Twin Casino - Player requests a deposit refund.

Hello! I have been playing at Twin Casino and have lost a minimum of 120,000 SEK. This occurred on January 2nd, 2023.

The casino has a Swedish license, so its rules should comply with Swedish casino regulations, right?

1. Self-exclusion: Online gambling should offer players the ability to exclude themselves from all license holders through a central national register, like Sweden’s "Spelpaus."

Additionally, after a certain amount has been deposited, the casino should verify the player and halt further deposits until KYC (Know Your Customer) verification is complete, as is the case with other casinos. I deposited 2,000 euros, 1,000 euros, and 1,700 euros, unaware that I was playing in euros since I only play on Swedish sites.

Moreover, all license holders should offer a self-assessment test to help players evaluate their gambling behavior. Not many casinos offer this, and I would expect Twin Casino, as a Swedish license holder, to have had this in place on January 2nd, 2023.

If they see that someone is depositing 2,000 euros, which amounts to approximately 23,000 SEK after fees, they should recognize a pattern of gambling addiction or problem gambling, especially if it's a new player on the site making multiple deposits.

I would like to contest my case and attempt to get a refund of my money.

Does it cost me anything to submit a complaint to them?

Dear Gandalftheone,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. According to our review and my additional research, this casino only has Curaçao (ANT) and Kahnawake licenses. Could you please clarify why you believe that the casino has a Swedish license?

Thank you very much in advance for your reply.

Best regards,

Kristina

But now they may not have it or maybe it is not a trusted site.

But shouldn't they verify their players after 2000 euros or sort of do some kind of analysis if money is being laundered or not? Like for example STOP 🛑 we need to verify your kyc before you continue. Grateful for answers

Hey! I talked to twin casino, and the problem is they can't find my old account from 2023-01-02 or my transfers because the old company had sold it now to a new company that have no proof that I transfer anything or have any actions on there site. Vad gör jag nu?

Thank you for your reply, Gandalftheone. Unfortunately, this casino currently doesn't have the necessary license to protect you as a Swedish player. Furthermore, this issue occurred over a year ago. Our policy prohibits us from pursuing cases classified as "cold cases" as gathering evidence and reconstructing a timeline becomes highly challenging, if not impossible.  I am afraid our hands are tied in this case.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.