Twin Casino - Player’s requesting a full deposit refund.

I spent 15000$ at Twin Casino. after i did read about there Policy:

7. Account Verification

1. We'll verify your identity once you've deposited a total of €2 000. However, we may carry out an identity verification before you've reached this amount as well.

They never asked me to do any kind of verification at all and let me spent and deposit 15k. Do i have a recourse to refund me please?

Dear nabilhaissini1975,

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. None of the serious and licensed casinos takes KYC lightly. Nevertheless, the verification is usually carried when a withdrawal is requested.

Could you please advise if you have requested any withdrawal lately and how much is your active balance now?

Thank you in advance for your reply.

Best regards,

Petronela

That is false.. I went to Uk regulation, This is what they say: That legislation is namely the Anti-Money Laundering Regulations of 2007, which set out the occasions when online casinos are legally required to perform identity checks, as follows:

where the facilities are for remote gaming, before access is given to such facilities

all customers who, in the course of any period of 24 hours pay to, or stake with, the casino 2,000 euro or more in connection with facilities for remote gaming.

Please understand that UK regulations apply only to UK players and if the casino holds the UKGC License (which is not our case).

Could you please advise if you have requested any withdrawal lately and how much is your active balance now?

Dear nabilhaissini1975,

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.

Thank you for your fast response. I have another question please! What is my recourse if a casino keep sending me promotions on my email even if i have been excluded on their website? Thank you

Is there a possibility to block the email address inside your e-mailbox?

Dear nabilhaissini1975,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.