Beschwerde #1 Twin Casino

Still waiting on account verification and €21,000 payment

Von M J.

vor 8 Jahren

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.

Unseriöses Casino Twin Casino

Grund Verzögerte Auszahlung

Betrag €21000

Diskussion

AskGamblers

• Support Team

vor 1 Jahr

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

AskGamblers

• Support Team

vor 8 Jahren

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

Twin Casino

• Representative

vor 8 Jahren

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 Beschwerde-Statistik

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Durchschn. Betrag $8,135

Durchschn. Dauer 5 Tage

Durchschn. Antwortzeit 2 Tage

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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’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!

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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.

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.

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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.

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

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