HomeComplaintsTalismania Casino - Player’s account verification is delayed.

Talismania Casino - Player’s account verification is delayed.

Amount: €2,350

Talismania Casino
Safety Index:High
Submitted: 22 Nov 2024
Case opened Current status

Waiting for player to reply

1d 7h 3m 9s

Case summary

6 days ago

The player from Finland is facing challenges with account verification as the casino repeatedly rejects their bank statement submitted in PDF form, claiming it has been edited. The player asserts that the document is original and is directly obtained from the bank.

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1 month ago
Translation

I have been trying to verify my account.

They have requested a bank statement from 10.10.2024 to 10.11.2024.

I have sent this PDF document to them twice.

It has not been accepted even though the PDF is in its original form.

In the chat, when I asked about this, they told me the file was edited and not in its original form.

The transaction history I've received directly from the bank, so the PDF is in its original form.

Automatic translation:
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1 month ago

Hello tinppa,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Talismania Casino. Please allow me to ask you a few more question before we would move forward.

  • Could you please advise since when exactly is the verification process ongoing?
  • Which documents have been already approved and which ones not?
  • When was the last time you spoke to the casino and what was it about?


Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

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1 month ago
Translation

The first withdrawal was made on 31 October 2024, which was cancelled.

I have tried to confirm my account from 1/11/2024.

All other documents are accepted except the bank statement.

They claim that the bank statement is not in the original form, even though it was received directly from the bank.


I last spoke with them on 22.11.2024 in chat.

I asked why the document I sent has not been accepted.

The document has not been changed in any way and is in the original pdf format.

Automatic translation:
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3 weeks ago

Hello tinppa,

Would it be possible to forward the communication between you and the casino regarding the verification of your account to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

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2 weeks ago

Dear tinppa,

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.

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1 week ago
Translation

I sent you the documents by email.


I have been talking to the casino from time to time. The matter has not progressed very well. I do not receive a single statement from my own bank for a certain period. I have suggested to the casino that I email them several statements so that I can confirm.

Automatic translation:
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6 days ago

Thank you tinppa for the provided communication.

Did the casino ever specify which part of the document is edited by their opinion.

If it's not an issue, please forward the PDF to my e-mail address as well for further review.

Awaiting your response.

Regards,

Nick

tinppa has 1d 7h 3m 9s to reply

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