Talismania Casino - La verificación de la cuenta del jugador se retrasa.

I have been trying to verify my account.

They have requested a bank statement from 10.10.2024 to 10.11.2024.

I have sent this PDF document to them twice.

It has not been accepted even though the PDF is in its original form.

In the chat, when I asked about this, they told me the file was edited and not in its original form.

The transaction history I've received directly from the bank, so the PDF is in its original form.

Olen yrittänyt vahvistaa tiliäni.

He ovat pyytäneet tiliotetta 10.10.2024-10.11.2024.

Olen lähettänyt tämän pdf tiedoston 2.kertaa heille.

Sitä ei ole hyväksytty vaikka pdf tiedosto on orginaali muodossa.

Olen chätissä kysyn asiasta, kertovat että tiedosto olisi muokattu eikä olisi orginaali muodossa.

Maksutapahtuma historian olen saanut suoraan pankilta joten pdf on orginaali muodossa.

Hello tinppa,

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 since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

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.

The first withdrawal was made on 31 October 2024, which was cancelled.

I have tried to confirm my account from 1/11/2024.

All other documents are accepted except the bank statement.

They claim that the bank statement is not in the original form, even though it was received directly from the bank.

I last spoke with them on 22.11.2024 in chat.

I asked why the document I sent has not been accepted.

The document has not been changed in any way and is in the original pdf format.

Ensimmäinen nosto tehtiin 31.10.2024 joka peruttiin.

Olen yrittänyt vahvistaa tiliäni 1.11.2024 alkaen.

Kaikki muut dokumentit ovat hyväksytty paitsi tiliote.

Väittävät ettei tiliote ole alkuperäisessä muodossa vaikka se on suoraan saatu pankilta.

Puhuin viimeksi 22.11.2024 heidän kanssa chätissä.

Kyselin minkä takia lähettämääni dokumenttia ei ole hyväksytty.

Dokumenttia ei ole muutettu millään tavalla ja se on alkuperäisessä pdf muodossa.

Hello tinppa,

Would it be possible to forward the communication between you and the casino regarding the verification of your account to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Dear tinppa,

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.

I sent you the documents by email.

I have been talking to the casino from time to time. The matter has not progressed very well. I do not receive a single statement from my own bank for a certain period. I have suggested to the casino that I email them several statements so that I can confirm.

Lähetin dokumentteja sähköpostissa teille.

Olen keskustellut kasino kanssa aikavälein. Ei ole asia oikein edennyt. Omalta pankiltani ei yhtä tiliotetta tietyltä ajalta saa. Olen ehdottanut kasinolle, että lähettäisin sähköpostiin heille useamman tiliotteen, jolla voin vahvistaa.

Thank you tinppa for the provided communication.

Did the casino ever specify which part of the document is edited by their opinion.

If it's not an issue, please forward the PDF to my e-mail address as well for further review.

Awaiting your response.

Regards,

Nick

Dear tinppa,

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.

We’ve reopened this complaint at the request of tinppa. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I hope that Talismania Casino will take part in handling the matter. I have sent them the document they need from the period from which it is possible to send it. The casino has not previously accepted the document because it was edited. The document was received directly from the bank clerk. S-bank does not have a bank statement from a certain period to choose from, but the only possible thing you can get is a payment transaction history from a certain period, which you have to ask the clerk. The document shows all the necessary information that is required. We hope that the casino will be able to accept this document. There must be some solution to the situation. There is €2,350 in winnings waiting for withdrawals in the account.

Toivon, että Talismania kasino osallistuisi hoitamaan asiaa. Olen lähettänyt heille tarvitseman dokumentin ajalta, jolta on mahdollista se lähettää. Kasino ei ole aiemmin hyväksynyt dokumentti syystä, että se olisi muokattu. Dokumentti on saatu pankki virkailijalta suoraan. S-pankissa ei ole olemassa valittavissa tietyltä ajalta olevaa tiliotetta, vaan ainoa mahdollinen mitä voi saada on tietyltä ajalta maksutapahtuma historia mikä pitää virkailijalta kysyä. Dokumentissa näkyy kaikki tarvittavat tiedot mitä vaaditaan. Toivomme, että kasino pystyy hyväksymään tälläisen dokumentin. Tilanteelle on oltava jonkulainen ratkaisu. Tilillä on 2350€ voitettuja rahoja odottamassa nostoja.

Thank you tinppa for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello tinppa,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite Talismania Casino to join the conversation.

Dear Talismania Casino,

Can you please provide us with an explanation of why the document the player provided in regard to their bank account transactions was not accepted? What other documents the player need to provide for finalising the KYC process?

Hello tinppa,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Talismania Team

Dear tinppa,,

Kindly asking you to provide us with a bank statement for October of your other bank account, which you have used to charge your account before the deposit.

Thank you for understanding and have a great day.

Best Regards,

Talismania Team

I sent the bank statement to your email.

Lähetin tiliotteen teidän sähköpostiin.

Dear tinppa,

Kindly asking you to provide us with a bank statement for October of your other bank account, which you have used to charge your account before the deposit it is mentioned in your provided statement as "oma tilisiirto".

Thank you for understanding and have a great day.

Best Regards,

Talismania Team

That is the account from which the transfer was made.

Tuo on se tili jolta kyseinen siirto on tehty.

Dear tinppa,

Could you kindly confirm whether you have submitted the requested bank statement from your second account to the casino team?

Yes I am

Kyllä olen

Dear Talismania Team,

I would appreciate it if you could provide an update on the status of player verification and the timeline for processing withdrawals.

Dear tinppa,

Kindly asking you to provide us with a bank statement for October of your other bank account, which you have used to charge your account before the deposit, it is mentioned in your provided statement as "oma tilisiirto".

Please check your statement and provide the needed documentation. Thank you.

Best Regards,

Talismania Team

Dear tinppa,

I was under the impression that you had provided the casino team with the requested bank statement from your second account marked as "oma tilisiirto."

Can you please either confirm you have sent this or please explain why this was not received by the casino team?

Please send this (again) to the casino team at your earliest convenience and include my email, michal.k@casino.guru in the "Cc" so that I can keep track of this.

Dear tinppa,

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.

Hi

I now sent the bank statement again to Talimania's email and added Michal's email to the conversation.

It is clearly visible on the bank statement (own transfer). The account I have been playing with must have had money already, but I have added more money from another account to the account I was playing with.

Moi

Lähetin nyt tiliotteen uudestaan Talimanian sähköpostiin ja lisäsin Michalin sähköposti keskusteluun.

Tiliotteessa näkyy selvästi (oma siirto). Tilillä jolla olen pelannut on ollut varmasti rahaa valmiiksi, mutta olen lisännyt toiselta tililtä lisää rahaa tilille jolla pelasin.

Dear tinppa,

Thank you for your response and for adding me to the email conversation. I look forward to the Talismania team's response regarding the latest bank account statement.

Dear tinppa,

Kindly be advised that we did not receive email regarding "oma tilisiirto" bank statement for October and we need this information to be provided in order to complete the verification.

Kindly asking you to provide us with a bank statement for October of your other bank account, which you have used to charge your account before the deposit, it is mentioned in your provided statement as "oma tilisiirto".

Please check your statement and provide the needed documentation. Thank you.

Best Regards,

Talismania Team

Dear tinppa

I believe the casino team has asked you to submit the bank statement from your other account related to the transactions highlighted in red:

Please provide the requested bank account statement from October 2024 to the casino team at your earliest convenience. Also, please make sure to leave my email address in the "Cc"

Dear tinppa,

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.

Dear Talismania Team,

It seems that the player has submitted the bank account statement you requested. Could you kindly update us on whether this was the final hurdle to complete the player verification?

Dear all,

Kindly be advised that we did not receive email regarding "oma tilisiirto" bank statement for October and we need this information to be provided in order to complete the verification.

Kindly asking the player to provide us with a bank statement for October of your other bank account, which he have used to charge his account before the deposit, it is mentioned in your provided statement as "oma tilisiirto".

Best Regards,

Talismania Team

Dear Talismania Team,

The player has sent you the "oma tilisiirto" bank statement for October related to the account ending in 3220.

Kindly review it and inform us if this was the final "obstacle" in moving forward with the player's verification process.

Dear Michal,

As we checked the provided details from the customer we did not receive email regarding "oma tilisiirto" bank statement for October and we need this information to be provided in order to complete the verification.

Kindly asking the customer to provide us with a bank statement for October of your other bank account, which he have used to charge your account before the deposit, it is mentioned in your provided statement as "oma tilisiirto".

Best Regards,

Talismania Team

Dear Talismania Team,

I have forwarded you the bank account statements I received from the player Tino, pertaining to both player bank accounts, including the "oma tilisiirto", from my email (michal.k@casino.guru) to your email (support@talismania.com).

Dear Michal,

Can you please provide the needed information into the email we have sent you?

Thank you.

Best Regards,

Talismania Team

Dear Talismania Team,

I have replied to your email with the bank statements attached. Kindly review it and inform us if this clarifies the situation or if you require any further evidence from the player.

Dear Michal,

Thank you for the provided documents.

We forwarded all information to the relevant department which will review it in the nearest time.

Once we have further updates we will share them as soon as possible.

Thank you.

Best Regards,

Talismania Team

Dear all,

Kindly be advised that in the provided bank statement there is no visible transaction for the 1050 EUR which he received on his ***3220 IBAN.

If customer has another bank account, he should provide a statement of it for the month of October 2024 (10.2024) with this transaction visible going to his other bank account.

Best Regards,

Talismania Team

Dear tinppa,

Please provide the casino team with the requested bank account statement as mentioned above to finally move on with this case.

Dear tinppa,

I recognize that this situation has persisted for quite some time, and it may have appeared to you that the casino team was making unnecessary demands of you.

However, to comply with regulatory requirements (KYC and AML policies), the casino team must verify certain documentation, and providing these is a crucial step in completing your account verification.

Despite my efforts to assist you to the best of my ability, the gradual absence of your cooperation in providing the requested documents has led us to a point where I can no longer advance your case, and regrettably, I must close it as rejected.

If you’re able to provide the required documents in the near future, please don’t hesitate to reach out, and we’ll be happy to reassess your case. However, please note that we might not be able to help you with cases older than 6 months since the issue occurred or since your case was closed.

Best regards,

Michal

Casino Guru