Talismania Casino - La cuenta del jugador ha sido cerrada sin respetar la autoexclusión.

Hello,

I would like to file a complaint because the casino did not comply with my self-exclusion due to gambling addiction.

Request for closure due to gambling addiction submitted on January 19, 2025.

I received a response on January 19, 2025, and I responded on January 19, 2025, confirming that I agree to the closure. I should confirm the closure because the balance and bonus money will then expire.

The email history is available.

Since the casino has not complied with my self-exclusion even though the site states that in case of self-exclusion the account will be closed within 24 hours, I have lost 10322€

on the site. I would like to request my money back. My account was finally closed on March 10, 2025.

Hallo,

ich möchte eine Beschwerde einreichen da das Casino meinem Selbstausschluss wegen Spielsucht nicht nachgekommen ist.

Anfrage zur Schließung wegen Spielsucht am 19.01.2025 gestellt.

Antwort am 19.01.2025 erhalten und diese wurde auch am 19.01.2025 Uhr von mir beantwortet das ich der Schließung zustimme. Sollte die Schließung bestätigen da Guthaben und Bonusgeld dann verfallen.

Der Emailverlauf ist vorhanden.

Seitdem das Casino meinem Selbstausschluss nicht nachgekommen ist obwohl auf der Seite steht das bei Selbstausschluss das Konto innerhalb von 24 Stunden geschlossen wird habe ich 10322€

auf der Seite verspielt. Diese möchte ich zurückverlangen. Am 10.03.2025 wurde schließlich mein Konto geschlossen.

Dear sChuLziii,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@talismania.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hey, I have forwarded all the emails I exchanged with support to you.

Hey, ich habe alle Emails die ich mit dem Support ausgetauscht habe an Sie weitergeleitet.

Did you receive my emails?

Haben Sie meine Emails erhalten?

Thank you very much, sChuLziii, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) 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.

Should I resend all emails? Or did you forward them?

Soll ich alle Emails erneut schicken? Oder wurden diese von Ihnen weitergeleitet?

Hello sChuLziii, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. No need to resend anything, all the evidence provided by you has been uploaded within the case file.

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 possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

Hey, I'm sending you photos of the emails again with the date and time shown.

Hey, ich schicke dir nochmal Fotos der Emails wo Datum und Uhrzeiten dargstellt sind.

Unless it's new evidence you have not presented to my colleague Kristina before, you don't have to send it again. As I said, everything has been uploaded amongst the case files and I have already reviewed it. :)

Sorry, I've already sent everything 😉 twice is better 😛

Sorry, hab jetzt schon alles geschickt 😉 doppelt ist besser 😛

Hello sChuLziii,

We are sorry to hear about for your experience.  

We have forwarded your request to the relevant team and we would try our best to help you in this situation and provide you with an update at the earliest as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,

Talismania team.

Hey, I've contacted support several times via email about this issue. I haven't received any response yet.

Hey, ich habe mich mit dem Anliegen auch mehrmals per Email an den Support gewendet. Bisher keine Rückmeldungen erhalten.

Thank you for the response, Talismania team. While waiting for the resolution regarding the refund, could you at least close the account and confirm it will not be possible to re-open it, or re-register with the same details?

Dear sChuLziii, from my experience, there is no point talking to the live chat about this issue, as these things needs to be handled by the casino's complaint team and/or management. Live chat agents are there to answer basic questions and help with simple issues - for anything above that they have no access to the needed information and thus can't give you any kind of satisfactory reply.

Hey Matej, thanks for the feedback. I'll wait for the casino's response. I've also opened another complaint about a different site, but it's run by the same provider. They're having the same problem.

Hey Matej, danke für die Rückmeldung. Ich warte dann mal auf die Antwort des Casinos. Zudem habe ich eine weitere Beschwerde eröffnet wo es sich um eine andere Seite handelt die aber vom gleichen Anbieter geführt wird. Dort gibt es das gleiche Problem.

Hello all,

We would like to inform you that the account was closed on 11th March, 2025.

We would like to bring this to your attention that :- sChuLziii had deposited 8,272.20 EUR and withdrawn a 2,000 within the time frame. (January 21st to March 11th)

Therefore, we are only liable to pay 6,272.20 EUR. For which we have already requested sChuLziii to share the bank details via email.

Waiting for our update.

Best regards,

Talismania team.

Hello, I have provided my bank details via email.

Hallo, ich hab meine Bankdaten per Email mitgeteilt.

This is great news, and I would like to thank the Talismania team for looking into this issue for us. Could you please confirm that the account has been closed and all the marketing communication will cease?

Dear sChuLziii, please let us know once you receive the refund and whether it means that the complaint is resolved to your satisfaction. Thank you.

The account is closed. I will let you know as soon as I receive the refund.

Das Konto ist geschlossen, sobald ich die Rückzahlung erhalten habe gebe ich Rückmeldung.

We can close the complaint. Everything worked out.

Können die Beschwerde schließen. Hat alles geklappt.

Dear sChuLziii,

I am very happy to hear that your issue has been resolved, and would like to thank Talismania Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I 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.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, 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/casino.guru. 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

Casino.Guru