Talismania Casino - 플레이어가 폐쇄된 계좌에서 상금을 공제하는 데 이의를 제기했습니다.

I am filing a complaint against Talismania Casino for misleading bonus terms, unfair deduction of winnings, and failure to resolve my issue despite multiple attempts.

Details of the Issue:

• On September 4, 2024, I deposited 2000 NOK and activated a 50% bonus promotion. The promotional terms clearly stated, "the bonus has no wagering requirements."

• I played according to the terms and reached a total balance of 15,000 NOK. I attempted to withdraw this in increments of 5,000 NOK daily, following the casino’s withdrawal policy.

• On September 12, 2024, my balance was reduced to 2000 NOK, and Talismania added a new bonus of 1000 NOK without my consent.

Shifting Explanations:

1. Initially, Talismania claimed my winnings were subject to a 5x withdrawal cap, which does not apply to deposit bonuses like mine.

2. Later, they claimed the bonus required wagering, contradicting the promotion’s terms.

3. Finally, they stated the bonus was a sticky bonus but admitted it was faulty and released incorrectly to my real balance.

Unresolved Complaints:

• I submitted a formal complaint to Talismania’s official complaint email on October 25, 2024, but I have not received a response, despite their stated 10-day policy.

• Additionally, PAGCOR confirmed in writing that Talismania is not licensed under their jurisdiction, making their licensing claims false and misleading.

Disputed Amount:

I am disputing 13,000 NOK, which represents the deducted amount from my balance.

Resolution Sought:

I request Casino Guru’s assistance to:

1. Ensure Talismania honors their promotional terms and returns the 13,000 NOK deducted.

2. Hold Talismania accountable for misleading promotions and failure to handle complaints properly.

Thank you for your assistance!

all my evidence is in pdf and too big to add here, i am happy to send it on email if possible

Dear JKelvinN,

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.

Could you specify the bonus you used and share the bonus terms mentioning no wagering requirements?

Did you play casino games or place sports bets?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have sendt you an email of what you asked for. Also the bonus was a slot bonus

Dear JKelvinN, did you fulfill any wagering requirements for the deposit associated with your bonus?

Did you receive the weekly reload bonus through the shop's bonus coins exchange, or in the bonus crab, or was it offered via email?

The bonus was a no wagering bonus as per the promotion i recived, and i recived the bonus in a promotion on wmail

Dear JKelvinN, some casinos require deposit wagering of 1x, and some 3x, but you can find casinos with even higher wagering requirements for deposited money.

Could you forward me the full email containing the bonus offer? My email address is dominika.l@casino.guru.