Talismania Casino - Player’s account verification is delayed.

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.

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

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.

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

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.

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.

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

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.

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.