The player from Germany has requested a withdrawal more than a month ago. Unfortunately, it has not been received yet. We rejected the complaint because the player didn't respond to our messages and questions.
Twin Casino - Player’s withdrawal has been delayed.
Amount: €4,399
Twin Casino
Safety Index:Above averageSafety Index
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7.5
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hello everyone, I'm having a lot of trouble with twin. While a previous payout was made without any problems, this time I've been fighting for a good 5 weeks. No matter which type of payout I try, it just says "Waiting for payout" for many days and nothing happens. I have now sent my extensive documents 3 times to support. I don't even get an answer. In the live chat I am always assured in a very friendly manner that this would happen, even clearly written, I should not worry, everything will be done tomorrow morning. Of course, I took a screenshot of the process. But even when I sent the shot, including another round of documents to twin, as well as to the Malta Gaming Authority, I haven't received any feedback so far. I really do not know anymore! Ideas? Greetings Tavlisa
Automatic translation:
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3 years ago
Dear Lisa,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.
However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hello Petronela,
no, I really don't get an answer at all. In LiveChat it once said the name was wrong, that's even correct because my first name is Gabriele (that's my mother's maiden name, which I often use as my username) instead of Lisa. This was simply a careless mistake, which a) didn't bother the first payout either and b) I asked several times for changes (you can't change it yourself), but then no reaction from twin either. Contrary to all the promises made by the live chat staff that they would take care of it. I have already asked several times for specific information about what is still needed, supposedly nothing, I would get it, soon, soon, soon ..... nothing! ; (
Automatic translation:
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3 years ago
Please understand Lisa that providing false personal data is absolutely prohibited in all online casinos. I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before start playing. However, I understand that you didn’t do it intentionally.
If there’s any relevant communication between you and the casino regarding your request to correct your personal information, please forward it to petronela.k@casino.guru. Thank you in advance.
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3 years ago
Translation
Hello hello Petronela,
Unfortunately I didn't take any screenshots of the chat where I was assured to change my first name. Today I chatted with the employee Gary from twin and again described the facts and the request to correct my profile. Again I was assured clarification, and again I have passport ect. sent. I was assured so credibly that he said he would inform me as soon as possible about the clarification that I naively did not take any screenshots again. But I can play the game again tomorrow and it will come down to the same flimsy consolation again. This time, however, I will document every single exchange of words. In vain do I ask for information, a report or a specific statement of what is at stake via e-mail, in order to be able to record my efforts in writing ... the terms and conditions recorded and clearly described by twin, my contact regarding the correction of my profile data (order of my first names). I'm really at a loss ...
Automatic translation:
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3 years ago
Translation
Tschulige. A word is missing in the penultimate sentence. To prove. I can prove the outcome of my email to twin. LG Lisa
Automatic translation:
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3 years ago
Dear Lisa,
I'm truly sorry but it is a very difficult situation for us to intervene. Since you have submitted incorrect personal data (not a typo but a completely different name) I'm afraid we won't be able to help you unless the casino agrees to correct your data.
Could you please request the change a forward the communication to petronela.k@casino.guru? Thank you in advance.
