Talismania Casino - Player's large winnings were confiscated due to a duplicate account allegation.

Hello, I've been involved in the world of sports betting for years and have consistently been losing and self-expelling through the DGOJ. Recently, I discovered online casinos without a license in Spain. A week ago, my luck changed and I started winning, accumulating a total of 11,359.43 euros. I decided to stop gambling and withdraw my winnings, but they refuse to pay me. I have documented everything with video screenshots of my account balance, the bets that resulted in the highest wins, and they have even blocked my casino account. They claim I have a duplicate account, but I assure you I have never created or used a promotional offer with any other account besides the current one. I hope you can assist me because the amount in question is no joke, and I'm currently in debt...

Dear Yeisin99xtv, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

Could you please advise what types of games you played? Were they slots, live casino games, or did you participate in sports betting only?

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, 

Veronika

- A few weeks ago I created an account in all these casinos to close them and not lose the game again, and as I opened it I closed it after 2 minutes, without entering or enjoying any promotion, simply register and close it immediately.

- did not pass the KYC, why it was not necessary.

- my winnings are clean without any bonus

- only made sports bets, and the majority in liquid markets in competitions such as ATP or WTA master 1000 in Rome

- I have video captures where you can see how I entered the account, the balance, the highest amount bets won

Greetings and thanks.

Could you please explain why you opened an account at the casino and then closed it immediately? Additionally, could you specify the method you used to close your account? Did you request self-exclusion?

Did you create a new account at this casino despite knowing that you already had an account from a few weeks earlier?

Hello, when I discovered these pages I realized in several that I saw to close them immediately and not be tempted, this account that I opened first, I did not deposit any money nor did I take advantage of any promotion, I just opened it and spoke to the chat to tell them that they will close it to me.

- then I opened the other account with which I won all the money, and I did not log in that same day, the next day they sent me an SMS to my cell phone with the link to their page, why did they send me that SMS so that I can play and I already started to play? win and when I made the withdrawals that's when they blocked me.

Greetings and thanks.

Could you please send me the screenshot or the chat transcript with customer support showing how you requested your account to be closed? Have you provided them with a reason why you wish to close your account?

Good morning, I do not have the transcript of the chat with them when I requested the closure of the account, but I do have the message that they sent me when they closed my account at the time saying that it was closed and that they were not responsible for making me another account, and I made the other account where I earned all the money, if they don't take responsibility for the bad, they should take responsibility for the good...

The reason for the closure was due to addiction.

Could you please forward me the email you received from the casino? My email address is veronika.l@casino.guru. Thank you.

Hello, I have already forwarded the email to you.

Thank you for your email. So if I understood this correctly, your first account in Talismania Casino was closed almost immediately after you requested to be self-excluded.

Has your first account been verified?

Could you please specify what credentials you used in both accounts? I assume that you used two different email addresses. However, what about other identity information you must enter when registering in the casino?

Did you submit the same first name, last name, date of birth, country, phone number, city, address, and postcode in both accounts?

Good afternoon, thank you for the response, in the first account I put my real name, address and date of birth and I closed it at the same time I registered.

And in my second account where I earned all the money I put my real information by changing the phone number to another one I have and the email I put another one I have.

And in neither account have they asked me for verification.

Thanks greetings.

So you changed only your phone number and email address, but the rest of the information was correct?

Could you please advise how much money you deposited into your second account?

Hello, correct, just change. The number and email.

I did not deposit any money in the first account, I insist that as I opened it I closed it.

And in the second one where I won the money, first I made a deposit of €30 and lost and then I made another deposit of €100 and from there I won.

Dear Yeisin99xtv,

I regret to inform you that we don't have good news regarding your case.

Since your first account was closed by the casino for responsible gambling reasons, you should not have been allowed to register again and play. You mentioned that you used the same personal information for your second registration, only changing your email and phone number. The registration form should not have worked if your name, address, and date of birth were the same for both accounts, including the one that was self-excluded.

From our perspective, the casino should not have allowed you to register a second time, deposit money, and play. You should not have been able to win or lose. As a result, we are unable to assist you in retrieving your winnings. However, we can request that the casino refund the deposits you made to your second account, which should not have been opened in the first place.

May we proceed with your case by requesting only the refund of your deposits?

Like this, if they shouldn't have let me play, why did they let me play? They themselves told me in the email that they wouldn't be responsible if I made another account, meaning that if I lost money nothing would have happened, but if I won it wouldn't happen. Are they responsible for paying my money? That I have earned by suffering and asking for loans along the way so that in the end these thieves keep everything and I alone with the misfortunes...

Thank you very much, Yeisin99xtv, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Good morning, thank you for the response and thank you for continuing to fight for the case, I would like to let you know that if we win the case I would be more than happy to give you a percentage of the €11,229.43 that you have to pay me, initially it was €11,359.43 but a few days ago €130 was deposited into my bank account, which was the money I deposited in this casino.

Thank you very much and greetings.

Dear Yeisin99xtv,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Good morning, thank you for your attention, I hope to receive good news, greetings

Good morning, I saw that the page is now called talismania4

Dear Jozef and Veronika,

As you are aware the customer created a duplicate account, which is a direct breach of our terms and conditions, specifically 3.2. Additionally, the customer used different credentials to bypass our registration blockage.

We would like to remind you that the customer’s initial account was closed at their request, and we had clearly stated that we are not liable for any direct or indirect damage if the customer managed to open a new account.

Despite this, the customer created a duplicate account. However, to provide a good customer experience, we have refunded the 130 EUR deposits made by the customer.

Therefore, we consider the complaint resolved from our side.

Thank you for your understanding.

Best regards,

Customer Service

Yes, but if they are not responsible for the damages directly or indirectly, they should never have let me deposit money in your casino, but they did let me, then if they are not responsible for the bad thing, which would mean that I had lost money.

They should be responsible for paying for having generated that money by allowing me to do what you do...

What would have happened if I had lost money, nothing, they would have let me continue losing money, I demand that they pay me all the money I generated all the time they let me play.

Where is the protection for the player?

Dear Yeisin99xtv,

I'm sorry, but I have bad news. I must clarify that the casino is unable to legally pay out winnings to a player who has been previously excluded due to a gambling problem. Since your initial account was closed due to a gambling issue, you should neither lose nor win at the casino if you were to create a new account using a different email address and phone number, but the rest of the information were the same. However, if there are other signs of bypassing, I do believe deposit refund is just a gesture of good will. Are 130 EUR your total deposits at this casino?

Who says it's a problem with the game, I closed it so I wouldn't have an active account, it was €130

Dear Yeisin99xtv,

Based on conversations and some screenshots, it appeared that the reason for closing your initial account was related to gambling issues. Could you please elaborate on why you closed your original account? What prompted you to open a new one?

Let's see, I have not falsified anyone's identity, the first account could have been opened by my brother as well as my cousin or my girlfriend, that is no reason for them not to pay, at no time when I deposited money did they ask me to verify the identity, If they take all of this so seriously, then they should always ask for identity verification, or at the time of registration ask for the document number, but since they don't do it or they are not interested, these things can happen, I only see that there is a legal vacuum there that harms the player and no one does anything to solve that, just tell me Jozef if you don't see the viability on his part of recovering all my money generated, or do I have to do it through court... And on the other hand, in this casino I have played without using a VPN or anything, I'm from Spain.

Dear Talismania Casino team,

May I kindly request evidence to support your claims? You can forward them to the email address jozef.k@casino.guru.

Dear Jozef,

We sent you an email with the evidences.

Looking forward to hearing from you.

Best Regards,

Customer Service

Hello Jozef, can you send me by email the evidence that they have sent you, since they have not sent me evidence of anything.

Greetings and thanks for what you do.

Dear Yeisin99xtv,

I confirm receiving relevant evidence proving the casino's claims.  It appears that your previous account with them was closed due to a gambling issue. Regrettably, the casino is unable to provide winnings to a player who has self-excluded themselves because of a gambling problem. While it is concerning that they allowed you to register with the same details, except for the phone number and email which can typically be changed, it is not enough to argue that you should receive your winnings. I regret to inform you that I have no choice but to close your case as rejected.

Kind regards, Jozef