KYC and payment failure

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 >

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.

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.

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.

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