Twin Casino - Player experiences withdrawal delay due to documentation request.

Casino is unfairly asking for PDF Bank statements.

ive deposited thru Interac etransfer. Around $3000 in the last month. I have made on withdrawal successfully in the amount of $475.

I was lucky and got a nice Win and ended up with around $4000.

i made a withdrawal request and now i am being asked for bank statements. I have no problem sending screenshots in. However, they only want PDF bank statements. These are generated by the bank only once a month. This is extremely unfair towards a player to refuse screenshots of the information. Screenshots should suffice. I’ve played on many sites and this is not normal. Especially considering it was Interac etransfers used to deposit.

they are deliberately delaying my withdrawal.

Dear Ggpokerben, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please specify if you provided the casino with your bank statement when you requested your first withdrawal of $475?

When will you receive the necessary bank statement in PDF format from your bank?

Have you discussed this matter with customer support? Did they offer you any alternative solution?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards

Veronika

thanks for replying.

On 12/27 I was asked to send some documents in and they were sent and approved. I do not recall what was sent.

I will have the statement after Feb 1st. that is when the bank generates it for the previous month.

I have gone back and forth now 30ish times with customer support. They wont budge. Ive sent in screen shots showing bank statement, transactions, interac transfers, void cheques prooving it is my account the etransfers are sent from and much more. I have now seeked out employees on linkedin and found emails through other methods and have started trying to escalate it by contacting them.

The most troubling part of this is that this site and Leon have the same owners. I am verified and have deposited thousands on Leon and have many withdrawals over 2ish years or so. I don't understand why I am being treated so unfarily on this site.

It makes me sad because now I don't think I will use Leon anymore either.

I am asking Twin to accept what is provided as it should be sufficient and do the right thing for your customer.

I understand that you are feeling frustrated about the situation. Unfortunately, the only solution I can suggest is to contact your bank and request an early bank statement for this month. Some banks provide the option to download the statement directly from their Internet banking app. However, please note that such statements may not contain all the necessary personal information requested by the casino.

I already tried that. It’s not possible. If that is your only suggestion then I am assuming this kind of request from a casino is normal in your eyes? And I will just have to wait until the document is available next month?

I’ve played(deposited, account verified, withdrawal, etc) on literally 50+ sites and have never once had to supply such a particular version of one’s transaction history ever. I am starting to wonder about these #’s given out by casino guru to these sites. Seems like game selection, deposit options and other less meaningful things are ranked higher than what ultimately matters, the ability to get winnings off in a timely and fair manner thus giving these sites a higher ranking than what they actually deserve …..

Update.

Today I received this message from Twin:

Hello, (deleted).

We hope you are well.

We understand your concerns and would like you to have peace of mind that the funds from your account will be paid in full after the verification procedure, but We guess that your screenshots and printouts confirming deposits towards Twin were edited in a graphics editor.

Please provide a proof of deposit made to Twin without any editing. You can provide a proof of one penultimate transaction 362399274 made on 07th of January (400 CAD).

Please don't edit your document at all.

We appreciate your cooperation.

-----------------------

This has restored some of my faith in this company. I can only guess from that message they thought my documents were altered. I dont know. I re-submitted the same documents I had before and an hour later I was verified. I put in a withdrawal for a small amount $50 and it got approved and I have received it. I just put in another withdrawal amount for a large amount and it is pending.

Do I understand correctly that the casino accepted your proof of deposit?

Could you please confirm if you received your larger withdrawal yet? Would you kindly specify the amount, so that we may change the disputed amount in the header of this complaint?

Yes. I think total amount was around $4000. Everything is good now. My account fully verified.

Thank you for the update. Please let me know if there is anything else I can assist you with or this complaint may be closed.

Everything is good now.

Dear Ggpokerben,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru