Talismania Casino - Player’s winnings are delayed due to additional verification requests.

The problem is that the casino keeps promising to process my pending withdrawals, but now it's been almost two weeks since I initiated them. The casino just keeps requesting more documents, even though I have already submitted all the necessary information and my account is verified. The strange thing is that I have withdrawn money from this casino before, and back then they also asked for documents. The only good part was that the withdrawal process was completed in a couple of days. However, with these new withdrawals, nothing seems to be progressing at all. The live chat insists they are doing their best, but they can't get any concrete information from the payment department because they're different teams. I've also sent emails inquiring about the situation, but I haven't received any responses from the payment team. This casino is truly unpleasant with its live chat where I've tried to resolve issues concerning my winnings. We play at casinos for the winnings, and casinos should prioritize satisfied customers. A casino doesn't operate without customers, but it's outrageous that they are eager to take our money but delay paying out winnings as long as possible. The casino seems to be hoping that the withdrawals will be abandoned. It would be really nice if someone here could look into this issue. Thank you.

Dear kailikaljund7,

Thank you very much for submitting this complaint. I am sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please specify which additional documents has the casino requested from you? Have you provided these documents on time and in the correct format?

Did you accumulate your most recent winnings with or without a bonus?

What types of games did you play? Were they slots, live casino games, or did you make bets on sports?

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

Yes, I now understand that if I send confirmation documents that it should take 1-3 working days and that would be fine in my opinion, but if it takes 2 weeks or more then it is a bit unrealistic, it is also quite wonderful that live chat I don't get any information from the payment department for two weeks straight, they have asked me every day if I have sent all the documents, they can see the processing stage of my withdrawal from the account, well the same as what I see myself. But you can't get information from the payment department, they can only send messages there and that's apparently all the help you can get from them. So I've written a live chat every day for two weeks straight and asked about the winnings, but I don't think that now anyone knows at what stage it has been processed. They do it on purpose because the account also has the option to cancel these withdrawals, I'm pretty sure that they hope to cancel the winnings and start playing with them. For example, bonuses on the account cannot be used if there is an incomplete withdrawal. If you cancel the withdrawal, you can use the bonus....... Yes, I have immediately sent them all the documents they requested. So the documents were sent to the section of my own account, and then separately via email. All accepted. Then they also asked for a selfie with the person's card, the special thing again is that the photos had to be two different models, one where the passport is held on the left side of the face, the other where the passport is held on the right side of the face, strange but okay, similar photos were also put there at the same time. Now there should be at least several different photos from the identity card, address from the certificate, selfie, proof of deposit from the bank. And the casino account also says that your account has been confirmed. I decide that the situation is perfectly fine, otherwise it would be expected there. At some point, the live chat gave the same information that all documents must be sent via a computer browser and cannot be sent from a mobile application. What kind of rule is this? I still can't understand it, but it was also sent via email and it's fine for me. So the last winnings have been won from playing with real money, not a bonus. of the money. And I've only played slot games, so I don't really play other games. And what's even more special, a few months earlier I have already withdrawn winnings from Talismania Casino, it took 2-3 days and the winnings were paid into the account. Now accepting those new victories is somehow so difficult that I just don't understand. I don't know what the difference is in those withdrawals, so the amount of withdrawals is pretty much the same as at the moment. But yes, today again, Friday, there is still no money anywhere, now the weekend is coming, then there is no one working there and this is how these profits are there. So it's a ridiculous action if I manage to get the money I won out of there now, so I promise that my games will not continue there at the Casino. My opinion is that if things don't work as they should, the doors are closed and that's it. So we play at the casino because of the winnings, that's why people also deposit money in the casino if they knew in advance that the winnings will not be paid, then you probably wouldn't see many players at the casino. That's what we hope for the best. It's good that there is a place like that where you can ask for help if needed.

So today I asked again about my winnings from the client service, I tried to get some information, but then it turned out that.... They just said that my case is being processed, if nothing else, the continuation of the evening and threw me out of the conversation. It was so special that it was completely pointless to use it in the casino, the live chat doesn't give you any information or answers, after all, if you ask too many questions, you'll be kicked out of the conversation and that's it. That what conclusions should be drawn from this

So today it became clear that casino Talisman does not accept documents sent via e-mail. It accepts documents sent via the browser, but the problem is that you can't send them yourself in advance, you can only send them when the relevant department requests them from you, which is really completely **** up. The third week goes by with the documents, only now they ask for proof of address, which of course I did right away. By the way, I have already sent it separately via e-mail, but apparently the documents sent in the e-mail are somehow insecure, I don't really understand why that e-mail is an option. And so they just move the payment of profits forward all the time, ridiculous really.

Withdrawal request has been submitted...

So it's really quite speechless, you get similar instructions to upload documents, but no information on what documents are needed, and therefore there is no possibility to even send them, they just ask for it, but the sending option is completely missing, what the hell.

Live chat gave the same information right after that, no crazy confusion there

That is the most difficult confirmation of your account in my life.

Please be reminded that I have made a successful withdrawal request of 410 euros at the casino in question on 20.05.2024

So today I can't access the account at all, is this really possible, so I haven't done anything wrong and the end result is the same, there's not even any explanation for it

Thank you very much, kailikaljund7, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear kailikaljund7,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Talismania Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Talismania Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal and verification? Additionally, it would be helpful to clarify why the account is currently inaccessible and outline the steps the player should follow to proceed with the withdrawal of her funds.

Thank you for your attention to this matter. I look forward to your prompt response.

Best Regards,

Kubo

That already and now after 3 weeks they locked my account and canceled my winnings. And the reason is that my ex-husband also has an account at that casino and was not even asked or given the opportunity to explain. Account closed immediately. In my opinion, I haven't done anything wrong, that if both husband and wife in the family have opened an account for you, then the deposits must be made from their own bank account and they can already check that despite the rules, your account is a personal account and not the same account Classify as duplicates from my point of view. So I can't stop anyone from opening a casino account, even if it's my spouse. Why didn't you let me choose which account to close or why didn't you lock both accounts. I had winnings pending, so of course it would be more reasonable to delete my account immediately. You could at least have enough time to inform the owner of the other account about the situation as well and not let him deposit money and then finally close it too. But thank you for not letting me explain the matter, it took 3 weeks for that kind of information to come. I do not recommend you to the kennel, I will update it every single place. It's just plain cheating how much other people know about something like that you can play in the family but one of the elders has no business playing with you. It's a stupid rule. All the bad for you cheaters out there. That a good casinoguru team is like that, the end result is not intentionally breaking the rules, this can happen at any time, but because apartments are rented by people who don't know each other, I am, and both of them can by chance play talisman at the casino. So you shouldn't have a clue that your roommate plays at the same place, but you have already broken the rules, the deposits to the casino, the winnings will be voided and your account will be closed, a pretty ingenious way of keeping money in your own wallet. I hope this doesn't last long for you.

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.

Dear Kaili,

We would want to inform you that your account was closed as per our Terms and Conditions :- 3.2.

3.2 : - Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

• each action performed using a Duplicate Account is considered void;
• any promotions that the Duplicate Account has participated in will be cancelled;
• any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;
• the Duplicate Account will be closed without an option to reopen it.

If you have any additional questions, please, do not hesitate to contact us via email support@talismania.com or via Live Chat.

Best Wishes,

Talismania Team.

Dear Talismania Casino,

Thank you for your message and for the clarification. However, I have already received this information from the player. Could you please provide any available and relevant evidence to support your allegations regarding duplicate accounts in this case? You can send the evidence to my email address at jakub.m@casino.guru.

This information is essential for ensuring a fair resolution, so I would greatly appreciate it if you could share it at your earliest convenience.

Thank you in advance for your cooperation. I look forward to your prompt response.

And I say once again that my account has nothing to do with duplicate bricks. So my account is registered with my correct name, date of birth is correct and all my deposits have been made from my own bank accounts and I have also sent the necessary documents to it. And the address I put in during registration was where I officially lived, just me and my two children. My ex-husband's books just came to that address. And it should also be pointed out that probably my ex-spouse has not confirmed my own account at Talisman Casino, has not even sent any kind of documents, I believe that he has just opened an account with that information. That if you asked for his account documents, I'm sure he won't have them to show. And in fact, I have completely moved away from that address and I also have proof of the new address, but you didn't ask for an explanation, immediately locked out the winnings from my account and nothing more. So really put the proofs that I have opened many accounts for you and right now it feels like I haven't really done anything wrong, all the winnings were obtained honestly with my own information, but still I only got big disappointments when playing talisman at the casino. Obey the unfair right. Thank you Casino Guru for your understanding. I am very grateful that you have such an activity in use.

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.

And so this Talismania Casino operation is going on, they are not able to send even an email message or answer the questions asked to them within a week. They also didn't reply to my e-mail when I tried to get more clarifications about my account confirmation questions or in other matters, no information via e-mail. They just don't seem to care what kind of grade they get or what kind of explanation the player demands. They just have their own opinions and apparently their opinions are only correct. Casiino doesn't care from my point of view, otherwise Casiino Talisman would have tried to resolve this issue as quickly as possible and maintain good ratings. I don't understand why it has been given good marks. Sorry, but my opinion is that the Casino should be taken out of service and stop scamming unsuspecting people, or the casino should immediately confirm my account upon registration and not when the first withdrawal request is made. 👎👎👎👎👎👎👎 I don't recommend it to anyone, or if you still have a strong desire to play at that casino, you should read all the rules carefully.

I thought I would ask what the casino guru staff thinks, is there still any chance that the matter will be resolved in such a way that my account will be opened with casino talismanias and due to the misunderstanding, the casino will pay my winnings. Or that option is off. However, when my account is closed and the winnings are invalidated, the casino staff does not show any interest in solving the matter. It would be a miracle if the matter is still resolved in a positive way. It's really frustrating that there's no interest from the casino, but I'm thinking how the heck can casinos like that work. So there is no evidence of what kind of evidence I get Talisman from the staff as to why my account was closed, but in reality they can say anything and that's all. The fact that it is said that the rules were broken should be enough for us asjakas, no more explanations or questions or proofs. You just have to be satisfied and let it be.

Dear Kubo,

Kindly be informed that evidence was sent to the email you had provided us.

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

Best Regards

Talismania Team

Dear kailikaljund7,

I have just received the message from the casino, which includes the requested evidence. The screenshots from the casino’s system do show two accounts with matching addresses and, in some cases, matching IP addresses. However, I do not consider this to be sufficient proof of the creation of multiple accounts.

I understand how frustrating this situation must be for you, and I want to assure you that I am working diligently to resolve this matter. Rest assured, I will keep you updated as soon as I receive any new information.

Please know that I am committed to ensuring that your concerns are taken seriously and that a fair solution is reached. I appreciate your patience and understanding while we await the casino’s reply. If you have any further questions or additional information to provide, feel free to reach out, and I will be happy to assist.

Dear Talismania Casino,

As previously mentioned, a simple match of addresses and IP addresses is not enough to conclusively claim that the player has created multiple accounts. It is common for multiple individuals to live at the same address, meaning the address could be identical, and they may also share the same IP address. Additionally, the player claims she has moved to a different address and has proof of this. This should not be the basis for confiscating her winnings under any circumstances.

The player also asserts that her account was fully verified. Is this correct? On the screenshot of the second account, there appears to be no KYC record. Was the second player asked to undergo the verification process?

For the reasons outlined above, I must maintain that the creation of multiple accounts has not been proven to a sufficient degree. As such, the player should be entitled to a refund of her balance. In the interest of fairness and transparency, I would recommend that you re-conduct the verification process for both accounts to fully investigate the matter and determine the actual circumstances.

It is important to reiterate that the player is entitled to their funds unless there is conclusive evidence of multiple account creation or any other breach of the casino's terms. A fair and thorough verification process is crucial in such matters to avoid unfairly penalizing players who have complied with the rules.

To facilitate a fair resolution for both parties, I encourage open communication and would be happy to assist in any way possible in clarifying any further questions or doubts you may have. We aim to find a transparent and just resolution that protects both the casino's interests and the player's rights.

Thank you for your cooperation and I look forward to your response.

It's true and in fact I live in a rented house and basically the internet that is used is the building company's internet or the internet of my own prepaid connection. I don't even have my own fixed internet in the rented apartment. In my opinion, the overlapping accounts are the ones that have been opened through many different e-mails or phone numbers, so in practice, not the ones where the IP address is used in the same way, someone can, for example, share the Internet with another person from their phone. I agree that I should get my Talisman account back in use and the winnings that were canceled should be put into the payment. Claiming that I have many accounts opened at Talisman Casino just because of the IP address is not true. The disabled account was the only account opened with my own information and I also confirmed it by sending documents as proof, which were also accepted. I still think it's unfair.

Hello all,

Thank you for your patience.

We would like to inform you that we are committed to fair treatment and following the rules , therefor we are in the process of verification for the second account as well , from what we can see we currently have everything from the customer , we are currently waiting for the the second account to submit documents.

We are fully committed to investigate the matter and determine the actual circumstances why the account data matches , as well the IP and and the passwords.

We would let you know as soon as possible for any news from the verification process.

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

Best Regards

Talismania Team

Dear Talismania Casino,

Thank you for your response and for your commitment to resolving this issue fairly and to everyone’s satisfaction. I wanted to follow up and ask if there have been any updates regarding this case.

Looking forward to hearing from you.

Hi casino guru, that second account belongs to the use of my ex-husband and the father of the children, and according to the information, he has received a confirmation request for casino talisman from the staff. The necessary documents have also been sent so that you can find out that it is two different accounts and two different people. They both use the same address, so I have a permanent address and my spouse has an address where the letters go to. Now, of course, I have Muuto behind me and a new address, which I can also confirm. If the issue with the second account is resolved and the casino talisman staff can see that there are no overlapping accounts, can I get the user rights back to my talisman account and of course my winnings back.

So the question is if this owner of the other account gets his own account confirmed and sends the necessary documents. What to do next, so it's two different accounts and different users, but my account is locked and I can't use it in any way at the moment. Talismania Casino should open my account again if I need to send new documents, the only information I can get at the moment is from here and not from elsewhere. Kind of awkward. But maybe it will work out somehow. It would be nice to know what will happen to my account in the final games.

So now there is a bit of progress, as far as I know, this person from the other account has been approved and the account is currently half or fully confirmed, I don't know exactly. But this second account belongs to a male person, the father of my children, and he has 100% right to use that account because the personal information is his and he makes deposits from his own bank accounts. That's why the address information on the account is the same as mine, as he has no other address in Finland where the Posti comes to, so the address is not permanent for him. He simply had to register at the address where this is the only and honest place where his mail goes. So is it actually quite logical that quite a lot of apartments are occupied by Woman=Man or just roommates and the lease agreement is made with them, but for one it is completely absurd to claim that only 1 person lives in each rented apartment. And from that it is decided that if two accounts were opened at a casino then 100, it is definitely the same person and they deliberately tried to open different accounts. Could this ip address be used, for example, if you use another person's phone or laptop for gaming? I'm thinking that two people who have accounts for example casino Talismanias play on the same devices, which is also completely normal, sometimes even after playing, the spouse is on the computer, so you can't think that every player only plays on their own personal phone or computer. But I don't know exactly what this same ip address means. Well, let's see how to proceed from here and what kind of solutions will be made.

So I am actively involved and trying to figure it out because I really feel that I have been misunderstood and I would have been entitled to those winnings and my account at Talismania Casino should have been active.