Twin Casino Passed the Test

[Twin]

Im quite surprised by this casinos behavior recently and the stalling tactics being implemented.

I have done KYC 3 times here and every time they ask is when I cashout over $500. They ask me for bank statements and ID and everything all the time. MY last kyc was under a year ago and I win $800 and once again, they are demanding all types of documents.

Please stop doing this.

I have contacted the rep to voice my displeasure but everyone should be aware of this annoying stalling tactic.

Most likely will not be playing here in the future. Players win, it happens. Accept it and stop with the bs

Hi lockinlove,

Hope you are doing well,

I have checked and the Payments team did indeed make a small mistake in the template they sent out, we did need additional KYC from you (for obvious reasons, I can't disclose here as that is private information) but we did not need, once again a copy of your ID. Apologies for that.

Other KYC documents were required, which has now been uploaded, I have checked and your account is fully verified and your withdrawal sent.

Kasper
Head of Casino
Twin

 

[lockinlove]

Hi lockinlove,

Hope you are doing well,

I have checked and the Payments team did indeed make a small mistake in the template they sent out, we did need additional KYC from you (for obvious reasons, I can't disclose here as that is private information) but we did not need, once again a copy of your ID. Apologies for that.

Other KYC documents were required, which has now been uploaded, I have checked and your account is fully verified and your withdrawal sent.

Kasper
Head of Casino
Twin

Sorry this is all untrue.

You guys canceled my withdraw and did not email me or notify me through any other means. I only noticed when I logged in the next day to see my cashout reversed and sitting in my account, playable.

I asked the chat rep to ask finance and management I think 3 times, why I am being forced for full KYC and my cashout held hostage until then and all times they confirmed they double checked and security etc request ALL documents.

Either way, it seems me posting on a public forum has solved the issue and not "a template mistake"

I hope to see in the future by doing so, it has deterred you guys from using this tactics further on future cases amongst players

Thanks

 

[me_and_ed]

Sorry this is all untrue.

You guys canceled my withdraw and did not email me or notify me through any other means. I only noticed when I logged in the next day to see my cashout reversed and sitting in my account, playable.

I asked the chat rep to ask finance and management I think 3 times, why I am being forced for full KYC and my cashout held hostage until then and all times they confirmed they double checked and security etc request ALL documents.

Either way, it seems me posting on a public forum has solved the issue and not "a template mistake"

I hope to see in the future by doing so, it has deterred you guys from using this tactics further on future cases amongst players

Thanks

I had a similar issue, they dragged their feet for days after I had made a withdrawal, they had no communication whatsoever to let me know exactly what issue they had even though through PM here I was told they had sent me an email, completely untrue, I had only received the initial email saying my docs did not get verified, they did not answer my emails at all to tell me exactly what was needed......I finally gave up and shut the account down.

 

[sandman748]

My experience has been quite the opposite. I have been asked for KYC docs only on my first withdrawal. I just recently had several withdrawals over 4k that did not require any additional docs and were processed within 24 hrs (including weekends). I only use one method for depositing and the same method for withdrawal so that might help.

I haven't played on this casino very long and I am ahead well over 20k (I typically bet at $5 per spin on slots). Not saying they are luckier than any other site but for a casino that is very much in the red on my account (and very little history with me as a customer) they have been quick to pay out.

 

[Twin]

My experience has been quite the opposite. I have been asked for KYC docs only on my first withdrawal. I just recently had several withdrawals over 4k that did not require any additional docs and were processed within 24 hrs (including weekends). I only use one method for depositing and the same method for withdrawal so that might help.

I haven't played on this casino very long and I am ahead well over 20k (I typically bet at $5 per spin on slots). Not saying they are luckier than any other site but for a casino that is very much in the red on my account (and very little history with me as a customer) they have been quick to pay out.

Hey!

Glad to hear you have had and keep having a good withdrawal speed and overall experience with us.

And yes indeed! Keep using the same verified deposit- and withdrawal methods and the process do go quicker

Kind regards,

Kasper,
Twin

 

[lockinlove]

I had a similar issue, they dragged their feet for days after I had made a withdrawal, they had no communication whatsoever to let me know exactly what issue they had even though through PM here I was told they had sent me an email, completely untrue, I had only received the initial email saying my docs did not get verified, they did not answer my emails at all to tell me exactly what was needed......I finally gave up and shut the account down.

My issue was triggered because I used a credit card to deposit which I thought I had used in the past since I deposit here a lot. However, that doesnt excuse reversing my cashout, making it playable, no emails, or messages or any type of contact instead of full ID document demands for the third time AFTER I chased them around asking why they refused my cashout and put it back in the account. Not a word from them at all.

And the rep not speaking to me in PM. It could have been sorted very easily when I asked live chat 3 times why am i being verified and not once did they remind me that I used a brand new method to deposit or even email to any info about anything whatsoever. They didnt even request documents from me. Just reversed the cashout and left it there with me totally clueless. Or it could have been easily sorted if they followed proper procedure and contacted me and told me why they reversed my cashout and put it back in the account.

Once again, I hope to see the casino make a few changes and be more responsible in the future. It is not good to just reverse players cashout and put it back in the account and not even speak to the player.

 

[hhhelllo]

My issue was triggered because I used a credit card to deposit which I thought I had used in the past since I deposit here a lot. However, that doesnt excuse reversing my cashout, making it playable, no emails, or messages or any type of contact instead of full ID document demands for the third time. And the rep not speaking to me in PM. It could have been sorted very easily when I asked live chat 3 times why am i being verified and not once did they remind me that I used a brand new method to deposit or even email to any info about anything whatsoever. They didnt even request documents from me. Just reversed the cashout and left it there with me totally clueless.

Once again, I hope to see the casino make a few changes and be more responsible in the future. It is not good to just reverse players cashout and put it back in the account and not even speak to the player.

Well you are right. But when you give the casino absolute zero reason to do that, they just can’t. One deposit method and withdrawl back to the same and that’s it. If you did that they would look insane to require anything. Using credit cards make any casino uncomfortable even if its a prepaid. Most of them can’t tell the difference anyway so good luck trying to explain what a BIN number is.

 

[lockinlove]

Well you are right. But when you give the casino absolute zero reason to do that, they just can’t. One deposit method and withdrawl back to the same and that’s it. If you did that they would look insane to require anything. Using credit cards make any casino uncomfortable even if its a prepaid. Most of them can’t tell the difference anyway so good luck trying to explain what a BIN number is.

It's fine mistakes happen. Sometimes casinos just need a little reminder from the players to do a bit better. And since reversing cashouts, making it playable and not contacting the player at all about anything is not a very good practice, lets hope from here on out they make procedures a little easier for players.

I could have maybe been a little friendlier in my initial post but if there is one thing that gets under me, its cashouts being reversed on players without reason, so I tend to get a little annoyed

 

[maxd]

You used a new deposit method which automatically triggers a new KYC process, and obviously the cancellation of the withdrawal. That's business as usual given the circumstances.

As I understand it the Casino was in contact with you within 12 hours, explaining the problem to you and what was required to proceed. Sure, they should have been a little quicker with that, no arguments there. From what I've heard you immediately responded with the necessary docs complete with warnings to them that you were going to ruin their reputation wherever you could.

Very shortly thereafter you were here dissing them without any mention that you had caused the problem in the first place by changing deposit -- and therefore withdrawal -- methods.

So you created the problem, you went into full-on attack mode without following any of the procedures for Accredited casino complaints, and you significantly misrepresented the situation to post whatever you could to damage the Casino. That's unacceptably severe for being "a little annoyed" and this can't be excused with "mistakes happen" .

I understand that you were pissed off but your change of deposit method, your immediate hostility, your failure to follow procedures and your vindictiveness toward the casino has been the bulk of the problem here.

Footnote: I've since learned that the TOTAL elapsed time from when you initially requested your WD to the time it was issued to you after the new KYC was marginally more than 24 hours. That too would have been worth mentioning.

 

[lockinlove]

You used a new deposit method which automatically triggers a new KYC process, and obviously the cancellation of the withdrawal. That's business as usual given the circumstances.

As I understand it the Casino was in contact with you within 12 hours, explaining the problem to you and what was required to proceed. Sure, they should have been a little quicker with that, no arguments there. From what I've heard you immediately responded with the necessary docs complete with warnings to them that you were going to ruin their reputation wherever you could.

Very shortly thereafter you were here dissing them without any mention that you had caused the problem in the first place by changing deposit -- and therefore withdrawal -- methods.

So you created the problem, you went into full-on attack mode without following any of the procedures for Accredited casino complaints, and you significantly misrepresented the situation to post whatever you could to damage the Casino. That's unacceptably severe for being "a little annoyed" and this can't be excused with "mistakes happen" .

I understand that you were pissed off but your change of deposit method, your immediate hostility, your failure to follow procedures and your vindictiveness toward the casino has been the bulk of the problem here.

Footnote: I've since learned that the TOTAL elapsed time from when you initially requested your WD to the time it was issued to you after the new KYC was marginally more than 24 hours. That too would have been worth mentioning.

So let me get this straight.

The casino reversed my cashout, sends it back to playable funds and does not email me as to why or any request. And you are saying this is my fault? Seriously?

As im sure you aware, proper procedure is to keep the withdraw pending and send a KYC request to the player.

And then its my fault that 12 hours later, I message support a few times, annoyed at this asking what the issue is and why did you reverse my cashout and not email me as to why? And from reading the chat transcript Mia states "I will have to look into why you werent emailed about this, usually players are" Not long after my complaints, I was emailed.

So the only reason why it took your "12 hours and 24 hours" is because of my actions and chasing around support and asking whats the problem. Not because of anything else.

And now you are calling me vindictive because I was annoyed with this situation and them requesting kyc on me numerous times, reversing cashouts and not emailing me? Oh ok Max sorry, next time I will let the casino reverse my cashout, not send me emails or my money and I will just be happy little player.

Im sorry but reversing a players cashout and not emailing the player is wrong. This is not okay behavior under any circumstance and you making excuses for their behavior and attacking me is even more concerning.

And btw yes I said to chat, if you dont stop stalling me and playing these games I will post complaints. You advised me this is against the rules and I said ok.

Also, as I explained this all to you in PM, I am curious why you are ignoring that I explained this and carrying on with your own story and not the facts? I even sent you screenshot of the chat log to show that I had to complain to support and then not long after is when they finally sent me the KYC.

You also have another long standing member posting the same complaint.

You know all of these details but are completely disregarding them in your post.

Why?

 

[maxd]

I'm not ignoring anything. You think your hostile attitude toward Support got you what you wanted. I say it was coming your way regardless of how badly you tried to brow-beat them. You were abusive and pointlessly aggressive from the get-go. And all for a problem you created!

If you think that is the way to conduct your affairs then fill your boots but don't be surprised if the targets of your caustic behaviour are less than sympathetic to your complaints, myself included.

 

[lockinlove]

I think my pissy attitude could have been handled better. But I also see why a player can get annoyed by reversals and no emails. I could have went to live chat and been friendly, I admit that. It wouldnt have hurt me to do so even though it was their mess up but sometimes when you push people, they react poorly.

Again, this is where we disagree strongly. The problem was not created by me. I did what a player does. Deposit, win, cashout. The casinos job is to review the cashout, request documents, process the cashout.

They did none of the above at all.

What if it was a player who wasnt as strongly willed as me in regards to reversals/playing back winnings? They log back in, their cashout reversed, staring them in the face, no email or contact anywhere. They might be frustrated, reverse and lose it. I dont think these tactics are acceptable especially for an accredited casino. Hence my posts calling them out on this behavior.

Then the rep lied in here and said it was a template mistake when my chat logs show otherwise where two different chat reps acknowledge the lack of contact and the full KYC request. As the chat logs show "security is requesting a full KYC check" Sorry Max, that is not just a simple mistake of a template issue. If you would like me to forward the entire chat logs to you I can, showing that what Kasper has posted is completely false.

To be clear, if it was a full KYC check, I would have been annoyed, done so, posted a complaint and moved along.

The rep didnt try to respond via private message and discuss this with me. Instead, he decided to come here and post false information which imo only escalated this entire thing.

You can call me whatever you want. I have posted my peace, players can decide what was right and what was wrong here. I dont want to go in circles anymore so I wont be posting about this any longer unless asked to.

 

[maxd]

FTR I've seen no lies or misrepresentations by the reps. They made mistakes here, yes, but the essence of the case has been presented as I found it based on the evidence I've seen and believe is true. As stated, leave it to the readership to make up their own minds.

Any further discussion of this should be -- and will be -- taken to a new topic. This has become a major derailment of the thread topic and should not persist.

 

[helenakp]

I have great experience with Twin casino so far and last night had amazing luck,my withdraw is still pending.

Although must say few months ago the withdraw were very fast,now not soo fast but still they are ok

 

[helenakp]

Ok Iam fully verified why ask another verification for all documents,i guuess @lockinlove was right???

@Twin why asking documents again where iam fully verified,is this running around??

 

[Jonathan(Twin Casino)]

Hello Helenakp,

thank you for reaching out to us.

I have looked into this for you and you are not yet verified and we have never before asked you for documents.

I have also contacted you via email. So if you have any further questions feel free to contact me on here or to reply to the email.

Have a great day!

 

[helenakp]

When i am wrong i do need to aplogize

I really thought i am verified at Twin casino as i had several withdrawls and 1was really big,maybe thats why i thought i was verified

off to send those documents

 

[Jonathan(Twin Casino)]

Hello Helenakp,

no need to apologize.

I am still around so if you send the documents now I will make sure they are processed immediatly.

 

[helenakp]

Hello Helenakp,

no need to apologize.

I am still around so if you send the documents now I will make sure they are processed immediatly.

I did send them few minutes ago

 

[helenakp]

My account was verified thanks to Jonathan wish every casino rep is like you

Money on my account 1 minute after,that is the fastest withdraw i had from any casino and total was 1.500€

Thank you Twin casino and special thanks to Jonathan who made this speedy withdraw!

 

[Jonathan(Twin Casino)]

Hey Helenakp,

thank you for the kind words!

I am glad I could be of assistance.

 

[curremon]

Im 100% sure they are running lower rtp versions of play n go slots and still showing 96.xx% rtp versions on help files.. I wonder how to get proof that they actually run version they say ?

 

[Jonathan(Twin Casino)]

Hi curremon,

Thank you for voicing your concerns.

I can assure you that we have all of our slots, not just the play n go Slots, set to the highest offered RTP.

You can see the RTP the slot offers in the game rules of the game in question.

What ever is shown there is the theoretical RTP the slot is set to.

Of course, it is still gambling and your results may differ from the theoretical RTP.

If you have any further question do not hesitate to reach out to me.

Have a great day and all the best!

.

 

[Slottery]

Not sure how easy it would be to tweak false information to help file which is inside the game and coming from provider, probably not really easy to access from casino.

 

[curremon]

Yet there is casinos who has done that... Also when response comes from worker of casino i allways doubt it especially when im pretty damn sure about this... But what you can do..