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

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

Amount: 14,000 kr

Twin Casino
Safety Index:Above average
Submitted: 04 Feb 2023 | Case closed : 19 Feb 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Sweden is experiencing difficulties withdrawing their winnings due to ongoing verification. We rejected the complaint because the player didn't respond to our messages and questions.

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1 year ago
Translation

Hello!


I have never made a withdrawal at twin casino, now that I have tried to do so, they have asked for several different details, I have repeatedly submitted everything and finally asked them for a bank statement in pdf file, but now they say that it is not original, have paid to get the certificate, but I don't understand how they want me to do more?

Automatic translation:
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1 year ago

Dear Okand123,

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

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1 year ago

Dear Okand123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 year ago

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.


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