Twin Casino - Player with a gambling problem unable to self-exclude.

I have tried numerous times to close my account and explained in the chat that I am a HIGH RISK gambler who has already self-excluded via SICAD and SRIJ nationally. However, the assistant at Twin Casino Portugal refused to close my account and instead requested documentation to complicate the process. If your company has any decency left, you could refund the amount I've spent on your platform considering my citizen ID card is banned from online gambling. Further, I have a medical report stating that I attempted suicide due to your institution's refusal to help me, and allowing me to spend absurdly high sums of money. I will launch a complaint with SICAD and through the complaints portal. Casino Guru, please help me! I informed Twin Casino and their assistant that I am an addicted gambler with serious problems and have already self-excluded via the entity that regulates gambling in Portugal. Twin is operating illegally in Portugal but supposedly, according to their website, if a player indicates they have a gambling addiction, their account is automatically blocked. However, I pleaded with their support team for help and they neither blocked nor deleted my account. In fact, they allowed me to spend a total of nearly €10,000. My only wish is to recover the money I lost when I asked the chat to stop me from playing further.

I am currently undergoing psychological treatment and the casino has no protection system in place and blatantly ignores all laws here in Portugal. I exchanged emails with the company who stated that the only way to have my account deleted or self-exclude is by filling out a form that isn't even in my native language.

I informed the casino that I was suffering from psychological and gambling addictions, and to date, they have not addressed the situation and my account remains open despite my numerous complaints. They denied the assistance request of a human being suffering from compulsive gambling disorder, allowing me to continue feeding my addiction and losing all my money and savings, even after informing the assistant via chat that I am a person who CANNOT gamble. I am self-excluded and considered a high-risk individual who has attempted suicide. Twin Casino and Leon are owned by the Curacao-based company Moonlite N.V, Reg Number 140146.

At this point, I have no money left to survive on. I experienced a relapse, thanks to this casino that failed in measures to protect players even after being informed that I was an addict.

Dear joaomarsh20,

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. 

• When was the first time you informed the casino about a gambling problem?
• 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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I don't have a printout of when I reported it because the company doesn't keep a record of the online chat here in Portugal or at least I can't see it, but Twin Casino has access, because when I asked why they didn't self-exclude me, they responded by email and gave a lot of excuses, like having to fill out the form myself... but the truth is that I informed him several times that I was even banned from playing. Attached is what the company told me about my request for help... basically they claim that in order to block or self-delete my account I would have had to fill in my personal information on their website! It doesn't make sense, to create an account and spend a lot of money they didn't ask for anything, to block the account when I mentioned the addiction made it really complicated. In fact, I still have an active account even after asking and mentioning that I am a risky player. It makes no sense that they didn't block my account because they claimed I had no data, now my data is complete and they still don't block my access, and I lost all my money. Help, please

Hello Casino Guru team,

We are currently working on the complaint. I will provide updates as soon as I receive the necessary information from my colleagues.

Thank you for your patience

Best regards,

Alexander

Twin Compliance Officer

Thanks to both parties for your reply.

Dear Alexander from Twin Compliance

Please let us know about the result of the player's request.

Dear joaomarsh20,

Kindly let us know about any obstacles or concerns regarding your complaint.

Twin Cassino Portugal doesn’t know what they are doing and continue to give ridiculous answers, they sent me an email this morning saying that to exclude me I had the KGC schedule H.. But that is for land based gaming… not for interactive gaming! The form that they have on their website on the players protection page doesn’t even work! It’s a not existing link! How can a player get excluded from this cassino? This isn’t right, the story is just getting worse day by day… and they are also lying in emails saying I only asked for help after losing the money, day 5, but that isn’t true since I’ve talked with them April 3 with the support chat, they even know that I said that I had a huge gambling problem, but he didn’t block because I don’t had my address on the account info (what they say). They even sent a different form April 13 but when I said that it didn’t work they sent another email saying that this was the updated form… and they give me the land based form, not the interactive Gaming form… the company doesn’t know what their doing and they are making a fool of people. I just want my money back and get over with this! And make things right for other addicted gamblers, cassinos hold by KGC license and specially Cassinos owned by Moonlite N.V such as Twin and Leon as to be investigated and stopped, they don’t follow the correct procedures and they completely ignore human life and player protection

.

First they said this

"To be excluded by the regulator, you must follow the instructions provided in the previous email: fill out the form via the link https://gamingcommission.ca/wp-content/uploads/2023/09/ScheduleM-ComprehensiveSelfExclusionRequest.pdf "

Then when I said that the link no longer even worked and there was no way to self-exclude, they sent this email saying that this was the updated form. But they sent the wrong form. And the self-exclusion form on the Twin Casino website no longer works.

"We inform you that our casino is regulated by the Curação license and not by the SRIJ, so if you are excluded from there, you do not interfere with the casino group of this license.

I send you the updated form link where you can request comprehensive self-exclusion from all casinos https://gamingcommission.ca/wp-content/uploads/2023/09/EGD-Schedule-H.pdf "

In other words, at this moment an addicted player has no way of excluding himself from Twin Casino or any Casino from this company or licensed by KGC.. this is a huge danger, I don't think it is correct nor does it follow player protection standards.

HERE ARE THE ANSWERS FROM TWIN CASINO SUPPORT! Notice the lack of respect for human life that exists!

They say they don't cancel accounts of players who mention addiction, they block them... which has never happened to me! They still say that they have no way of knowing that I am in rehab and that I have an addiction and that the only thing they could do was block the account! BUT I INFORMED THAT I HAD AN ADDICTION, IN FACT I BEGGED SUPPORT FOR THE ACCOUNT LINE TO BE BLOCKED ON THE 3rd! Even so, the agent ignored it and didn't even impose limits... they didn't block the account after mentioning the problem and I spent almost €10,000.

TWIN is currently full of complaints on Portal Da Queixa here in Portugal… they gave my complaint as unresolved. Help me please

The day after asking for help, after losing all my money, I still received an email from Twin/Leon, here you can confirm that it is the same casino here in Portugal, with the same people... so much so that the email I received came from Twin but the account manager assigned to me even speaks on behalf of Leon.

Once again a lack of respect for human life... the very next day after asking for help, saying that I am a compulsive addicted gambler, instead of blocking me they still tried to get me to play more and more money is lost! See the email I received from vipclub@twin.com

it is ridiculous for a company to consider a "VIP" customer just because they have already lost a lot of money on the site… again I repeat, someone has to stop this Casino… many illegalities are being committed here.. In addition to there being player protection, there is also a clear violation of GDPR Data Protection.. where casinos communicate player losses to each other to try to influence them to spend and lose even more money. Disgraceful behavior. I received this email on April 4th, 1 day after my request for help and account suspension was denied.

Twin acknowledged not having followed the player protection rules and returned all the money I spent after informing support that there was a major problem with the game, they will also revamp the support team and website in order to make it easier for a player to play. be able to self-exclude or limit your payments.

I liked the decision and I think it was the right thing to do, I hope in the future this will serve as an example for the Casino. There must be respect for human life, and for compulsive gamblers with a diagnosed illness... so no one else will possibly have this problem.

I was satisfied with the result, I already have my money back and they limited my account and activated self-exclusion. The company acted correctly, I just don't understand why they didn't do this right away and it was necessary to complain in so many places, even the day before they had told me by email that it was impossible to return money spent on Casino slots. But yesterday everything changed, I received an email attached, saying that they credited all the money spent after informing me of my compulsive addiction.

The only thing missing is the €2450 Leon NV

Dear joaomarsh20,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and Twin Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru