The player from Chile had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The casino had canceled the withdrawal because the player did not complete the request within the allocated time, a security feature requiring the withdrawal tab to be closed promptly. The player disputed this, stating that the money was not refunded to his account. After investigation, the casino clarified that the funds had been used for gameplay after the cancellation. The player confirmed this explanation, and the complaint was then marked as resolved by us.
Talismania Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: ??
Talismania Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
Hello
I was playing on the talismania.com platform, and after making a profit, I requested a withdrawal to my bank account. The withdrawal was canceled because, according to them, I never entered my account details. The problem is that they never asked for them, and I asked several times where I could check if they were entered, but no operator knew. To this day, they haven't returned the money so I can request a withdrawal again. I've spoken with many operators, and they all tell me that the withdrawal request was indeed canceled, but they don't know why the money hasn't been credited back to my account. Every day they reply, "We've submitted a request to the relevant department. They will contact you by email with a solution no later than tomorrow"... I'm still waiting...
Any recommendations?
Thank you
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3 months 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 months ago
Dear JIFL,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 months ago
Dear JIFL,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 months ago
Translation
Hello, the only response I received from the casino was that they claimed to have refunded my money a few minutes after I requested the withdrawal. I checked my account activity and there's missing information and details about the transactions at the exact time they claim the money was refunded.
They sent me screenshots of the supposed transfer (very suspicious). They're not showing up in my account details. Images attached.
I also have saved conversations with several operators where they tell me that the money hasn't been refunded and that I'll receive a response from the casino. Furthermore, the times they give me don't match what's shown on my account (taking into account the time difference between their time zone and mine).
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2 months ago
Dear JIFL, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please attach a screenshot showing the current status of the withdrawal in your playing account?
- Have you made any successful withdrawals before?
- If you have had any additional communication with the casino, could you please share your correspondence? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
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2 months ago
Dear JIFL,
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.
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2 months ago
Translation
Good night
Thank you so much for your reply.
I answer the questions:
-Attached is a screenshot of the withdrawal request
-I've withdrawn money several times without any problem.
-After I sent them a screenshot of their email response (previous message), I haven't contacted them again.
I've had a very bad experience with the representatives who answer the online chat. They don't have the authority to solve a problem (I understand it's not their fault). They only respond with "we've sent an email to the relevant department." And what bothers me most is that they tell you things they then don't follow through on.
I have screenshots from several days later where THEY tell me that the refund was indeed not processed (image sent in previous message. If you need it, you can ask for it). Then I receive an email saying the opposite and attaching images that have no credibility whatsoever. It's all very strange. Furthermore, according to the images they sent, the refund was at 8:23 AM, and there's no record of it in my account details (third image attached). The last entry is at 4:05 AM.
Another thing that caught my attention is that, "strangely," there's no information in the game log for the exact time they cancelled my withdrawal (the time they provided. First screenshot). I've attached an image showing that there are no records for that time.
I await your response
Thank you so much
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2 months ago
Dear JIFL,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila G.
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2 months ago
Translation
Thank you so much!! For all the help and time you dedicate to each case.
I will be attentive to any comments from you.
Greetings
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2 months ago
Hello JIFL, nice to meet you!
My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.
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 please provide more details as of why this player’s withdrawal request is being cancelled and explain the issues with the personal details not being filled out? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].
Thank you for your patience and cooperation in advance.
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2 months ago
Dear JIFL,
We kindly advice you to submit your requests in a timely matter and close the withdrawal tab after the request is made.
We hope that this clears up the matter for you.
Thank you for your cooperation.
Kind Regards,
Talismania Casino Team
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2 months ago
Dear all,
We would like to inform you that the transaction failed with `Cancelled by the system', it expired, which means the player did not complete the request within allocated time. Players have around 1 minute to request their withdrawal and close the withdrawal tab in the web browser - if they make the request and leave the tab open and go and play slots on other browser tabs the system cancels the request as a security measure.
Dear JIFL,
We kindly advice you to submit your requests in a timely matter and close the withdrawal tab after the request is made.
We hope that this clears up the matter for you.
Thank you for your cooperation.
Kind Regards,
Talismania Casino Team
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2 months ago
Thank you very much for the explanation, Talismania Casino Team, if this is just a security feature, that makes a lot of sense now. Thank you.
Dear JIFL, please try to make a new withdrawal while adhering to the casino's suggestions, and let us know here whether you were successful, or it he issue persist. Thanks.
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2 months ago
Dear Matej,
We would like to kindly inform you that the player does not have a pending withdrawal or an active balance so as to submit a new withdrawal request.
If you have any additional questions, don't hesitate to contact us.
Kind Regards,
Talismania Casino Team
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2 months ago
Translation
Good night
I do indeed have no money in my account to make a withdrawal. This is unrelated to the initial issue I raised. I requested a withdrawal, and it was later canceled, and the money was not returned. All the evidence is in this same conversation; I even uploaded conversations with casino agents where they confirm that the money was not refunded to my account.
Regardless of why the withdrawal was cancelled, I did not receive a refund.
Greetings
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2 months ago
Thank you both for the additional details.
Dear JIFL, please feel free to correct me if I am wrong. If I understand the situation correctly, you have requested a withdrawal, said withdrawal was cancelled by the casino, but the money have not been returned to your player account.
Dear Talismania Casino, with the above statement in mind, can you please check player's last withdrawal request and what has happened with the money that were neither withdrawn, nor returned to the player's balance? Thank you very much.
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1 month ago
Dear all,
We would like to kindly inform you that the withdrawal was cancelled on 03.11, 08:23 and the player played down the funds on Burn in Hell Hold and Win.
Dear JIFL,You can kindly confrm it from your gaming history.
We hope that this clears up the matter for you.
Thank you for your cooperation.
Kind Regards,
Talismania Casino Team
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1 month ago
Dear JIFL,
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.
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1 month ago
Translation
Good night
I was reviewing my game history in detail and I noticed that between 03:23:30 am and 03:23:33 am there was an increase in my balance which was probably due to the money being refunded to my account.
Thank you for everything you did.
I apologize for the confusion and waste of time I caused.
I've attached a photograph.
Thank you so much
Edited by a Casino Guru admin
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear JIFL,
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,
Matej
