Good afternoon.

I’m filing this complaint because of the casino keeps delaying 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, 60 days later, I’ve only received around €3000. It would take forever to withdraw all my money if the casino kept delaying my withdrawals(unfairly).

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 January 15th,16th, and 17th.

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.

Dear lac29,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

They have been delaying my withdrawals since November. Their monthly withdrawal limit is 7000 Euros per month, but as they kept delaying every withdrawal I only received around 3000 in 2 months.

They are not following their own T&C as they say withdrawals are paid within 3 business days. It took around a month or so to receive any withdrawal I requested. It will take forever to receive the active balance that I have if they keep delaying..

Dear lac29,

Can you please advise when was the last time you received a payout from the casino?

Additionally, can you please provide a screenshot of your withdrawal from your casino tab?

Looking forward to hearing from you.

Regards,

Nick

Hi, the last payout I received was on the 15th of January(I withdrew the money on the 20th of December, so almost a month later..). Here's a screenshot of one of my 3 active withdrawals.

Dear lac29,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi, I received the money 16 days after I withdrew it(on the 31th of January). They keep delaying every single withdrawal for 2-3-4 weeks despite their T&C say they are processed within 3 business days.

I should be able to withdraw at least 7K Euros per month(unless they prefer to pay me more but I doubt that) but in January they only sent me around 2.9K.

If they can provide a payment plan and pay me 7K Euros each month that would be cool, otherwise I'm going to have to keep complaining as they unfairly delay withdrawals..

Thank you lac29 for all the information provided. I will now forward your complaint to my colleague Matej ([email protected]) who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hello lac29, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payouts. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Talismania Casino to join the conversation and participate in the investigation of this case as well.

Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

the issue has been resolved, thanks!

Dear lac29,

I'm glad to hear that your issue has been resolved, and would also like to thank the casino for speedy resolution. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Matej Lawson 

www.kpvfaw.com