Complaint #53
Twin Casino
Seven flawless proof of address refused
3 years ago
Hello.
I made my withdrawal three weeks ago and have been in constant contact with their verification team since then.
They keep rejecting my documents even though I have provided them with seven different proof of address.
They ask for some of the following documents:
Proof of Address
An official document such as:
• Utility bill. (including electric, natural gas, water, and waste)
• Bank statement
• Council tax bill
• Recent mortgage statement.
• Home Insurance certificate or policy.
• Letter from national or local governments.
• Landline, internet and/or TV broadband bill
• Credit reference agency
• Health and car insurance documents
or any official letter from the government issued to you, showing your name, address and date of issue (not older than 6 months).
I have provided statements from all the norwegian banks where I am a customer, I have sent several documents from norwegian authorities as well, including the military and norwegian police.
I feel totally hopeless since this process has taken forever and I keep refusing documents that are valid based on the list above. I have won ≈1300 EUR and it is obvious to me that they simply don't want to pay me my winnings and that they will refuse whatever document I send to them. I feel bitter and irritated, the treatment has been nothing else than highly unprofessional (sometimes they don't respond to my emails even in four days).
I really need help, I did not expect this from a MGA licensed company.
I made my withdrawal three weeks ago and have been in constant contact with their verification team since then.
They keep rejecting my documents even though I have provided them with seven different proof of address.
They ask for some of the following documents:
Proof of Address
An official document such as:
• Utility bill. (including electric, natural gas, water, and waste)
• Bank statement
• Council tax bill
• Recent mortgage statement.
• Home Insurance certificate or policy.
• Letter from national or local governments.
• Landline, internet and/or TV broadband bill
• Credit reference agency
• Health and car insurance documents
or any official letter from the government issued to you, showing your name, address and date of issue (not older than 6 months).
I have provided statements from all the norwegian banks where I am a customer, I have sent several documents from norwegian authorities as well, including the military and norwegian police.
I feel totally hopeless since this process has taken forever and I keep refusing documents that are valid based on the list above. I have won ≈1300 EUR and it is obvious to me that they simply don't want to pay me my winnings and that they will refuse whatever document I send to them. I feel bitter and irritated, the treatment has been nothing else than highly unprofessional (sometimes they don't respond to my emails even in four days).
I really need help, I did not expect this from a MGA licensed company.
Twin Casino Complaint Stats
Resolved
8 / 15
Avg. Amount
$8,591
Avg. Complaint Duration
8 days
Avg. Response Time
2 days
Twin Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 6 out of 12 complaints in this category have been resolved.
This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.
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