Beschwerde #39 Twin Casino

WIthdrawal over the 14 days

Von zhao l.

vor 4 Jahren

Hello everyone.
Please help me and give me some suggestions about the withdrawal of the TWIN casino. I withdrew $20,000 in the month of 12th. Then they sent an email to me that I needed to verify my account, so I spent a week kyc my account. The account was verified successfully on 19th, and then I continued to inquire about the withdrawal, and they said it would be successful within 24-72 hours. There is no news till today after class. I have also inquired about their live chat, but it seems to be useless and I don't know what to do for now. When you withdraw money in advance, you will receive an email on the same day regardless of the size of the amount, but THIS time I am a little worried. Please give me some advice

Unseriöses Casino Twin Casino

Grund Verzögerte Auszahlung

Betrag $20000

Diskussion

AskGamblers

• Support Team

vor 3 Jahren

Dear @liuzhao1029,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Twin Casino

• Representative

vor 3 Jahren

Dear Luizhao1029,

We hope you are well.

Our aim is always to verify our customers with the lowest hassle possible and subsequently pay out all withdrawals as soon as possible.
After reviewing your case the verification was prolonged due to insufficient documentation from your end and the withdrawals were successfully processed after a thorough check from our security department due to the total amount.

We again apologize for any inconvenience you might have had during this withdrawal and verification process but can assure that your account is fully verified and all withdrawal will be paid out in the given timeframes.

We hope you will continue to enjoy Twin and would be happy to see you again soon

AskGamblers

• Support Team

vor 3 Jahren

Dear all,

This complaint has been reopened as per Twin Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Twin Casino Beschwerde-Statistik

Gelöst 8 / 16

Durchschn. Betrag $8,135

Durchschn. Dauer 5 Tage

Durchschn. Antwortzeit 2 Tage

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Twin - Komme nicht ins konto

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der support schreibt das das geld nur auszahlen kann von meinem kundenkonto aber ich komme dort nicht mehr rein

dort steht der „benutzer hat einen selbstausschluss „

habe ich aber nicht

ich hatte einen für 24stunden aber diese sind lange um

nun habe ich dort 1000€ kann diese aber nicht auszahlen da ich mich nicht einloggen kann

ich hoffe um hilfe

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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.

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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.

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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.

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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.

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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.

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