Twin Casino - Player's withdrawal is delayed and account access is restricted.

Good evening,

My page has disabled access to withdrawals from my account. On 24/07/2024, I tried to withdraw money from my account and discovered that the option is no longer available. In the past, I had requested a withdrawal of 50 euros, which was processed without any issues. However, when I tried to withdraw 200 euros after accumulating more funds in my account, I found that the option was not available. I contacted support, and they initiated the process designed to discourage players from requesting their money. Although I had already sent in my documents and my account was verified, they continued to ask for new documents each time I sent the previous one, hoping that I would eventually run out of documents to send, so they could deny the withdrawal.

After sending my ID, passport, bank statement, proof of address, and another proof of address—despite all of these showing the same address—they kept asking for even more documents to prove my address. This happened every time I sent what they requested. It’s a practice they follow to discourage you from continuing the process so that you eventually lose the money you have won. The last document they requested was a photo of me holding my ID and a piece of paper with specific information written on it. After that, they told me it would take 1-3 days on average but could take up to 30 days for verification!!!!!! Unacceptable time frame!!

The money is mostly from the casino. I am in almost daily contact with support, who keep telling me the same thing: that they have a few days' grace period to respond. However, I am worried that they are trying to exhaust the time for some reasons in order to not give me my money.

Dear Xela,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Twin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is your account currently accessible to you?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas

• yes my account is accessible to me , but the withdraw options is restricted
• some sport bettings and most blackjack games
• No bonus help
• i will send you mail communications

Thanks in advance for your help

Hi Tomas

email has been sent

Thank you very much, Xela, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear Xela,

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 Twin Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello Casino Guru Team,

Our security department has scheduled a video verification session with the client for August 23, 2024. The client has already completed the form and confirmed the time.

I will keep you updated on the progress.

Best regards,

Alexander

Twin Compliance Officer

@Mirka

Never received schedule verification session , and never confirmed time and date , first time that i read this is here!!!!!

Mirka

I want the proof that they sent me communication about the video verification, and that I even responded. I haven’t received any such email from them, so I haven't responded or agreed on a day and time for the communication!

This is completely false. I just asked the live support, and they have no idea about it. They only found out about it from me; They knew nothing.

I repeat , I am categorical: THEY HAVE NOT SENT ME ANYTHING. I have no email from them saying what they claim, not in my spam, junk, or inbox.

I haven't filled out anything at all because I haven't received anything at all.

I have no problem making a video call. I'm the one that they block me the withdraws and blocking my 500 euros ( and i had send proof of all that ), i am the one who has been reaching out to them for a month without getting any response. They never even told me when the issue would be resolved. Even now, when I spoke with customer service, they told me that the 30 days haven’t passed yet and to wait!

Let me update the situation myself since, as I can see, despite informing the administrators promptly, their response is very very slow.

0 (zero) emails from them up until the moment I’m writing this message.

0 (zero) proof from them that they sent me an email.

0 (zero) proof that I sent back a completed form with an appointment for a video call.

And despite all of the above, I supposedly have a video call with Twin Casino tomorrow, but I don’t even know what time it will take place or how it will happen... zoom , skype ????

I wouldn’t be surprised at all if they write here that they tried to reach me and I didn’t show up, claiming it was my fault.

Dear Twin Casino,

Could you please provide us with screenshots or other proof of the communication with the player about the verification call?

Thank you

Mirka the next day of the message that they wrote they send me the communication

The interview was probably successful yesterday since today they sent me a message that the withdrawal option is available again.

I requested a withdrawal; let's see now how long it will take for them to send me the money.

Good news Mirka

Withdraw just arrive , everything is fine

Thanks for your help !!

Case resolved !!

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru . Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Mirka

Casino.Guru