Talismania Casino - general discussion (page 2)

It is really unfortunate, then. But what about blocking them? Is it somehow possible?

I really am not sure, though.🤔

I can't say if there's any setting you can set for those in email or how you could prevent them. At least I haven't found one.

Even though you can get off the list of those casinos by clicking away from the email itself, there's nothing stopping those casinos from starting spamming again. They can set it up in their settings to send messages again.

Well, if they continue to do that, you need to create a new email address to get rid of them and never give that address to any casino.

Yeah, I understand. It really must be nerve-wracking.

I have already removed myself from the mailing list of all these casinos, but they add my email address back there and continue to spam.

No wonder you are frustrated then.

€900 withdrawal and it takes fucking over 7 days... Talismania has sister casinos or Talismania is a sister casino to another casino I have withdrawn money from and it came within 24 hours. Why the hell does this casino take so long??

Secondly, I still live with my parents, so I can't prove my address is correct because there are no bills in my name, except for the gym membership, and for some reason that doesn't work either. RIDICULOUS SHIT

Hello,

The way I see it, if your address has not yet been verified and also if the casino aims to verify it, you won't get the money until you pass this point. Some casinos don't care much or verify you only after a certain threshold is hit, but some casinos really require a full-scale verification, which includes address verification. Those details should be stated in the casino's terms, for example.

Thus, I'm not sure whether the problem should be called unfinished verification rather than delay. Feel free to help me with details if you don't mind.

How did you verify your address in the other casinos? It should be worth a try in this one.

I made several successful withdrawals from the casino.

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 returned the money so I could 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 refunded 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... I have all the evidence saved.

That's not a small amount of money...

Any recommendations?

Thank you

Greetings

Good day to you; this must be so difficult to face, but I'm glad you found us.

May I start with a few questions, please?

The most important question is how long you've had this problem.

This sounds like a technical issue that the casino should really address. However, this may take some time, which is why I am asking.

Second, may I ask when the casino last updated you?

Hello Radka

Thank you so much for your reply.

I requested a withdrawal on November 3rd, and it was canceled that same day. I still haven't received a refund. It might be a technical issue, but it's been over a week.

Answering the second question, I contact them every day through the live chat on their website. Every day I receive the same response: "We have submitted a request to the relevant department. They will contact you by email with a solution no later than tomorrow"... I haven't been able to get in touch with anyone from the "relevant department."

I have no choice but to wait until I get my money back someday.

I have the conversations and screenshots saved. I've attached some.

Greetings

Hello,

my apologies for the delayed response; I felt sick. I'd like to thank you for answering those questions. I still hope the relevant department is working on it but have nothing new to share, which, however, feels odd, because at least some contact is better than nothing, at least for me.

I believe you are correct when you say we must be patient; hopefully, it will not take longer than necessary. You see, I was hoping that the issue could be resolved before the complaint handler addressed it. Well, there's still time.

Hold on. 🙏

So I made a deposit of 1000 EUR in early January and played it around one time on odds over 1,5 and won 900 EUR, so total balance at this point 1900 EUR, to satisfy the terms of their weekly reload bonus for sports. I then got the bonus and when I was about halfway done the bonus got removed and they said it was because I have to verify my account. At that time after the removal of the bonus money I had a little more than 4000 EUR in my balance. I then uploaded my documents and they said that they would contact me by email if they needed any more documents. After two weeks and no emails, I logged back into the account to see that they had for some reason declined two of the documents, but would not say why on live chat. I beleive that the first one was a selfie of myself with my ID and the casino in the background and the second was a bank statement showing all transactions in January including the deposit to the casino. After another two weeks and some questions to the live chat about the time horizon of the process where each time they told me everything was okey and my balance was safe in the account, I got this email

"Dear Natalie,

We would like to inform you that your account did not pass the verification procedure on our Project and has now been closed without the right to reopen as per Terms and Conditions 9.1.

Balance has been deducted as per Terms and Conditions 9.4.

If you have any additional questions, please do not hesitate to contact us via email support@talismania.com or via Live Chat.

Best Wishes,

Talismania.com Financial Department".

So after a month of sending them all the documents they asked for and re-uploading the ones that got declined they closed my account and confiscated all of my winnings. I then went to read the terms that was sited in the email and I havent broken any of them so I do not understand why they would confiscate all of my winnings.

Hello, thank you for such a complex description. Could you also elaborate on the specific rules that the casino claimed to have violated? In my view, the casino deemed the account verification unsuccessful for some reason. Any clues why that happened, please?

Well the terms they claim that I have violated are attached under. I do not understand what they have to do with anything since have only played by myself and with my own money so I do not understand which of these terms that was violated. They do not cite the specifics of the terms within 9.1 that was violated. The email itself does not spesificly say that I ever violated the terms of 9.1 but I do think it is implied. They say I didnt pass the verification and then cite that the account is closed as per the terms of 9.1, so it is impossible to understand what I did wrong if anything at all. I sent them all of the documents that they asked for. The only thing I can think about is that for like a couple of weeks I had like a notification in the verification section and when I clicked it it said that I had yo upload documents but there were no option to do so, so I contacted them but email asking about the situation, but they replied that everything was okay and that I did not have to do anything more. I do not know if there was a glitch on the website and I really had to upload more documents, but I do not know what the problem is.

Oh, I see. The term "number 9.1." is a general term. I agree it makes no sense to focus on that. The other thing you mentioned about the account verification, however, caught my attention.

This may sound silly, but have you ever provided the casino with any documents? If the pop-up you mentioned triggered something in the casino system and the KYC was not completed in time, it may explain why the casino "believes" you did not pass the verification. Do you know what I mean?

Usually, when the KYC is triggered, it requires direct cooperation on both sides, and the negative result is based on concrete issues with the documents or the final investigation result.

What do you think about that?

It is the only thing I can think about, but it is wired if that is the case since I spesifficly asked them about it both per email and live chat multiple times and every single time they told me that everything was fine and I had to wait for the verification team to check my documents. I sent them pictures of front and back of my drivers license, credit card, bank statement as proof of address as well as for payment historic and a picture of myself holding my ID with the casino on the background on a laptop. I do not what else they would have needed. The documents they asked for twice was the payment historic and the selfie of myself holding the ID with the casino in the background. All of the other documents was approved first time. The payment historic is just the bank statement and the other is just a selfie that is kind of hard to take since it is hard to get everything in frame as well as having the document details be clear. So I do not understand which part I failed in this process. The whole situation is wired to me. Since my bonus got removed all of my winnings is won with my initial deposit and it is a large amount of money for me so I am quiet concerned at the moment.

Hm, I understand. It must be frustrating to try to figure out what's wrong with the documents without knowing that from the official casino source. No wonder it all feels so weird and you are concerned.

If that helps you feel better, please submit a complaint request and fully explain the situation. In some cases, this step helped a few players resolve things. The other benefit is getting a mediator who will follow the progress with you. It could help. What do you think?

A few details are here 👈