Talismania Casino - O pedido de encerramento da conta do jogador foi negado.

Hello, on July 3, 2024, I requested a self-exclusion via email and live chat due to gambling addiction. Despite repeated requests, the casino refused to comply. In the meantime, I've lost another €14,400. I'm asking for help.

I'm attaching the email (which I wrote after a long discussion in the chat about closing my account (because the casino refused to close my account despite repeated requests and begging). I have the transaction list, which shows when and which deposits were made.

Guten Tag, bereits am 03.07.2024 habe ich einen Selbstauschluss per email und Live Chat aufgrund von einer Spielsucht gefordert. Das Casino kam der Bitte nach mehrmaliger Aufforderung nicht nach. In der Zwischenzeit habe ich weitere 14400€ verspielt. Ich bitte um Hilfe.

Die Mail (welche ich nach langer Diskussion im Chat über die Schließung meines Kontos verfasst habe (da das Casino trotz wiederholten Bittens und Betteln mein Konto nicht sperren wollte)) Hänge ich an. Ich habe die Transaktionsliste in welcher belegbar ist, wann welche Einzahlungen getätigt wurden.

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Dear player, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion: 

• Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.  
• On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

Could you please specify if you informed the casino about your gambling addiction? Would you be so kind as to forward me all account closure requests that you sent to the casino? My email address is natalia.b@casino.guru. 

Thank you very much in advance. 

Best regards, 

Natalia

Dear player, thank you for sharing the details of your case. I’ve reviewed the message you sent to the casino more than a year ago that simply stated "please close my account effective immediately."

While we appreciate that you wished to stop playing, this message does not qualify as a formal self-exclusion request. A valid self-exclusion must clearly mention that you are experiencing gambling-related issues (for example, gambling addiction, loss of control, or concerns about responsible gambling) and must request a ban for a defined period or permanently.

A standard account-closure request is treated differently: casinos may close the account but can later reopen it if the player asks, because no gambling-related harm was stated. For that reason, we cannot treat your earlier email as evidence of a failed self-exclusion, and we cannot ask the casino to refund any deposits made after that message.

If you have any valid evidence of your communication with the casino, in which you explicitly informed them about your gambling addiction, let me know. Otherwise, I'll be forced to reject your complaint.

As already mentioned in my email, this text was given to me in the casino's chat. My account was only closed after repeated requests. I can prove that I did not "reopen" my account, and that the request to close the account was ignored from the start. When reopening the account, you receive an email, which I received from Talismania on January 29, 2025, for example, which specifically states that my account has been reopened. Accordingly, Talismania must be able to prove that my account was NOT closed before August 18, 2025. I would also like to point out again that I received the instructions from chat support, as I was prohibited from closing my account via chat despite repeated requests. Furthermore, the Terms of Service state that the account will be blocked within 24 hours if requested. It does NOT state how the email must be worded, and I was NOT told by the chat that I should include this in the email. It's clear that Talismania hasn't complied with my request to close my account (as stated in the Terms of Service). I'm happy to send you the email I received after reopening my account as proof.

Wie bereits in meiner E-Mail erwähnt, wurde mir im Chat des Casinos dieser Text vorgegeben. Mein Konto wurde erst nach mehrfachen Aufforderungen geschlossen. Ich kann belegen das ich mein Konto nicht „wieder eröffnet habe" und der Aufforderung zur Kontoschließung von Anfang an nicht nachgegangen wurde. Bei Wiedereröffnung des Kontos bekommt man eine Mail welche ich zum Beispiel am 29.01.2025 von Talismania erhalten habe, in welcher konkret steht das mein Konto wieder geöffnet wurde - dementsprechend muss Talismania belegen können, dass mein Konto NICHT vor dem 18.08.2025 geschlossen wurde. Außerdem möchte ich nochmals darauf hinweisen, dass ich vom Chat Support die Vorgaben erhalten habe, da mir trotz wiederholter Anfrage eine Kontoschließung via Chat untersagt wurde. Außerdem steht in den Terms of Service dass der Account innerhalb von 24 Stunden gesperrt wird, wenn man darum bittet. Es steht NICHT geschrieben wie die Mail verfasst sein muss und es wurde mir NICHT vom Chat mitgeteilt dass ich dies in die Mail schreiben soll. Die Tatsache dass Talismania meiner Aufforderung zur Konotschließung ( wie es auch in den Terms of Service genannt wird) nicht nachgegangen ist, ist klar. Gerne sende ich Ihnen die Mail welche ich nach Wiedereröffnung meines Kontos als Beleg zu.

Dear player,

Thank you for your response and for providing further clarification. I haven't received any new emails from you. Unfortunately, based on the information and evidence available so far, we still cannot confirm that a valid self-exclusion request was submitted. The only message you have shared ("please close my account effective immediately") can be interpreted as a standard account closure request, not as a responsible gambling or self-exclusion request.

As mentioned earlier, a self-exclusion request must clearly indicate that the account should be closed due to gambling-related concerns or the player’s inability to control gambling activity. This distinction is crucial, as casinos are not required to treat simple closure requests as self-exclusion unless gambling problems are explicitly mentioned.

If you believe that your initial request was indeed related to responsible gambling and that you communicated this in your chat messages, please forward the full chat transcript or any other correspondence showing that you informed the casino about your gambling issues. Without such proof, we cannot conclude that the casino failed to act upon a proper self-exclusion request.

We kindly ask you to share any additional communication you may have, such as the chat transcript or the email confirming your account was closed due to gambling addiction, so we can review the situation properly. My email is natalia.b@casino.guru.

Thank you for your cooperation and understanding.

Regards,

Natalia

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Clown70,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Natalia