The player from Germany has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet.
Twindor Casino - Player’s winnings haven’t been received yet.
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Twindor Casino
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3 weeks ago
Translation
Ladies and Gentlemen
I would like to complain about an online casino and the, in my view, inexplicable delay in my payout.
On July 22nd, I requested a withdrawal of €4,750 from the casino. My player account had already been successfully verified at that time.
The casino's terms and conditions state that withdrawals of this amount will be processed and paid out within five business days. However, this period has expired without my withdrawal being processed.
What I find particularly problematic is that a review of my player account was only initiated on the very day the stated withdrawal deadline expired. According to my information, this review has been underway since Monday of last week.
Since then, I have contacted customer support several times. Unfortunately, I still haven't received any concrete information about it.
what exactly is checked on my account
why this review was only started after the specified payment deadline had expired,
when the exam will be completed,
and when I can expect to receive my €4,750 payment.
Instead, I was repeatedly told that customer support itself had no concrete information on this and that no timeframe could be given to me.
Last Friday, I was again asked to submit two further documents regarding my deposits via my Paysafe account. I uploaded these documents in full immediately after receiving the request.
I was subsequently informed that the review of these documents would take two business days. However, to date, no such review has taken place, and I have still not received any concrete information regarding the status of my payment.
Tomorrow marks 14 days since I requested the withdrawal. Despite a fully verified player account, multiple submissions of supporting documents, and my prompt response to all document requests, I have still not received my money or a firm timeframe for the withdrawal.
I'm now seriously worried about my balance. I'm also concerned because I've found several negative reviews from other players on Casino Guru about this casino or similar cases, where they also report long delays in payouts and additional checks.
I would like to emphasize that I am prepared to undergo all necessary checks and provide all required documentation upon legitimate request. However, what I cannot understand is the lack of transparency, and in particular, the fact that I cannot be given a specific timeframe for the completion of the checks and the disbursement of my funds.
I therefore urge you to investigate the matter and inform me what options I have as a player to enforce the payment of my legally existing balance.
I can of course provide you with all the necessary documentation, in particular:
proof of my successful account verification,
confirmation of the payment of €4,750,
previous correspondence with customer support,
the documents I submitted,
as well as screenshots of the current payout status and the corresponding information from the terms and conditions.
I would be very grateful if you could assist me in clarifying this matter, as I am now very worried about not receiving my credit.
Thank you in advance for your support.
Best regards
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3 weeks 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.
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3 weeks ago
Dear Molko,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 weeks ago
TranslationLadies and Gentlemen
On July 22nd, I requested a withdrawal of €4,750. My player account was also fully verified on that day.
After the payout deadline stated in the terms and conditions had passed and my winnings still hadn't been paid out, I contacted customer service. They informed me that my account would be reviewed again. This seemed reasonable at first. However, several more days passed without anyone being able to tell me how long this review would take.
Last Friday, I finally received an email requesting further documents. I submitted these immediately. I was informed that the review of the documents would take several hours up to a maximum of two business days. This deadline has now also passed significantly, without me receiving any feedback or payment.
My account has been under review since last Monday, and the additional documents I submitted have been under review since last Friday. Instead of clarification, I've only received information that the review needs more time.
I am now under the impression that the payout of my winnings is being deliberately delayed. I have been playing in online casinos for about ten years and have never experienced such a lengthy and opaque processing of a payout. For this reason, I request that you investigate the matter and support me in enforcing my claim for payment.
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2 weeks ago
Dear Molko,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 weeks ago
TranslationHello Jean,
No, unfortunately I still haven't received my payment. My documents have been under review since last Friday, even though the stated processing time has already expired. Customer service keeps telling me to please be patient.
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2 weeks ago
Thank you for the update. I understand how upsetting it can be to feel that a casino hasn’t informed you properly and isn't transparent enough regarding the withdrawal and verification process.
Please allow me to ask you a few questions so I can understand the situation.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC (Know Your Customer) verification? Please post a screenshot of your account's verification page.
- Have you accumulated your winnings with or without an active bonus?
- Please upload a screenshot of your withdrawal history directly to this thread.
Thank you very much in advance for your reply.
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2 weeks ago
TranslationHello,
Thank you so much for wanting to help me resolve my case with Twindor.
I would like to describe the events so far to you again in as much detail as possible:
My withdrawal of €4,750 has been processed since July 22nd. I never canceled or terminated the withdrawal. It has now been 21 days without me receiving my payment.
I submitted all the required proof of identity to Twindor on July 21st. This included:
Front of my identity card
back of my identity card
a photo of me holding my identity card
On July 22nd, I subsequently received a notification from Twindor that my profile had been successfully verified.
After the initial payout deadline had passed, my account was subsequently reviewed by a specialist team. As part of this review, I was asked to provide further documents, which I submitted immediately.
My account was then successfully verified again.
This means my account has already been checked or verified multiple times within these 21 days.
Now that the payment deadline has expired again, I was suddenly asked to upload a photo of the front of my identity card.
However, I had already submitted this exact document on July 21st and subsequently received explicit confirmation that my profile had been successfully verified.
I therefore contacted the casino to ask why a document that had already been submitted and successfully verified was required again. So far, I have not received a satisfactory explanation.
What particularly irritates me is this: If my account was reviewed by a specialist department and this review was subsequently successful, I would assume that the previously submitted identity documents were also verified. However, I was not asked to provide the front of my identity card again at that time.
I now have the impression that the payment is being delayed further and further due to repeated checks and document requests. I would like to explicitly clarify that I was and am always ready to cooperate with any legitimate verification. I submitted all requested documents immediately and did not refuse any review.
For me, the question remains, in particular, why a document that has already been successfully verified is being requested again, and why this renewed request is being made specifically in connection with the expiry of the respective payment deadline.
I did not use any bonus or claim any bonus money at Twindor. This is also my first withdrawal from this casino. I have not received any other withdrawals there before.
I will also forward you the emails from Twindor in which they explicitly confirmed that my profile and account have been successfully verified. Unfortunately, I cannot view these verification confirmations in the casino itself, which is why I am attaching these emails as proof.
I'm now very worried about my payout. I've also read reviews of a casino affiliated with/listed as a partner of Twindor, where other players report similar problems with payouts and lengthy investigations. This has made me even more uncertain, and I now have serious doubts about whether I'll receive my winnings at all.
Therefore, I am truly asking for your support.
I no longer know how to proceed with Twindor. I have submitted all the required documents, my account has been successfully verified multiple times, and yet my withdrawal still hasn't been processed.
Please review my case and, if possible, help me to obtain a clear explanation from Twindor and the payment of my €4,750.
Thank you for your support
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1 week ago
TranslationHello,
I wanted to get back to you regarding my case with Twindor and ask if you have been able to achieve anything in the meantime, or if you have received any feedback from Twindor.
I cancelled my original payout of €4,750 today at 4:59 PM after customer service informed me that I should split the payout into smaller amounts, as otherwise payment within the stated timeframe could not be guaranteed.
I then started requesting new withdrawals in €100 increments as recommended at 5:00 PM – just one minute later. All I had to do was prepare the individual withdrawals and enter them accordingly.
It is important for me to emphasize that I have not gambled at any time or otherwise altered the amount. The total €4,750 remains the same amount that I have been requesting to withdraw since July 22nd.
What I find particularly problematic is that my payout has been running since July 22nd, my account has been fully verified, and only now, almost a month later, have I been informed that I should split the payout.
The customer service representative subsequently confirmed in writing that, despite the split payment, I would receive the entire amount of €4,750 within five days. She clarified that this did not mean each individual €100 payment would be disbursed separately within five days, but rather that the entire amount of €4,750 would be fully credited to my account within this timeframe.
However, I was also informed that by cancelling and reapplying, the five days would start all over again.
To be honest, I'm very skeptical whether the €4,750 will actually be paid out in full within this new timeframe. After all, the original payout had been pending since July 22nd, and I only changed the payout date at the customer service's instruction.
I have all the statements from customer service in writing and can of course forward them to you or provide them as proof.
Therefore, my question to you is: Have you been able to achieve anything with Twindor in the meantime, or have you already received feedback on my case? And can you continue to support me with this?
lg
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1 week ago
TranslationHello, please keep the documents from August 11th private and do not share them publicly, as my full name is accidentally included on them… specifically, in the email address…
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1 week ago
Dear Molko,
Thank you for your cooperation and for providing all the necessary information. We will keep the screenshots of your correspondence with the casino hidden.
I truly appreciate the time and effort you’ve taken to share everything with us so far. Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barborka, (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Jean
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1 week ago
Hello Molko,
I’m sorry to hear about the difficulties you’ve been experiencing.
My name is Barbora, and I’ll be handling your complaint from this point onward.
As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.
Best regards,
Barbora
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4 hours ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
