Twin Casino

Twin Casino - Problem with verification and withdrawal of €99.60

€1000

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.

Twin Casino - Withdrawals delay in processing

€99.6

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!

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

€6700

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.

Twin Casino - 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.

Twin Casino - 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.

Twin Casino - 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.

Twin Casino - Documents required that do not exist, payment due

€1300

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.

Gelöst

£2249

Twin Casino - 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.

Twin Casino - 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!

Gelöst

€75000

Beschwerde-Statistik

Gelöst 8

Durchschn. Betrag $ 8,135

Durchschn. Dauer 5 Tage

Durchschn. Antwortzeit 2 Tage

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Spielerbewertung

7.7/10 ● 53 Bewertungen

Top-Bewertungen unserer Spieler

Hannilein70

10/10

Hallo, ich möchte dem Team vom TWIN Casino ein Lob aussprechen. Wenn man die Seite öffnet findet man sich schnell zurecht. Der Kundendienst ist stehts hilfreich und sehr freundlich.
WEITER SO!

llevi

9/10

So far, so good. I've played at several other casino sites but this one is definitely in my top 3! May become my number #1 once I become more familiar with the site. Excellent game selection. Super fast pay out (I was lucky enough to cash out some winnings and was paid in under 24 hours). Easy customer verification process. Friendly and quick response from LIVE CHAT. Two thumbs up

Only thing so far that I can think off is that they don't offer INSTADEBIT as a means to deposit. And no fault of their own, there was a glitch in the system when I went to withdraw some winnings. I wanted the money to go onto my credit card but for some reason i was told to select another means to withdraw until they got the problem fixed.

NK514

10/10

I decided to try Twin yesterday because I had a $10 prepaid voucher to use and Twin accepted $10 deposits to receive their match offer and bonus spins; others would not offer a match at $10.

Well, so far I played with $10 + $10 match and got 40 bonus spins on day 1, won about $350, withdrew $250 last night, went to bed then woke up to an email from Twin that my withdrawal was approved, and another one from the processor that they had received the withdrawal request.
That was super fast! It will probably be tougher to make withdrawals if my winnings are bigger (telling from experience with other casinos), but maybe not.

Great experience so far!
-Low deposit requirement for bonus
-Withdrawals are not locked in for many days before processed! What a relief!
-Good loyalty rewards that I have no seen anywhere (I got bonus spins, free cash and more bonus spins just for playing? I'll take it!)
-Very mobile friendly

I have not had to contact their support yet as I just registered yesterday to play on Easter weekend, so I cannot comment on that and that's usually what I find dreadful with online casinos.
Support will always tell you to fix your issue, you have to contact x or Y department via email. Hopefully this is not the case with Twin.
One thing is that although I find the website very mobile friendly and fast, my game did crash many times but I think it might be because of the game platform provider. Not sure.

mitchybrett

5/10

- good selection
- good loyalty
- fast deposits
- lots of options
run on good RTPs
- games seem fair
- good bonus options.
- fair wagering requirement
- chat is always on

Verification is slow and painful. especially from an Indian First Nation in Canada. (still not verified) even though i was told i was verified.
After a lot of deposits and a move up in loyalty they still need more documents for a withdrawal ( still haven't received).
Bad experience with the Chat! did not want to put me thru to the loyalty chat. (have transcript)

Dear MITCHYBRETT, I hope you're doing well. Firstly, thank you so much for highlighting all the positives that Twin Casino brings to the table. I'm very happy to read that you enjoy so much about us. Regarding the verification. I am very sorry you've had a not so pleasant experience. It's very unusual that you've had this experience with our support team, as they're known for being some of the best bunch in the business. I hoping we can rectify this and change your experience around for the better. I've raised this with my support team. Unfortunately we weren't able to pinpoint exactly who you are with the details of your experience or with the username you have on here. Additionally, we have to be very thorough when it comes to verifications, as we are a licensed casino. We have to follow procedures that are implemented by these licensing governing bodies. So, in the spirit of trying to resolve this, please contact our support team: [email protected]. Please tell them you've submitted this review on AskGamblers (they'll know it's you - as I've sent them this exact review, so they'll be on the lookout for you). We honestly have the best bunch of people working on our support team, I'm confident they'll be able to resolve the issue(s) at hand and you'll be happy again. Thank you so much and I hope to read a lovely followup happy review from you soon. Have a lovely day further. Best wishes, Twin Affiliate Team

Twin Casino vor 4 Jahren

ihalunke

9/10

NIce visuals fast payment no probs. They also got almost every slot which is important for me. I like the promo and the LiveSupport is very nice too!

Since now nothing very special what I can say about this casino...
Maybe they could do some more no deposit offers, but well, that's a thing for every casino. :p

Dear IHALUNKE, Thank you so much for the wonderful review. It means a lot to us. We are so happy that you've enjoyed your experience at Twin Casino. We have a constant flow of promotions rolling out, keep an eye on our "promotions" page, and now we have also launched a VIP program. Here's some info on that, I have a feeling you'll enjoy this: Twin’s new program has two levels for ‘Loyalty’ – Silver and Gold, with two higher levels for ‘VIP’ players - Platinum and Diamond. Each level has exciting benefits on offer from cashback bonuses to invitations to events. The higher the level, the more benefits are available! Take a look at what is on offer: • Cashback: Paid every week as a bonus or in cash. • Exclusive Races: Super-sized Twin Races with better prizes. • Extra Gifts: Bonuses and gifts are handed out at various times such as birthdays, Christmas, and on many other occasions! • Personalised Contact: Players will have a dedicated team taking care of your needs. • Prioritized Withdrawals: The team will treat this as a priority meaning faster withdrawals. • VIP Shop: Dining Experience, Concert Tickets, Gadgets, and Travel Vouchers - we have a good range of options for players to choose from! ** REWARD PROGRAM Any bets you make get added to the progress bar. As that fills up, you move to the next level which means even greater rewards! There are hundreds of levels available, and on every level you will be offered a choice of two of the rewards below – and they are all wager free! • Free Spins: These are worth €0.50 per spin. • Super Spins: Worth between €0.50 and €1 per spin. • Mega Spins: Worth €1 or more. • Cash: Wager-free money is given out. If there's ever anything you need, please feel free to get in touch with our customer support, as you've already experienced, they're just lovely. Have a wonderful day! And thanks again! Best wishes, Twin Affiliate Team

Twin Casino vor 5 Jahren

pappis

10/10

After the end of the match all information about your bet is saved in your account history, none hides any information or manipulate with coefficients. The money transfer is quick and you don't need to have your ID verified, everything is made so that players could feel themselves as comfortable as possible.

Hi PAPPIS, Amazing review, thank you so much for this. We really appreciate and adore hearing of your positive experience at Twin. We hope that you've continued to have such a great time with us. Don't forget to look out for our constant roll out of promotions and our brand new VIP program. Here's some info on the VIP program: Twin’s new program has two levels for ‘Loyalty’ – Silver and Gold, with two higher levels for ‘VIP’ players - Platinum and Diamond. Each level has exciting benefits on offer from cashback bonuses to invitations to events. The higher the level, the more benefits are available! Take a look at what is on offer: • Cashback: Paid every week as a bonus or in cash. • Exclusive Races: Super-sized Twin Races with better prizes. • Extra Gifts: Bonuses and gifts are handed out at various times such as birthdays, Christmas, and on many other occasions! • Personalised Contact: Players will have a dedicated team taking care of all your needs. • Prioritized Withdrawals: The team will treat this as a priority meaning faster withdrawals. • VIP Shop: Dining Experience, Concert Tickets, Gadgets, and Travel Vouchers - we have a good range of options for players to choose from! REWARD PROGRAM Any bets you make get added to the progress bar. As that fills up, you move to the next level which means even greater rewards! There are hundreds of levels available, and on every level you will be offered a choice of two of the rewards below – and they are all wager free! • Free Spins: These are worth €0.50 per spin. • Super Spins: Worth between €0.50 and €1 per spin. • Mega Spins: Worth €1 or more. • Cash: Wager-free money is given out. I wish you a wonderful day further. If you ever need anything, don't be shy and get in touch with our lovely customer support team. Best wishes, Twin Affiliates Team

Twin Casino vor 5 Jahren

Piqsk

9/10

Sometimes I play slot machines, as you can get free spins weekly, I’m no expert in slot machines, but everything looks completely legit. I’ve never had any problems transferring my money, only once I’ve been asked to verify my personality.

Hi PIQSK, Thank you so much for the nice words on our casino. It means a lot to us to know that you've had such a good experience with us. Keep an eye out for further promotions via our promotions page and emails sent out by our marketing team. Additionally, we have just launched a VIP program which rewards you like no other. See below for some info on it: Twin’s new program has two levels for ‘Loyalty’ – Silver and Gold, with two higher levels for ‘VIP’ players - Platinum and Diamond. Each level has exciting benefits on offer from cashback bonuses to invitations to events. The higher the level, the more benefits are available! Take a look at what is on offer: • Cashback: Paid every week as a bonus or in cash. • Exclusive Races: Super-sized Twin Races with better prizes. • Extra Gifts: Bonuses and gifts are handed out at various times such as birthdays, Christmas, and on many other occasions! • Personalised Contact: Players will have a dedicated team taking care of all your needs. • Prioritized Withdrawals: The team will treat this as a priority meaning faster withdrawals. • VIP Shop: Dining Experience, Concert Tickets, Gadgets, and Travel Vouchers - we have a good range of options for players to choose from! ** REWARD PROGRAM Any bets you make get added to the progress bar. As that fills up, you move to the next level which means even greater rewards! There are hundreds of levels available, and on every level you will be offered a choice of two of the rewards below – and they are all wager free! • Free Spins: These are worth €0.50 per spin. • Super Spins: Worth between €0.50 and €1 per spin. • Mega Spins: Worth €1 or more. • Cash: Wager-free money is given out. *Please note that player eligibility to join the program remains at Twin’s discretion. ** It must be noted that players cannot buy items using their own money – only voucher codes allocated by Twin will be accepted. I hope this is as exciting for you as it is for us :) If you have any questions, our lovely customer support team is always available. Wishing you a wonderful day further. Best wishes, Twin Affiliate Team

Twin Casino vor 5 Jahren

Sifty

3/10

I previously left a positive review due to fast cashouts however recently things have changed.. it has been over 72 hours an my payment is still pending... I'm playing on other casino sites to avoid risk losing my cashout which I have loaded up but its taking forever.

I used to think this casino was different from others as they had fast cash outs and did not use the "payment delay" tactic to entice you to play more and therefore lose the money. In fact I've had cash outs that process to quickly in the past that I had wanted to reverse... However as I write this I am playing at Loki casino waiting for my twin payment to be processed... It feels pointless playing on a site if you don't feel like your gonna get paid.

Dear SIFTY, How are you? Withdrawals can take a bit longer sometimes due to legal KYC. This isn't abnormal, simply procedures we have to follow in order to remain compliant when it is required to do so. We hope that you've kept enjoying all the fun Twin has to offer nonetheless. We've recently launched a state of the art VIP program which allows for faster withdrawals and so much more. Please see below for more info: Twin’s new program has two levels for ‘Loyalty’ – Silver and Gold, with two higher levels for ‘VIP’ players - Platinum and Diamond. Each level has exciting benefits on offer from cashback bonuses to invitations to events. The higher the level, the more benefits are available! Take a look at what is on offer: • Cashback: Paid every week as a bonus or in cash. • Exclusive Races: Super-sized Twin Races with better prizes. • Extra Gifts: Bonuses and gifts are handed out at various times such as birthdays, Christmas, and on many other occasions! • Personalised Contact: Players will have a dedicated team taking care of all your needs. • Prioritized Withdrawals: The team will treat this as a priority meaning faster withdrawals. • VIP Shop: Dining Experience, Concert Tickets, Gadgets, and Travel Vouchers - we have a good range of options for players to choose from! ** REWARD PROGRAM Any bets you make get added to the progress bar. As that fills up, you move to the next level which means even greater rewards! There are hundreds of levels available, and on every level you will be offered a choice of two of the rewards below – and they are all wager free! • Free Spins: These are worth €0.50 per spin. • Super Spins: Worth between €0.50 and €1 per spin. • Mega Spins: Worth €1 or more. • Cash: Wager-free money is given out. *Please note that player eligibility to join the program remains at Twin’s discretion. ** It must be noted that players cannot buy items using their own money – only voucher codes allocated by Twin will be accepted. If you have any questions, please feel free to reach out to our customer support team who are available 24/7. Wishing you a lovely day further. Best wishes, Twin Affiliate Team

Twin Casino vor 5 Jahren

kaasihanna

10/10

My favorite Casino hands down!
- Easy and quick verification process
- Many deposit options, including Siirto which is great for us Finnish people who can't use trustly and want fast withdrawals
- The rewards from loyalty program are significantly better than in other casinos, of course leveling up could happen a bit faster ;)
- Setting deposit limits, self-exclusions etc is very easy and doesn't require you to contact support
- Good, modern design with best games and promotions

Hi KAASIHANNA, I hope you're well. Apologies for the late reply, but just wanted to say thank you for the lovely comprehensive review. Really make me so happy to know that you've had such a great experience with all the features we've worked so hard on here at Twin. I wish you an amazing day further! Best wishes, Twin Affiliate Team

Twin Casino vor 5 Jahren

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