Twin Casino - general discussion (page 3)

I have been waiting for 9 days now I do not understand and customer service just repeats the same thing in every Mail that they can take up to 30 days!!! Sent in 10 different documents absolutely crazy

Is that all the casino told you? We give casinos 14 days to resolve the KYC, so if you still have a problem and the casino keeps saying the same things over and over again, then you can file a complaint with us. 

I know it's the holidays and casinos also take care to verify players, but if several players have the same problems, it's probably not a coincidence and there might be a flaw somewhere.

So let us know how your situation develops.

Yes, they only send standard mail, it takes 3-30 days and never had more documents needed!! And now we are on day 9 crap casino

I'm just gonna throw this out there, but maybe you guys should think about posting something on the main page which warns players to be very careful when playing at any Curacao-licensed casinos for the foreseeable future.

Not sure if many are aware, but Curacao is in the midst of a complete licensing overhaul, doing away with the four main license holders and replacing them with just one: the Curacao Gaming Control Board.

From their website:

The government of Curacao is in the process of modernizing its gambling legislation to bring it in line with international standards and to adopt a responsible gaming policy that spans all gaming activities that are and will be licensed in the jurisdiction.

Based on this new legislation, the GCB will be converted into a new independent licensing and supervisory authority for all games of chance.

The first gaming sector to be legalized under this new law shall be remote gaming.

The government is considering the possibility to temporarily exempt from the new legislation operators who, at the time that the new law enters into force, offer remote gaming under a license granted under the NOOGH so that they can temporarily continue to operate during this period without needing to apply for a license immediately.

The government is aware that a significant number of operators are currently operating under a license granted under the NOOGH. Hence it is one of the government’s priorities to safeguard the current business carried out by these operators. The government would like to see their continued operations from Curaçao in the future. At the same time, the government must ensure that the possible temporary exemption being granted will not be abused.

As of November 15, 2023 it will be possible for operators to apply for a new license under the current law directly with the GCB.

This has just started to happen, so I'd guess you're likely to see more than a few casinos go tits-up in 2024 as they try to sort out their licensing issues.

There's also the operators that are just gonna say "Phuck it", and bring in as much money as they can until they get shut down. This is what worries me..

The GCB has not yet started handling complaints as there is no formal procedure for that in place yet. The GCB currently aims to have a complaints procedures in place in the first half of 2024. As soon as this is the case, we will announce it on this website.

So, it appears as though there will be no licensing board to formally launch complaints with for at least the next six months. IMO, we'll be lucky if they're operational by October at the earliest.

Food for thought.

https://www.gamingcontrolcuracao.org/

I hope twin pays out my money what do you think?

I certainly hope so, but I wouldn't hold my breath.

10 documents and 3-30 days

If you look at the "About Us" at Twin, you'll see an email address that links to twinbets.com

One might expect that to be nothing more than an alternate URL, but here's what's there..

That's not very reassuring.

Hello Radka,

At the beginning I send them all the documents they asked then they send me email saying that my account is successfully verified, then after this successful verification they keep asking more documents. I still keep sending. Finally today they send me another email saying that my account is verified again . But I am still afraid I will try a withdraw then I will let you know .thanks

How long have you been at it?

About 3 weeks

Not that it needs to be said, but please do not deposit any more money at this casino.

Find a new place to play, preferably with a license from the MGA or UKGC.

Dear Customer,

We would like to inform you that some features of your account are temporarily blocked until the end of the video verification procedure. The procedure takes about 10 to 20 minutes of your time. The video verification procedure includes communication with the twin specialist and demonstration of your document to the interviewer.

The procedure for you is assigned for Monday 25 December at 12:00 (GMT+1).

To meet the interviewer, follow the link below:

https://leon-call.whereby.com/wsedcnji25122023-2?turn=only

Immediately after that, enter the first and last name, press "Continue", grant access to the webcam (via Request permission) and microphone. When you are fully prepared, press the "Knock" button and wait for the interviewer to grant access to the room.

You can use any device you own, including a laptop, PC, tablet or smartphone. Also, be ready to tell the operator your account number.

To complete this procedure, the user is given a certain period.

In case of violation of the 7-day period established for video verification, your account will be permanently blocked without the possibility of further use.

This stage of verification is carried out in accordance with section 6 of the omp company terms and conditions. Please read Sections 6.1, 6.2 and 6.5 of the Terms of Use before going through video verification.

Do I have to be interviewed???

Anyone experienced video varifieting?

Hello dear , is that video verification for me ? Because yesterday twin casino send me email saying that my account is verified. And actually I don't understand why I should have a video verification and is I have to , what documents should I prepare ?

have you received mail about video varifieting then?

Did you manage to complete this video verification?

I’ve played on Leon for a long time and have never had an issue, depositing withdrawing, account verification etc.

i joined twin after reading they are owned by the same company and have played here for about a month and I am regretting it

rhey have asked for a bank statement in PDF format to show my Interac etransfers to them. They won’t take screenshots like every other casino. This isn’t thousands of dollars either we’re talking about. $600. I’ve tried to inform them this is unfair as the bank generates them only once a month. So I am to wait until that time to be able to withdraw money? It’s unbelievable.

i am waiting to hear back via email.

UPDATE:

Beware of playing on Leon.bet/Twin/Oddsring - unfair account verification procedure

I have been a player on Leon for awhile and never had a problem.

I took a break from playing there and later on signed up on Twin.com as I saw they were also owned by the same company Moonlite N.V. so I figured it was a great place to play as well.

I have deposited, withdrawn and verified my account without a problem. I then tried to withdraw again in the amount of $4000 and I was hit with another account verification.

This time they are requesting a bank statement in PDF format only. No screenshots like every other site I have played on accepted including Moonlite N.V. site Leon. This is extremely unfair as they are requesting something that the bank only generates once a month. I cannot get the bank to generate a real time statement of transactions up until today. This is a standard banking practice. I have 3 accounts with 3 different banks and they only generate the monthly PDF statement once a month. I took screenhots of the bank account, a void cheque showing the account information and prooving it was mine, screenshots of the specific interac etransfer transactions but they were all declined. This is an obvious stall tactic to get a player to lose their winnings while waiting. I literally have to wait until the end of the month before something that like is available. How is that fair? I don't know. Total deposits were around $3000 and total withdrawals including the above mentioned one is around $4500. So we are not talking huge money either. Deposits were all made by interac etransfer, which is absolutely bullet proof when it comes to not being able to chargeback, fraud, etc. Once its sent, its sent and gone from your account forever. So why this level of verification is required doesn't make sense.

I have contacted my bank and they can print off transactions up until todays like I can do at home, but its not in the format of the monthly statement and it didnt work.

I am seriously considering seeking out profiles on social media LinkedIn, etc until I get this resolved. This kind of behavior from a site is predatory and extremely unfair to the player.

Please use this as a warning before playing on any sites owned by Moonlite N.V. Leon.bet Oddsring and Twin.com

If I can get them to come to a rationale decision I will certainly update this post.

Any suggestions? lol