The player from Germany complained about missing credit following a bonus purchase on the Twindor platform and alleged false claims from support regarding her balance. She faced access issues, uncredited free spins, and disrespectful treatment during support interactions, which culminated in being abruptly terminated from the chat. We asked for clarification about the bonus purchase date, whether the bonus round had started before disconnection, and whether the amount had come from a direct bonus purchase or from her deposited balance. The complaint was then marked as resolved by her, and we closed the case accordingly.
Twindor Casino - Player's funds are missing and account issues persist.
Resolved
Our verdict
Case closed
Amount: €22
Twindor Casino
Safety Index 7.3 Fresh casinoCase summary
Discussion
Public
Public
10 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
10 hours ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the situation completely.
- Could you please confirm the exact date when the bonus purchase took place?
- Did the game close immediately after you purchased the bonus, or did you see any part of the bonus round before being disconnected?
- Was the amount used to activate the bonus paid directly as a bonus purchase within the game, or was it part of your deposited balance that was lost during regular gameplay?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
Public
Public
9 hours ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear player,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
