The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. She had requested €4,750 on July 22 and later received only partial payments, while the casino kept reopening verification and security checks and asking her to split the withdrawal into €100 installments. We tried multiple times to get a response from the casino, but without cooperation from their side nothing more could be achieved, so the complaint was marked as unresolved.
Twindor Casino - Player’s winnings haven’t been received yet.
Unresolved
Our verdict
No reaction
Black points: 1,266
Amount: €3,252
Twindor Casino
Safety Index 4.7 LowCase summary
Discussion
Public
Public
1 month 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
Automatic translation:
Public
Public
1 month 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
1 month 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
Public
Public
1 month 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.
Automatic translation:
Public
Public
1 month 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.
Public
Public
1 month 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.
Automatic translation:
Public
Public
1 month 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.
Sensitive attachment
Sensitive attachment
1 month 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
Automatic translation:
Public
Public
1 month 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
Automatic translation:
Public
Public
1 month 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…
Automatic translation:
Public
Public
4 weeks 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
Public
Public
4 weeks 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
Sensitive attachment
Sensitive attachment
4 weeks ago
Translation
Hello,
I would like to inform you about the current status of my case, as the situation unfortunately remains unresolved.
My initial withdrawal of €4,750 was requested on July 22nd and was never voluntarily cancelled by me. After several checks and delays, Twindor finally informed me that I should split the withdrawal into individual installments of a maximum of €100, as this would expedite the payment process via the payment provider.
I have fully complied with this request and divided the entire payment accordingly into €100 amounts.
On Sunday, I actually received only €500. Since then, no further payments have been made.
The five-day withdrawal period reiterated by Twindor has now also expired. Of the original €4,750, €4,250 is still missing.
I have already contacted customer service again. They simply informed me that they are now waiting for the results from the specialist department. I still haven't received a concrete explanation of when I can expect to receive the rest of my money.
I must now say quite frankly that I have the impression this is nothing more than a stalling tactic. Since July 22nd, my payout has been repeatedly delayed by new checks, document requests, and subsequent new payout deadlines. Although I have submitted all the required documents and my account has been successfully verified multiple times, I still haven't received my money in full.
What I find particularly worrying is that all the deadlines mentioned by Twindor have now passed, and yet only a very small part of my payout has actually reached me.
I'm now seriously worried that I might not receive my remaining €4,250 at all. Frankly, I don't know how much longer I should wait for my money or what further steps I can even take.
I have fully cooperated with every audit and promptly submitted all requested documents. Now I expect Twindor to finally ensure a full payment and provide me with a concrete and comprehensible explanation as to why €4,250 is still outstanding.
I would therefore be very grateful if you could continue to support my case and confront Twindor with the current situation. In particular, I request that you work towards finally informing me specifically when and for what reason the outstanding €4,250 will be paid out.
Thank you for your support.
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
3 weeks ago
TranslationLadies and Gentlemen
I have just received another notification that my account is to be reviewed for security reasons.
I absolutely cannot understand this renewed review.
Such a review of my account already took place about three weeks ago. My account was reviewed by your specialist department at that time and subsequently successfully verified again. I received confirmation that everything is in order.
Since this review, I have not changed anything on my account. I have not played, made any further deposits, or engaged in any new activity since then.
I have already provided you with all the documents you requested, including:
Front and back of my identity card
a photo/selfie with my ID card
Proof of payment
my bank statement
other documents you requested
All these documents were submitted by me immediately and have already been reviewed and approved. Furthermore, my account has been successfully verified multiple times.
After my initial payment of €4,750 was not processed for weeks, I was finally informed that I should split the payment into installments of €100 each in order to expedite the process.
I have fully complied with this request and divided the entire payout accordingly.
Only €500 was paid out. The remaining €4,250 is still outstanding.
And now the following happens again:
My withdrawal has been stopped again, and at the same time, another security check of my account is being carried out.
This will delay the payout again, and apparently another waiting period of five days will begin, or the payout will be withheld again.
I now find this process extremely disappointing and incomprehensible.
I haven't done anything since the last check that would justify another security review. Nevertheless, the exact same process is being carried out again, even though my account was already checked and successfully verified three weeks ago.
This has given me the distinct impression that my payment is being repeatedly delayed by new checks and requirements.
First, I had to wait weeks for my initial payout. Then, my account was reviewed by a specialist team. Afterward, further documents were requested. My account was then successfully verified again. Finally, I was informed that I should split the payout into €100 installments to expedite the process.
After I fully complied with this request as well, only €500 was paid out.
And now the payout is stopped again and my account is checked again for security reasons.
I would therefore like a concrete and comprehensible explanation from you as to why this renewed review is necessary, even though I have not undertaken any new activities since the last review.
Please answer me specifically:
What exactly is checked during this re-examination?
Why is this verification required again even though my account has already been successfully verified multiple times?
Why was my payout stopped again?
Does this renewed review trigger a new five-day period?
If so: On what basis is this renewed deadline set?
When will I receive the remaining €4,250?
I have fully cooperated and submitted all the documents you requested. I have not made any further deposits, have not continued playing, and have not engaged in any new activity on my account since the last review.
Therefore, I do not accept that my payment is repeatedly stopped by new checks that are incomprehensible to me, and that the processing is thereby delayed again.
I expect a concrete explanation and the quickest possible payment of my outstanding €4,250.
Please explicitly inform me whether, based on this renewed review, you will indeed set another five-day deadline and why this should be justified despite the verification having already been successfully completed several times.
Best regards
Automatic translation:
Sensitive attachment
Sensitive attachment
3 weeks ago
TranslationHere's proof that the review currently underway has already taken place. I haven't deposited any funds or played since July 22nd.
It's just one game this casino plays.
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
3 weeks ago
TranslationI've been waiting for a month for my payout, and the casino keeps coming up with new tricks; it's just a game now... I can't believe it.
Automatic translation:
Sensitive attachment
Sensitive attachment
3 weeks ago
TranslationHello,
Small update: an account review is now underway. Considering I requested my withdrawal on July 22nd, my account has been verified three times since then, and another review is still pending, and then the finance department asked me to split my withdrawal, sending a one-time payment of €500, and now another review is taking place... it's just a scam. The terms and conditions state it takes five days for the money to arrive in my account, but I've already been waiting a month. I'm truly speechless.
Automatic translation:
Sensitive attachment
Sensitive attachment
3 weeks ago
TranslationHello,
My withdrawal requests are active again and I have only received €100…
Automatic translation:
Sensitive attachment
Sensitive attachment
3 weeks ago
TranslationThey send €100 a day, nothing more. Am I supposed to wait another two months for my full money?
Automatic translation:
Public
Public
3 weeks 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.
Public
Public
2 weeks ago
Hello Molko,
Thank you for the update. I understand your frustration, especially considering how long you’ve already been waiting and that the payments are still coming through only in €100 amounts.
At the moment, we’re still waiting for Twindor to respond to us regarding your complaint. I’ll keep following up with them and will let you know as soon as I receive any response or further information.
Public
Public
2 weeks ago
TranslationHello Barbora,
Thank you for your message.
Attached is a new email from Twindor.
In my opinion, they're just stringing me along.
I've been waiting for my money since July 22nd, and new checks keep popping up, even though I haven't played or deposited anything since then. They're still transferring €100 daily; none of their statements add up. I hope they'll finally get me all my money.
I won the money with a single deposit and without a bonus, so for me that's just an excuse.
Automatic translation:
Public
Public
2 weeks ago
TranslationHas Twindor contacted me yet? Nothing has changed; I still receive €100 every day.
Automatic translation:
Public
Public
2 weeks ago
Hello Molko,
Unfortunately, Twindor still hasn’t responded to me regarding your complaint. I understand this is frustrating, especially as you’re still receiving only €100 per day.
The timer for the casino is also now close to expiring, so we’ll see how they proceed.
Public
Public
2 weeks ago
TranslationGood morning Barbora,
For example, I didn't receive my €100 deposit today either. I don't know if it would help if they contacted Vox Casino? I saw that there's a representative who also responds… Twindor Casino belongs to Vox Casino; both are operated by UDWIN BV. I'm really worried about my money…
Automatic translation:
Public
Public
2 weeks ago
TranslationHello Barbora,
Is there any news yet? I can't believe any of this... As of today, I've been waiting 42 days for my withdrawal. I requested it on July 22nd, and my account was verified that day. Then there were further checks, and my account was verified two more times. Then they told me I should split the withdrawal into €100 installments to speed things up. Now, the next verification process has been underway for 14 days, and despite the verification, they paid out €100 every day until Sunday. I haven't done anything wrong or broken any rules. I'm just incredibly angry that I've been waiting for 42 days. I've never experienced anything like this in the 10 years I've been playing online casinos. They say that no winnings are paid out during the verification process, and yet they paid out €100 every day... at least until Sunday. If they really thought I had broken any rules, they wouldn't have paid out anything. I know for a fact that I haven't broken any rules; I've been playing casino games for 10 years. And I've never experienced waiting 42 days for my money before…
I haven't done anything since July 22nd, neither played nor deposited any money.
There is still €3252.00 outstanding that has not been paid out…
Edited
Automatic translation:
Public
Public
1 week ago
Dear Molko,
I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system.
I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.
I would also like to advise you to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official email at complaints@cga.cw.
While this authority states that they are not able to mediate complaints between players and operators, it is still worth a try, as receiving a higher number of complaints could prompt them to take regulatory action or increase oversight of the operator involved.
Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.
You can find more information on how to properly submit a complaint to the regulator at this guide on submitting complaints to regulators.
Please let me know if you need any help with submitting the complaint or if you receive a response from the regulator by emailing me at barbora.p@casino.guru.
Kind regards,
Barbora
