Talismania Casino - Begäran om stängning av spelares konto ignorerades.

Hello, I'm from Germany and I have a problem with Talismania.

I hope you can help me.

This year I submitted several account closure requests, stating that I no longer wish to gamble and due to my gambling addiction. However, the account was never permanently closed. I continued to receive emails with bonus offers from Talismania and retained access. In July 2025, I had to submit the account closure request twice, but was still able to log in afterward. They tried to lure me back with offers. After July 2025, I made deposits and unfortunately lost more than €4,000. Isn't all of this a violation of the self-exclusion agreement?

Furthermore, German law stipulates a deposit limit of €1000 to protect players from over-indebtedness. Talismania did not monitor this deposit limit. I lost €2250 in May 2026 and €2650 in November. Providers are obligated to use technical systems to monitor the limit. Talismania failed to do so.

Under these conditions, can I also reclaim my deposits from May 2025 and November 2025 with the deposit limit of €1000?

Thanks & regards

Hallo , ich bin aus Deutschland und habe ein Problem bei talismania

Hoffe du kannst mir helfen.

In diesem Jahr habe ich mehrmals einen Antrag auf Kontoschliessung gestellt, Grund ist, ich will nicht mehr spielen und wegen der Spielsucht. Daraufhin kam es nie zu einer endgültigen Schließung. E-Mails mit Bonusangeboten von Talismania kamen weiterhin und ich hatte immer weiter Zugriff. Im Juli 2025 musste ich die Anfrage zur Kontoschliessung zwei mal stellen, konnte mich danach noch einloggen. Es wurde versucht mich mit Angeboten zu locken. Ich habe nach Juli 2025 Einzahlungen getätigt und dabei leider mehr als 4000 Euro verloren. Ist das alles nicht ein Verstoß gegen die Bedingungen des Selbstausschlusses?

Weiterhin gibt es nach deutschem Recht ein Einzahlungslimit von 1000€ um den Spieler vor Überschuldung zu schüzen. Das Einzahlungslimit wurde von Talismania nicht überwacht. Ich habe im Mai 2026 -> 2250€ umd im November 2650€ verloren Die Anbieter sind verpflichtet technische Systeme einzusetzen, die das Limit überwachen. Das hat Talismania nicht gemacht.

Kann ich unter diesen Voraussetzungen auch mit der Einzahlungrenze von 1000€ meine Einzahlungen vom Mai 2025 und November 2025 zurückfordern?

Danke & Grüße 

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Talismania Casino. Please note that Talismania Casino appears to be unlicensed according to our review and won't be subject to the mandatory 1000€ deposit limit set by the German license.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you unsubscribed from the casino's marketing communication?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru, as evidence to support your claims.
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at support@talismania.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Talismania Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Dear Mr. Tomas,

I will gladly answer your questions as follows:

• Access to the account:

I currently have no access to my player account. After sending an email regarding a claim/refund, I still have no access.

• Opting out of marketing communications:

I have explicitly requested account closure from support multiple times.

• Indication of problematic gambling behavior / gambling addiction:

Even before my formal requests to close my account, I made it clear to my VIP manager that I was experiencing problems with loss of control and significant losses while gambling.

At the latest at this point, my account should have been permanently and irrevocably closed for reasons of "responsible gaming" .

This should have legally mandated the immediate and permanent closure of the account. The fact that VIP Support deliberately disregarded this is a serious violation of player protection laws.

Instead, the closure of my account was repeatedly delayed.

Although I provided a specific reason for the closure with every request, I was asked to state it again instead of the account closure being implemented immediately. This is structural behavior and a strategy to retain me as a customer.

• Last deposit:

The last deposit was made in December 2025, totaling €780.

I request that you contact Talismania again regarding my case. Player protection was ignored, my account closure requests were delayed, and in December I was encouraged to continue playing and keep my account active with a bonus.

Sehr geehrter Herr Tomas,

gerne beantworte ich Ihre Fragen wie folgt:

• Zugriff auf das Konto:

Derzeit habe ich kein Zugriff auf mein Spielerkonto. Nachdem ich eine Email zum Thema Forderung / Rückerstattung verschickt habe, ist kein Zugriff vorhanden.

• Abmeldung von Marketingmitteilungen:

Ich habe den Support mehrfach ausdrücklich um Kontoschließung gebeten.

• Hinweis auf problematisches Spielverhalten / Spielsucht:

Bereits vor meinen formellen Anfragen zur Kontoschließung habe ich meinem zuständigen VIP-Manager gegenüber deutlich gemacht, dass ich Probleme mit Kontrollverlust und erheblichen Verlusten beim Spielen habe.

Spätestens zu diesem Zeitpunkt hätte mein Konto aus Gründen des "verantwortungsvollen Spielens" ENDGÜLTIG und UNDWIDERUFLCIH geschlossen werden müssen. 

Dies hätte rechtlich zwingend zur sofortigen und endgültigen Kontoschließung führen müssen. Dass das bewusst vom VIP Support missachtet wurde, ist ein schwerer Spielerschutzverstoß.

Stattdessen wurde die Schließung meines Kontos wiederholt verzögert.

Obwohl ich bei jeder Anfrage einen konkreten Grund für die Schließung angegeben habe, wurde ich erneut aufgefordert, diesen zu nennen, anstatt die Kontoschließung sofort umzusetzen Das ist strukturelles Verhalten und Strategie um mich als Kunde zu behalten.

• Letzte Einzahlung:

Die letzte Einzahlung erfolgte im Dezember 2025, insgesamt 780€

Ich Bitte Sie für meinen Fall nochmals talismania zu kontaktieren. Der Spielerschutz wurde ignoriert und die Anfragen zur Kontoschließung verzörgert und im Dezember mit einem Bonus animiert weiterzuspielen und mein Konto aktiv zu halten.

I have forget the attachments to my complaint

Dear Tamara01,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jozef (jozef.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Josef,

Thanks for the information.

Do I need to give you the email address I used to register at the casino?

Is this a private thread? Can I post my email address here?

Hallo Josef,

danke für die Information.

Muss ich dir meine e-mail-adresse angeben mit der ich mich im casino angemeldet habe?

Ist das ein privater thread? Kann ich die Email auch hier einschreiben?

Dear all,

Thank you for bringing this matter to our attention and allowing us to participate in the thread.

We are terribly sorry to hear about this incident. Our apologies go out to Tamara01 for any inconvenience caused by it.

Please allow us some time to carefully investigate the case. We will post an update once there is more information.

Your patience is much appreciated.

Kind regards,

Talismania Team

Dear Tamara01,

The casino can already see your registration email when they are logged into the complaint, so there is no need to share it publicly.

Additionally, if you choose to share any information, we will first review it. Only information that does not contain sensitive data will be made public and visible to everyone. If the information is considered sensitive, it will be marked as such and will only be visible to you and the casino. The public will not be able to see it.

Dear Talismania Casino team,

thank you very much for your cooperation. I am extending the timer by 7 days, please let us know if you need more time.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tamara01,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jozef