Talismania Casino - Player disputes deducted winnings from closed account.

I am filing a complaint against Talismania Casino for misleading bonus terms, unfair deduction of winnings, and failure to resolve my issue despite multiple attempts.

Details of the Issue:

• On September 4, 2024, I deposited 2000 NOK and activated a 50% bonus promotion. The promotional terms clearly stated, "the bonus has no wagering requirements."

• I played according to the terms and reached a total balance of 15,000 NOK. I attempted to withdraw this in increments of 5,000 NOK daily, following the casino’s withdrawal policy.

• On September 12, 2024, my balance was reduced to 2000 NOK, and Talismania added a new bonus of 1000 NOK without my consent.

Shifting Explanations:

1. Initially, Talismania claimed my winnings were subject to a 5x withdrawal cap, which does not apply to deposit bonuses like mine.

2. Later, they claimed the bonus required wagering, contradicting the promotion’s terms.

3. Finally, they stated the bonus was a sticky bonus but admitted it was faulty and released incorrectly to my real balance.

Unresolved Complaints:

• I submitted a formal complaint to Talismania’s official complaint email on October 25, 2024, but I have not received a response, despite their stated 10-day policy.

• Additionally, PAGCOR confirmed in writing that Talismania is not licensed under their jurisdiction, making their licensing claims false and misleading.

Disputed Amount:

I am disputing 13,000 NOK, which represents the deducted amount from my balance.

Resolution Sought:

I request Casino Guru’s assistance to:

1. Ensure Talismania honors their promotional terms and returns the 13,000 NOK deducted.

2. Hold Talismania accountable for misleading promotions and failure to handle complaints properly.

Thank you for your assistance!

all my evidence is in pdf and too big to add here, i am happy to send it on email if possible

Dear JKelvinN,

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.

Could you specify the bonus you used and share the bonus terms mentioning no wagering requirements?

Did you play casino games or place sports bets?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, 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.

Best regards,

Dominika

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.

I have sendt you an email of what you asked for. Also the bonus was a slot bonus

Dear JKelvinN, did you fulfill any wagering requirements for the deposit associated with your bonus?

Did you receive the weekly reload bonus through the shop's bonus coins exchange, or in the bonus crab, or was it offered via email?

The bonus was a no wagering bonus as per the promotion i recived, and i recived the bonus in a promotion on wmail

Dear JKelvinN, some casinos require deposit wagering of 1x, and some 3x, but you can find casinos with even higher wagering requirements for deposited money.

Could you forward me the full email containing the bonus offer? My email address is dominika.l@casino.guru.

Dear JKelvinN,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of JKelvinN. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I have sent you the promotion ypu asked for as a pdf on email

Thank you very much, JKelvinN, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello JKelvinN,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Talismania Casino representative to join this conversation and participate in resolving this complaint.

Dear Talismania Casino,

Could you comment on this?

Thank you in advance for providing the information.

Dear JKelvinN,

We would like to kindly inform you that the sticky bonus received doesn't have wager requirements due to the fact that is sticky and works with the following way:

- Bonus money

If a bet is made with bonus money, the winning amount will be added to the bonus balance (the difference between the initial and current bonus amounts). The remaining part of the winning amount (if any) will go to the real balance.

The functionality is mentioned in our Terms and Conditions.

We would also like to kindly confirm you that the full amount of bonus was transferred to real balance right after your first bet.

If you have any additional questions don't hesitate to contact us.

Kind Regards,

Talismania Casino Team

Dear Talismania Casino Team,

Thank you for your response. However, I must point out that this explanation has already been given previously, and it still fails to address the core issue. Here are my key concerns:

1. Inconsistency with Account Balance:

You claim that the full bonus amount was transferred to my real balance after my first bet. However, this is incorrect. My balance was deducted to my initial deposit of 2000 NOK, not transferred as you describe. If the full bonus amount had truly moved to my real balance, I would have been able to withdraw the remaining 14,000 NOKminus the sticky bonus amount.

2. Sticky Bonus Functionality:

According to your description, a sticky bonus should allow withdrawals of winnings exceeding the bonus amount. In this case, the bonus was 1000 NOK, and my total balance reached 15,000 NOK. After deducting the 1000 NOK, the remaining 14,000 NOKshould have been withdrawable. Instead, my balance was reduced to 2000 NOK, which directly contradicts your own explanation of how a sticky bonus should function.

3. No Player Control Over Faulty Bonus:

You previously admitted that the bonus was "faulty." There is no indication in the promotional terms that the bonus was sticky, and I had no way of knowing or correcting any malfunction. This deduction was clearly caused by a system error, not by my actions.

4. Failure to Follow Promotional Terms:

The promotional terms explicitly state that the "bonus has no wagering requirements." Even if it were a sticky bonus, this does not justify deducting my balance in a way that is inconsistent with both the terms and standard sticky bonus practices.

Request for Clarification:

• Why was my balance reduced to 2000 NOKif the full amount had supposedly been transferred to my real balance?

• Why was the 14,000 NOKdifference not available for withdrawal as expected in a sticky bonus?

I kindly request that you review this case thoroughly and provide a detailed explanation of why the sticky bonus did not behave according to your own description.

Thank you for your time and consideration.

Best regards,

JKelvinN

Hello JKelvinN,

Thank you for your response and the information provided.

Dear Talismania Casino,

Could you comment on the Player's response?

I'll be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello JKelvinN,

I have contacted the casino representative outside of the complaint thread and they will respond as soon as possible. I will extend the timer by an additional three days.

Your patience is much appreciated.

Dear JKlevinN,

Kindly be informed that due to the fact that the issue was on our side , we had re credited your winnings.

In this case, the bonus was 1000 NOK, and your total balance reached 15,000 NOK.

After deducting the 1000 NOK for the bonus , the remaining 14,000 NOK should have been withdraw able.

You had already withdrawal 2000 NOK so we had added 12 000 NOK back to your gaming account.

We hope this resolve the issue for you.

Best Regards

Talismania Team

Dear Talismania Casino,

Thank you for your response and the information provided.

Hello JKelvinN,

Could you confirm this information? Could you let me know once you withdraw the amount of 12000 NOK?

I'll be awaiting your reply.

Thank you for finally reaching this conclusion. Although this has been a long and frustrating process, I am satisfied with the outcome.

Since Talismania has a 5000 NOK daily withdrawal limit, which I personally find unnecessary considering how long this case has been going on, I will provide an update once the full 12,000 NOK has been successfully withdrawn.

Best regards,

JKelvinN

Dear JKelvinN,

We are happy to confirm that your winnings were added.

And your withdrawal request of your winnings has been processed, and the money has been sent from our side.

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.

I confirm that I have now successfully withdrawn the 12,000 NOK that was unfairly deducted from my balance. While I appreciate that the issue was ultimately resolved, I must emphasize that this process was unnecessarily long and frustrating.

Talismania has a stated 10-day response time for complaints, yet I first submitted my complaint on October 25, 2024, and to this day (January 31, 2025), I have never received a single response to my complaint emails. This means they have exceeded their own response time by over 90 days. Throughout this period, I have sent numerous reminders and even submitted new complaints to their official email addresses, yet they have completely ignored every attempt at contact.

Due to this experience, I have no interest in continuing with Talismania Casino. I now formally request a permanent self-exclusion from their platform and do not wish to receive any further contact. I am making this request here publicly because, as previously mentioned, Talismania does not respond to emails as a professional casino should.

While I consider this complaint resolved in terms of my withdrawal, I request that this case not be marked as resolved until my self-exclusion has been confirmed by Talismania. Additionally, I strongly advise other players to be aware of Talismania’s extremely poor complaint-handling process before playing here.

Hello JKelvinN,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello JKelvinN,

Thank you for confirming receipt of the funds.

Dear Talismania Casino,

Could you comment on the situation?

I'll be awaiting your reply.

Dear JKelvinN,

We would like to kindly confirm that, as per your request, your account has been closed, you will no longer be able to log in.

We thank you for your time spent playing with us.

Kind Regards,

Talismania Casino Team

Hello JKelvinN,

Could you confirm that your account was permanently closed so we can proceed to close the complaint as resolved?

I'll be awaiting your reply.

Dear JKelvinN,

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.

I confirm that my account has now been permanently closed as requested.

While I am glad this case is finally resolved, I still want to highlight Talismania’s extremely slow complaint-handling process. Their failure to respond to complaint emails for over 90 days was completely unacceptable and is something players should be aware of before choosing to play here.

Thank you to the Casino Guru team for assisting with this case. I now consider this complaint fully resolved and hope that Talismania learns from these issues and improves their handling of player disputes in the future.

Dear JKelvinN,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We 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. 

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, 

Stefan, Casino.Guru