Casino canceled my withdrawal request that was pending for a long time, closed my account and didn't return my deposited amount of 300EUR. I started playing in this casino in January 2025. This was my first winning, which was accumulated with my deposit and bonus. This was my fourth deposit, previous 3 deposits, totaled 650 EUR were lost. I deposited a total of 950 EUR in the casino. My account was verified successfully, I provided all requested documents but withdrawal was pending since February. Some days ago casino decided to close my account because of breaching their terms. I contacted them via email to get more details regarding more details because it is unclear for me what exactly was considered as breach but didn't get any reply yet.

Dear Kianis,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that the casino didn't specify which rule you breached? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Kristina,

I am focused on slots.

I didn't get clear explanation from the casino.

Email is shared with you.

Thank you for your reply, Kianis. I noticed that the casino informed you you breached the point 7.19. I checked the General T&Cs and I found this:

7.19 It is strictly prohibited to engage in any promotion abuse. This includes, but is not limited to:

• any and all minimum risk strategies, for example, low risk roulette bet (any bet spread combination on roulette games covering 24 (twenty-four) or more of the 37 (thirty-seven) unique spots on the table);
• placing individual bet amounts greater than 5 (five) EUR before wagering is met;
• moving from low weighted or un-weighted games (in the context of contribution to wagering requirements) to a high weighted game after large wins for the purpose of clearing wagering requirements;
• from high risk betting to low risk betting after a big win, for the purposes of clearing wagering requirements;
• two-tier betting;
• playing games with an active bonus to build up value, converting the bonus and then cashing out the accumulated value afterwards - for example by starting and delaying a game round, bonus feature, and completing this after meeting bonus wagering requirements, losing a bonus or with a subsequent deposit;
• other strategies, taking advantage of any software, bug or failure, or participating in any form of activity that we, in our sole and absolute discretion, deem to be abusive.

Could you please let me know if you played using any of the mentioned strategies or if you placed bets over €5 while your bonus was active?

Hi Kristina.

Once I made a deposit, I played only one game with 5 EUR bet only.

I got the winning on my real money, that goes first.

In that casino It was possible to cancel active bonus and withdraw my real money, so I canceled the bonus and did not played with it at all.

Later I spotted that in order to withdraw I need to wager my deposits amount, which I did on some randome game.

In general I did not played with bonus and did not placed bets over 5 EUR

Thank you very much, Kianis, for your cooperation. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, Kianis!

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.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kianis,

We kindly request you to please share the requested details via email which we have sent you few minutes ago. So we can help you further accordingly.

Waiting for your details.

Best regards,

Talismania team.

Hi everone,

I sent the requested details in response to the email.

Thank you for contacting me.

Hi Kianis,

Have you received any news from the casino?

Hi everyone.

I received the funds, thank you for your help.

I asked for a confirmation, but for some reason, Talismania casino has not confirmed it yet. Anyway, they refunded all my winnings, thanks again.

Dear Kianis,

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/www.kpvfaw.com, 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.

Best regards,

Pavel Kaczynski

www.kpvfaw.com