The player from Canada is claiming a full deposit refund due to missed verification. We rejected the complaint because the player didn't respond to our messages and questions.
The player from Canada is claiming a full deposit refund due to missed verification. We rejected the complaint because the player didn't respond to our messages and questions.
The player from Canada is claiming a full deposit refund due to missed verification. We rejected the complaint because the player didn't respond to our messages and questions.
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?
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
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.
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?
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.
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
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?
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.
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.
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.
Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling.
An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
A platform created to showcase all of our efforts aimed at bringing the vision of a safer and more transparent online gambling industry to reality.
An ambitious project whose goal is to celebrate the greatest and the most responsible companies in iGaming and give them the recognition they deserve.
Casino.guru is an independent source of information about online casinos and online casino games, not controlled by any gambling operator. All our reviews and guides are created honestly, according to the best knowledge and judgement of the members of our independent expert team; however, they are intended for informative purposes only and should not be construed as, nor relied upon as, legal advice. You should always make sure that you meet all regulatory requirements before playing in any selected casino. Copyright ©2025
Check your inbox and click the link we sent to:
youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.
Check your inbox and click the link we sent to: youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.