Twin Casino - general discussion (page 5)

Hi dear Radka

So what are you trying to explain to us? That the terms set by the casino itself, which we as players agreed to, stating that it pays out in 1-3 days, are not being followed? Is that okay from your perspective and shouldn't affect its rating? If the casino pays whenever it wants without providing you with a reason for the delay so that you can address it or provide documents that might help, does that also not count towards its rating? It's wrong that verification isn't factored into the rating!

If a casino tries to create bureaucratic obstacles during the verification process to take advantage of time and make you frustrated enough to stop requesting your money, shouldn't that be included in its rating?

Why, when you've already sent four documents (that tehy asked) that clearly state and confirm your residential address, do they then ask for your car registration, which we all know has the date of purchase, and tell you it needs to be more recent? What do you want us to do as players? Sell our car and buy a new one just to have a more recent purchase title? Because even that wasn't enough for them.

I have the impression that you're mistaken—this is just my personal opinion—and that quick verification and fast withdrawal options are factors that contribute positively to a casino's reputation.

Since the user reviews are not verified, allow me to have doubts about what is being written. As for the complaints, I know that people need to send you informations and you know whether someone is registered or not, and those hold more value.

About the unusual that you stated , if they found something "unusual" they must inform the player for the delay about investigation its taken place.

Hi) I have exactly the same problem as you, at first they accepted my documents and wrote that I passed all the checks. I put it on withdrawal, a day later they cancelled it and told me to wait 30 days

Well, I guess I would explain it like this. If it were to be factored into the rating it would not be objective. Every casino has a different verification procedure. Someone is verified in a few days, someone in a day, someone in a few weeks. However, it is not always the casino's fault, but also the players sometimes do not provide the right documents, or format, etc. Then it wouldn't be fair if the rating is lowered for example because it takes a long time and it's not the casino's mistake at all. 

Then there are those that take unnecessarily long and for example ask for documents one at a time and a different one every week. Sometimes it happens that they reject the document and don't tell why and the player tries to do everything to make it right. So it wouldn't be the same if you understand what I wrote. I don't mean to defend this casino and I think it's been going on long enough. But as Radka said, it could be that they hit something in your verification that prolonged it. 

So that's what I would say. 

Hmm, I find it strange when this happens to multiple players. They didn't tell you anything else except that it can take a month ? That would definitely not be enough for me and I would like to know more. 

Anyway, it seems that for now we will have to wait if the team doesn't find out something. 

That's probably the wisest thing to do. 

Hi Jaro,

Did you see what I was trying to explain to you? Dana221 has exactly the same problem. Do you think that's a coincidence? That something might have gone wrong with her verification too? Such a coincidence? I hope that's the case.

What they told me wasn't enough either, and I've sent documents and communicated with them over 15 times so far, without them giving me any reason or explanation, nor asking for additional documents because what I sent wasn't okay. So, do you think a casino that just throws out a response like "I need 30 days to review the documents" without saying anything else deserves a good rating for its KYC process? The last day of the deadline they gave me is August 26th, in 5 days. Are you telling me they need exactly 30 days to review the documents? Not even 20, but 30. Is there something magical about the number 30? Or is it written somewhere in their terms that after 30 days, the account closes, and they're just waiting for those 30 days to pass? Because at this point, I'm expecting anything from them.

The customer service is completely useless. They have no communication with the verification departments; they're just there to repeat the same script, and even they admit they have no information. And you're telling us that it wouldn't be fair to include a rating for delays or for incompetent live support? Of course, it’s fair. I've done numerous KYC verifications with many companies over the years, and I've never encountered such service and a situation like this, and they've also asked for fewer documents. It can't be that Twin is the only "serious" company, and I've been playing for years with amateur companies that are giants in the market.

So, dear Jaro, how do you suggest we reflect this ordeal in the casino's rating? Because it definitely needs to be reflected, and it’s not just a matter for the complaints section.

Thanks for your time

I have fresh news about the situation with Twin Casino. They responded to the thread of my complaint, claiming that they sent me an email and that I filled out a form to schedule a video call with them, specifying the day and time.

It would be good if Mirka now did her own KYC on them and requested that they send her an unedited print screen of the entire screen showing the email they supposedly sent me and the completed form I supposedly sent back. Maybe then I'll find out how and when we're supposed to communicate, because they haven’t sent me anything, and what they’re claiming is completely false. And they didn’t just say that they sent me a form to fill out, but that I filled it out and sent it back to them too. Hahaha, it's completely ridiculous.

I’ve been trying to reach them for almost 20 days because they've blocked my withdrawals, and I can't access my €500. Do they really think I wouldn’t be checking my emails inbox/spam/junk every day?!

And now, with this ridiculous behavior and their lies, you don’t want their rating to be affected because it would be unfair?

Does this mean I also have to wait for a call in 30 days?)

I really don't know what to expect from them anymore. They even sent a message claiming that they sent me an email and that I responded with a date and time for a video call, even though I haven't received anything and haven't filled out anything.

I totally understand why you are of this opinion and I also don't find it normal for a casino to check documents for 30 days if it's just a routine verification and they didn't find anything that could raise suspicion. 

However, I will still be of the opinion that it cannot reflect the safety index and I think I explained that in my previous answer. Every player can have a different experience, and now I'm not saying that your bad one would be less valuable. Nevertheless, consider the case that after such a lengthy and unpleasant verification of you and another player, for example, two more players would come in a week later and say that the verification was done successfully in one day and that they did not have the same experience as you. Then another player would come in the next week and say they had problems with the verification. Should the safety index still be running based on that ? Also, there are a lot of players who don't come to say it was fast and the casino is great, but a lot of players only come when there is an issue. Which I would say wouldn't be fair in this case either. That's not to say, as I mentioned, that I find it normal for verification to take this long, at all, and I would be frustrated myself. 

Besides, I saw from your complaint that you should have a verification call tomorrow. So I'd say that's mainly because they might have missed something and wanted to verify it. So if you pass that one successfully, then I believe it won't cause any more difficulties.

Please let me know how it goes. 

In this case I would just write to them when and what time the call should be made and on what platform, if they don't write you back or something like that, then Mirka will deal with it further. I'm the admin on the forum and I don't deal with complaints, so she will then decide what happens next. If the casino doesn't resolve the complaint, it will get black points and its safety index will be changed, don't worry about that. 

Hi Jaro ,

Yes, I have a verification scheduled for tomorrow, but I only found out about it from here. They haven’t sent me any email as they claim, and I never responded to any form because they simply haven’t sent anything. Why are you overlooking this?

Does it seem normal to you that they say they sent me an email and that I even responded, when that never happened?

Also, yes, simple verifications can happen immediately, but our issue here is when you’ve won and request a withdrawal. Don’t confuse simple verifications with the bureaucracy they create when it comes to withdrawing winnings.

Are we really supposed to take the opinions of customers who simply sign up, go through verification, and don’t have any winnings to withdraw? The issue is with withdrawals, not just playing and losing, because that’s what happens to the majority at casinos—not the winners.

When you’re losing, casinos don’t care about verifications—we all know that. No one ever asked for more documents because you’re losing. As long as you’re losing, you’re their best customer, and they won’t bother you.

I just received communication from them regarding the video call. I'll keep you updated

Thank for your time Jaro

Regards

See, great, so I firmly believe that this verification call will be successful and you will be able to collect your winnings. 

I'm curious to see how it turns out. Feel free to let me know what you find out. 🙂

Hi, how did your call go? What did they ask?

it's later in the afternoon

i will let you know

I had a deposit of $11, and now my balance is $14,000, and they said they would check my documents for 30 days. What is the chance that they will withdraw it?

Hi! How was the call? What did they ask?

1. How do I access their site?

2. Which browser should I use?

3. On my phone, which browser and model do I have?

4. What games do I play, which tournaments, and do I play casino or sports?

5. What were my deposits, and what were my withdrawals?

6. Do I play live or pregame?

7. How did I learn about their site?

And they opened the exit for you?

yes, they unblock me the withdraw option