Twisterwins Casino - Player’s struggling to withdraw their winnings.

I have made 3 withdrawal requests in total all been rejected.

1st request - was told that they need POI & POA - I provided proof of my passport and utility bill which proves who I am and where I live. This was verified by the team and requested to make a new withdrawal request.

2nd Request - was told even though documents have been verified they now need proof of the cards I deposited from to make sure they are mine… okay so I provided 3/4 pictures of the cards individually and also me holding these cards along with my passport to provide they are mine and active… they verified these cards and asked me to request a new withdrawl.

3rd Request - rejected again and stating they do not carry out withdrawls to National Westminister cards (NatWest)… I was fuming as they are happy to accept deposits from these cards which in fact are all Mastercards which is apart of there policy and what they accept… but they cannot withdraw to that card but yet happy to accept deposits from the same payment method??? In response they said use a different payment method or open a new card which is not NatWest? Or bitcoin wallet lol? I was gobsmacked as they did not answer my questions or provide any justification on this matter as I stated I am not opening any new bank accounts to get another card which they cannot provide any clarification on… and I do not use or trust bitcoin. They are happy to take my money but not give me my money back which is in excess of £400.

im confused what to do as I just don’t see them paying me my money and think is best just to blow that £400 on slots and close the account down or fight a battle which I have no control over. Please help if you can.

Dear nitenmamtora,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessary, that it will be offered for withdrawals too.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Is there any relevant communication that you could forward to petronela.k@casino.guru before we’ll contact the casino and ask for their assistance?

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

Best regards,

Petronela

Dear nitenmamtora,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.