Twin Casino - Igrač se bori da završi KYC provjeru.

I have been with twin Casino sińce last year my account was veryfied in march now i have been asked to coklmplete veryfication again with i did and my account has been blocked can You Help me out

Dear marczes92,

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. None of the serious and licensed casinos takes KYC lightly and there isn’t anything unusual when the casino asks for additional documents. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. Please, inform us if there is anything new, so we can continue resolving the case accordingly. Looking forward to hearing from you.

Best regards,

Kristina

I have uploaded everything i was asked for i now have proof to say that documents were recived and that i have to wait but why did my account get blocked ? I was told that its blocked for Safety reasons

Documents were sent on 4 different ocasions to both email adresses support@twin.com and documents@twin.com and my account got blocked because they aparently didnt recive it

Also my point is that my account was already veryfied in march 2021

It seems that one of your documents has the status "Rejected." Could you please clarify this?

You cant see the date but the rejected document was From the curent date when requested recently the 2 documents requested in march were accepted

Thank you very much marczes92 for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello marczes92,

I looked at your complaint and will do my best to help you. I would like to invite Twin Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

I now wish to confirm that my veryfication has been completed and account unblocked , i will update once my winnings have been transfered into account

We would like to ask the Twin 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’.

Dear marczes92,

can I consider this case as resolved since your verification has been completed and account unblocked?

Dear marczes92,

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.

Dear marczes92,

Unfortunately, we’re forced to reject 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.