Talismania Casino - プレイヤーの自己排除に失敗しました。

On 23 August 2024 i made a request for permanent self exclusion(for reasons of addiction, as i explained to the support team) that was succesfully fulfilled from support team of Talismania.On 08 February 2025, after receiving advertising mails and bonus offers mails from Talismania, i noted that i could have access to my account(the same account,did not make another account).I made deposits, unfortunatelly for me, loosing more or less 2000-2500Euros.Isn't it a violation of term of self exclusion all these?

I also try to communicate with the support team for at least 1week,explaining the facts and re-asking for self exclusion, receining, still, no answer.

What can i do?Could you help me?

Dear Christos_min,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are facing with Talismania. To better understand your situation and assist you effectively, could you please clarify the following:

• Could you please forward me the entire emails between you and the casino regarding the self-exclusion of your account from 23 August 2024 (not just screenshots)? My email address is veronika.f@casino.guru.
• On 8 February 2025, could you log into your account without reactivation, or did you have to contact customer support to reopen your account?
• When was the last time the casino communicated with you?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

On 8 February 2025 i could get access to my Talismania account directly and instantly, without being asked for any reactivation.

The last time the support team communicated with me was on 11 March 2025 due to a withdrawal issue.

Still receiving bonus offers mails.

Thank you very much, Christos_min, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Christos_min, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Talismania Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

Dear Christos_min,

We would like to kindly extend our sincere apologies for your account reopening.

We would like also to confirm that your account has been permanently closed without the possibility of reopening.

We wish you all the best for your future activities.

Kind Regards,

Talismania Casino Team

So if there was a mistake by Talismania isn't it fair to get my money back?I mean the money i lost after re-accessing my account?

Dear Talismania Casino Team, thank you very much for closing the account. Could you please have a look at the player's cashier history and let us know if you would consider a refund of the deposits (minus any winnings and withdrawals) that were made during the time of the reopening?