΣΤΕΙΛΕΙ ΑΠΟ 9/4

Dear coolies, could you please send the requested e-mail once again, with me CCed in the copy ([email protected])? Thank you.

το εστειλα

Thank you, I can confirm reception of the requested e-mail.

Dear Talismania Casino Team, please let us know once the details have been processed on your end. Thank you.

Dear coolies,

Thank you for providing us with payment details.

You can rest assured that your refund has been processed, and you will receive your payment as soon as possible.

 

Best regards,

Talismania Casino Team

Dear coolies, please let us know once you receive the refund, so we can close this complaint. :)

ΓΙΑ ΤΟ ΕΙΠΑΝ ΨΕΜΑΤΑ ΟΤΙ ΔΕΝ ΕΛΑΒΑΝ ΤΑ ΣΤΟΙΧΕΙΑ ΔΕΝ ΘΑ ΤΟΥΣ ΡΩΤΗΣΕΤΕ???

ΟΛΑ ΑΥΤΑ ΤΑ ΚΑΣΙΝΟ ΣΤΑ ΟΠΟΙΑ ΕΙΣΑΣΤΕ ΔΙΑΜΕΣΟΛΑΒΗΤΕΣ ΓΝΩΡΙΖΕΤΕ ΠΟΛΥ ΚΑΛΑ

ΟΤΙ ΕΙΝΑΙ ΕΓΚΛΗΜΑΤΙΕΣ ΚΑΙ ΑΠΑΤΕΩΝΕΣ ΚΑΙ ΘΑ ΕΠΡΕΠΕ ΟΧΙ ΜΟΝΟ ΝΑ ΤΑ ΚΛΕΙΣΟΥΝ

ΑΛΛΑ ΝΑ

ΤΟΥΣ ΑΣΚΗΘΕΙ ΠΟΙΝΙΚΗ ΔΙΩΞΗ ΓΙΑ ΚΑΚΟΥΡΓΗΜΑ.

Dear coolies, the payment has been approved just yesterday. Usually bank transfers take between 3-5 working days, and there was Easter bank holidays on Monday. Please, let us know once you receive the payment - or if you do not receive anything by afternoon on Friday 25th April. Thank you.

Dear All,

We are pleased to inform you that the refund has been successfully processed and completed.

Kind regards,

Talismania Casino Team

Dear coolies,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

I would like to thank the Talismania Casino Team for helping us out with this complaint.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Matej

Casino.Guru