Twin Casino - Player’s withdrawal is delayed.

Good evening, I made a withdrawal at Twin Casino. I won €99.60 in the sportsbook. I have sent all my documents to verify my account, and they told me that this may take up to 30 days. I made my €99 withdrawal on 23/09. I asked if the 30-day verification period is mentioned in the terms, and they said no, so obviously I did not agree to this.As you can see in the photo, they say my verification will be completed by 24/10, which is unreasonable.

Dear anactaciabran13,

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 take KYC lightly and it might take a few working days to complete this thorough process, but I agree that one month is a bit too much.

• Could you please advise which documents you have already provided? 
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Yes, I have sent all my documents: bank statement, a photo of me holding a paper with their name and my ID in the background on another device. The absurdity is the 30 days they are asking for; I asked if that’s in the rules, and they said it’s not, which is obviously unreasonable for verification

Thank you very much for your reply, anactaciabran13. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much, anactaciabran13, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi anactaciabran13,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Twin Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information about the case? Please, specify the necessity to prolong the verification for 30 days.

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Dear Casino Guru team,

The client is currently in the queue for video verification. We will send the invitation via email shortly. Please note that, according to our Terms & Conditions, the verification process may take up to 30 days.

Dear anactaciabran13,

Please keep an eye on your inbox and app notifications, as you will receive an invitation to the video verification procedure in near future.

Thank you for your patience.

Best regards,

Alexander

Twin Compliance Officer

As you will see in the chat history, the support agent mentions that there is no such rule for 30 days anywhere and I asked him several times, as for the video chat, what is the reason that it takes 30 days to be done? It could not be done in 3 workable? Also, as you saw casino-guru in the chat with twin, the employee supports many times that he does not write in the terms and rules for 30 days, so probably someone is lying and it is not me.

Thank you for the response, Twin Casino.

Dear anactaciabran13, I have just checked the terms of the casino here and found the following rule:

6.8 We reserve the right to verify user's playing activity. In some cases such verification can take up to 30 working days. During the period of verification processing payments from this account will be suspended.

This is a part of AML policy, I'm not sure if it's been added just recently. I understand it's not directly mentioned in connection to verification in general, although we consider it to be acceptable that verification may take up to 30 days. Based on our experience with other online casinos and complaints, it quite often takes a month, or even more in different cases.

Anyway, I'll keep your complaint open until you confirm you're verified, we'll be here to support you during the process. Please, let me know when you get an invitation for a video verification.

Obviously, then, they either added this rule now, because if it existed back then, they were lying to support, and this is clearly misleading to the customer.The support history exists, and as you saw in many of their responses, they tell me that this rule does not exist.Also, I have not yet received any email from Twin Casino regarding the video verification.

After we had a video call and communicated in writing because they didn’t have a Greek representative, now they are telling me that I have committed fraud and just sent me a generic email with all the terms, without telling me what I’ve done. They simply blocked my account, and I haven’t received my money.Translation to English:

And I just noticed that they seized €42.6 from my account."

Dear anactaciabran13, thank you very much for the updates.

Dear Twin Casino, can you please share the results of the video verification with us? The player was accused of committing fraud, I'd appreciate it if you could share any supporting evidence for these accusations. You can send them to my email at natalia.b@casino.guru, thank you.

Hello, Casino Guru team,

We will review this case shortly and get back to you with an update. Thank you for your patience.

Best regards,

Alexander

Twin Compliance Officer

Dear Twin Casino, do you have any updates?

Dear Casino Guru,

The user did not pass the video verification procedure. I am currently awaiting a report from our verification team regarding the player's verification. Thank you for your patience.

Best regards,

Alexander

Twin Compliance Officer

Dear Twin Casino, I would appreciate it if you could share the recording with me for our internal analysis, as well as your findings. You can send more details to my email at natalia.b@casino.guru. Thank you.

We would like to ask the 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’ which may negatively affect its rating.

Dear Casino Guru,

I have sent the report via PM.

Thank you for your assistance.

Best regards,

Alexander

Twin Compliance Officer