Talismania Casino - 플레이어는 우승 상금을 아직 받지 못했습니다.

On 06/03/24, I requested a withdrawal of 500.00, and on 06/04/24, I made another withdrawal request of 500.00. Since that day, I have been going through the verification process. The casino's verification page keeps requesting the same documents repeatedly. This has been going on for over a week. Despite multiple inquiries both in live chat and with the KYC department, I keep receiving the same reassurances. In my opinion, this verification is a form of harassment. For example, they requested a selfie with the website loaded in the background on a laptop, and later during a live chat session, they asked for my ID again, as if the selfie was invalid because no ID was visible. However, I had already sent a selfie with my ID previously. This feels like a stalling tactic. After asking again today and receiving the same responses, I'd like to formally submit a complaint regarding my withdrawal requests.

P.S. I have saved live chat transcripts in my emails, and a live chat employee mentioned that my case has been escalated and that I would hear from the KYC department this week. But that has not happened.

Ich habe am 03.06.24 eine Auszahlungsanfrage von 500,00 gestellt und am 04.06.24 eine Auszahlungsanfrage von 500,00 gestellt und seit diesem Tag bin ich bis heute am Verifizieren. Auf der Casino Verifizierungsseite kamen immer wieder die gleichen Anforderungen von Dokumenten zurück und so geht das Spielchen seit über einer Woche. Auf mehrmaligen Anfragen sowohl im Live Chat als auch im KYC kamen immer wieder vertröstende Worte und meiner Meinung nach ist das Verifizierungs Schikane. Beispiel Anforderungen. Selfie mit geladener Webseite am Laptop im Hintergrund und später im Live Chat nach der ID fragend, als wäre das Selfie als Anforderung ungültig, da kein Ausweis zu sehen war. Ich habe aber vorher ein Selfie mit Ausweis geschickt. Dies nur am Rande. Mir erscheint das Ganze als Hinhaltetaktik und auf heutigen nochmaligen Nachfragen die gleichen Antworten kamen, möchte ich gern eine Beschwerde diesbezüglich auf meine Auszahlungsanfragen einreichen.

P.S. Ich habe Live Chatverläufe in meinen Emails gespeichert und es wurde bereits von einer Mitarbeiterin des Live Chats die Aussage getroffen, dass dieser Fall eskaliert ist und ich werde diese Woche vom KYC diesbezüglich hören was aber nicht der Fall war.

Dear yvoda80,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear yvoda80,

Have you received your withdrawal from the casino yet?

No, I didn't, they wanted documents again and it is still being checked.

nein habe ich nicht die wollten wieder dokumente haben und es wird noch immer geprüft.

You wrote 14 days after...but they don't even want to verify me even though everything was sent properly. Do you initiate the process after verification or at what point?

Sie haben geschrieben 14 Tage nachdem...Aber die wollen mich ja nicht einmal verifizieren obwohl alles ordnungsgemäß geschickt wurde. Leiten Sie ab der Verifizierung Wege ein oder ab welchen Zeitpunkt?

Good morning

The game continues, they want all the documents again. I don't know what to do anymore. But I don't want to give the money away.

Guten Morgen

Das Spiel geht weiter die wollen wieder alle Dokumente haben ich weiß nicht mehr was ich machen soll ich. Woll aber das Geld nicht verschenken.

Thank you very much for your reply, yvoda80. Could you 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 yvoda80,

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.