The player from Germany experiences issues with Talismania, where her account is blocked without a clear reason, and her three withdrawal requests of €800 each have been canceled. Despite contacting support for clarification, she receives no satisfactory answers regarding the alleged violation of terms and conditions.
Talismania Casino - Player's account has been closed, preventing withdrawals.
Talismania Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.4
Talismania Casino has a Safety Index of 8.4, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Opened
Current status
Waiting for Casino Guru to reply
6d 2h 3m 58s
Case summary
21 hours ago
Public
Visitor
Public
4 months ago
Translation
Hello, I registered with Talismania around the beginning of 11/24 and played mainly live blackjack from "PlayTech" there, sometimes also some slot machines, mainly "Book of Dead" and "Wolf Gold".
At the beginning I paid in 1000 EUR starting credit, but I did not activate a bonus. By the beginning of 12/24 I was able to increase my credit to around 2000 EUR and on 05 or 06.12.24 I risked a side bet on "Top 3" with a stake of around 70 EUR. I had also risked side bets on "Top 3" several times before, but they were unsuccessful. The bet on 05 or 06.12.24, on the other hand, was a complete success. The winnings from this bet were just over 13,000 EUR.
This had an impact on my future gaming behavior.
First, I requested two withdrawals of EUR 800 each. These withdrawals were also made to my account promptly. In the meantime, I continued to play with higher amounts, as I had now built up a decent buffer. My balance at Talismania decreased from around EUR 15,000 to around EUR 1,000. I almost lost it all. Main bets were sometimes won and sometimes lost, but the side bets I played were all lost. I often placed the maximum bet of EUR 100 on these, which is why my balance decreased significantly despite winning a few main bets.
In the middle of 12/24 I won another side bet, so my balance rose to around EUR 9000. After that I continued playing with higher stakes, just like after winning the first side bet. My balance decreased again until I won another side bet a few days later and my balance was then between EUR 13000 - EUR 14000. Then I played several EUR 50 spins on the "Book of Dead" slot machine. I thought to myself: "I'll keep spinning until I get to a round 1000," which in this case is EUR 13000. I won another EUR 4000 and with another EUR 50 spins on "Book of Dead" I reduced my balance to a round 17000 EUR.
I then requested another 3 withdrawals of EUR 800 each. However, these withdrawals took significantly longer to be processed by Talismania. During this time, I continued playing unsuspectingly. My balance was reduced to EUR 9000.
About 14 days after my withdrawal request, I was suddenly no longer able to log into my account. Instead, an error message popped up saying that my account was currently being checked.
I then contacted the Talismania support team via live chat and was informed that my account had been blocked by the administration's decision.
Since no reason was given to me in the live chat, I contacted support by email and asked for an explanation.
I was informed by email that I had violated the general terms and conditions, particularly point 9.1. I have read the general terms and conditions and I have no idea which of the points listed there I could have violated.
A few weeks later, I received three emails in which my three EUR 800 withdrawals from Talismania had been cancelled. When I contacted Talismania support again, the only response was the same statement as in the first email, that my account had been blocked by the administration's decision.
I am therefore turning to you with the request that you take care of the matter, as I consider Talismania's behavior to be a blatant violation of my rights.
Since I do not have access to my account, a lot of the information is memory information.
I have also attached my complete email exchange with the casino. If you need any further information, please feel free to contact me at any time.
Thank you in advance.
PS: I can't remember my username exactly anymore, as I have different account names on different websites and I can't log in anymore, so I can't find out right now. But I assume it will be either "Hexe*****", "Erik Spi****" or "E***".
Edited by a Casino Guru admin
Automatic translation:
Public
PR Assistant
Public
4 months ago
Hello Hexenshot,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Talismania Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account was ever fully verified?
- Did you claim any bonus at all in the casino?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Visitor
Public
4 months ago
Translation
I can't say for sure whether my account was fully verified. At least there were no deposit limits, which you usually have with accounts that aren't fully verified. In any case, I had to upload my ID card, etc.
I have actually activated bonuses before, but I have cancelled some of them or "played them out". In any case, I did not have any active bonuses running at the time of the blocking. So the €11,400 is real credit.
Attached are the email histories with the casino and the dates. I sent the last email on January 24, 2025.
Automatic translation:
Public
PR Assistant
Public
4 months ago
Hello Hexenshot,
Would it be possible to forward the communication with the casino as a forwarded e-mail (the most important ones only) rather than a PDF file?
Additionally, can you please advise if there's been any new update from the casino's side regarding this matter?
Looking forward to hearing from you.
Regards,
Nick
Public
PR Assistant
Public
4 months ago
Dear Hexenshot,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Visitor
Public
4 months ago
Translation
Hello,
sorry for the late reply.
Since then, there have been no updates from the casino.
To which email address should I send the forwarded emails, since I can't add it as an attachment here?
Automatic translation:
Public
PR Assistant
Public
4 months ago
Hello Hexenshot,
Sorry, forgot to add my e-mail address to my previous post - please send it to [email protected].
Regards,
Nick
Public
Visitor
Public
3 months ago
Translation
Hello,
I sent you the emails.
Greetings
Automatic translation:
Public
PR Assistant
Public
3 months ago
Thank you Hexenshot for all the information provided. I will now forward your complaint to my colleague Peter ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Complaint Specialist
Public
3 months ago
Hello there,
Thank you Hexenshot for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Talismania Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.
Thank you!
Public
Casino representative
Public
3 months ago
Dear all,
Thank you for contacting us.
We would like to inform you that the case is being reviewed by the relevant team, and you will be notified when there is an update.
Kind regards,
Talismania Casino Team
Public
Casino representative
Public
3 months ago
Dear Peter,
We would kindly request to check the reply provided via mail.If you have any additional questions, please contact us.
Thank you for your cooperation.
Kind regards,
Talismania Casino Team
Public
Complaint Specialist
Public
3 months ago
Thank you for providing me with the information Talismania Casino representative. I have responded to your email, and I await your response!
Dear Hexenshot, I will keep you updated about any new developments. Thank you for your patience during this time!
Public
Casino representative
Public
3 months ago
Dear Peter,
We would like to ask you to check the response provided by mail.
Thank you in advance.
Kind regards,
Talismania Casino Team
Public
Complaint Specialist
Public
3 months ago
Dear Hexenshot, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!
Public
Complaint Specialist
Public
2 months ago
Hello Hexenshot,
We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Public
Complaint Specialist
Public
2 months ago
Dear Hexenshot, I apologize for the delay in response however, I was out of the office due to an injury. From my last correspondence with the casino representative, you were accused of card counting. I have asked for additional evidence supporting this, but I have not received any further clarification. If the casino does not provide us with the evidence, I will be forced to close the complaint as unresolved. I will keep you informed about any new developments. Thank you for your patience during this time!
Public
Casino representative
Public
2 months ago
Dear Peter,
We kindly would like to inform you, that we requested further proof and waiting for a reply. Please be assured that we do our best to solve this case.
We will update you as soon as possible.
Thank you in advance for your patience and cooperation.
Kind regards,
Talismania Casino Team
Public
Casino representative
Public
2 months ago
Dear Peter,
We would like to ask you to check the response provided by mail.
Thank you in advance.
Kind regards,
Talismania Casino Team
Public
Complaint Specialist
Public
1 month ago
Dear Talismania Casino representative, I have responded to your email, and I await your response. Thank you in advance!
Dear Hexenshot, I will keep you updated about any new developments. Thank you for your patience during this time!
Public
Casino representative
Public
1 month ago
Dear Peter,
We would like to ask you to check the response provided by mail.
Thank you in advance.
Kind regards,
Talismania Casino Team
Public
Casino representative
Public
1 month ago
Dear Peter,
We would like to ask you to respond to the email we provided.
Thank you in advance.
Kind regards,
Talismania Casino Team
Public
Complaint Specialist
Public
1 month ago
Dear Talismania Casino representative, I have responded to your email.
Dear Hexenshot, I will discuss your case internally and update you about the situation as soon as I have any news. Thank you for your patience during this time!
Public
Casino representative
Public
1 month ago
Dear Peter,
We would like to ask you to respond to the email we provided.
Thank you in advance.
Kind regards,
Talismania Casino Team
Public
Complaint Specialist
Public
2 weeks ago
Dear Hexenshot, I apologize for the delay in response. Due to some internal issues, we weren't able to move ahead with the resolution of your complaint, but that should change soon. In the meantime, I want to ask if you have used any other channels for the resolution of your complaint or if there is any change in the situation from your side? Thank you in advance!
Public
Visitor
Public
2 weeks ago
Translation
I have not yet contacted any other channels or the authority that issued the gaming license for this casino.
Automatic translation:
Public
Casino representative
Public
1 week ago
Dear All,
We'll review this and get back to you as soon as possible.
Kind regards,
Talismania team
Public
Casino representative
Public
5 days ago
Dear all,
We’re truly sorry for the delay in our response. Please know that this request is currently being reviewed, and we’re doing everything we can to sort it out as quickly as possible. Thank you for your continued patience.
Best Regards,
Talismania Team.
Public
Casino representative
Public
4 days ago
Dear Hexenshot,
I hope this message finds you in good health.
Following a thorough review of your case, we are pleased to inform you that management has decided to proceed with your refund.
However, prior to this, we must complete the verification process.
We kindly ask that you provide proof of identity, which may include clear photographs of your passport, national ID, or driving license, accompanied by a selfie in which you are holding the aforementioned identification.
Additionally, we would be grateful if you could submit proof of address, such as a utility bill, bank statement (not in digital format), or a government-issued document, all in high-quality photo or PDF format (not scanned).
Furthermore, we request that you include a bank ownership confirmation from the bank used for the deposit, which should display your full name, the bank logo, IBAN, and BIC.
Thank you for your cooperation.
Kind regards,
Talismania Casino Team.
Casino Guru is examining the case
