The player from Germany had requested a €3,000 withdrawal from Twindor Casino two weeks earlier, but it remained unprocessed. The KYC verification process had taken eight days, after which the casino insisted on processing the withdrawal in smaller installments, citing banking issues. The player also reported that the casino's support team had been unhelpful. We requested a response from the casino, but while awaiting its reply, the player canceled the remaining withdrawal requests and played through the funds. As there were no longer any outstanding winnings to dispute, we had no option but to close the complaint as rejected.
Twindor Casino - Player's withdrawal is delayed and restricted.
Closed
Our verdict
Other
Amount: €3,000
Twindor Casino
Safety Index 8.7 HighCase summary
Discussion
Public
Public
1 month ago
Translation
This concerns Twindor Casino. The casino is refusing to process a €3,000 bank transfer. KYC verification took eight days instead of the stated two business days. Suddenly, they're telling me to withdraw in €100 increments, supposedly to avoid problems with the bank. Support is unhelpful and pressures me to change my withdrawal, thus prolonging the wait even further.
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
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Twindor Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you made any successful payouts from the casino?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the recommendation to split payouts into smaller installments? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
Public
Public
1 month ago
Dear 7xmxk,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Small update: I've already received €100 seven times. Yesterday, I canceled a €100 withdrawal (I still had €2300 outstanding from the casino). With this canceled €100 withdrawal, I also won another €800 (bringing my balance back up to €3100). Afterwards, I contacted support to inquire why I had only received €700 after the 5 business days stated by Twindor, instead of the full amount. They informed me that I would have to wait another 5 business days due to new withdrawal requests. However, I hadn't received any money from the casino two days before I canceled the €100 withdrawal. Support keeps stalling and says they can't expedite the process.
Before I should cancel the €2000 and €1000 payouts, I have already waited since August 16, 2026.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 month ago
Translation
I now submit a support ticket to them every day, and yet they seriously try to tell me that 30 applications submitted in less than 10 minutes have still not been processed – even though, according to their own statements, the processing time is a maximum of 5 working days.
The fact that these applications haven't been processed even after almost a month is completely incomprehensible to me. Especially since I've already received several €100 transactions, while there's still €2,900 outstanding.
To me, this now seems extremely unprofessional and borders on fraud.
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
1 month ago
TranslationPlease excuse my choice of words in most support tickets, but I'm tired of being strung along and made fun of every time.
Automatic translation:
Public
Public
1 month ago
Dear 7xmxk,
Thank you for your cooperation and for providing all the necessary information. 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, Maria (maria.b@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,
Tomas
Public
Public
1 month ago
Dear 7xmxk,
It’s a pleasure to e-meet you. My name is Maria, and I’ll be handling your complaint moving forward.
I understand your concerns, and please be assured that we will do our best to clarify the situation and work towards resolving the matter as soon as possible.
Should there be any updates or additional information you would like to share since your last message, please feel free to let me know.
As a first step, I will try to contact a casino representative outside of this thread, as we do not yet have an established contact for the casino. If there are any new developments on our side, we will make sure to keep you informed.
Thank you for your patience and cooperation.
Best regards,
Maria
Public
Public
1 month ago
Translation€2400 still outstanding. I received €500 today.
Automatic translation:
Public
Public
1 month ago
Translation€1900 outstanding. Received another €500 yesterday. They're so slow to pay out, it's driving me crazy.
Automatic translation:
Public
Public
1 month 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.
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Account review indefinitely.
"We need to review the transactions" – as always, support keeps you waiting indefinitely.
Automatic translation:
Public
Public
1 month ago
TranslationI cancelled and gambled away the remaining payouts since there is no prospect of further payouts for me.
I advise everyone against depositing money on this site.
Customer support just keeps stalling, and you occasionally receive €200-€500, but only at the casino's whim. They do pay out, but so unreliably that it's unacceptable. Furthermore, after almost two months of waiting, they supposedly conduct account checks out of nowhere, even though the site advertises payouts within five business days for my amount.
I still thank Casino Guru for trying to help me in this case.
Twindor failed miserably in my test.
Automatic translation:
Public
Public
1 month ago
TranslationFurthermore, the KYC check took eight days instead of the advertised two business days. During this time, I was repeatedly told that the responsible staff were supposedly very busy. At the same time, I was informed that support was not responsible for this.
Furthermore, after the already very long waiting period, the payout wasn't processed as a single transaction. Instead, I received an email informing me that while I would receive my money, the payout had to be split into €100 increments. The reason given was that this was necessary due to the payment provider and to avoid problems with my bank.
This reasoning is difficult for me to understand. If a larger payout is split into, for example, 30 individual transactions of €100 each, I don't see why this should be less problematic than a single transaction.
Automatic translation:
Public
Public
1 month ago
Dear 7xmxk,
Thank you for the update and for clarifying what happened with the remaining funds.
I’m sorry to hear that, after such a prolonged withdrawal process, you ultimately decided to cancel the remaining pending withdrawals. Since the funds were subsequently played, there is unfortunately no longer an outstanding withdrawal that I can ask the casino to process.
Nevertheless, I understand your frustration, especially considering the lengthy delays and the payouts being processed in small installments.
The casino has still not responded to my previous messages, even though their live chat support assured me that my message would be reviewed. However, the casino still has some time to provide its statement and clarify why the withdrawal process took considerably longer than expected.
Thank you for your patience and cooperation.
Public
Public
4 weeks ago
Dear 7xmxk,
I understand that this situation may be frustrating, and I sincerely regret that we are unable to assist you further in this matter.
Although the casino has not responded to your complaint, the funds in question have already been played out. Therefore, as there is no longer any remaining amount to dispute, we have no option but to close your complaint as rejected.
For future reference, if you encounter any issues with withdrawals and decide to submit a complaint, we strongly recommend that you refrain from using the funds in question until the matter has been fully resolved. This will help ensure that your complaint can be properly investigated and addressed without further complications.
I understand that this may not be the outcome you were hoping for, and I appreciate your understanding of our position.
If you have any further questions or require assistance with another matter, please do not hesitate to reach out.
Thank you for your understanding.
Best regards,
Maria
