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

After playing and winning

and taken out, they have requested ID, proof of address, etc. But they hang on to the verification of my account, them

want a transaction receipt from my account to theirs. But my name and the whole kit with bank account numbers and more.

I send in a complete bank statement with everything - but still they want a receipt for the transaction again, I don't understand what the error is. My name is there and on the transaction it is clearly stated who the account belongs to and all the bank numbers as well as my name - after having been quick with the verification so far, it has now taken significantly longer to even get something to happen.. of course I have also 2 withdrawals in progress of 640 EUR which will NOT be processed until the trx receipt comes in.. I'm going crazy about this soon!!

Dear zvkc62m9fq,

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

Hello! Yes, I have submitted everything even the ones that were wrong where my account number and my full name are visible. I have submitted proof of address my passport everything they requested. They have worked to make withdrawals before. But after barely a month, everything would be verified. The first withdrawal, I asked if they wanted KYC entered immediately instead of it coming later, but there was nothing that was requested. My problem is not that I can't show who I am and that I own the bank account without them asking for a trx receipt asking for the latest deposit to them and that I accidentally sent a BS, it says that the transaction is to twin and my name and account number stands on the cheese that I exported from my bank to them. But quite honestly I don't understand the difference between the two. I just think it's good that they take this seriously, but that they should be such a hassle and now that it's been over 3 days without an answer when they were denied within 12 hours I also think it's strange. Can I send you what I sent them? So maybe you can see what I'm doing wrong? Thank you 🙏

Just want to say that it has been resolved with twin. Got a confirmation about an hour after I replied back here! Thanks anyway for the commitment 🙏

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, zvkc62m9fq, for your 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