Twin Casino - Povlačenje igrača je odloženo i račun je zamrznut.

I won at Twin Casino and successfully completed the verification process. After requesting a withdrawal and waiting for a day, my withdrawal was canceled, and they requested additional documents. I provided everything they asked for, but now my access to sports betting has been blocked and they told me to wait for a 30-day review. I didn't use any bonus funds or bonuses, so I don't understand why my account has been frozen for 30 days.

Выиграла в казино twin , после чего успешно прошла верефикацию. Поставила на вывод средств, ждала сутки, отменили вывод - запросили дополнительные документы. Все предоставила, закрыли доступ к ставкам на спорт и сказали ждать проверку 30 дней. Бонусных средств и бонусов я не использовала, по какой причине мне заморозили аккаунт на 30 дней не понятно

Dear Dana221,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Twin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account put onto ivestigation?
• Are you able to withdraw your funds?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello! I have been a player of this casino for less than a week, I have no funds and I can not withdraw. I played in the casino and bet on sports/e-sports. On a regular basis, support tells me that I can not withdraw funds, and I need to wait 30 days for a response until they check the documents. Although initially all the documents were accepted)

Привет! Не больше недели я являюсь игроком данного казино , нет средства я вывести не могу.Я играла в казино и делала ставки на спорт/киберспорт. На постоянной основе мне поддержка отвечает что я не могу выводить средства, а ответа нужно ждать 30 дней пока проверят документы. Хотя изначально все документы были приняты)

Thank you very much, Dana221, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

I'll wait for him to help.

Буду ждать чтобы он помог

Hello there,

Thank you Dana221 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Twin Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their winnings.

Thank you!

Dear Peter and Casino Guru team,

The player is currently waiting for their turn to participate in a video verification procedure. According to our terms, we can suspend withdrawals during this check for up to 30 days. We will invite the player via email in the near future.

Best regards,

Alexander

Leon Compliance Officer

Thank you for the update Twin Casino, I would like to ask both parties to keep us updated about any new developments. Thank you in advance!

Dear Peter and Casino Guru team,

I asked our team to review the account details again, and they have decided that the video verification procedure is not necessary at this time. The player can continue using their account as usual, with all functions available.

Best regards,

Alexander

Twin Compliance Officer

Thank you very much for the update Twin Casino representative.

Dear Dana221, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Dana221,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.