Twin Casino - Player's withdrawal delayed due to pending verification.

Hello all,

i m using Twin(Leon casino)

they ask me for verification on November 22 .Succed

i made a deposit of 100 euros on November 24 then 500 euros on November 25 , I played all the amount of the deposit for a 120 euros win. The next day on November 26 I withdraw the total amount of my balance 720 euros but they send me an email telling me that I need a second verification showing myself holding my passport with a piece of paper with date and name of their site and showing my balance on my pc . Of course I did it , even 3 times . November 27, November 28 and again the 29.

like others players they told me that my verification needs 3 to 30 days to be effectiv. Now my feeling is pretty bad about this site . I can t use the money, I can t withdraw it. I m most . They only use a chat box for answer to my email.

Should be great to feel a little help from you.

Thanks in advance

Best regards

Hello Harper75,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Twin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

My verification account has been approved on November 22, passport photo. Credit card photo with cryptogram hidden,face test and proof of my residence with an electric bill from end October 2023.

After a deposit of 100 and 500 eu on November 24 and 25 I played all my bank roll and won 120 eu. November 26 I asked for withdraw the total amount:720 eu

Then they told me that they need new documents for a second verification.Pic of myself holding in hands passport and showing the screen of my computer on their site. I did it. Now they are talking about 3 to 30 days for the exam of my documents. It is a normal process ?

i can t play anymore and all the history of my deposits,wins etc has been deleted .

they sending all the time the same answer « can take 3 to 30 days … »

I don t know if i felt in a trap.

Hello Harper75,

As usual verification may take up to 14 days, I believe it is normal if they do checks for up to a month if they found anything that did not match with any details provided previously.

Thank you for the reply.

Yeah i m currently in a waiting game.

Regards

Harper75

Hello Harper75,

Can you please advise if there's been any update or news from the casino?

Hello Nick,

it s day 17 today and still their message chat box asking me to wait because I m under verification (number 2)

The only thing I can do is login in my account but everything is blocked.

Regards

Harper75

Thank you Harper75 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Harper75,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Twin Casino representative to join this conversation.

Dear Twins Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Thank you very much to trying to help me.

Regards

Harper75

Hello Casino Guru team,

I've received information from my colleagues that upon checking, the client with such an account number or email doesn't exist in our casino.

Best regards,

Alexander

Hi Casino Guru

very surprised by the comment of Twin casino.

Now they are claiming that they don t know me !!

the whole thing is just laughable right now.

They even mocking me when I sent them emails.

Let me know if you need again my number account and the email address that i use on their site.

I have no word to comment about how they behave with me.

Best regards

Harper75

Dear Harper75,

Could you please provide evidence (for example screenshots), where it would be visible, that you are registered in this casino under previously stated username or e-mail?

Thank you for your cooperation,

Mirka

Hello Casino Guru team

An update about my situation,

Yesterday I sent my daily email to Twin casino to ask them about my situation and oh surprise they replied almost immediately telling me that my second verification is approved.

I logged in and yes I m verified ,then I made a withdraw of the 720 euros and second surprise the money showed up on my bank account balance few hours later.

For some reason I noticed that I was still unable to play on my favorite game, they told me that the issue was coming from the setting of my budget limit.Weird.

Anyway I had no intention to play again on their site and now it s just time for me to move on.

A big thank to you for the help that you provided. Help to not feel lonely when some strange behaviors from a casino head to you.

A very good year to the Team Casino Guru

keep up the good work

Harper 75

Dear Harper75,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Mirka,

Casino.Guru