The player from Ireland is experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the verification was processed successfully, therefore we marked this complaint as resolved.
Twin Casino - Player’s struggling to complete account verification.
Amount: €2,500
Twin Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
This casino is trying very hard not to verafi my account so they dont have to pay out. Support is a joke . And their email system is worse.
I am on my fourth document for proof of adress. Each time they say its not good enough.
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1 year ago
Dear Louie777,
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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying your home address seems to be the only obstacle standing between you and successful verification? Has the casino approved the rest of your documents? Did the casino specify what was wrong with your documents?
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,
Kristina
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1 year ago
All other documents as far as i know were accepted, but your site dose not make this clear. When you get past one opstacle theres another waiting for you. Your support dose not help.
I have supplyed 4 documents for proof of adress and still waiting.
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1 year ago
Again rejected . Not good enough proof of where i live.
The support asked for bank statment after me having to ask what EXACTLY they wanted from me.
So i made sure that if i block my details on the statment would this be accepted. He said it would be . So lets see , should be funny because no matter what you give its a dead end and mysteriously theres another problem. Fifth document lucky.
I so liked the site.
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1 year ago
Dear Louie777,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
