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Twin Casino - Amount not credited to account

RESOLVED
Complaint Info
Disputed casino Twin Casino
Reason Amount not credited
Amount ₹ 2000
Posted on February 1, 2021

On 17th January I deposited 2000 inr from upi but the amount not get credited in my casino then I chat with their executive they told to submit the proof of deposit I submitted. The proof of deposit then they told to wait 5 days amount will get bounce back to your bank but nothing baunce back I also raise the issue with my bank they told everything is clear from bank side the amount get credited in merchant account again I chat with twin executive after 5 days then they told me to submit statement of bank I submitted that too but still today date no response ni mail whenever I am chat with twin executive they telling wait for mail

Posted on February 2, 2021

Hi KHAN4U, how are you?

I just wanted to let you know that our team is currently investigating the issue. We'll get back to you with feedback as soon as possible.

Posted on February 2, 2021

Dear KHAN4U,

I hope you're well.

I've been in contact with our Finance Department.
I'd like to firstly confirm that your deposited funds never reached Twin Casino.
This was a failed transaction. Meaning that the fact the funds left your bank account makes sense, but the deposit failed on the payment provider side.

We have been in touch with the payment provider, and inquired about the refund being done back to your bank account.
The provider has confirmed that the refund will be done within 15 days back to your bank account from the first time on escalating this query. Meaning the 8th of February for processing.

SHOULD it not reach your account within the above mentioned timeframe, please do let me know immediately so we can escalate this once more.

But again, please note that the funds never reached Twin Casino. We are not holding your funds.

I hope this puts you more at ease.
Please stay in touch with me about the funds reaching you. It's very important to me that you're happy and feel safe with us at Twin Casino.

Have a lovely day further.

Best wishes,
Twin Affiliate Team

Posted on February 3, 2021

I don't have any problem from twin casino I played many times but the problem is from the side of payment gateway ok I will wait till 8 Feb.

Posted on February 3, 2021

Dear KHAN4U,

Thank you so much for your reply. I really appreciate your patience. Let's stay in touch. Please get back to me as soon as you get anything, even if it's before the 8th of February.
I'm so glad to hear you're a part of our Twin family. I hope that this hasn't deteriorated from carrying on with your positive experiences for the future with us.

I look forward to hearing from you. Once more, thank you for your patience.

Have a lovely day further.

Best wishes,
Twin Affiliates Team

khan4u India
Posted on February 5, 2021

Thanks askgambler team and twin casino I got my refund thanks for the help. Please close the complaint as solved.

AskGamblers
Posted on February 5, 2021

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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