Twin Casino - Player’s trying to complete the KYC verification.

Hello, Casino Guru team!

The amount of the amount in dispute no longer exists, I have already spent.

I come here not to complain but to ask for guidance.

I recently opened an account at the twin casino, and after a few days of playing and losing, I managed to win a little money, it was a lucky day! I asked for withdrawal or withdrawal as we speak here in Brazil, via bank account. It turns out that the money was returned to my account on the website, and they sent me an email saying that the bank information was incorrect, but they are the same as what I use for deposit! ... I wrote to them to guide me how to fill in the data, so that the survey can be accepted, and I am waiting for a response. My account has not yet been verified, and after that I was unsure of continuing to bet on the house, because if I win again, I risk not being able to cash out again.

The question I ask is the following: how do I fill in the data that I am asked to request when withdrawing? If it is simple to deposit, why not at the time of withdrawal? ...

Dear vaniasegura10,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I would like to point out, that you probably weren’t able to withdraw due to unfinished verification.

I contacted the casino’s live chat to find out which options of uploading documents players have, and you can send your documents to documents@twin.com. The live chat support mentioned, that ID document and proof of address are required for standard verification (and they often need to verify the deposit method as well).

Additionally, you can contact the casino via the live chat and ask for help. It is available 24/7 and from my experience the support agents were very fast and helpful.

Please let us know if this advice was helpful and do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Kristina

Hi Kristina,

My documents were sent from the first day playing on the site.

I also tried to solve the problem first in the chat, then by email and the answers are always the same: Check if you have not entered your bank details wrong, without any help on how I should inform them and where I may be wrong. A dot? A comma? ... And just now I came here.

Thank you for checking the issue, but I will hardly do a test spending money to try to understand how to complete the withdrawal request. My suggestion is that you create something that notifies you when you are filling it out incorrectly and comes up with a hint on how to do it. For example: Bank account number is 45.759-01 but when filling it out I should put it like this: 45759-01 ... this would prevent me from having to come and ask for help here. Clarity is important!

Thank you!

Vania.

Thanks for your quick reply, vaniasegura10. Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Of course, Kristina!

Not only were these, but they are the most relevant.

Thank you very much Vaniasegura10. I will now transfer your complaint to my colleague Jozef 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.

Hello Vaniasegura10.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Twin Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Vaniasegura10.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru

As the casino changed ownership and has been operated by a different company since 2023, I am updating this complaint classification as this new company does not carry the responsibility of the actions of the previous owner.