Beschwerde #42
Talismania Casino
Misleading Bonus Terms and Inconsistent Justifications
vor 1 Jahr
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.
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.
Screenshot
