The player from Germany is experiencing difficulties verifying his casino account due to missing proof of income. The issue was successfully resolved, the player received his funds.
Twin Casino - Player’s withdrawal has been delayed.
Amount: €1,150
Twin Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I've been playing at this casino for a long time, and everything worked great until today!
Lately I've had to submit documents every now and then, but without any problems.
Today, however, twin wanted to know my total assets, explained to them that I am unemployed and have no assets, and that I will not be able to take up work in the near future because I have cancer! Now twin refuses to pay out my winnings, what a shame, it worked so well 😫
Automatic translation:
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2 years ago
Dear Martin,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry are usually set by the Licensing Authority and all the serious and licensed casinos have to comply and follow these policies. It seems that the casino has a strict verification process, but it's not unusual. That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible.
Do I understand correctly that your accumulated winnings have been held by the casino? Is your account still accessible?
Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
So all of my winnings have been withheld, but I can still access my account! The problem is that I can't send them any proof of income, because I don't have any income except that my family supports me with 1100 euros a month, which I sent to twin as an account statement, but they asked for a statement of assets, but then they don't have any assets either proof ! I made my payments by credit card, so everything is legal, they all have copies of my credit card and account statement! Is that why the money is gone now?
Automatic translation:
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2 years ago
Thank you very much, Martin, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hi Martin,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Twin Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
We received the following email from the player:
"Hello
I wanted to inform you that twin has paid out the profit of 1150 euros.
After this endless paperwork and money back story, I decided not to play at twin anymore, it all really got on my nerves. I would like to thank you very much and wish you all the best!
Greeting
Martin "
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2 years ago
Hi Martin,
Thanks for the update. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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