The player from Germany had her bonus winnings canceled after an accusation of the account being linked to someone else’s account with the same IP address. The player was instructed to contact the gaming authority. Unfortunately, since we didn't receive any response from the player regarding the regulator's decision, we ended up rejecting the complaint.
Twin Casino - Player’s bonus winnings were confiscated.
Amount: €320
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
8 months ago
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3 years ago
Translation
Hello,
I registered here because I don't know what to do next.
I won at twin with the second welcome bonus after converting 320 euros.
That is why I immediately sent all the necessary documents.
Two days later I received an email from Twin informing me that my account was now fully verified and that my winnings had been confiscated!
With the reason that another account is already connected to the IP address.
A week later I was excluded from all bonus promotions.
But my account is not blocked !?
I admit that I play games on other devices and friends from time to time.
The registration with Twin was done via my cell phone.
I am very surprised that Twin just decided that way.
You actually only read positive things about Twin everywhere. Unfortunately I can't share my opinion.
I haven't had any other casino problem with anything like that.
Even Big5Casino paid out without any problems! To give an example.
I have contacted Twin several times about this. But always get "sorry" and a reference to the terms and conditions.
What can I do to get the money?
Thanks in advance.
Automatic translation:
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3 years ago
Dear Dora,
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? Is your account still accessible or it has been 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,
Petronela
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3 years ago
Translation
Hello Petronela,
Thank you for your reply.
I am sure that no one else has logged in to Twin from my cell phone and therefore my IP!
That was my second deposit at Twin!
In one game session (6 hours) I played on a well-known wifi.
Of course, I cannot rule out that someone has already registered with Twin via this WLAN!
I don't have DSL at home! And to play over the cell phone contract is consumption in the long run because of the high data and not possible at all!
That's why I rely on public or known WiFi connections that are not mine.
In my twin history you can see that I have already logged into Twin with 5 or 6 different IPs
But also that the registration with Twin and most log-ins happened from my cell phone!
My account is still open!
And I am completely verified with all documents at Twin!
Best regards
Dora ***
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Thank you very much Dora for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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
Hi Dora,
I looked at your case and understand your situation. I will contact the casino and see what can be done.
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3 years ago
Hello Dora,
I am sorry to hear that you experienced Twin Casino in a bad way. Could you please provide me your customer id so I can double check your case?
Best regards,
Twin Casino
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3 years ago
Good Morning Dora,
I spoke to our support team and they found 3 accounts linked to the same IP address. Cause there is a high risk of bonus abuse in this case we excluded your account from any bonuses. Please see here our T&C's:
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.
18. In the event that we believe you are abusing or attempting to abuse a bonus or other promotion, displaying irregular betting behavior, or you are likely to benefit through abuse or lack of good faith from a gambling policy adopted by us, we may at our sole discretion, deny, withhold or withdraw you from any bonus or promotion, or rescind any policy either temporarily or permanently, or terminate your access to the services and/or block your account. In such circumstances, we shall be under no obligation to refund to you any balance that may be in your accounts other than your original deposit amounts.
Unfortunately, I can not do anything here cause you violated the T&C's and has been caught previously for bonus hunting.
Best regards,
Twin Casino
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3 years ago
Thank you Twin Casino for the reply,
Could you please send any evidence supporting this to my email address: peter.m@casino.guru? Thank you.
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3 years ago
Translation
Hello.
Twin didn't give me any information about which accounts the other two accounts should be.
I also think it's important to know what accounts these should be !?
Are the other accounts verified in any way?
Has a deposit been made from "other accounts"?
If so, would a bonus be taken?
Can every online casino now refuse to pay out on the grounds that there are multiple accounts! ??
Evidence of this = nil
I recently read in a forum that Twin.com is about to go bankrupt.
And that is why such "seizures" of profits have been taking place recently!
I do my best to warn others about Twin.com!
Whenever the name Twin comes up, I'm not far with another negative post.
The 320 euros that you withheld from me brings you ten times the value of negative advertising!
But I continue to be others before Twin.com.
Kind regards
Edited
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3 years ago
Translation
Thanks to you Peter.
Don't feel so alone anymore
Edited
Automatic translation:
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3 years ago
Hi Dora,
Unfortunately, the casino didn't provide any evidence to support the claims above due to data protection. I'm afraid, I can't do much to help you. However, you can submit a complaint with the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru).
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9 months ago
Dear Dora,
We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.
If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at peter.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.
Best regards,
Peter
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8 months ago
Dear Dora,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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8 months ago
Unfortunately, we haven't received any response from the player. We understand that it was some time ago when we communicated together for the last time but we wanted to update the status and classification of this complaint accordingly after this time passed. Sadly, it is impossible without the player's response and therefore we are forced to close this case as "rejected".
The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.
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