Twin Casino - Player’s struggling to complete KYC verification.

i sent driver liecince id like they asked keep saying it not valid yet thats what they ask for neva had problem untill it was big amount like 4700 im not the frist person either its like they dont want to give

Dear TODD,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Could you please confirm that verifying your driver's license seems to be the only obstacle standing between you and your winnings? Did you provide all the other relevant documents needed to complete KYC (verification) process? 

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you for your email, TODD. Could you please forward all the communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Thank you very much TODD for your reply. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear TODD,

I’m sorry to hear about your problem. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Twin Casino to join this conversation and participate in the resolution of TODD's complaint.

We would like to ask Twin Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close this complaint as ‘unresolved’.

Dear TODD,

Unfortunately, as we have not received a relevant response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

I’m sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively affect the casino's rating and other players can read about your experience in our review.

Anyhow, there’s still the option to submit an official complaint to the Licensing Authority (Malta Gaming Authority) and/or the official ADR of the casino (eCOGRA).

Please let me know if you decide to do so and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

Thank you for your kind cooperation with our teams in order to sort the issue and to get the process to the final stage. I can see that the verification process is already completed. The pending withdrawal is also approved. We are happy that we could cooperate to close the case to player's satisfaction.

Thank you, Twin Casino team, for the update.

Dear TODD,

Could you please let us know if you’ve received the funds?

Dear TODD,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, we will consider the issue to be resolved.

Dear all,

As based on the last update from the casino we believe that the issue has been successfully resolved, we will now close this complaint as ‘Resolved’ in our system.

Thank you, TODD, for using the Casino Guru complaint resolution center, and please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru