The player from Germany had their bonus winnings cancelled after an accusation of the account being linked to someone else’s through the same IP address.
Twin Casino - Player’s bonus winnings have been confiscated.
Amount: €1,000
Twin Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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3 years ago
Translation
Hello,
I found a contribution to the twin casino with you - almost exactly the same thing happened to me, only the amount in dispute is 1000 euros. And the bonus wasn't the welcome bonus but a 'normal' deposit bonus where I got 25 spins on Book of Dead. The value to be implemented was of course reached.
Here is the link from the case, which is as good as the same https://de.casino.guru/twin-casino-die-bonusgewinne-des-spielers-wurden-beschlagnahmt-
Automatic translation:
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3 years ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found https://twin.com/document/bonus-terms:
"Any bonuses and/or free spins can only be used once by each household, family, address, e-mail address and IP-address. We reserve the right to cancel/remove a bonus offer at any time in case of any suspected abuse of the offer and to terminate the offender’s account with immediate effect."
We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address as yours? Have you been using VPN (Virtual Private Network) while playing? Is your account still accessible or it has been blocked?
Lastly, please forward any relevant communication between you and the casino to petronela.k@casino.guru.
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,
Petronela
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3 years ago
Translation
Thank you for the quick reply - so, I opened my account from my mobile phone. And I'm also logged into other wifi more often. You can't rule out that someone else has registered there with it.
My friend also has an account with them, but he had one years before me - he always did everything on his cell phone.
After winning, I verified myself, they tried to turn everything around, made me wait a long time for every answer and then after weeks of back and forth told me that they didn't want to pay out because they supposedly did are 'linked IPs'. After that, I didn't get any more answers when I asked what the details look like and that I first want to understand exactly and that you should therefore please send me precise information.
So my account is still open (my friend's too).
I feel really unjustly treated!
Thanks again for the quick answer!
Edited
Automatic translation:
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3 years ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 years ago
We would like to ask the Twin 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’.
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3 years ago
Translation
Good day -
yes of course I can send the things to your email address -
I'll take care of it later today!
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3 years ago
Translation
Hello Jozef -
Can you write me your email address, please? I can't find it here at all
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3 years ago
Hello Katrin.
Thank you for providing all the information.
Please, could you confirm that you have played (at least once) from the same IP address as your boyfriend?
How long have both of you been playing in this casino?
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3 years ago
Translation
Hello -
So we have certainly played from the same IP, but that for a long time. My friend has been registered there for several years and I have been there for over a year. He only played from his cell phone, but was connected via my WiFi.
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3 years ago
Have both of you passed trough the verification and have both of you done multiple deposits?
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3 years ago
Translation
I can answer everything with yes.
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3 years ago
Dear Admin187.
Thank you very much for all the information. We will now try to get in touch with the Twin Casino.
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3 years ago
We would like to ask the Twin 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’.
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3 years ago
Hello!
May I ask for player ID or any personal information please in order to investigate?
Kind regards,
Twin
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3 years ago
Dear Katrin,
We have looked into your case and kindly be informed that your account has many IP links with others accounts and as per our T&C : I'm sorry to inform you that the withdrawal is cancelled and the funds confiscated due to a violation of our T&C.
15. Any bonuses and/or free spins can only be used once by each household, family, address, e-mail address and IP-address. We reserve the right to cancel/remove a bonus offer at any time in case of any suspected abuse of the offer and to terminate the offender’s account with immediate effect.
Kind regards,
Twin Casino
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3 years ago
Translation
Hello everybody -
1 .: We did not take advantage of the same bonus offer (I was a deposit bonus that I got games for at Book of Dead from 04/07/2020 - my friend didn't make a deposit in April. His first deposit was End of May)
2 .: We are often in my or his household, but we don't live together.
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3 years ago
Dear Katrin.
Please, could you react? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
Translation
Good evening -
after I have been to the twin.com page several times in the last few days and - as a 'proof-of-address' - uploaded the required account statement for the account from which I paid in + further communication with the casino; I paid myself 85 € today that I earned. The payout was made directly after the casino's confirmation and has already been credited to my account.
I would therefore ask you, after my account has obviously been verified, to pay out the outstanding amount to my account, ending with * 6736.
Automatic translation:
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3 years ago
Dear Katrin,
We are investigating the matter and will get back to you shortly.
Kind regards,
Twin Casino
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3 years ago
Dear Twin Casino team.
I am extending the timer by 10 days. Please, inform us when you finish the investigation.
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3 years ago
Dear Katrin,
Please note that the photo that you sent is with an expired ID. Kindly send us a photo holding your valid driving licence that we have in file.
Kind regards,
Twin Casino
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