Talismania Casino - El retiro del jugador se retrasa.

Before I have to wait several months and risk further losses of my balance through active gambling, I would like to speed up the process with this complaint, as it has obviously led to some such complaints.

Since I can conclude from other similar complaints that contacting support via email is a waste of time, I will refrain from doing so.

The support in the casino's live chat simply informed me that there are currently a lot of withdrawal requests, which I wouldn't be surprised about given this memorable cash out system, that there is a shortage of staff in the finance department and that there may be delays and how sorry they are, that they regret it and can completely understand it, sometimes the chat is simply ended by customer support while I'm typing.

During the entire withdrawal process, which has now lasted almost two weeks, I receive emails from the casino informing me of my high coin account (currency that you get through active gaming) and using these leads to the withdrawal request being aborted. What is one to think?

However, to get back to the point, I would like the casino to stick to the 3 business days you specified for processing withdrawal requests and process my withdrawal, especially since the workload has now been halved.

Bevor ich mehrere Monate warten muss und weitere Verluste meines Guthabens durch aktiven Spielens riskiere, möchte ich den Prozess mit dieser Beschwerde beschleunigen, da es sichtlich in einigen derartigen Beschwerden auch dazu führte.

Da ich aus anderen derartigen Beschwerdefällen schließen kann, dem Support per E-Mail zu kontaktieren reine Zeitverschwendung ist, verzichte ich darauf.

Der Support im Live Chat des Casinos wies mich lediglich drauf hin, dass es entweder aktuell viele Auszahlungsanfragen gibt, was mich bei diesem denkwürdigen cash out System nicht wunder würde, Personalmangel in der Finanzabteilung herrscht und es zu Verzögerungen kommen kann und wie sehr es ihnen leid tut, sie es bedauern, sowie vollkommen nachvollziehen können, teilweise wird der Chat einfach vom Customer support beendet, während ich am tippen bin.

Anbei bekomme ich während des gesamten Auszahlungsprozesses, welcher jetzt fast zwei Wochen anhält, E-Mails vom Casino in welchen ich auf mein hohes Münzkonto hingewiesen werde (Währung, welche man durch aktives Spielen bekommt) das nutzen dieser führt zu Abbruch der auszahlungsanfrage. Was soll man da denken.

Allerdings um auf den Punkt zurückzukommen möchte ich, dass sich das Casino an Ihren angegebenen 3 Werktagen zur Bearbeitung von Auszahlungsanfragen hält und meine Auszahlung bearbeitet zumal der Arbeitsaufwand nun schon halbiert wurde.

Dear pknn1807,

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.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Thank you for accepting my case.

I have already made two successful withdrawals.

Application submitted on 14.02, payment received on 18.02, and

Application submitted on February 19th, payment received on February 23rd.

Open applications from February 20th, 21st and 23rd

I haven't had to do any KYC verification yet.

According to the casino, no KYC verification is necessary.

My winnings were without an active bonus. It's all real money.

Best regards

Danke für die Annahme meines Falls.

Ich habe schon zwei erfolgreiche Abhebungen vorgenommen.

Antrag am 14.02 aufgegeben, Auszahlung am 18.02 erhalten, sowie

Antrag am 19.02 aufgegeben, Auszahlung am 23.02 erhalten.

Offene Anträge vom 20.02, 21.02 und 23.02.

Ich musste bisher keine KYC Verifizierung durchführen.

Es sei keine KYC Verifizierung notwendig laut Casino.

Meine Gewinne waren ohne aktiven Bonus. Es geht ausschließlich um echtes Guthaben.

Mit freundlichen Grüßen

Thank you for your reply, pknn1807. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

I received my last successful payout on February 23rd.

Processing time for these was 4 days (19.02-23.02)

Via bank transfer.

I have also chosen the same method for my current withdrawals. Via bank transfer.

I don't use any other method.

Meine letzte erfolgreiche Auszahlung habe ich am 23.02 erhalten.

Bearbeitungszeit für diese waren 4 Tage (19.02-23.02)

Via Banktransfer.

Ich habe auch für meine derzeitigen Auszahlungen dieselbe Methode gewählt. Via Banktransfer.

Ich nutze keine andere Methode.

Is there anything else coming?

The withdrawal requests have still not been processed.

Kommt noch irgendwas?

Die Auszahlungsanfragen wurden noch immer nicht bearbeitet.

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear pknn1807,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.