Twin Casino - Player’s struggling to complete the account verification.

Hey!

I play at Twin Casino and have done so for a while. I think the site is very good and really like the selection. I would like to continue playing there.

When I requested a withdrawal, everything stopped in the KYC process. Have submitted everything they requested but they reject what is called "proof of banking". Address and identity are approved.

I have done exactly as they said and uploaded. Am an ordinary woman with an account in an ordinary major bank in Sweden, but the fact that KYC stops and does not work is not okay. Have gone through the KYC process at many Casinos without any problems.

Tried to get answers and help from the casino, but even though they write what they want and I send it, it says rejected. I have seen that there are a lot of complaints about this from players. This must be solved when you have a regular bank and they have previously accepted deposits from me without problems but now that I have won and want to withdraw a lot that I want to withdraw it stopped.

I want help to solve this as the casino does not help and as it has taken several days and nothing happens. My attempt to communicate with them does not work.

My bank does not understand what they mean but to reject the submitted. That is exactly what they write that they want.

Thanks in advance

Linda A********

Dear LIAN74,

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 the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hey!

Had a dialogue with Jacob at Twin so now the bank account is ok but not yet KYC approved. Only the back of the driver's license that they didn't approve that I sent in. It takes a lot of time and I understand the importance of KYC.

During this long time I have gambled away the winnings but still want to complete KYC until next time. Still not verified.

Sincerely

I now have a withdrawal of 1502 Euro pending. KYC is still ongoing since 22 October.

Sincerely

So Twin casino finally accepted my documents and everything is ok.This is solved.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, LIAN74, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru