Twin Casino - Player's deposit issue has not been resolved.

hello, I made a deposit of 20 euros at the casino and from my account without asking, they took another 60 euros, which they admitted in the communication I had with them!!! Since 08/10/2024 when they admitted it, it's been almost a month and they haven't returned my money, they keep telling me lies that it's in the payments department, then they say it's in the bank and the bank is taking a long time to put it in,which is not true because I talked to my bank and there is no pending transfer from their casino!!! in essence, they embezzled from my bank card and instead of putting the money and saying sorry, they make fun of it so that the days pass and they don't put the stolen money!!!

Dear mariakox1973,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

What payment method did you use to make the deposit?

Could you please share your deposit history?

Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

I sent you to your email what you requested

Dear mariakox1973, thank you for the information provided.

Have you received the 60 euros? If not, please send your bank statement to my email: dominika.l@casino.guru.

Dear mariakox1973,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.