The player from Germany faced a delay in processing his withdrawal, which lasted nearly two weeks, despite the casino's stated timeframe of three business days. He expressed frustration over unhelpful live chat interactions and emails regarding his gaming currency, which complicated his withdrawal request. The Complaints Team attempted to gather necessary information from him, extending the response time by an additional seven days. However, due to a lack of response from the player, the complaint was ultimately rejected.
Talismania Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €5,500
Talismania Casino
Safety Index:HighCase summary
Discussion
Public
Public
10 months ago
Translation
Before I have to wait several months and risk further losses of my balance through active gambling, I would like to speed up the process with this complaint, as it has obviously led to some such complaints.
Since I can conclude from other similar complaints that contacting support via email is a waste of time, I will refrain from doing so.
The support in the casino's live chat simply informed me that there are currently a lot of withdrawal requests, which I wouldn't be surprised about given this memorable cash out system, that there is a shortage of staff in the finance department and that there may be delays and how sorry they are, that they regret it and can completely understand it, sometimes the chat is simply ended by customer support while I'm typing.
During the entire withdrawal process, which has now lasted almost two weeks, I receive emails from the casino informing me of my high coin account (currency that you get through active gaming) and using these leads to the withdrawal request being aborted. What is one to think?
However, to get back to the point, I would like the casino to stick to the 3 business days you specified for processing withdrawal requests and process my withdrawal, especially since the workload has now been halved.
Automatic translation:
Public
Public
10 months ago
Dear pknn1807,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
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.
Best regards,
Kristina
Public
Public
10 months ago
Translation
Thank you for accepting my case.
I have already made two successful withdrawals.
Application submitted on 14.02, payment received on 18.02, and
Application submitted on February 19th, payment received on February 23rd.
Open applications from February 20th, 21st and 23rd
I haven't had to do any KYC verification yet.
According to the casino, no KYC verification is necessary.
My winnings were without an active bonus. It's all real money.
Best regards
Automatic translation:
Public
Public
10 months ago
Thank you for your reply, pknn1807. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?
Public
Public
10 months ago
Translation
I received my last successful payout on February 23rd.
Processing time for these was 4 days (19.02-23.02)
Via bank transfer.
I have also chosen the same method for my current withdrawals. Via bank transfer.
I don't use any other method.
Automatic translation:
Public
Public
10 months ago
Translation
Is there anything else coming?
The withdrawal requests have still not been processed.
Automatic translation:
Public
Public
10 months ago
Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.
