Talismania Casino - A conta do jogador foi encerrada sem explicação.

Today my account to talismania closed without explanation. Only thing wich they tell me via live chat was that by administrator decision my account closed permanently. I asked what about my money to my account (its about 60€) but they deny to give me any answer about that. I played both casino and sportsbetting. My account opened before 2 weeks and i made only one deposit and no withdrawal. Never asked from me to verify my account. I just want to pay my account balance.

Hello aofsampali,

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 is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about - did they give you any explanation for the account closure?

Looking forward to your answer.

Regards,

Nick

Dear aofsampali,

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.

Hi. They accept to return my account balance but still I did not receive anything i will be on touch to inform you

Dear aofsampali,

Can you please forward the communication between you and the casino, especially where they confirm the refund, to nikolas.b@casino.guru?

Also keep in mind that withdrawals may take up to 14 days, could be even more if it's a refund.

Regards,

Nick



Still not receive anything

Dear aofsampali,

As the recommended 14-day period has now passed, could you please confirm if the refund of your balance has been processed? If it has not yet been completed, we will look into intervening on your behalf.

In the meantime, please forward the email communication between you and the casino to nikolas.b@casino.guru.

Best regards,

Nick

Unfortunately not. Please contact with them

I already sent the mail to nikolas.b@casino.guru

Thank you aofsampali for all the information provided. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, aofsampali!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear aofsampali,

We hope you find this email well!We would like to inform you that we have arranged a manual withdrawal request for you.

We would also want to inform you that we aim to process withdrawal requests in about 3 business days from the next day that the request was made.

Please note that this timeframe excludes weekends and public holidays.

We assure you.

We will try our best to process your manual withdrawal as quickly as possible.

Best Wishes,

Talismania Team.

Thank you, Talismania Team!

aofsampali, please, let us know as soon as your withdrawal will be completed and you will receive your funds!

I received my money thanks for your help

Dear aofsampali,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

I would also like to thank the casino for their assistance with the issue!

Best regards, 

Pavel K

Casino.Guru