Twin Casino - The player's requesting a refund of his money.

Hey! .i was in contact with Twin support about that I think they did wrong thing when I played. 

I have a very bad gambling habit that I have been away from now for 1 month after this time I played at there casino. 

I happen to put in wrong amount of money because I taught I couldn't play after putting in more money after that 2000 euro line so I usually play on Swedish casino but took a self executed there on a site called spelpause.se .

But the thing was a taught i played for less money because when I put in 1500 euro i taught in was in Swedish money every time so I put in maybe over 10000euro and I could play for even more even that i didn't verifying my ID o bankstatment, it could be anyone who playing at there site and lose money. So instead of playing for 1500 euro (15000 Swedish kr) I played for over 10000 euro (100000 Swedish kr) 

First thing they did was that after you play for 2000 euro you should get a message about that you need to verify your ID and bankstatment before playing but I could play for more than 8000 euro after that. I think they did wrong there letting me play when you shouldn't be able to do it, I been in touch with them but they don't help! So I wirte directly to you. 

And the thing is I just want back every penny after that 2000 euro line and ita like maybe 8000 euro i wanna have refund at because they did a mistake there, the rules says that you need to verify your id and bankstatment or you shouldn't be able to play at any casino site online. They have took away my account so I could not go into it anymore. I want justice!!! 

Hello Cotte1337,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Twin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you register into the casino? Did you ever speak to them regarding gambling addiction or gambling issues? When was the last time you spoke to the casino and what was it about?

Please note that most of casinos do verification checks when you try to make a withdrawal. As long as you did not, they are not obligate to do so and unfortunately this is not a reason for any kind of refund. It is the player's responsibility to deposit only the amount he can or if he is not in control of his spending, then to contact the casino to set deposit limits.

Looking forward to your answer.

Regards,

Nick

Hey nick! Thank you for answering so fast!

I registered January 2 at twin casino

I talked with the casino afterwards about my problem that i self executed at a Swedish casino site called Spelpause.se because I have gambling addiction and i been self executed for 4 months now I'm Sweden.

The rules says that you need to verify you KYC before place a bet before your reach limit of winning/lose/ deposit 2000 euro. Twin casino has a rule that they need to verify my KYC before 2000 euro but I could deposit even 8000 euro after that and I didn't verify my KYC when I got email from casino i just keep played and lost 8000 euro.

This is the rule of KYC

"The second stage is KYC checks, which stands for Know Your Customer. These are the slightly more in-depth checks, to prove the payment methods belong to the person who's name the account is in, and to provide that you have identification and proof of address. KYC checks work hand in hand with Anti-Money Laundering, and this is backed up by the UKGC. Operators have two choices, to either identify and verify ALL players before allowing them to place a bet, or to identify and verify all players who approach a deposit, spend or win of £2000" 

Thank you for your time hope we can solve this nick! Kindly regards Ch******

Hey! you still here Nick? 😀

Hello Cotte1337,

Can you please advise where did you find that KYC rule?

Please note that being self excluded at spelpause.se has zero affect in this casino as they do not own a Swedish license.

Unless you contacted Twin Casino directly about your gambling addiction, they couldn't know about it from any source.

Dear Cotte1337,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

https://www.hideousslots.com/forum/index.php?/topic/220-should-casinos-ask-for-verification-details-before-you-play/

The second stage is KYC checks, which stands for Know Your Customer. These are the slightly more in-depth checks, to prove the payment methods belong to the person who's name the account is in, and to provide that you have identification and proof of address. KYC checks work hand in hand with Anti-Money Laundering, and this is backed up by the UKGC. Operators have two choices, to either identify and verify ALL players before allowing them to place a bet, or to identify and verify all players who approach a deposit, spend or win of £2000

Can you not show my name when we write about this? Or change my name to casinogambler1337, I don't want people to know who I am

Hey nick! I have been in concact with Twin support and we have solved the problem! They gave me good support and I dont wanna complain about that, i miss understanding the rules of their casino, so I wanna close this case! Thanks for help! Can you also close my account here?

Hey! Can you delete my account so my name isn't on the web, thanks for the time

Hello Cotte1337,

I've found only that you have used only your name (without a surename) here in the complaint which has been removed. If there is any other place where your name is visible please clarify it in e-mail to nikolas.b@casino.guru so I can remove it.

I'm also glad to hear that your issue has been resolved. We will be now closing the complaint accordingly.

Best regards,

Nick