Twin Casino - Player’s withdrawal is delayed due to KYC process.

My complaint is about the incredibly long KYC process at this casino. On 23/07, I requested a withdrawal, after which the verification process started. I promptly provided all the necessary documents. From 24/07 to 22/08, the casino remained silent, then scheduled a video call. On 26/08, I completed the video verification, and since then, I have been waiting for a resolution regarding my account. One and a half months! What is taking them so long to verify???

Slots and bets - that's all I used. No bonuses were taken.

Dear Cintrol,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please specify what information you were asked during the video call?

What types of games did you play? Were they slots, live casino games, or did you participate in sports betting?

Have you accumulated your winnings with or without an active bonus?

When was the last time you communicated with customer support regarding the evaluation of your video call?

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

Best regards

Veronika

Good afternoon

During the video call there were questions like when I created the account, how I topped it up, for what amount, what bets I made, etc. It's interesting that access to this information in the account is blocked, and I, for example, do not specifically write down or remember such things. Few people remember what they ate for breakfast two months ago.

I played slots and placed bets

I didn't use the bonus

I contacted support on 08/31 and 09/09 - the result is the same, that my account is still being verified

Before we ask the casino to join the resolution of your case, please forward me all the communication between you and customer support as well as any other evidence that could be relevant to the investigation of your complaint at veronika.l@casino.guru. Thank you for your patience and your cooperation.

I have sent everything I have to the specified email.

Thank you. During the video call, did the casino inquire about your sports betting or your slot gameplay?

Sports betting. For example, what sports, singles or express bets. General questions. And what can you ask about playing slots? There is one button, you press it and that's it

Thank you, dear Cintrol, for your reply. As you might know, our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of verification issue, which is most likely related to sports betting. Therefore, I will be forced to reject your complaint.

Thank you very much for your understanding.

Best regards

Veronika