Twin Casino - Player recreates closed account and requests a refund.

I am writing to bring to your attention a matter concerning my recent account activity with twin casino.

On August 5, 2023, I responsibly requested the closure of my casino account due to concerns related to gambling addiction. I appreciate the prompt action taken by casino to close my account in response to my request.

However, to my surprise, on November 28, 2023, I discovered that i can creat an account using the same email address. Regrettably, I unknowingly proceeded to make deposits, resulting in a loss of 336 euros.

Understanding the importance of responsible gambling, and given my previous request for account closure due to addiction concerns, I kindly request your assistance in facilitating a refund of the losses incurred during this period. I believe this measure aligns with industry best practices and emphasizes your commitment to ensuring a safe and responsible gaming environment for all users.

I appreciate your prompt attention to this matter and look forward to a resolution that promotes responsible gambling practices.

Thank you for your understanding and cooperation.

Hello Mardock,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Twin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you did register your new account with all the exact information? Do you have any confirmation e-mail about the exclusion of your first account and if yes, can you please forward it to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Thanks for your reply. Yes the new account had the same data. I will fordward the email conversation i had with them.

When was the last time you spoke to the casino and what was it about?

I talked with the casino yesterday and i told them that why i could open an new account and they told me if they delete a player's account then they can create a new one. Even tho i have told them months ago that i had a gamble addiction.

Also i want to apply the refund also in Leon casino.

Hello Mardock,

Can you please forward your self-exclusion request as non of the forwarded e-mails contain it?

I just sent you

Thank you Mardock for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Mardock,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Twin Casino to join this conversation and share more information regarding the case.

Could you kindly explain how a player, who had applied for self-exclusion, was able to create a new account using the same personal information?

Thank you.

Best regards,

Tomas

Casino.Guru

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.

Hello Mardock,

I hope you are doing well. I just wanted to update you that I am currently attempting to contact the representatives at the casino internally. As a result, I will be extending the timer by another 7 days to see what can be accomplished. I promise to keep you informed of any progress. Thank you for your patience.

Hello Casino Guru team,

We have reviewed the case, particularly the correspondence between the client and our operator, and have decided to refund the deposited funds to the client, the sum of the deposit is available for withdrawal. We apologize for any inconvenience this situation has caused the client.

I want to bring to the client's attention that their account is excluded from activity for only a 6-month period. If they wish to exclude themselves permanently, they must submit a Comprehensive Self-Exclusion request to KGC. The details are in the letter we sent to the client.

Best regards,

Alexander

Twin Compliance Officer

The refunds have been processed, and the case can now be closed. I appreciate the cooperation from the casino and the Casino Guru team. Thank you

Dear Mardock,

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,

Tomas

Casino.Guru