The player from Russia faces delays in the verification process after multiple deposit attempts and winnings. Although he submitted the required photographs, they were repeatedly rejected, and he was informed that document checks could take up to 30 working days. Despite agreeing on a specific time for video verification, the player faces ongoing issues.
Twin Casino - Player's account is facing delays due to verification issues.
Amount: 10,000 руб
Twin Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.5
Twin Casino has a Safety Index of 7.5, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for player to reply
6d 6h 52m 57s
Case summary
17 hours ago
Public
Public
19 hours ago
Translation
Delays in the Verification Process
Account Number - 88754179
I registered with this betting company around October 27th and used their services for about a week, making multiple deposits. After I started winning and decided to withdraw my money, they told me I needed to undergo verification. I don't have a problem with undergoing verification; I sent them clear photographs with all the necessary information visible. However, they weren't satisfied and kept asking for them to be retaken, over and over. Eventually, all the photographs I sent were accepted, but then I was informed that the document check could take up to 30 working days. About 23 days later, I received an email stating that I needed to complete video verification, which could only be done Monday to Friday, between 10:00 AM and 3:30 PM. They gave me a 7-day window to complete this procedure, after which they would block my account. I was not okay with this timeframe, so I contacted support to negotiate a compromise. We agreed on a time on December 16, 2024, at 4:30 PM Moscow time, and they said final instructions would come via email. Yesterday, December 16, 2024, was the agreed time for the video verification, but as you might expect, I received no email, and there was absolutely no support from the staff. They just responded with excuses, saying they would hurry their colleagues. In 3 days, the deadline for completing the video verification will expire, after which they will simply block my account and not return my money.
Automatic translation:
Public
Public
17 hours ago
Dear drainedgod,
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. It's common for accounts to be blocked until verification is complete.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly you attempted to schedule the verification for yesterday 16/12/2024 16:30 local time but you were not successful?
- How did the casino inform you regarding the current upcoming verification time and date?
- Were you able to contact the casino regarding your verification call already today? With what result?
- Was your account already blocked?
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,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
drainedgod has 6d 6h 52m 57s to reply
