Talismania Casino - 플레이어의 출금 요청이 취소되었습니다.

On August 18, 2024, I deposited €250 at the casino and successfully wagered the welcome bonus. I had €1,190 remaining in my account to withdraw. I verified my account the next day to withdraw the money. I checked the site and saw that my account was verified, so I submitted a withdrawal request on August 19, 2024. A couple of days later, I received an email stating that my withdrawal requests had been canceled. I went to the casino's live chat to ask why my withdrawal was canceled, and they told me that my account verification is still pending and their team would contact me once my account is verified (even though the verification page showed that my account was already verified). I tried resubmitting the withdrawal requests, but they were canceled again a couple of days later. This time, they said there were issues with the payment provider. I decided to try submitting the withdrawal requests again, but through a different payment method. They canceled my withdrawal again, so it's clear that they keep coming up with different excuses to cancel my withdrawals. I would appreciate your help, as the situation seems quite desperate. I have been trying to communicate with the casino and resolve this matter up to this day. The timeframe in question is from August 19, 2024, to September 1, 2024.

Talletin kasinolle 18.8.2024. 250€ ja sain welcome bonus rahat kierrätettyä. Minulle jäi nostettavaa rahaa pelitilille 1190€. Vahvistin tilin heti seuraavana päivänä, jotta saisin rahat ulos. Katsoin sivulta, että tilini oli vahvistettu, joten laitoin nostopyynnön menemään 19.08.2024. Parin päivän päästä sain sähköpostilla viestin, että nostopyyntöni ovat peruttu. Menin kysymään casinon live chatista, miksi nostoni oli peruttu, ja he sanoivat minulle että tilini vahvistus on vielä kesken, ja heidän tiimi ottaa minuun yhteyttä kun ovat vahvistaneet tilini (vahvistus-sivulla kuitenkin näkyi että tilini oli jo vahvistettu). Koitin sitten laittaa nostopyynnöt uudestaan ja ne peruttiin taas parin päivän päästä. Tällä kertaa sanoivat että maksupalveluntarjoajalla on ongelmia. Päätin sitten kokeilla vielä uudestaan laittaa nostopyyntöjä, mutta tällä kertaa eri maksupalvelun kautta. He peruuttivat nostoni taas, joten on hyvin selvää että heillä on erilaisia tekosyitä peruuttaa nostoni. Kaipaisin teidän apua, kun tilanne vaikuttaa todella epätoivoiselta. Olen yrittänyt tähän päivään saakka jutella kasinon kanssa ja saada asian selväksi. Aikaväli siis 19.08.2024 - 1.9.2024.

Dear paterson,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• What was the casino's recommendation for you when you attempted to withdraw your winnings?
• Is any withdrawal request currently pending in your account?
• Could you please share your communication with the casino after they informed you about issues with the payment provider? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Hi, I don't currently have a single withdrawal request pending.

I'm not sure what you mean by casino recommendation for withdrawal?

At least I know that the casino asked me to withdraw using the same payment method I used to deposit. And I did as asked.

Unfortunately, I can no longer receive pictures from previous conversations where the payment service provider's problem was mentioned. But here are pictures of the new conversations I had with them.

I could only put 5 pictures here, how can I send you the rest?

Hei, minulla ei tällä hetkellä ole vireillä yhtäkään nostopyyntöä.

En ole varma mitä tarkoitatte kasinon suosituksella kotiutukseen?

Tiedän ainakin sen että kasinolla pyydettiin kotiuttamaan samalla maksutavalla jolla talletin. Ja tein niin kuin pyydettiin.

Valitettavasti en saa enään kuvia aikaisemmista keskusteluista jossa mainittiin maksupalveluntarjoajan häiriö. Mutta tässä kuvia uusista keskusteluista joita kävin heidän kanssaan.

I could only put 5 pictures here, how can i send you the rest?

Heres the rest of the pictures. He asked me to make a withdrawal and he said it looks to be okay so ill have to wait 3 days for them to approve it.

Thanks for your reply.

Were your withdrawal request successful this time?

Please let me know.

My withdrawal was canceled anyway.

Nostoni peruttiin silti.

Thank you very much, paterson, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi paterson,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Talismania Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Can you confirm if the player's account is fully verified or if verification is still pending? What are the reasons for the withdrawal requests to be canceled?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi, when I checked the casino page, the confirmation section had changed. It now read there that I don't need any confirmations. I put in a €500 withdrawal request. The withdrawal was accepted later and I got the first €500 out of the casino. Now I also put the rest of the money in a withdrawal and I hope to get it out of the casino as well.

Hei, kun tarkistin kasinosivun, vahvistusosio oli muuttunut. Siellä luki nyt että en tarvitse mitään vahvistuksia. Laitoin 500€ kotiutuspyynnön. Kotiutus hyväksyttiin myöhemmin ja sain ensimmäisen 500€ ulos kasinolta. Nyt laitoin loput rahat myös nostoon ja toivon että saan ne myös ulos kasinolta.

Hi paterson, thank you for the updates. How much is pending now? I hope it will work for you, please, let me know if your withdrawal will be successful.

There is currently a total of €690 left in the withdrawal.

Nostossa on tällä hetkellä yhteensä loput 690€.

Dear paterson, have you received your withdrawal? If there has been no update, I'll try to contact the casino representative again.

Hi, I was able to withdraw all the money from the casino 🙂

Hei, sain nostettua kaikki rahat ulos kasinolta 🙂

Dear paterson,

I'm glad to hear that your issue has been resolved, consequently, your complaint will be marked as "resolved" in our system. Thank you for 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. 

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, 

Natalia

Casino.Guru