Talismania Casino - Pelaajan itsensä sulkeminen epäonnistui.

On 23 August 2024 i made a request for permanent self exclusion(for reasons of addiction, as i explained to the support team) that was succesfully fulfilled from support team of Talismania.On 08 February 2025, after receiving advertising mails and bonus offers mails from Talismania, i noted that i could have access to my account(the same account,did not make another account).I made deposits, unfortunatelly for me, loosing more or less 2000-2500Euros.Isn't it a violation of term of self exclusion all these?

I also try to communicate with the support team for at least 1week,explaining the facts and re-asking for self exclusion, receining, still, no answer.

What can i do?Could you help me?

Dear Christos_min,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are facing with Talismania. To better understand your situation and assist you effectively, could you please clarify the following:

• Could you please forward me the entire emails between you and the casino regarding the self-exclusion of your account from 23 August 2024 (not just screenshots)? My email address is veronika.f@casino.guru.
• On 8 February 2025, could you log into your account without reactivation, or did you have to contact customer support to reopen your account?
• When was the last time the casino communicated with you?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

On 8 February 2025 i could get access to my Talismania account directly and instantly, without being asked for any reactivation.

The last time the support team communicated with me was on 11 March 2025 due to a withdrawal issue.

Still receiving bonus offers mails.

Thank you very much, Christos_min, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello Christos_min, nice to meet you!

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.

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 self-exclusion 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 Christos_min,

We would like to kindly extend our sincere apologies for your account reopening.

We would like also to confirm that your account has been permanently closed without the possibility of reopening.

We wish you all the best for your future activities.

Kind Regards,

Talismania Casino Team

So if there was a mistake by Talismania isn't it fair to get my money back?I mean the money i lost after re-accessing my account?

Dear Talismania Casino Team, thank you very much for closing the account. Could you please have a look at the player's cashier history and let us know if you would consider a refund of the deposits (minus any winnings and withdrawals) that were made during the time of the reopening?

Dear Christos_min,

We would like to bring this to your attention that after your account was reopened by a technical glitch. You had deposited : 3,370 EUR and have withdraw : 1,415 EUR after reopening. Therefore, refundable amount = 1,955 EUR. 

We have requested you to share your bank details via email, so we can proceed with your refund request.

We are waiting for your update.

Best regards,

Talismania team.

Dear Christos_min, please let us know once you share the bank details with the casino via e-mail, and whether the amount mentioned is correct, so I can adjust the disputed amount accordingly.

The numbers are all precise.I shared the bank details with the casino via e-mail today.I'm waiting for their actions.

I'm sorry.Still waiting...

On April 25 i received a settlement offer from Talismania casino, in which i was asked to provide bank details in order to get a payment.On May 5 i got a new mail informing me that the payment was rejected by Inpay.I was asked to provide e-wallet or crypto-wallet details, which i did.Since then i communicate with support team,asking them if everything's ok, but i do not receive any helpful messages, just standard mails(i could forward them if you wish).What can i do?

Dear Christos_min, can you please confirm the settled sum, so I can adjust the disputed amount within this complaint - if needed - accordingly?

Dear Talismania team, could you please shed some light on the payment detail issues and advise what can be done to speed up the payment processing, so we can close this complaint sooner rather than later? Thank you :)

I confirm the sum

Dear Christos_min,

We are still waiting for your to share your payment details so we can proceed with your refund request.

As we had informed you earlier that your payment has been rejected by Inpay. 

Therefore, to help help you to proceed your refund of your funds we kindly ask you to re-provide your following E-wallet details, such as Skrill or Crypto wallet : BTC LTC DOGE ETH USDC (ERC20).

You can share the details to the email we had sent so we can proceed with your refund request.

Still waiting for your payment details.

Kind regards,

Talismania team.

Thank you for the confirmation, Christos_min. Please, let us know once you confirm your bank details with the casino, then once you receive the refund. :)

Dear Talismania.I have sent my payment details at least 3-4 times since 08/05.I also have asked your support if everything's ok, without recieving any answer.I re-sent them yesterday.

Dear Talismania team, can you confirm receiving the banking details or at least pinpoint the reason for the issues?

Payment done

Hello Christos_min,

We are happy to confirm that your manual withdrawal has been processed, and the money has been sent from our side 15th May, 2025.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

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

Best regards,

Talismania team.

Thank you for the update, Talismania team! :)

Dear Christos_min, could you please let us know once you receive the money, so we can close this complaint as resolved? Thank you.

Money recieved.

Dear Christos_min,

I am very happy to hear that your issue has been resolved, and would like to thank Talismania Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I 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.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, 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,

Matej

Casino.Guru