Twin Casino - Delaying and ignoring sent documents for two weeks

Dear @Cedermark,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Dear Twin Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hey Cedermark,
we hope you are doing well. Of course we would like to apologize for any inconvenience the KYC process may have caused.
This process is implemented to comply with regulations, mitigate financial risks, and build customer trust.
During KYC procedure you will be asked to provide satisfactory copies of official documents to verify your identity such as a recent proof of address, that we will need to confirm the correctness of the information you provided in connection with your registration.
If you change your address and/or your current proof differs from the registered information – you have to provide a satisfactory proof of your new address together with an explanation. We have never rejected the possibility of moving/changing the address. Please note that we cannot accept Screenshots as an official document.
Furthermore, I would like to emphasize that at no point we have ignored any emails or chats. There has been a congruent and continuing conversation throughout the whole process.
Also I can confirm that there is no or has been a pending withdrawal at any time that was delayed or cancelled due to the unverified status of the account.
In the end we decided to permanently close the account due to a refund request of all deposits made by you, which is in line with our internal procedures and was decisioned to safeguard you an and us as a casino for any future monetary transactions.

Okey! This whole response is based on a lie and for many reasons.

First of all you have had a timeframe on 24-48 hours to approve or not approve documents that you have required.

Source of wealth was never approved and uploaded on the 19th and you never approved them or gave any answer what so ever in any circumstances.

I've provided all documents for this and reminded you everyday that you need to fix this and have it sorted out. But you never did even though I reminded you more then 10 times.

Second of all you where given proof of payments with bout PDF, screenshot, payment history, shown URL. And explanation that if you double tap on the picture you will connect to the source of the bank. You never approved them even though I sent alot of different proof that I'm the owner of the account.

You have after that said that the documents was approved but after one hour later your chat said once again I need to send proof of payment wich I did.

And now for the account blockage and the illegal funds that you're holding without any reason what so ever. Your only escape from this was to permanently close the account because that's your only way to act when you know you've been lying and ignoring legitimate documents for your own winnings.

There are not stated in your T&C that players with box adresses are not allowed to play at this casino.

When I opened the account I reas all T&C and there was no such thing as an order to follow. For the easy use of creating the account I've used autofill wich is not illegal and it had my old adress on it. I then saw that and came to the chat and said I wanna change the adress because it's not correct. They responded that you need to contact the security team to have it changed.

Wich I did several times without any answer, response or explanation for the delay of the change.

When I said my adress is Box address you said players with box adresses are not allowed. That had me thinking oh that's a big problem becasue I can't give you anything else and I can't see that in your T&C. I never got any response from that at all but you clearly said in the chat aswell that box adresses are not accepted for players.

Therefore I said well you need to change your T&C and refund the deposits and void all bets. But you never answered on that either and I kept sending everything I have and could get my hands on.

Birth certificate

IRS tax plan

Utility bills and more that every single document had Box 4413 ****** Stockholm and my name on it.

Once again you answered why is your adress not the same as the account wich I gave a clearly response and explanation on that you never responded to.

I kept sending document after documents that you never responded to and once I said that you have violated your own T&C you kept on stalling and ignoring all sent documents and said the same thing. Your adress is not the same give me a reason for this?

I have already given you this several times and you never responded.

And then for the last part when I told you I will submit a complaint because of you can't accept players that are let's say homeless or have protected ID for their jobs andbox adresses. you need to say this in your T&C. You never responded to that and you have not in anyway treated this with professional care or support as a legitimate casino should.

If the T&C have said players with Box adresses are not allowed I would never have played or made any deposits what so ever. Therefore all deposits shall be voided and returned to player becasue a casino is out of luck or unlucky and you can win or lose! But in my case it would have been giving away money for free bacsue I'm not allowed at your casino due to the adress and if I cant play and live where I live the deposits or any winnings would never been able to withdraw. You have said clearly "PLAYERS WITH BOX ADRESSES ARE NOT ACCEPTED" but it didn't or doesn't say that in your T&C.

But however!! I did after several days find an document that shown my latest adress that was filled in automatically you said: Documents is to old

But I explained this to you several times with money on the account that you need to change the adress to the correct one but you never did. You ignored it and you have closed the account and confiscated the deposits without any realistic reason except you made want to "protect me as a player"

That is not regulated by any law or any T&C that you have on your website. It's made up and it's a illegal process to make.

I've been nothing more then fair and respectfull in every chat and in every email that has been sent but you have been ignoring and stalling everything for over two weeks.

Therefor the only solution to this matter is to void all deposits and send them back to me. I could never have won, I should never have been accepted to play and ignoring the time-frame to solve this you could have stopped this from happening.

If Askgamblers wants me to send all documents, emails and more emails and chats that prove you wrong I will be happy to do that. But I hope that we can fix this without name dropping every person that has lied in your chats and email..

I have full responsibility to read any terms and have not violated anything and should have not been accepted as a player and would never have been able to play if you had your T&C fulfilled.

Hello Cedermark,

In regards to your reply we would like to inform on the following:

We make every effort to respond to verification inquiries within 48 hours. However, due to unforeseen circumstances, our reply may sometimes be slightly delayed. Rest assured that we never intentionally ignore messages from our customers.
You can sign up or change your address with and to any address you are officially residing. This is stated in our Terms and Conditions:
“2. On registration, you must provide the following valid personal information that matches your identity documents:
Residential address
3. You must inform us of any changes to your personal or financial details (such as address, bank or e-wallet account) at registration and from then on, which may affect the use of your player account.”

We will not be held responsible for any typing error from your end.

We have not stalled or refused the acceptance of any valid documents. We informed you on the fact that we cannot accept a BO address if you are not residing at this address. You confirmed after that this is the case, therefore we would not have rejected any valid proof. Our records show that the Proof of Address submitted by you was rejected as it was a screenshot and not an acceptable document as per our standards. However, all other documents submitted by you were accepted.

No withdrawals have been refused or delayed due to the unverified status.
The account was permanently closed due to a refund request from your end and was in accordance with our internal procedures.

No funds were confiscated or withheld. You have created an account with us, made deposits and then played. There is no remaining balance that could be refunded.

We consider this matter closed.

Kind regards,
Twin

Thanks once again for your response!

Well now you use your own T&C against me when you have violated your own terms and conditions by not letting players know that they cannot live in postal box adresses. And that's a very big issue here becasue if you would have said that in your own t&c that I agreed on I would have never played, made deposits, place bets or even creating an account.


I've did email you several times that the adress was not correct and it needed to be updated to my real residantal living. Wich I'm force to upload documents to you and that I didn't have any problems with. The problem was and still is that you ignored the email and the requested change to the correct adress while i kept playing and made deposits and then you blocked the account and asked for documents wich I sent and you never took responsibility to read the emails, change the adress or give me an answer.

More then 14 days went by and you never answered but you let me kept playing and then when I uploaded my real documents you specifictly told me that, and I quote:
Players with box adresses are not accepted and your uploaded documents did not match the adress. Do you have a explanation for that. "End of quote "

Then I answered you again that I have provided you with such details and such info that I live on the street Box ********


And then you kept stalling, stalling and ignoring all sent documents and I was in the chat several times per day to have you informed why and how the adresses was box. I also said that it does not say in your T&C that you do not accept players with box adreeses. Therefor since I am not accepted as a player all deposits shall be voided and refunded to the player.


This request was also made the second I received an email that it's not accepted. And you answered that of course we will take care of that but that it not what you have done. You have not been following the rules of your own rules to keep the funds on the account and wanna take the easy way out and make me tired of this. But that's not gonna happen, you have broken the rules that you are entitled to follow and you have ignoring and issue that could have been solved withing a minute.


This case will be solved when the confiscated funds are returned and that you withdraw it back to my account.



I also wanna let Askgamblers that the game providers, play and go, yggrasil, payment provider and the MGA have been notified of this case and the payment providers Zimpler is a Swedish business that take this very seriously becasue they have also seen the emails and the lies that this casino has been saying in chats.


A response from the MGA has not yet been received or the game providers. But payment provider Zimpler have been and they are looking for a force chargeback for a solution of this case since they have not been written down the accepted players rules.


I have also tried to make a friendly and kind solution on email with twin but my email is blocked and I can't send anything to them.

But I also wanna say that the casino is a great casino overall if they would have taking things seriously and treated players with respect as any other casino would have. If Askgamblers wants to receive all details and also want me to put them on this complaint I will be happy to do that.


But I hope that twin see a solution to this matter and fulfill my request due to the error in their T&C. I have the old one saved since I made the account and there is no point at all in there that says Players with box adress are not accepted.


I hope that we can solve this issue Twin. I really do and it's not even alot to refund I think this is really unfair and not justified

Looking forward for your response

Dear all,

We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has already been raised with the relevant regulatory body and, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly. 

As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.