The player from Germany faced repeated verification rejections from Talismania, specifically with bank statements, over the past two weeks. Despite multiple submissions and contacts with both affiliate and regular support, the issue remained unresolved, preventing the player from withdrawing funds. The Complaints Team intervened, and after nearly three weeks, the player's payment was processed following the acceptance of previously submitted documents. The verification was unexpectedly resolved, leading to the successful completion of the withdrawal. The complaint was marked as 'resolved' in the system.
Talismania Casino - Player’s withdrawal has been delayed due to repeated verification failures.
Amount: €500
Talismania Casino
Safety Index:HighSafety Index
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8.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
Dear Casino Guru Team,
Unfortunately, Talismania has been refusing my withdrawal and successful verification for the past 2 weeks, continuously rejecting my submitted documents (bank statements) for different reasons each time. I have uploaded the necessary documents 4 times now, but they keep asking for them again, thus denying my verification.
I have also been in contact with both affiliate support and regular support multiple times. Sadly, this has not led to any resolution. Quite the opposite... I was told that they couldn't do anything for me and that I should reach out to you instead. Very disappointing...
All conversations and requests can be documented with screenshots if necessary.
I am at a loss and hope for your assistance.
Thank you in advance for your effort and time.
Best regards,
MiniPumba94
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4 months ago
Hello MiniPumba94,
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?
Do you have an affiliate relation with the casino as you claim to be in touch with their affiliate support?
Looking forward to your answer.
Regards,
Nick
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4 months ago
Translation
Hello Nick,
First of all, thank you very much for the quick processing and response to my complaint.
The verification process has been running since July 25, 2024 (+/- 1 day). Unfortunately, I can't say exactly anymore, because I can't see when I uploaded which documents and documents, selfies, etc. were requested several times.
First, a picture of my credit card, a normal selfie, my ID and actually also my proof of address were approved. After the verification, it was stated in the profile that I needed another selfie, this time with the website as a background and my ID in my hand and another proof of address. I did that immediately. After that was also checked, the only thing that was required during verification was "additional documents". Only after asking several times was I told that this was the bank statement (for July) of my VISA that I used to make the payment.
I have uploaded this 4 times now and it has been rejected again and again since then... unfortunately I am only given a false warning in the chat...
The last time I spoke to Talismania was on Friday, August 2nd, 2024 and I wanted to know why the document is constantly being rejected... Again, I was unable to get an answer or solution...
I don't have an affiliate relationship myself, I just had the opportunity to get help from the affiliates who recommended this site, so that they could get in touch with Talismania... Unfortunately, that didn't work either. The site is completely ineffective...
I hope I was able to help you with my answers. If screenshots or other evidence are needed, I can send them to you. I have documented as much as I can.
Best regards
MiniPumba94 🙂
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4 months ago
Translation
Hello Nick,
I tried to contact support by email again. They played the same game again. I added the requested documents as shown in the screenshots in the attachment. But they obviously don't pay any attention to them. They keep asking for the same thing and no one can tell me why the documents are being rejected... whether there is something missing from the document or whatever...
I'm happy to attach screenshots as proof...
I really hope you can help me. 😕
Best regards
MiniPumba94
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4 months ago
Thank you MiniPumba94 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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4 months ago
Dear MiniPumba94,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Talismania Casino representative to join this conversation.
Dear Talismania Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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4 months ago
Translation
Hello Mirka,
The case can unexpectedly be closed after almost 3 weeks.
After my last email, which I also published here and also indicated that I would contact you and take this route, the payment was suddenly processed and has now landed in my account. The documents that were then accepted were exactly the ones that I had already sent several times in advance. . Suddenly the verification was accepted and the payment was completed.
Even though it had a "good" ending, I don't understand why the documents were rejected again and again and then suddenly accepted out of nowhere.
Thank you very much for all your effort and time! 🙂
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4 months ago
Dear MiniPumba94,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Mirka
Casino.Guru
