Twisterwins Casino - Player’s struggling to complete the account verification.

I can’t get through KYC verification.

my passport expired 6 months ago and I’ve submitted valid UK driving licence, marriage certificate, bank cards, letters but they say I can’t get my money because they NEED a valid passport. Never heard of this before. T&Cs state passport or valid ID. Nowhere does it say you need a valid passport to play with the casino. Very frustrated.

Dear Gaelyy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that providing a picture ID seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

i have since closed my account with twisterwins.

i provided Photo ID by sending multiple pictures of my driving licence.

they refused to accept this and wanted a passport. My passport expired so they refused it.

they should make it clear you need a valid passport to play in their casino.

government issued driving licence should be sufficient.

I agree, Gaelyy. Could you please advise how much was your active balance when you requested the account closure?

It was 0. I requested a withdrawal 6 times (having already submitted driving licence) when my balance was £400. Decided to get rid of money and close account because it felt like there was no way I was getting it. People should know that you need a valid passport to play there, though

I should add, I also asked for deposits to be returned and was told I also need a valid passport for this.

Since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. I wish I could be of more help. Thank you in advance for your reply and understanding.

Yeah I understand that.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.