Twin Casino - Igrački nalog je zatvoren, ali ponovo otvoren.

About a month ago I decided to ask to close my account permanently and without the possibility of reopening it. Unfortunately I know that I have a problem with the game, or that I have the correct control. Today, out of disarray, I decided to log in to my Twin account, which was not possible because it was closed, but contrary to what would be expected, I received a notification telling me to create a new account. I found it strange because they asked me to close it permanently without the possibility of reopening it. I entered the same email that I asked to close it with all the same data and it was opened in less than a minute. I made deposits of €500 in less than 4 hours. Twin does not assume responsibility, saying that the account was simply closed with the data that was deleted and that it is always possible to open another account with the same data. The justification was that I asked to close it and not block it, which I do not agree with because asking to close it permanently without the possibility of reopening it is the same thing. I want the deposits to be returned.

Dear pauloboaventura97,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-Exclusion

Should you require a break from online gambling, we have provided a self-exclusion facility that can be accessed using the 'Manage Deposit Limits' page. If you set your deposit limit to 0 with effect for six months, this has the meaning of temporary self-exclusion, and our system will not allow you to lift it until the 6-month period has expired. If you set the '0' deposit limit indefinitely, this will be a permanent self-exclusion that will effectively bar you from playing on our website forever.

Self-exclusion is aimed as a strong intervention tool when the problem becomes compulsive. Don't hesitate to contact customer service if you require any additional information or assistance in managing your account limits. You can request self-exclusion by sending a written notice to our support team and we will address it right away. Remember that you may not request the lifting of your deposit or wagering limits before the end of their effective period.

Could you please advise if you informed the casino about your gambling problem in any of your self-exclusion requests? If you did, please forward me this request to kristina.s@casino.guru. Also, do you currently have access to your second account?

Thank you very much in advance.

Best regards,

Kristina

Good afternoon, I didn't inform the casino because I always thought that the account had been closed permanently as requested.

Of course, after spending 500€ I was under mental pressure and started asking for bonuses or something that would allow me to try to recover the deposits, something that was rejected.

But then I started to think about it and that's when I made the connection between having requested closure without the possibility of reopening permanently and I started to wonder why I had managed to open an account with exactly the same data.

I would like to inform you that my account is still open even after Twin said in the chat that it was going to block it.

I have proof of all the communication exchanges between me and Twin.

Boa tarde, não informei o casino pois sempre pensei que a conta realmente tivesse sido fechada de forma definitiva como pedido.

Claro que depois de gastar 500€ entrei em pressão mental e comecei a pedir bônus ou algo que me permitisse tentar recuperar os depósitos,algo que foi rejeitado.

Mas depois comecei a pensar e realmente foi aí que fiz a relação entre ter pedido o encerramento sem possibilidade de reabertura definitivo e comecei me a questionar o porquê de ter conseguido abrir uma conta com exatamente os mesmos dados.

Mais informo que a minha conta continua aberta mesmo após a Twin ter dito no chat que a ia bloquear.

Tenho provas de todas as trocas de comunicação entre mim e a Twin.

Thank you for your reply, pauloboaventura97. I'm sorry, but the self-exclusion request in which you stated you suffer from a gambling addiction is the essential evidence that the player must provide in order for us to proceed with a case like this and request a refund. 

At this point, I can only recommend you send another self-exclusion request. When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please inform me when you send this message to the casino, and inform me about any further developments.

Good afternoon, the casino itself, Twin and its employees, in the messages we have exchanged, have already informed me 4 times that they are going to block my account by self-deletion, for my protection, which is not the case because my account is still open and available to play. I just want my money back

Boa tarde,o próprio casino, a Twin é os seus colaboradores nas mensagens que temos trocado informaram me já por 4 vezes que me uma bloquear a conta em auto exclusão, para minha proteção o que não se verifica pois a minha conta continua aberta e disponível para jogar. Só quero o dinheiro de volta

Have you already sent another self-exclusion request following my instructions? Please forward the message to me.

Good morning, I don't think I need to ask, as Twin says that my account has been self-excluded by them for 6 months until 13.11.2015.

Bom dia, penso que não será necessário pedir da minha parte, pois a Twin diz que a minha conta foi autoexcluid por parte deles por 6 meses até dia 13.11.2015

I have sent you my email address that I sent to twin for the lifetime self-exclusion request.

Enviei para o seu email o meu email que enviei a twin para pedido de auto exclusão vitalício

Could you please clarify if you still have access to your casino account?

Yes, I have access to the account, but it's blocked for deposits and all other functions.

Tenho acesso sim, consigo entrar na conta, mas encontra se bloqueada para depósitos e todas as outras funcionalidades

Thank you very much, pauloboaventura97, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello pauloboaventura97,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Twin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Casino Guru team,

This issue has been escalated to the regulator, so it can no longer be resolved through ADR. We’ll inform you of the KGC’s final decision.

Best regards,

Alexander

Twin Compliance Officer

Dear pauloboaventura97,

Can you confirm for me that the issue has been escalated to the regulator? Would you be able to provide me with the email that was sent to the regulator? Please, contact me at michal.v@casino.guru

Dear pauloboaventura97,

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.

Good morning, I have no information that anything has been sent to kgc. At least in my email I don't have any communication, but I think there may have been communication through another medium, but I'm not sure.

Bom dia, não tenho nenhuma informação de ter sido enviado algo para a kgc. Pelo menos no meu email não tenho nenhuma comunicação , mas acho que pode ter ocorrido essa comunicação através de outro meio mas não tenho a certeza

Dear Twin Casino,

Would you be able to provide me with the email that would confirm the escalation of this issue to the regulator? Please, send everything to michal.v@casino.guru.

Dear Michal,

We've sent the escalation proof to your email. Please check your inbox.

Best regards,

Alexander

Twin Compliance Officer

Hello pauloboaventura97,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Twin Casino,

I have replied to your email.

Good afternoon Michel, I would appreciate an update on the situation and what stage we are at. Best regards

Boa tarde Michel, agradecia que me fosse dado um update da situação e em que fase estamos. Cumprimentos

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear pauloboaventura97,

Unfortunately, I can not give you an update, since I have not heard back from the casino since my last reply. I have tried reaching out to them internally one more time. I will be keeping you updated.

Hello, Casino Guru Team,

The player can request confirmation from the KGC that their case has been resolved in the casino’s favour.

Effective May 16, 2025, Twin Casino underwent a change of ownership and transitioned its operations under a new gaming license issued by the Government of the Autonomous Island of Anjouan. As a result of this transition, Twin Casino is no longer licensed or regulated by the Kahnawake Gaming Commission (KGC).

Dear Twin Casino,

Since the player has stated that they have no recollection of escalating this matter to the regulator, I kindly ask once again that you provide me with the KGC’s written decision regarding your case. As you were able to share the email header, I believe you should also be able to provide the full email. The evidence you have submitted so far is insufficient for me to close this complaint. Please let me know how you would like to proceed.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, Casino Guru Team,

Please be informed that KGC has confirmed the case was resolved and the decision was sent to the player’s email on 24/07/2025. We kindly ask that you do not publish the attached screenshot.

Dear Twin Casino,

As I have mentioned above, I can not take a piece of the email (either the header or the footer) as relevant evidence of complaint escalation to the regulator, and also their subsequent decision. Due to the fact that I was not able to review the whole decision from the regulator, I am closing this complaint as unresolved. It can be reopened if you are willing to provide me with relevant evidence.

We’ve reopened this complaint at the request of pauloboaventura97. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Twin Casino,

I have been informed by the player that their account has been reopened. Can you comment on this?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Casino Guru team,

Is it possible for you to contact the KGC directly and request confirmation that this case has been resolved? Twin casino no longer operates under the KGC’s license.

Best regards,

Twin Compliance Team

Dear Twin Casino,

Please note that I have inquired about the current status of the player's account, specifically whether it's permanently closed or, as the player claims, still open.

Dear Casino Guru,

The player has been permanently excluded from Twin casino.

Best regards,

Twin Compliance Team

Thank you, Twin Casino, for the confirmation.

Dear pauloboaventura97,

Can you confirm the current status of your account?

At the moment the account is closed, but only after I threatened to inform you and the regulator of the situation. Because it was open and it was only after a week of communicating with twin and after saying that I would file a complaint that they closed it.

De momento realmente a conta encontra se encerrada mas só após eu ameaçar que iria comunicar a vocês e ao regulador da situação. Porque a mesma encontrava se aberta e só passado uma semana de comunicar com a twin e após dizer que iria apresentar queixa e que a encerraram

Thank you, pauloboaventura97, for your confirmation.

As the situation remains unchanged concerning the evidence provided by KGC, and since I have not had the opportunity to review the entire decision from the regulator, I regret to inform you that I must still close this complaint as unresolved. I sincerely apologize for the limitations on our end in this matter.