Complaint #1 Twin Casino

Still waiting on account verification and €21,000 payment

By M J.

8 years ago

I had my account verified and they accepted both deposits and withdrawals. When I won €21.000 they blocked my account and asked for more documents. I gave them everything. That was 5 days ago and I still can’t log in or get any answer. Every time I send an email I get a reply many hours later that they are checking my documents. I have sent passport, drivers licence, internet bill, electricity bill, photos to show that my Skrill is verified. I asked if they wanted anything else and they said no. Still I am blocked and don’t have my money.

Disputed Casino Twin Casino

Reason Delayed payment

Amount €21000

Discussion

AskGamblers

• Support Team

2 years ago

The complaint has been rejected as per submitter's own request.

AskGamblers

• Support Team

8 years ago

The complaint has been rejected as per submitter's own request.

Twin Casino

• Representative

8 years ago

Hi all,

there is a pending investigation of suspected fraud and irregularity.
We cannot disclose further details at this point as we are determining and securing evidence necessary for further action.
However, it can be already confirmed that checks performed on our end were not satisfactory and AML policies have been violated.

Kind Regards,

Twin Casino Team

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.

Twin Casino Complaints

See all complaints for this casino

Problem with verification and withdrawal of €99.60

Good evening, I made a withdrawal at Twin Casino. I won €99.60 in the sportsbook. I have sent all my documents to verify my account, and they told me that this may take up to 30 days. I made my €99 withdrawal on 23/09. I asked if the 30-day verification period is mentioned in the terms, and they said no, so obviously I did not agree to this. The strange thing is that I have sent my bank documents in PDF format, and they claimed it was a screenshot and that certain details, like my full name and other information, were missing.Here is the translation to English:

You will see in the document below that my transactions and deposits to Twin are visible. My name is at the bottom left, and the document is a PDF from my bank. Their response was this: 'The files you provided cannot be accepted for account verification. A screenshot cannot be accepted for verification purposes, please provide the original account statement.

Unresolved

€100

Withdrawals delay in processing

Hey.

I recently won € 6 700,91 and i withdrew 2,5K two times and 1,7K. Went through 4 different Verification stages. Got accepted and withdrew the max amount 2.5K. I’ve been waiting more than 48H now and yet to receive my money. And my other two withdraws has yet to be processed only one has and still on hold for “ verification check concerning the withdrawals”.

I’ve been really worried since then, resending reviews on the page of people saying Twin Casino makes people wait. Please understand me, just worried for my money. Hope i can get the help i need here!

Unresolved

€6,700

I have gone through about five rounds of verification and am going no where

I got a win in December and have gone through all the verification I took a few months to go through it as some very serious family matters came up and they are asking for proof of income again for the last few months. I haven't had an income for the last few months but I had income when I made the bet and have sent them months and months of proof. I'm going in circles because they are asking for proof of income for months after I made my bet.

Unresolved

Casino deliberately doesn't accept submitted documents

Hello!

I have trouble with Twin Casino. The casino deliberately doesn't accept submitted documents that meet the stated requirements.

After the verification request, the following documents were sent to the casino.

On March 25, I completed and submitted the "Source of Wealth - Questionnaire"

On March 28, I sent documents confirming funds received as winnings from another casino to make a deposit at Twin Casino:

screenshot of my casino account with my personal details,

screenshot of casino winnings,

the transaction history of my Skrill payment wallet, which shows the receipt of winnings from the casino.

On May 08, I sent the following documents to the casino:

Skrill statement for the last 3 months (02/07/2023 - 05/08/2023). The preamble of the statement contains my personal data: Customer ID, and email.

The Skrill payment system statement does not contain my personal data, such as first and last name, address, and phone number. In this regard, I provide you - A screenshot of my personal Skrill profile with my personal data: last name and first name, address, phone number, Customer ID, and email.

Screenshot of my casino account with my personal information: first and last name, phone number, email, date of my birth

Screenshot of my casino deposits for the last 90 days.

Screenshot of my withdrawals for the last 90 days.

The casino did not accept these documents, asking them to provide them in the best quality, but an extract from the Skrill payment wallet indicating the name and surname. to do this, I contacted Skrill directly with a request to send a statement in accordance with the requirements of Twin Casino.

On May 12, I sent the documents sent earlier in good quality to Twin Casino, as well as a Skrill statement indicating the name and surname.

But, the documents were not accepted again!!!

None of the casinos had such problems when passing verification! Moreover, having studied the information about the casino license, I hoped to receive high-quality services, but instead, for 2 months I send various documents for verification.

I can't solve the problem on my own, please help me.

Thank you in advance.

Unresolved

Difficulty verifying documents for months

I have my account blocked and a withdrawal pending for more than 4 months, twin requested several documents and I sent them all, the company claims that my documents were modified and they were not, I sent a video proving that the document is official from the bank and still so I didn't have my account unlocked.

Unresolved

Seven flawless proof of address refused

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.

Unresolved

€1,300

Documents required that do not exist, payment due

I have been trying to verify my twin account for over a month now to get be able to withdraw my £2249 win. I have as of right now sent in 11 different documents and answered one questionnaire, and the only thing that have happened is that they have continued asking for documents.

Right now they are requesting that I send documents proving my source of income, which I have already done several times - I have sent them one document from the tax office showing the full salary I made from my job at Haglöfs last summer, as well as the three payslips I have from that summer (together with a bank statement where the salary transactions are visible), and also a document showing the last three months of student income that I have received to my bank account (they are noted in the document as "studiehjälp" which means study help).

This summer job and my student income is all the income that I have, which I have explained to them several times, yet they still ask me to send proof of other sources of income, and I just feel like this has been going around in circles for wayyyyy too long.

Resolved

£2,249

Delaying and ignoring sent documents for two weeks

Hey Askgamblers! I really need your help in this situation. I've sent more then 14 emails, 30 documents that provided my adress, proof of payment, bank details etc.

I have been told on chat that it would not take more then 48 hours and it has now been over 14 days. I've read the t&c carefully and they don't ever mention that I can't move or change my adress. I have provided the casino with all documents to shows my adress and they are ignoring all emails, support or chats.

I've not violated any terms or conditions and all they say is nothing. I've asked for the reason of my block for the account and the cashout but they have not informed me with any details what to do or have not shown any t&c that stops me from moving or change my adress at the account.

They have also approved all documents once and then in the chat telling me that I'm not verified. I really need help here because I'm being ignored and they don't answer at any emails.

Unresolved

Delayed withdrawals for almost 2 weeks

I have 15 pending withdrawals of 5k EUR each on Twin Casino.

These are winnings from different days: December 30-31, January 2-4, and now from a major win on January 8.

These withdrawals (almost 2 weeks old) are delayed due to a gameplay check by the provider, I was told in my contact with the casino.

Their Loyalty program customer service is always very helpful and assures me that my winnings are on the way and that these are pure routine checks. But for every day that passes I'm getting more and more worried that my winnings will not be paid out.

The "problem" is that I have kept playing during this time, since they assured me that any new possible winnings are not affected by this delay and should be processed regularly, and have (after first losing a large amount of the winnings) kept winning more and more. So I'm now up to 75k in winnings that have not yet been processed or paid out.

I'm actually very happy with my overall experience on Twin and have nothing negative to say about the casino except this delay that worries me. I have had previous withdrawals that have taken a maximum of 3 days on Twin.

I have read and reread the terms of the casino and I have not broken any rules or regulations also my account was verified twice, the last time on December 23 (only a week before the first withdrawal request in this "issue").

During my contact with the casino I have asked many times if they have everything from me to process these withdrawals after the GP check is done, and I have been assured many times that they have everything they need from me and are only waiting on the green light from the game provider. However, this morning I woke to find an email about needing to send proof of wealth, documents that I have already sent to them in December.

I uploaded these again immediately (about 10 hours ago) and haven't heard from them again, even though I tried emailing and live chatting with them to get an explanation after this request.

I'm hesitant to create this issue with you, but I'm very concerned now that my winnings will never reach me, and I am no longer getting a response from the casino, so I'm asking you for help.

I have screenshots of all the withdrawal requests and also from my game transactions with large/major wins and some screenshots from the actual game when I won. I also have all the written contact conversations (e-mails) with the casino saved and attached.

Thank you in advance!

Resolved

€75,000

Seven working days and still waiting for withdrawal processing

As suggested by your customer care I am filing this complaint, since it been 7 working days already.

I won over 900000 Indian rupees (about 10600 Euros) in Twin casino (win links attached). When I requested the withdrawal, Twin casino asked me to submit my payment verification, which got approved within a day. However, upon asking when they will process my withdrawal request, they told me they have submitted the request to the management (all chat with support is attached). First, Twin casino told me that withdrawal will get processed within hours, then Twin casino told me that withdrawal processing will be done in 3 days, after 3 days when I asked them about the withdrawal processing, Akiko (customer support) from Twin casino told me it will take maximum 7 days (transcript attached). Now it’s been more than 7 working days and a total of 9 days, Twin casino still hasn’t processed my withdrawal request. Moreover, they haven’t responded me through email since I have already sent 2 emails to them.

Now I am concerned about my withdrawal and decided to put forward an official complaint.

Things to note:

1. no bonus is used, the money I deposited was all raw money.

2. All my verification is done

3. I am their VIP customer

4. I have attached most of the required files (transcript of chat with customer support, withdrawal page screenshot, Link from the provider of my winning “https://replay.nolimitcity.com/show/gibibomediho?device=desktop&language=en”)

I request you to please solve this issue since now I am concerned that I won’t be getting my withdrawal.

Resolved

₹900,000