Twin Casino - Player's funds have not been returned after system error.

Good afternoon,

On June 11, 2024, at 12:56 CET, I placed a blackjack bet with the provider CreedRoomz at Twin Casino. When the round was about to start, the system encountered an error and reset the betting period. In other words, the game didn’t progress and new bets began. However, the €100 did not return to my wallet.

Since CreedRoomz offers very poor support within the game itself, I immediately contacted my casino and provided screenshots showing that no game was recorded in the provider’s history. However, in my casino’s history, the €100 was recorded as a lost game.

A ticket was opened for my case, numbered 947. It has been 12 days now, and I still haven’t received any refund, nor has the provider responded. My casino keeps telling me they are waiting, but no one is resolving the issue.

Note that after this error, it happened two more times, and on those occasions, I contacted the provider directly through their chat. Within 2 minutes, I received my money back without any major issues.

In conclusion, just because I spoke with my casino when the first error occurred, I have now been waiting 12 days. If I had contacted the provider’s chat immediately, the issue would have been resolved in 2 minutes.

Dear Miidelgado,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you've encountered with your blackjack bet at Twin Casino.

To assist you more effectively, could you please provide us with the following additional details?

• Could you share the screenshots you mentioned, showing that no game was recorded in the provider’s history?
• Have you received any updates or communication from Twin Casino since you submitted your complaint?
• Have you had similar issues with CreedRoomz or Twin Casino before, and if so, how were they resolved?

Additionally, please forward any relevant communication or documentation, including screenshots or emails, 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

I will send the prints tomorrow. They are on my office computer where I currently do not have access.

I have not received any further notifications from twin, the only thing I have received are the answers when I ask questions, which always remain the same: it is under investigation and we are waiting for the provider.

After that first error, there were two more similar ones.... but I spoke to creedroomz straight away and it was returned to me within minutes. what is not being returned to me was the first error that happened that day, because I went to speak to my casino, instead of trying to contact the provider immediately.

Hi Miidelgado,

I will be waiting for the supporting evidence patiently.

Thank you.

Dear Miidelgado,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.