Complaint #37 Talismania Casino

Verification stuck in limbo for 16 days

By Hannibalz

1 year ago

Hi,

My account is currently on limbo with verification for seemingly unknown reasons. I received a KYC request on 18.11.2024 to which i provided requested documents on the same day. They were accepted via site, and my account still remains unverified. This means i'm also unable to withdraw my funds valued 1900€ as the withdraw requests get automatically cancelled after 3 days each

Timeline:
- 18.11. 2024 my account received a KYC verification request. I provided all documents requested and they were accepted.

- 20.11.2024 I contacted Talismania support via email to confirm i had provided all documents correctly. The support response was that the documents were accepted and my account awaits verification.

- 27.11.2024 I contacted Talismania again to ask about the verification. The customer support stated that the verification process is still underway but could not give more information

- 4.12.2024 Today i contacted support again, my account remains unverified. Chat said that they forwarded a note onwards regarding this, and said that there's no 'notes' attached to my account that would visibly show an issue that would require action from me

I'm making this complaint to look for a resolution, as it's now been 16 days since I first provided the documents and the help center states a approximate 1-3 day timeline to verification. I haven't received any notice that something would be missing or that I would have to take any action regarding the verification.

I would like to withdraw my funds, but i'm unable to until verification is complete. My account and funds remain in limbo

Disputed Casino Talismania Casino

Reason Verification issues

Amount €1900

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Hannibalz

1 year ago

Hi,

As an Update: My account now shows as verified

Thank you again Talismania Team and Askgamblers Team with resolving this issue

Respectfully yours,
Hannibalz

Hannibalz

1 year ago

Dear Talismania Team,
Thank you for your reply, i'm Happy for the news

Just to confirm, as i just logged onto my account: The view is as follows in The attached screenshots

Is my account now verified? I see A red notification still under verification page (see attachment)

If this doesnt matter and it's just a visual issue (or if there is a delay) and My gaming account is now on verified status i'm Happy to close this complaint.

Could you please confirm?
Thank you

Talismania Casino

• Representative

1 year ago

Dear Hannibalz,

We are happy to inform you that your gaming account is now verified, you can withdrawal without any issue.

Best Regards
Talismania Team

Talismania Casino Complaint Stats

Resolved 24 / 24

Avg. Amount $2,871

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Talismania Casino Complaints

See all complaints for this casino

No withdrawal and no response

Hi, my account was closed on this casino or put into review as they say, anyways, I've been sending emails to the casino to get teh withdrawal of my funds, which that I have are 221 euros, however, they told me to wait in the 20th January and since then I've not heard anything from them. I haven't passed kyc as they haven't requested any documents and have not responded to my email. The account was closed probably around the start of January so it's already been a long time with no advances regarding the withdrawal

Resolved

€221

Ongoing Withdrawal Issues with Talismania

I am filing this complaint against Talismania Casino due to ongoing and unresolved issues with my withdrawal requests.

It has now been over a month since I first attempted to withdraw funds from my account. Despite meeting all the necessary requirements and having my account verified, every single withdrawal request has been canceled without any explanation.

I have contacted their live chat support multiple times, only to receive vague and repetitive responses stating that my withdrawal is “safe and being processed” or that there is a “slight delay.” However, this delay has now stretched into several weeks, and my withdrawal continues to be canceled with no specific reason provided.

Furthermore, their support has failed to offer any useful information or timeline. I’ve also emailed them with no meaningful resolution.

This experience has been incredibly frustrating, unprofessional, and unacceptable. I am now seeking intervention from AskGamblers to help escalate this matter and ensure that my rightful withdrawal is processed immediately.

I am happy to provide screenshots, correspondence, and account details as needed to support my case.

Thank you for your attention to this matter.

Sincerely,

< first name removed >

Resolved

$7,800

Problems with verification and withdrawal since February 20th

I have been trying to withdraw my funds from Talismania Casino since 20.02.2025, and there are still problems with KYC verification.

I made a deposit via Jeton, and they asked me for a bank statement, which I have sent them so many times.

They ask me for proof of one transaction from 17.02.2025, which was a withdrawal from another casino - Betalice. You can't receive a detailed transaction confirmation from Jeton, because on their statements, there is only the amount of the transaction and a date.

I tried to explain to Talismania that it isn't a top-up from my bank account, because I had quite a few withdrawals from different casinos. My last top-up from bank account to Jeton wallet was on 16.01.2025, which I also confirmed and sent them screenshots and bank statements.

They still request the one transaction of 479.90 euros, which was a withdrawal from Betalice.

I even sent them screenshots of all casino deposits and withdrawals from 02.2025, and they still didn't verify my account. Also asked Jeton team if they can provide me a detailed bank statement, and they said they don't have such an option.

Now I have 8576.50 PLN on the Talismania Casino account, and I am not able to withdraw it for almost 2 months.

Resolved

zł8,577

KYC and payment failure

Casino have not responded for my payout request made by 25.03 & 28.03 of 2800NOK+3000NOK.

Also failed to ask for KYC details from me, which I have uploaded through e-mail after a conversation with LiveChat about how to speed up process. I have asked them several times through mail and visit Livechat support department.

Resolved

kr5,800

Not following the bonus terms

Talismania took my money, 200,4€, after I completed the wager.

I won 56,08€ from free spins, which was added to me as bonus money. After completing the 40x wager, they took my balance down to 80€ from over 500€.

Bonus terms (section 7.16) say that the max withdrawal from no-deposit bonuses is 5x the bonus amount, so in my case, i should get 280,4€

Bonus terms (section 7.15) say that if I register and receive no-deposit free spins upon registration, the max withdrawal is 80€, but I have registered and deposited 18.6.2024. So clearly,y that rule isn't for my case.

Resolved

€280

Not giving chat copies

Talismania Casino doesn't give me chat copies, i need them for another complaint.
i have asked them multiple times from live chat and via email, but the answer is always same: you will get them to your email very shortly.

Also, their agents close the chats so quickly, that i don't have time for send the copy to my email

Resolved

Talismania doesn't pay me more than three days

I withdrew 500€ at 04/02/2025 at exactly 11:23:38 on site Talismania casino via skrill - I withdrew on their page, I am verified player, few months ago I also got VIP manager because I played a lot and reached last status of VIP lvls etc. and always got paid in MAX 3 days, now it has been more than 72 hours still nothing! Always when I write them on support chat they copy paste me same answers like they are bots- and they saying they are real people. They are saying they have some circumstance and they will process it as soon as possible, but I wrote them 5 times already and they were saying via chat that withdrawal is in max 3 business days, but nothing. Now they make other excuses. I also wrote one time on support email and for other questions and also on vip casino email and they ignored me. I want my fair and hard won money it is not fair that they doing this, I am sure it is part of tactics so players cancel withdrawals and spend money!!!!! Shame on them. Can you help me here? I attached 2 pictures which prove that I am verified as player and when I requested withdrawal.

Resolved

€500

Withdrawals keep getting delayed

Good evening.

I’m filing this complaint because of ongoing delays with my withdrawals. I've had some big wins in a few live casino sessions and won a lot of money. I started requesting withdrawals on November 29th, but as of today, 42 days later, I’ve only received around €1,500. It would take forever to withdraw all my money if the casino kept delaying my withdrawals.

My account is fully verified, and according to Talismania's terms and conditions, withdrawals should be processed within 3 business days. However, I have yet to receive my last three withdrawal requests from December 20th, 21st, and 22nd.

Given the casino’s monthly withdrawal limit of €7,000, I would like to ensure that I can receive this amount each month without further delays. I’ve contacted support multiple times, but the responses I’ve received are always the same, simply stating that there have been delays and that my withdrawals will be processed soon.

Thank you for your help. I look forward to hearing from you.

Best regards

Resolved

€36,472

Withdrawal delay without reason

good evening it's been a week since I requested a withdrawal of 1500 euros on talismania the sales department always has the same response and nothing is moving forward in fact they have exceeded the processing time of 3 days and this allows us to do deaf ears could you help me I'm at the end
I wish this casino to be recognized as dishonest

Resolved

€1,500

Misleading Bonus Terms and Inconsistent Justifications

Complaint Against Talismania

On September 4, 2024, I deposited 2000 NOK with Talismania, activating a 50% bonus promotion that explicitly stated the “bonus has no wagering requirements.” Following the terms, I attempted to withdraw 15,000 NOK over three days within the daily 5000 NOK withdrawal limit.

I have attached the original promotional email for reference. Please note that the email is in Norwegian, so I have provided the translated terms below:

• Offer available for 48 hours from activation.
• Bonus of 50% up to NOK 1,000.
• Minimum deposit required: NOK 200.
• Bonus has no wagering requirements.
• Maximum bet per spin or round: NOK 50.
• Bonus credited automatically upon activation.
• General terms and conditions apply.
• Limited to one reload bonus per player and restricted to players aged 18+.

Despite following these terms, Talismania initially reversed my balance, claiming a 5x withdrawal limit. This led to my complaint’s rejection on AskGamblers; however, this claim is also incorrect, as my bonus was a deposit bonus and not a “non-deposit bonus” to which the 5x withdrawal limit would apply.

After this initial rejection, Talismania then changed their stance, now claiming that my bonus required wagering—directly contradicting the promotional statement that the “bonus has no wagering requirements.”

As per Talismania’s Rule 7.1 on Bonuses and Promotions:
“From time to time we may offer promotional incentives to our customers, such as bonus funds, free spins, loyalty points and/or other special offers (referred to in these General Terms and Conditions as “bonuses” or “promotions”). Some promotions require you to make a deposit (the “associated deposit”) of a defined minimum amount in order to be eligible for the same. You understand and agree that such promotions have their own terms and conditions, in addition to these General Terms and Conditions. These are listed in the relevant sections of the Website. In case issues arise about the conditions of these promotions, bonuses and special offers, the relevant terms and conditions of the promotion in question will prevail over these General Terms and Conditions.”

This rule clearly states that specific promotional terms should override general bonus terms. In my case, the promotion I received from Talismania clearly stated the “bonus has no wagering requirements,” which should prevail over any conflicting general terms.

Additionally, I have lodged a formal complaint with Talismania’s designated complaint email on October 25, 2024. According to their response policy, I was supposed to receive a reply within 10 days, but as of today, November 12, 2024, they are now 8 days overdue with no substantive response despite multiple follow-up reminders.

I am submitting this complaint for re-evaluation, as Talismania’s inconsistent explanations and failure to respond to their own complaint process violate the terms I was offered and demonstrate poor customer service. I request that AskGamblers review this case in light of the updated evidence. I also have all the correspondanses from my emails and promotions in pdf but they are too big to attach, so i have provided screenshots of the important parts and i will happely send the pdf if that is required.

Thank you for considering my complaint.

Resolved

kr15,000