Twinky Win Casino - The player struggles to verify his account.

Hi

I have multiple evidence my adress all my deposit cards linked to UK bank accounts however this company policy states citizen from Netherlands cannot play or open an account with them however I am from The UK I have provided my UK adress and my immigration status to them however they keep requesting a biometric residence permit which I'm not allowed to have because it's for member outside the eu and uk which I wont be entitled too I have phoned the home office which they confirmed to me but I have also told them this information and they aren't willing to find a solution they keep referring to the biometric residence permit which I cannot get

I cannot get the username because they blocked my account my username was my name and some numbers which I dont remeber

Hello Abukah786,

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

Could you please advise when did you register in to the casino? Since when is your account blocked? Did you have any real money balance on your casino account when it got blocked? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I have been registered since last year October I believe my Accoutn got blocked today at 1828UTC+3 according to them yes I had 3000.03€ in my account when it got blocked today I sent about 30 emails they keep replying and saying we understand that I cannot provide a biometric residence permit however it clearly states on my government website that I can give them my share code which I have provided but they dont want to look past it and keep asking for biometric residence permit even tho I have a settle status in the UK

This is what they replied I have proved to them my Immagration status which you can see too attached

This is there response just wnt to state my document is authenticity and relevant they can check my government websites

Please note that your residence permit must be officially issued and valid. We cannot accept any document that cannot be verified for authenticity or relevance. That is, virtual statements, scans, and other similar documents cannot be accepted according to the formal requirements of the system. You reserve the right not to provide the requested documents if it is contrary to your desire or ability.

But in this case, unfortunately, we will not be able to verify your profile. Since, according to the documents provided earlier, you were perceived as a citizen of the Netherlands, whose residents are not allowed to play in our casino, we are forced to block your access to the site. This is our legal duty, and we cannot get around it. However, as previously stated, we may provide you with the option to prove your residency in another country with an appropriate official physical document, which will therefore void any restrictions placed on your account. 

Hello Abukah786,

Based on the screenshot you provided I can understand the casino's point of view. The document does not contain anything that would prove that it is legal and anyone could simply make it as it is only a written text. Isn't there any other possibility to prove your residence - official government documents with stamp or signature?

No its proof it's from the goverment I told them to do there research as I have settled under EU stats

Hello Abukah786,

Is there any other possible document which would prove your residence in the casino? I can understand that you can get the one you already forwarded but on the other hand, it can be really written by anyone in a word document.

No theres not I provided them with a code to check my legal status in the UK as it's a UK government official website

Hello Abukah786,

If possible, please forward your communication with the casino to nikolas.b@casino.guru for further review before we would try to get in touch with them.

Dear Abukah786,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.