Twin Casino Review

The player from Portugal, who identified as a high-risk gambler, had unsuccessfully requested for her account at Twin Casino to be deleted three times. Despite her gambling issues, her requests were ignored, and she sought a refund. The player's mother had initially contacted the casino on her behalf due to her mental health issues. The player later sent multiple emails and chat messages to the casino requesting for account deletion. However, she discovered that her account was still active and her deposit option had only been blocked nine days after her request. The casino had failed to inform her about a form that needed to be filled out for permanent account deletion. We had requested for the casino's response, but they remained unresponsive, leading us to classify the complaint as unresolved. We advised the player to file an official complaint with the casino's licensing authority. Later, the casino requested to reopen the case and informed us that they were not initially aware of the player's gambling issues. However, when the player later informed them, they acted promptly. We asked the player for confirmation, but the player stopped responding. Therefore, the case was closed.

The player from Portugal, who was identified as a high-risk gambler, had reported that Twin Casino Portugal had failed to close his account despite his repeated requests and national self-exclusion. The player had lost nearly €10,000 and sought to recover his losses. The player had claimed that the casino had made it complicated to self-exclude and hadn't blocked his account even after acknowledging his gambling problem. The player later reported the casino had returned all the money the player had spent post his disclosure of gambling addiction and had revamped their support team and website for easier self-exclusion and payment limitation. The player had been satisfied with the resolution.

The player from Portugal had a dispute over a first deposit bonus offer at Twin Casino. Despite having followed the terms and conditions, the casino claimed the player would lose all deposited money when attempting to give up the bonus. The player disputed this, noting inconsistencies in the terms and conditions, and requested the return of their deposit. He had provided extensive communication with the casino and detailed his understanding of the bonus terms. However, we explained that the casino's bonus rules were a common practice in the industry and not deemed unfair. After further discussion, we concluded that we could not assist further in this case and suggested the player contact the casino's licensing authority. The complaint was subsequently rejected.

The player from Sweden had made several unsuccessful attempts to permanently close her account, which caused her to lose approximately 400 Euros. Despite multiple emails sent to the casino, they hadn't responded and the account reopened after 24 hours. The player had sought a refund and permanent account closure. In response, the Complaints Team had explained the difference between account closure and self-exclusion, and requested evidence of her account closure requests. The casino claimed to have responded to the player's requests but hadn't received any confirmation for account deletion. The player's account was closed after she confirmed the deletion. However, the player didn't respond to further queries from the Complaints Team, leading to the rejection of the complaint.

The player from Portugal, who was struggling with a gambling addiction, had requested self-exclusion from Twin Casino. Despite this, the casino allegedly tried to persuade him to continue playing. The player subsequently deposited and lost €5000 and was seeking a refund, arguing that the casino had taken advantage of his known addiction. The Complaints Team had asked for evidence of his self-exclusion request, but the player was unable to provide it. Without this evidence, the team was unable to confront the casino or ask for a refund on the player's behalf. The complaint had been closed due to lack of evidence. The team had advised the player on how to properly request self-exclusion in the future and provided resources for dealing with gambling addiction.

The player from Canada had been frustrated with the casino's requirement for PDF bank statements instead of screenshots for a withdrawal after a significant win, which had caused a delay in withdrawal. After multiple interactions with the casino's customer support, the player had been asked to provide an unedited proof of deposit. The player complied and had been subsequently verified by the casino. He then successfully withdrew a small amount and a larger amount, totaling around $4000. The player confirmed that the issue had been resolved.

The player from Greece had requested an account closure at Twin Casino due to concerns about gambling addiction. The casino had closed the account only to allow it to be reopened later with the same email, leading to a loss of 336 euros. The player was requesting a refund of this amount. We contacted the casino, asking for clarification on how a self-excluded player could create a new account with the same information. After reviewing the case, the casino decided to refund the deposited funds to the player and advised him on how to apply for a comprehensive self-exclusion. The player confirmed that he had received the refund and the issue had been successfully resolved.

The player from France had made a deposit and gained winnings at Twin Casino. After one successful verification, the casino had asked for a selfie with a passport and a site name for second verification. He had submitted the verification three times, and his withdrawal of 720 euros was delayed. The casino had claimed that they did not have any record of the player's account. After the player provided proof of his account, the casino approved his second verification and processed his withdrawal. The player was then able to access his winnings.

The player ''GARLEN01'' had been trying to get their account verified for several months, however, the documents were getting rejected by the casino. The operator never responded to the complaint, so the case remained unresolved.

The player ''MARCELOAPRADOALVES'' had his account blocked because he'd failed to provide sufficient documents for verification in the regulatory timeframe of 30 days. The casino joined the resolution of the complaint and tried explaining to the player what needed to be sent, but several responses later, they stopped replying to mediator's appeals. The case, therefore, remained unresolved.

The player ''ALESKBOI98'' had been trying to verify his casino account, however, his proof of address kept getting rejected. The casino claimed that the provided document had been modified and didn't fulfill all the necessary requirements. The casino stopped responding to mediator's appeals, so the complaint remained unresolved.

The player ''CEDERMARK'' was not happy with the KYC procedure in the casino, claiming the proof of address had been unjustly rejected multiple times. The casino replied to the complaint, but still they failed to reach a satisfactory solution, so the player requested a chargeback and submitted complaint to the regulator.

The player from Sweden requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.

The player from Ireland is experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the verification was processed successfully, therefore we marked this complaint as resolved.

The player from Sweden has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player with a verified account has not been able to withdraw their winnings from the casino since their request to provide bank statement in a certain format. The document provided by the player's bank hadn't been approved so the withdrawal process was stuck. The casino hasn't reacted to the complaint.

The player requested a withdrawal in the amount of $2.000,00 and was asked to provide his source of income. One possibility was to use his gambling winnings as a source of wealth, so the player uploaded a screenshot from email confirming their previous winnings at the Twin casino in the amount of $4.000,00. The casino refused to accept it and demanded a PDF document. After submitting it, the player was informed that the income had to be received from another casino.

The player's unable to finish verification as his card statement is being rejected. The verification was completed successfully and the player was paid out. Due to the exchange rate difference the player withdrew less than he expected. The casino didn't offer an explantaiion, but we believe the issue is not necessarily the casino's fault. As the player doesn't wish to continue with the complaint and the main issue was resolved we closed the complaint as resolved.

The player from New Zealand is having difficulties passing the verification process. The casino team later informed us the matter had been resolved and the player successfully passed the verification process. There were no further updates from the player. Based on the information provided by the casino, we closed the complaint as 'Resolved'.

The player from Germany has requested a withdrawal more than a month ago. Unfortunately, it has not been received yet. We rejected the complaint because the player didn't respond to our messages and questions.

The player from Brazil was struggling to complete KYC and asked for our help with it. The player had already submitted the necessary documents but was having trouble with the withdrawal process due to unclear instructions from the casino. We advised the player on how to submit the documents and offered to contact the casino for further clarification. However, despite our efforts, the casino did not respond to our queries. The complaint was eventually closed as 'unresolved' due to the casino's lack of cooperation. Furthermore, the casino's change in ownership in 2023 led us to update the complaint classification, as the new company was not responsible for the actions of the previous owner.

The player from Germany had her bonus winnings canceled after an accusation of the account being linked to someone else’s account with the same IP address. The player was instructed to contact the gaming authority. Unfortunately, since we didn't receive any response from the player regarding the regulator's decision, we ended up rejecting the complaint.

The player from New Zealand experienced a technical glitch while playing slots, where her winnings weren't credited. After the casino provided an explanation for the system malfunction that impacted the wagering requirements, we marked the complaint as resolved. Ultimately, the player received their payment.

The player from India faced an issue with depositing 17,000 into their Leon Casino account on October 21, as the amount had not yet been credited. The player later confirmed that the deposit was credited successfully. The complaint was marked as 'resolved' by the Complaints Team, who appreciated the player's cooperation and encouraged them to reach out for future issues.

The player from Sweden had made deposits totalling 3500 euros and won 9557 euros, but faced delays in withdrawal due to extensive verification processes. After completing multiple verification steps, he had not received any updates for 24 days. The player eventually received his winnings after 40 days but encountered issues with his loyalty points, which were blocked due to allegations of arbitrage betting. The complaint was resolved successfully, and the player confirmed that he received all his money.

The player from India won a total of 42,006 INR at Leon Casino but faced multiple verification requests, including a bank statement and a selfie with a date. After verifying his account, he attempted a second withdrawal of 42,002 INR, which remained disabled due to gameplay checking that had exceeded the usual 1 to 3 days timeframe, with no updates after 10 days. The player's account was under review by the gameprovide which caused the delay. Once the investigation finished the casino confirmed the withdrawal had been completed, and the player successfully withdrew his winnings. The complaint was then marked as resolved after the player confirmed receiving their winnings.

The player from Peru had their withdrawal restricted despite their account being fully verified. After providing additional documents as requested, they did not receive a response for 7 days, despite being told they would receive an answer within 3 days. The Complaints Team contacted the casino, which stated that the player was in the queue for video verification. The player completed the video verification and eventually confirmed that his account was verified and the withdrawal was processed successfully. The complaint was marked as resolved by the Complaints Team.

The player from Sweden had been unable to redeem loyalty points at Leon Casino for several months despite being in contact with customer service. The casino's security team had made this decision without providing an explanation or timeline for resolution, and the player had never been able to redeem loyalty points. We contacted the casino, which acknowledged that the restriction was due to a security flag and should have been lifted earlier. The casino unblocked the loyalty points redemption, and the player confirmed the issue was resolved.

The player from Portugal made a deposit and later decided to withdraw the funds from LeonCasino, but encountered an extensive verification process. Despite fulfilling all the requirements, he was informed that the withdrawal request might take up to 30 days. The player completed the requested video call and provided all necessary documents, but still faced delays. After persistent follow-ups, the casino confirmed that the player had successfully passed the verification and withdrew his winnings. The issue was resolved, and the player confirmed the receipt of his funds.

The player from Portugal had completed the casino's requested verification process, which included additional unusual steps. Despite complying, the player had been waiting for 20 days without a response. As a result, he could not access his funds and was unable to place sports bets. After further communication and a video call, the verification process was eventually completed, and withdrawals were processed successfully. The complaint was marked as resolved.

The player from Ukraine had deposited $1,243 into his casino account but was unable to withdraw his winnings because the only withdrawal method, Webmani, was blocked in Ukraine. Despite having verified his documents, the casino had suggested he open a Euro account, which he disagreed with. The player had confirmed he had $3,901 in his casino account, accumulated without a bonus. After we had invited the casino to provide their side of the situation, the issue was resolved. The player had received his funds in full and expressed satisfaction with the resolution. We then marked the complaint as 'resolved'.

The player from Greece had experienced an extensive account verification process, which prevented him from accessing games, placing bets, or viewing his transaction history. Despite having reached out to support, he was continually told to wait without any progress for two weeks. After he submitted all required documents and had a video call for account verification, the player's account was reinstated. We had confirmed the resolution of the issue with the player.

The player from Italy had been able to play and make deposits while in France initially but had encountered issues once in Italy. When he attempted to withdraw €1,600 from his account, it was blocked due to play from a restricted location. Despite having verified the account in France, the casino hadn't clarified why subsequent deposits had been permitted from Italy. The player had provided proof of his French residence, but the casino had insisted on additional documentation. After a protracted process, the casino finally verified his account and released his funds. We assisted the player throughout the process and the issue was eventually resolved.

The player from Portugal had won 1900 euros on 12/3/2023 and had provided the requested photo verification for his account. Despite this, he had still been awaiting a response and the chance to schedule a video verification after 15 days of waiting. We had asked him to provide more details and any relevant communication. The player later informed us that the video call had been conducted on 12/21, his account had been unblocked, and he had been able to withdraw his winnings. Consequently, we had marked the complaint as resolved.

The player from Portugal had requested a withdrawal less than two weeks prior to submitting his complaint. The payment hadn't been processed yet. The player had complained about the casino cancelling his withdrawal and restricting his withdrawal option, despite him providing all required documents for verification. The casino then had scheduled a video verification session. After some delay, the player received his winnings. The issue was resolved with the help of the Complaints Team, who had facilitated communication between the player and the casino.

The player from Austria is unable to withdraw winnings as the casino claims that Skrill, the method used for deposit, is not available in their country. Additionally, the player has been prohibited from using other withdrawal methods. The issue has been resolved successfully.

The player from Greece had had issues withdrawing 597 euros from an online casino. Despite multiple attempts and having provided all required documents for verification, his withdrawal requests had been repeatedly declined. The player had been unclear as to why his documents were not accepted. After several communications with the casino's support team, his identification had finally been verified. Consequently, the player had been able to successfully withdraw his winnings. The issue had been resolved and the complaint had been closed.

The player from Ontario had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn't been obtained up to that day. After our advice to wait for the standard withdrawal processing time, the player confirmed that she had received her funds. Consequently, we had marked the complaint as resolved.

The player from Brazil made a deposit of R$ 54.00 that was not credited to their casino account. Despite numerous complaints to casino support, the issue remains unresolved. Player’s complaint has been resolved successfully.

The player from Greece received a no-deposit bonus of 30 euros and, under unclear terms, won 588 euros. Upon attempting withdrawal, all but the initial 30 euros were voided. The issue has been resolved successfully.

The player from Sweden requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player confirmed receipt of the payment, so we closed the complaint as resolved.

The player from Greece requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from India requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from India had faced an issue where his deposit was not credited to his casino balance. He had provided evidence of two transactions, but it was clarified that one of them had been sent elsewhere. Despite our team's efforts to contact the casino, there had been no response. The complaint had been marked as 'unresolved'. Later, the casino responded, providing evidence that the deposit had been successfully credited to the player's account. The player had confirmed the resolution of his issue, and the complaint was subsequently marked as 'resolved'.

The player from Greece has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Portugal requested a withdrawal but it has not been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Portugal requested a withdrawal 2 days prior to submitting this complaint. It has not been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Greece is experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Brazil has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player struggles to verify his account due to long waiting time. During the process of investigation the player informed us that the account was successfully verified so we closed the complaint as resolved.

The player from Portugal provided documents almost a month ago, but they have not been approved yet. After a short time, the casino replied and stated that the verification had now been completed and that the player had already withdrawn their funds. The player confirmed this, so the matter was resolved.

The player from India was experiencing difficulties withdrawing his winnings due to ongoing verification. The player was then asked to complete a video verification. Upon completing this successfully, the player was verified and so the issue was resolved.

The player from India is dissatisfied because he is not able to play until the casino approved his documents. He submitted them weeks ago, but his account still hasn't been verified. Player’s complaint has been resolved successfully.

The player from Germany had the account blocked for an audit after accumulating a substantial win. Later, the additional verification was concluded and the player's access to his account was fully restored. He was allowed to withdraw his winnings. The complaint was closed as 'resolved'.