The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player faced delays due to repeated document verification requests by the casino. Despite multiple attempts to resolve the issue and provide necessary documents, the player did not respond to further inquiries from us. Consequently, the complaint was rejected due to the lack of response from the player.
Talismania Casino - Player’s winnings haven’t been received yet.
Amount: €1,000
Talismania Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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5 months ago
Translation
On 06/03/24, I requested a withdrawal of 500.00, and on 06/04/24, I made another withdrawal request of 500.00. Since that day, I have been going through the verification process. The casino's verification page keeps requesting the same documents repeatedly. This has been going on for over a week. Despite multiple inquiries both in live chat and with the KYC department, I keep receiving the same reassurances. In my opinion, this verification is a form of harassment. For example, they requested a selfie with the website loaded in the background on a laptop, and later during a live chat session, they asked for my ID again, as if the selfie was invalid because no ID was visible. However, I had already sent a selfie with my ID previously. This feels like a stalling tactic. After asking again today and receiving the same responses, I'd like to formally submit a complaint regarding my withdrawal requests.
P.S. I have saved live chat transcripts in my emails, and a live chat employee mentioned that my case has been escalated and that I would hear from the KYC department this week. But that has not happened.
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5 months ago
Dear yvoda80,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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5 months ago
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No, I didn't, they wanted documents again and it is still being checked.
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5 months ago
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You wrote 14 days after...but they don't even want to verify me even though everything was sent properly. Do you initiate the process after verification or at what point?
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5 months ago
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Good morning
The game continues, they want all the documents again. I don't know what to do anymore. But I don't want to give the money away.
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5 months ago
Thank you very much for your reply, yvoda80. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
