The player from Germany complained about Talismania Casino, where he had won €44,000 but faced significant delays in withdrawal, limited to €1,000 per day. After losing control of his gambling, he had requested self-exclusion, which was ignored, and later discovered that Talismania operated illegally in Germany. Subsequently, his account was locked following his concerns, and he demanded a full refund of his deposits. The issue was rejected due to the player's lack of response to inquiries, which prevented further investigation.
Talismania Casino - Player complains about the unfair practices of the casino unlicensed in Germany.
Amount: €34,396
Talismania Casino
Safety Index:HighSafety Index
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8.3
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
Subject: Complaint Regarding Unfair Practices and Illegal Behavior at Talismania/Casino Guru
Dear Sir or Madam,
I am reaching out to file a serious complaint about my experience with Talismania, a provider advertised on Casino Guru.
I won an amount of €44,000.00 on the platform. However, there was no way to process the withdrawal in a reasonable time frame – the payout was limited to €1,000.00 per day, unnecessarily prolonging the withdrawal of my winnings. This led to significant frustration and ultimately resulted in me losing all my winnings.
Afterwards, I attempted several deposits to try and regain my losses – all to no avail. When I realized I was losing control over my gambling behavior, I requested self-exclusion. But this request was either ignored, or I was offered bonuses to encourage me to keep playing. I find this behavior extremely unprofessional and irresponsible.
Eventually, after depositing and losing €5,000 in a single day, I became suspicious and inquired about the provider's license. It turned out that Talismania does not have a license to operate in Germany, and there is no legal notice on the website. This is a clear violation of German law. Gambling providers without a valid license in Germany are illegal.
When I raised my concerns, my account was subsequently locked.
In light of these circumstances, I demand a full refund of my deposits, as I was never informed that the provider operates illegally in Germany. Additionally, I feel severely disadvantaged by the delay in the payout of my winnings and the ignored self-exclusion requests.
I expect a prompt resolution and refund of my deposits. Otherwise, I will be compelled to take legal action and inform the relevant authorities, such as gambling regulatory bodies and consumer protection agencies.
Automatic translation:
Public
Public
4 months ago
Dear Mo.Justice,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Could you please forward me the self-exclusion requests you sent to the casino, along with the casino's responses? My email address is veronika.f@casino.guru.
I understand how frustrating it must be to wait such a long time for your withdrawal, especially when larger amounts are involved. Please note that the casino’s withdrawal limits are clearly stated in their Terms and Conditions. Unfortunately, we are unable to persuade the casino to expedite the process. If you find it challenging to resist reversing your withdrawal and continuing to play, there are options to help manage this. You may consider requesting a cooling-off period or self-exclusion directly from the casino. Additionally, there are external apps available that can block access to your account until the withdrawal is completed.
Regarding the issue of the casino not being licensed in Germany, please understand that we at Casino Guru do not handle complaints related to licensing regulations or policies. While we acknowledge your concerns, we serve as an independent mediator for resolving disputes and have no authority to enforce the legality of specific casino rules.
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
