Talismania Casino - A conta do jogador foi encerrada, impedindo saques.

Hello, I registered with Talismania around the beginning of 11/24 and played mainly live blackjack from "PlayTech" there, sometimes also some slot machines, mainly "Book of Dead" and "Wolf Gold".

At the beginning I paid in 1000 EUR starting credit, but I did not activate a bonus. By the beginning of 12/24 I was able to increase my credit to around 2000 EUR and on 05 or 06.12.24 I risked a side bet on "Top 3" with a stake of around 70 EUR. I had also risked side bets on "Top 3" several times before, but they were unsuccessful. The bet on 05 or 06.12.24, on the other hand, was a complete success. The winnings from this bet were just over 13,000 EUR.

This had an impact on my future gaming behavior.

First, I requested two withdrawals of EUR 800 each. These withdrawals were also made to my account promptly. In the meantime, I continued to play with higher amounts, as I had now built up a decent buffer. My balance at Talismania decreased from around EUR 15,000 to around EUR 1,000. I almost lost it all. Main bets were sometimes won and sometimes lost, but the side bets I played were all lost. I often placed the maximum bet of EUR 100 on these, which is why my balance decreased significantly despite winning a few main bets.

In the middle of 12/24 I won another side bet, so my balance rose to around EUR 9000. After that I continued playing with higher stakes, just like after winning the first side bet. My balance decreased again until I won another side bet a few days later and my balance was then between EUR 13000 - EUR 14000. Then I played several EUR 50 spins on the "Book of Dead" slot machine. I thought to myself: "I'll keep spinning until I get to a round 1000," which in this case is EUR 13000. I won another EUR 4000 and with another EUR 50 spins on "Book of Dead" I reduced my balance to a round 17000 EUR.

I then requested another 3 withdrawals of EUR 800 each. However, these withdrawals took significantly longer to be processed by Talismania. During this time, I continued playing unsuspectingly. My balance was reduced to EUR 9000.

About 14 days after my withdrawal request, I was suddenly no longer able to log into my account. Instead, an error message popped up saying that my account was currently being checked.

I then contacted the Talismania support team via live chat and was informed that my account had been blocked by the administration's decision.

Since no reason was given to me in the live chat, I contacted support by email and asked for an explanation.

I was informed by email that I had violated the general terms and conditions, particularly point 9.1. I have read the general terms and conditions and I have no idea which of the points listed there I could have violated.

A few weeks later, I received three emails in which my three EUR 800 withdrawals from Talismania had been cancelled. When I contacted Talismania support again, the only response was the same statement as in the first email, that my account had been blocked by the administration's decision.

I am therefore turning to you with the request that you take care of the matter, as I consider Talismania's behavior to be a blatant violation of my rights.

Since I do not have access to my account, a lot of the information is memory information.

I have also attached my complete email exchange with the casino. If you need any further information, please feel free to contact me at any time.

Thank you in advance.

PS: I can't remember my username exactly anymore, as I have different account names on different websites and I can't log in anymore, so I can't find out right now. But I assume it will be either "Hexe*****", "Erik Spi****" or "E***".

Hallo, ich habe mich ca. Anfang 11/24 bei Talismania registriert und dort vorwiegend Live Blackjack von "PlayTech" gespielt, manchmal auch noch etwas Slotmachines, dort hauptsächlich "Book of Dead" und "Wolf Gold".

Zu Beginn zahlte ich 1000 EUR Startguthaben ein, wobei ich keinen Bonus aktivierte. Bis Anfang 12/24 konnte ich mein Guthaben auf ca. 2000 EUR erhöhen und riskierte am 05. oder 06.12.24 eine Nebenwette bei "Top 3" von ungefähr 70 EUR Einsatz. Auch vorher hatte ich schon öfters Nebenwetten bei "Top 3" riskiert, die aber nicht von Erfolg waren. Die Wette am 05. oder 06.12.24 dagegen war ein voller Erfolg. Die Gewinnsumme aus dieser Wette betrug etwas über 13000 EUR.

Dies hatte Auswirkungen auf mein weiteres Spielverhalten.

Zuerst habe ich zwei Auszahlungen über jeweils 800 EUR beauftragt. Diese Auszahlungen erfolgten auch zeitnah auf mein Konto. Währenddessen spielte ich mit höheren Summen weiter, da ich nun ordentlich Puffer geschaffen hatte. Mein Guthaben bei Talismania verringerte sich im weiteren Verlauf von ca. 15000 EUR auf ca. 1000 EUR. Fast wäre es sogar soweit gewesen, alles zu verspielen. Dabei wurden Hauptwetten mal gewonnen mal verloren, die gespielten Nebenwetten wurden allerdings alle verloren, dort hatte ich auch oft den maximalen Einsatz von 100 EUR getätigt, weshalb sich mein Guthaben trotz einiger gewonnen Hauptwetten dennoch stark verringerte.

Mitte 12/24 gewann ich dann wieder eine Nebenwette, so dass mein Guthaben wieder auf ca. 9000 EUR stieg. Danach habe ich wieder, wie nach dem Gewinn der ersten Nebenwette, mit höheren Einsätzen weitergespielt. Mein Guthaben verringerte sich wieder, bis ich einige Tage später wieder eine Nebenwette gewinnen konnte und mein Guthaben sich anschließend zwischen 13000 EUR - 14000 EUR befand. Dann habe ich mehrere 50 EUR Spins an der Slotmachine "Book of Dead" gespielt. Ich habe mir gedacht: "Ich dreh jetzt solange, bis ich auf einen glatten 1000er Betrag bin", sprich in diesem Fall auf 13000 EUR. Dabei habe ich weitere 4000 EUR gewonnen und habe mein Guthaben mit weiteren 50 EUR Spins in "Book of Dead" auf glatte 17000 EUR runtergedreht.

Daraufhin habe ich weitere 3 Auszahlungen von je 800 EUR beauftragt. Diese Auszahlungen hatten allerdings schon deutlich länger gedauert, seitens von Talismania abgewickelt zu werden. In dieser Zeit habe ich nichtsahnend weitergespielt. Mein Guthaben verringerte sich auf 9000 EUR.

Ca. 14 Tage nach meinem Auszahlungsauftrag, konnte ich mich dann plötzlich nicht mehr in mein Konto einloggen. Stattdessen poppte eine Fehlermeldung auf, dass mein Konto derzeit überprüft wird.

Ich habe dann das Supportteam von Talismania per Livechat kontaktiert und bekam die Auskunft, dass mein Konto, auf Entscheidung der Verwaltung, gesperrt wurde.

Da mir im Livechat keine Begründung genannt wurde, habe ich den Support per Mail kontaktiert und um Begründung gebeten.

Mir wurde per Mail als Begründung mitgeteilt, dass ich gegen die allgem. Geschäftsbedingungen, insbesondere gegen Pkt. 9.1, verstoßen hätte. Ich habe mir die allgem. Geschäftsbedingungen durchgelesen und es erschließt sich mir nicht im Geringsten, gegen welchen der dort aufgeführten Punkte ich verstoßen haben könnte.

Einige Wochen später habe ich dann 3 Mails bekommen, bei denen meine 3x 800 EUR Auszahlungen von Talismania storniert wurden. Eine erneute Kontaktaufnahme mit dem Support von Talismania hatte als Antwort nur die bereits in der ersten Mail erfolgte Aussage, dass mein Konto, auf Entscheidung der Verwaltung, gesperrt wurde.

Ich wende mich daher an Sie, mit der Bitte, sich der Sache anzunehmen, da ich im Verhalten von Talismania eine eklatante Verletzung meiner Rechte sehe.

Da ich keinen Zugriff auf mein Konto habe, sind eine ganze Reihe der Angaben Gedächtnisangaben.

Zusätzlich habe ich im Anhang meinen kompletten Mailverlauf mit dem Casino beigefügt. Wenn Sie noch weitere Informationen brauchen, können Sie sich gerne jederzeit bei mir melden.

Vielen Dank im Voraus.

P.S.: Ich kann mich nicht mehr ganz genau an meinen Benutzernamen erinnern, da ich bei verschiedenen Websites unterschiedliche Accountnamen habe und ich mich ja nicht mehr einloggen kann, kann ich's auch grad nicht herausfinden. Ich geh aber davon aus, dass er entweder "Hexe*****", "Erik Spi****" oder "E***" heißen wird.

Hello Hexenshot,

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 if your account was ever fully verified?
• Did you claim any bonus at all in the casino?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I can't say for sure whether my account was fully verified. At least there were no deposit limits, which you usually have with accounts that aren't fully verified. In any case, I had to upload my ID card, etc.

I have actually activated bonuses before, but I have cancelled some of them or "played them out". In any case, I did not have any active bonuses running at the time of the blocking. So the €11,400 is real credit.

Attached are the email histories with the casino and the dates. I sent the last email on January 24, 2025.

Ob mein Konto vollständig verifiziert wurde, kann ich gar nicht genau sagen. Es gab zumindest keine Einzahlungsbegrenzungen, die man ja meistens bei nicht vollständig verifizierten Konten hat. Musste auf jeden Fall meinen Personalausweis hochladen usw.

An sich habe ich schon mal Boni aktiviert aber diese hab ich teilweise wieder storniert oder „leer gespielt". Auf jeden Fall habe ich zum Zeitpunkt der Sperrung keinen aktiven Boni am Laufen gehabt. Somit handelt es sich bei den 11400€ um echtes Guthaben.

Im Anhang sind die beigefügten Mailverläufe mit dem Casino mit Datum. Die letzte Mail hab ich am 24.01.2025 geschickt.

Hello Hexenshot,

Would it be possible to forward the communication with the casino as a forwarded e-mail (the most important ones only) rather than a PDF file?

Additionally, can you please advise if there's been any new update from the casino's side regarding this matter?

Looking forward to hearing from you.

Regards,

Nick

Dear Hexenshot,

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.

Hello,

sorry for the late reply.

Since then, there have been no updates from the casino.

To which email address should I send the forwarded emails, since I can't add it as an attachment here?

Hallo,

sorry für die späte Antwort.

Seitdem gab es keinerlei Updates seitens des Casinos.

An welche E-Mail Adresse soll ich denn die weitergeleiteten E-Mails senden, denn als Anhang kann ich es hier nicht hinzufügen´?

Hello Hexenshot,

Sorry, forgot to add my e-mail address to my previous post - please send it to nikolas.b@casino.guru.

Regards,

Nick

Hello,

I sent you the emails.

Greetings

Hallo,

ich habe Ihnen die E-Mails geschickt.

Grüße

Thank you Hexenshot for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Hexenshot for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Talismania Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear all,

Thank you for contacting us.

We would like to inform you that the case is being reviewed by the relevant team, and you will be notified when there is an update.

Kind regards,

Talismania Casino Team

Dear Peter,

We would kindly request to check the reply provided via mail.If you have any additional questions, please contact us.

Thank you for your cooperation.

Kind regards,

Talismania Casino Team

Thank you for providing me with the information Talismania Casino representative. I have responded to your email, and I await your response!

Dear Hexenshot, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Peter,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Talismania Casino Team

Dear Hexenshot, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Hello Hexenshot,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Hexenshot, I apologize for the delay in response however, I was out of the office due to an injury. From my last correspondence with the casino representative, you were accused of card counting. I have asked for additional evidence supporting this, but I have not received any further clarification. If the casino does not provide us with the evidence, I will be forced to close the complaint as unresolved. I will keep you informed about any new developments. Thank you for your patience during this time!

Dear Peter,

We kindly would like to inform you, that we requested further proof and waiting for a reply. Please be assured that we do our best to solve this case.

We will update you as soon as possible.

Thank you in advance for your patience and cooperation.

Kind regards,

Talismania Casino Team

Dear Peter,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Talismania Casino Team

Dear Talismania Casino representative, I have responded to your email, and I await your response. Thank you in advance!

Dear Hexenshot, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Peter,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Talismania Casino Team

Dear Peter,

We would like to ask you to respond to the email we provided.

Thank you in advance.

Kind regards,

Talismania Casino Team

Dear Talismania Casino representative, I have responded to your email.

Dear Hexenshot, I will discuss your case internally and update you about the situation as soon as I have any news. Thank you for your patience during this time!

Dear Peter,

We would like to ask you to respond to the email we provided.

Thank you in advance.

Kind regards,

Talismania Casino Team

Dear Hexenshot, I apologize for the delay in response. Due to some internal issues, we weren't able to move ahead with the resolution of your complaint, but that should change soon. In the meantime, I want to ask if you have used any other channels for the resolution of your complaint or if there is any change in the situation from your side? Thank you in advance!

I have not yet contacted any other channels or the authority that issued the gaming license for this casino.

Ich habe mich bis jetzt an noch keine anderen Kanäle oder die Behörde, die die Gaming Lizenz für dieses Casino ausgestellt hat, gewandt.

Dear All,

We'll review this and get back to you as soon as possible.

Kind regards,

Talismania team

Dear all,

We’re truly sorry for the delay in our response. Please know that this request is currently being reviewed, and we’re doing everything we can to sort it out as quickly as possible. Thank you for your continued patience.

Best Regards,

Talismania Team.

Dear Hexenshot,

I hope this message finds you in good health.

Following a thorough review of your case, we are pleased to inform you that management has decided to proceed with your refund.

However, prior to this, we must complete the verification process.

We kindly ask that you provide proof of identity, which may include clear photographs of your passport, national ID, or driving license, accompanied by a selfie in which you are holding the aforementioned identification.

Additionally, we would be grateful if you could submit proof of address, such as a utility bill, bank statement (not in digital format), or a government-issued document, all in high-quality photo or PDF format (not scanned).

Furthermore, we request that you include a bank ownership confirmation from the bank used for the deposit, which should display your full name, the bank logo, IBAN, and BIC.

Thank you for your cooperation.

Kind regards,

Talismania Casino Team.

Dear Hexenshot, I believe you will have to provide the requested documents directly to the casino, as using our forum doesn't meet the regulatory requirements for the KYC procedure at the casino. I recommend sending the link to the email of the casino support, stating that you are unable to provide it through the form. Please keep me informed about any new developments!

I sent an email to support, attaching the documents. I also added you as a BCC to keep track of the conversation.

Ich habe dem Support eine Mail geschrieben, in der ich die Dokumente als Anhang bereitgestellt habe. Ich habe Sie zudem als BCC hinzugefügt, um die Konversation zu verfolgen.

Dear Hexenshot,

I hope this message finds you well.

Could you kindly provide us with the reference number associated with the email you sent, as we are currently unable to locate it?

Thank you in advance for your cooperation.

Kind regards,

Talismania Casino taem

Dear Hexenshot,

I hope this message finds you well.

I am uncertain regarding the email you are referencing, as the reference numbers in our customer support system are typically numerical rather than alphabetical.

Could you kindly resend the email to our customer support email address support@talismania.com ?

Thank you for your cooperation.

Kind regards,

Talismania Casino Team

I sent the email again, but the ticket number I received was a mix of numbers and letters. Furthermore, I haven't received a confirmation of receipt. Is this related to my account being blocked? Before that, I always received a confirmation of receipt, which also generated a completely numeric ticket number.

Ich habe nochmal die Mail versandt aber ich bekomme als Ticket Nummer wieder eine Mischung aus Nummern und Buchstaben. Desweiteren bekomme ich auch keine Empfangsbestätigung. Hängt das mit der Sperrung meines Kontos zusammen? Denn davor habe ich immer eine Empfangsbestätigung bekommen, wo auch eine komplett numerische Ticket Nummer generiert wurde.

Dear Hexenshot,

We would like to inform you that no email correspondence has been received from your side at our designated support address. To proceed with your request, please resend your message to:

support@talismania.com

Kindly note that this matter is not related to any account being blocked, and should not impact your ability to send or receive communications.

Once we receive your email, our team will promptly review it and provide further assistance.

Thank you for your understanding.

Best regards,

Talismania Casino Team

After "Please resend message to:," you didn't provide an email address. Could you resend it?

nach dem „Nachricht bitte erneut an:" haben Sie keine Email Adresse angegeben. Könnten Sie diese nochmal schicken?

Dear Hexenshot, I believe the casino has edited their message to contain the email where they requested you send the message. Please provide all necessary information and keep us updated about any new developments. Thank you in advance!

Okay, now I see the email address, but it's exactly the one I've already sent my data to twice. The second email also received the following standard response:

Hi,

Dear Erik,

Thank you for contacting us.

Please note that you have violated our policies as defined in our Terms of Use, Section 9.1 ( https://talismania3.com/en/rules ). Therefore, your account has been permanently closed and cannot be reopened.

Thank you for your understanding.

If you still need support, we are available 24/7 via live chat.

Best regards

Talismania Customer Service

Ticket ID: 8O7VAS

—————————-

The ticket ID is the only thing I get as a request ID.

Ok, jetzt seh ich die E-Mail Adresse auch aber das ist genau die, an die ich jetzt schon 2 mal meine Daten gesendet hab. Bei der 2. Mail kam auch wieder folgende Standart Antwort:

Hi, 

Lieber Erik,

vielen Dank, dass Sie uns kontaktiert haben.

Bitte beachten Sie, dass Sie gemäß unseren AGB, Punkt 9.1 (https://talismania3.com/en/rules), gegen unsere Richtlinien verstoßen haben. Daher wurde Ihr Konto dauerhaft geschlossen und kann nicht wieder geöffnet werden.

Wir danken Ihnen für Ihr Verständnis.

Sollten Sie dennoch Unterstützung benötigen, stehen wir Ihnen rund um die Uhr über den Live-Chat zur Verfügung.

Mit freundlichen Grüßen

Talismania Kundenservice

Ticket ID: 8O7VAS

—————————-

Die Ticket ID ist das einzige, was ich als Anfrage-ID bekomme.

Dear Hexenshot,

I hope this message finds you in good health.

As previously mentioned, the reference numbers in our customer support system are generally numerical. The last email correspondence we received from you was dated from January 17 to January 24, 2025, with reference #22913624, and was sent via the designated customer support email address support@talismania.com.

Would you be so kind as to resend the email to our customer support email address support@talismania.com?

We appreciate your cooperation.

Kind regards,

Talismania Casino Team

I've now simply replied to the email from back then with this reference number. I hope this will help you identify the message this time.

Ich habe jetzt einfach auf die Mail von damals mit dieser Referenznummer geantwortet. Ich hoffe, so können Sie die Nachricht diesmal identifizieren.

Dear Hexenshot,

Hope this message finds you well.

Regrettably, we have not received any email correspondence from you.

Would it be possible for you to upload the documents and proceed with the verification directly on the website, please?

Thank you for your cooperation.

Kind regards,

Talismania Casino Team

My account is locked, so I can't upload anything. The most I could do is send it via the form here, if that's okay in this case.

I'll also try sending an email directly via the form on your website. Perhaps I'll get a confirmation of receipt and some kind of numeric ID.

Mein Konto ist ja gesperrt. Also kann ich auch nichts hochladen. Ich könnte es höchstens über das Formular hier schicken, falls das in diesem Fall in Ordnung wäre.

Ich probiere zusätzlich nochmal, eine Mail direkt über das Formular auf Ihrer Website zu schicken. Vielleicht bekomm ich dann eine Eingangsbestätigung und irgendeine numerische ID.

So it didn't work via live chat.

When I write an email using the support form, I don't get a confirmation of receipt, so that doesn't work either.

Nothing works.

Do you have a personal business email address where I could send the data? Otherwise, I really don't know what else I could do.

I also noticed that all my older email correspondence went through ZenDesk. Now the emails are delivered via HelpDesk. Perhaps that explains the differences in the ticket IDs, since they used to be numeric. Now, as I said, I get ticket IDs consisting of numbers and letters.

Also über den Live Chat hat es nicht funktioniert.

Wenn ich eine Mail über das Supportformular schreibe, bekomm ich keine Eingangsbestätigung, also geht das auch nicht.

Nichts funktioniert.

Haben Sie eine persönliche Geschäfts-E-Mail Adresse, an die ich die Daten vielleicht schicken kann? Andernfalls weiß ich echt nicht, was ich noch machen könnte.

Ich hab auch gesehen, dass bei meinen älteren E-Mail Korrespondenzen alles über ZenDesk lief. Jetzt werden die E-Mails per HelpDesk zugestellt. Vielleicht erklärt das die Unterschiede in der Ticket-ID, denn früher waren die auch numerisch. Jetzt krieg ich wie gesagt Ticket-ID‘s bestehend aus Nummern Und Buchstaben.

Hello, I sent the email a few times to the specified address because my email program wasn't uploading all the data, and the image quality wasn't very good. In the last email, I included a link to a swap folder with the original quality files. I hope this doesn't cause any inconvenience.

Thanks in advance.

Hallo, ich habe die Email ein paar mal an die angegebene Adresse geschickt, da teilweise nicht alle Daten von meinem Mail Programm hochgeladen wurden und die Bildqualität nicht sehr hoch war. In der letzten Mail habe ich einen Tauschordner verlinkt mit der Originalqualität der Dateien versandt. Ich hoffe, dass dies keine Umstände bereitet.

Danke schonmal.

Dear Hexenshot,

I hope this message finds you in good health.

We wish to inform you that we have successfully received the documents you submitted, which are crucial for the completion of the verification process.

We will proceed to forward them to the appropriate department for review, and as soon as there are any updates, we will notify you. Should there be any outstanding items prior to the refund, we will also inform you accordingly.

Thank you for your cooperation.

Kind regards,

Talismania Casino Team

Dear Hexenshot,

Thank you for your message.

We acknowledge the receipt of your ID and selfie. However, we would like to kindly request that you submit the Proof of Address (POA) and bank ownership documents in PDF format at your earliest convenience.

We appreciate your cooperation.

Kind regards,

Talismania Casino Team

I sent the PSD bank document as a PDF to the same email address. Should I send this as proof, or should I also scan the document for VR Bank? I'm on vacation until the end of July and can't do it until I get home.

Ich hab das PSD Bankdokument als PDF an die selbe Email geschickt. Schickt das als Nachweis oder soll ich das Dokument zur VR-Bank auch noch einscannen, weil ich bin bis Ende Juli noch im Urlaub und könnte das erst daheim machen.

Dear Hexenshot,

I hope this message finds you well.

We acknowledge the acceptance of the bank ownership documentation. However, we would like to kindly remind you that we are still in need of the proof of address.

Thank you for your attention to this matter.

Kind regards,

Talismania Casino Team

Okay. That might take until August 1st, since, as I said, I'm not home yet. I hope that's not a problem.

Ok. Das kann bis zum 01. August dauern, da ich wie gesagt noch nicht daheim bin. Ich hoffe, das stellt kein Problem dar.

Dear Hexenshot, we will set a timer for you until the 1st of August so you're reminded of this after your arrival. Please keep us informed about any new developemts. Thank you in advance!

Dear Hexenshot,

Thank you for providing us with the documents, which have been received and reviewed. However, as per the relevant team, we still require proof of address.

To verify your address, you may upload one of the following documents: 

• A utility bill (excluding mobile) or a bank statement (excluding E-wallet/digital wallet); 
• Tax documents; 
•  Certificates from the city hall bearing the city hall stamp; 
• Rental contracts signed by both you and the landlord; 
• Criminal record.

Please ensure that these documents include your address, your name, and the date of issue. Additionally, the document must have been issued within the last six months.

Thank you for your cooperation.

Kind regards,

Talismania Casino Team

I have sent you a .pdf with proof of address to the Complaints Email.

Ich habe Ihnen an die Complaints Email eine .pdf mit dem Adressnachweis geschickt.

Dear Hexenshot,

Thank you for providing the requested documents.

We’ve notified the appropriate department, and they are actively reviewing the matter. We’ll keep you informed of any updates as soon as they become available.

Best regards,

Talismania Casino Team

Dear Hexenshot,

Thank you for submitting your bank statement. However, kindly note that for verification purposes, we require a proof of address dated within the last 6 months.

Please provide a recent document—such as a utility bill, or bank statement - showing your current address and dated appropriately.

Let us know if you have any questions.

Best regards,

Talismania Casino Team

All right, I've sent you another email with a recent bank statement.

Alles klar, ich habe Ihnen eine weitere E-Mail mit einem aktuellen Kontoauszug geschickt.

Dear Hexenshot,

I hope this message finds you in good health.

We would like to inform you that your document have been received, and forwarded to the relevant department for review.

As soon as there is an update, we will notify you.

Best regards,

Talismania Casino Team

Dear Hexenshot,

We would like to take this opportunity to inform you that the relevant department has received the requested documents necessary to complete the verification process. Consequently, we are now able to proceed with the withdrawal of the remaining balance.

To facilitate the refund of your funds, we kindly request that you provide the following details:

• Bank Account’s Owner name

• E-mail

• IBAN

• BIC

• Bank Name

• Bank location (Country)

Thank you for your cooperation.

Best regards,

Talismania Casino Team

Dear Hexenshot,

Thank you for providing us with your payment details.

Rest assured that we will forward them to the relevant team and begin processing your refund.

Thank you for your cooperation.

Talismania Casino Team

Kind regards,

Dear Hexenshot,

We are pleased to inform you that the refund has been successfully processed as of today, 11 August 2025.

Thank you for your cooperation.

Talismania Casino Team

Kind regards,

I would like to express my sincere thanks for your work and cooperation.

Best regards

Erik S*

Ich bedanke mich in aller schärfster Form für die Bearbeitung und die Zusammenarbeit.

Beste Grüße

Erik S*

Dear Hexenshot,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter