Twin Casino

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.

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.

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.

Hi

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!

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.