The player from Sweden had made several unsuccessful attempts to permanently close her account, which caused her to lose approximately 400 Euros. Despite multiple emails sent to the casino, they hadn't responded and the account reopened after 24 hours. The player had sought a refund and permanent account closure. In response, the Complaints Team had explained the difference between account closure and self-exclusion, and requested evidence of her account closure requests. The casino claimed to have responded to the player's requests but hadn't received any confirmation for account deletion. The player's account was closed after she confirmed the deletion. However, the player didn't respond to further queries from the Complaints Team, leading to the rejection of the complaint.
Twin Casino - Player can't close the account permanently.
Amount: 4,000 kr
Twin Casino
Safety Index:Above averagePlayer stopped responding
REJECTED
Case summary
I have on multiple occasions requested that my account be closed because I do not want to lose more money. Despite the casino promising to respond promptly to my message, they have never responded to any of the roughly 5-6 emails I have sent asking for my account to be closed. There is also an explanation provided on how to close one's account permanently. I have tried to do this multiple times, but the account only closes for 24 hours and then it opens again. This has resulted in me losing a lot of money, approximately 4000kr (400 euros). I wish to get this money back and for my account to be permanently closed.
Dear Lella,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
Would you be so kind as to forward me the account closure requests you sent to the casino? My email address is veronika.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
Hello again! I contacted them via their site Twin. There is a tab to click called "Support". This allows you to send a message to support.
Which I have also done several times without getting any feedback. I have also tried to close my account for 6 months which would be possible if you set the deposit limit to 0. This didn't work either.Got a reply from the casino where they wrote the following
I answered pretty promptly
Despite this, my account is still open!! Tried to make a deposit of 10 euros to check! As I said, I have lost a lot of money because they have not closed my account permanently, as I have wanted. Now they had also promised that this would happen immediately, which has not been done. Am sure I have lost more than 400 euros but will settle for requesting 400 euros back.
Thank you very much, Lella, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello Lella,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Twin Casino,
Could you possibly provide additional information regarding the self-exclusion and refund request and clarify the situation?
Thank you in advance.
Respectfully,
Michal
Okay. I wrote repeatedly over the course of about 1-2 weeks that my account would be closed because I didn't want to lose more money, as I find it difficult to stop playing on my own. Despite this, my account was not closed and I continued to play. Which resulted in me losing much more and money than I could spare. When I then submitted a complaint to you, my account was closed a day after I had asked for it one more time. The money that I have lost amounted to between SEK 5000-7000. However, I would like to get SEK 4,000 back as I believe that some of the blame for me losing more money lies with myself as I have to take personal responsibility for my gambling. But it's hard to finish once I've started playing.
Hello Casino Guru team,
Our operators responded to the client's requests four times but did not receive any response with an explanation for the deletion or its confirmation. It was only recently, 29.03.2024, that the client replied to our communication and confirmed the deletion. The account was deleted within several hours after we received the confirmation from the client.
I also want to point out that to permanently exclude the account, the client must submit a Comprehensive Self-Exclusion request to our Regulator. We have informed the client about this procedure by sending them a link to our Responsible Gambling Policy at twin.com/responsible-gambling.
Thank you for your assistance in resolving this case.
Best regards,
Alexander
Twin Compliance Officer
Dear Lella,
Can you confirm that your account is closed now? Did you submit a self-exclusion request to the regulator as suggested by the casino? And also, can you tell us if you have mentioned gambling problems as a reason for the account closure in any of your emails?
