Talismania Casino - Проверка аккаунта игрока задерживается.

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