Twin Casino Passed the Test

[simon1316]

You explained to them how muchbetter is 100% runned by the user and its all automated once verified and support have better things to do than send pdf of the same info account owner can screenshot in 5 seconds? iMO doing s’that is forgetting common sense when its to their liking and even if they wont admit it, its stalling payment to inducen a reversal. 72 hours lol

Yes and they insisted to get the PDF... no matter it take a week or a month they want it. Twin won this time... of course, I have reverse and lost all. (They also tell me my withdrawal was frozen, but they later tell me they send me an email (never received) telling me withdrawal are only frozen from the moment the withdrawal lock is requested, so no from previous withdrawal... ? I think they should have least refunded deposit anyways... I’ve learn to stay away. Take note.. I don’t say they are bad or rogue, simply aren’t living in real time with MuchBetter and withdrawal lock.

 

[hhhelllo]

Yes and they insisted to get the PDF... no matter it take a week or a month they want it. Twin won this time... of course, I have reverse and lost all. (They also tell me my withdrawal was frozen, but they later tell me they send me an email (never received) telling me withdrawal are only frozen from the moment the withdrawal lock is requested, so no from previous withdrawal... ? I think they should have least refunded deposit anyways... I’ve learn to stay away. Take note.. I don’t say they are bad or rogue, simply aren’t living in real time with MuchBetter and withdrawal lock.

Well... I said they weren’t so bad. Remember they are an online casino. Their buisness model is made on profits over people gambling. First of all never play unless verified. By verified I mean sucessful verificarion AND one withdrawal approved with the payment method you will be using. In the end you cant trust any casino manager because is they were all that nice, they would make less profits. At least thats how you think when it comes to short term profit. Not talkIng about twin in particular.

Go play at coolbet buddy. High rtp. Withdrawals are locked for real. And when you explain something that makes sense to an agent, he wil talk to someone than knows common sense. Unibet never stall be also.

Mga was once to me a seal of quality. How ignorant was I
Casinos adapt and now they just use any rules from mga liscense that hurts them financialy and punish their own customers with it.

Twin come on.asking a pdf is not mandatory. And muchbetter support doesnt respond to clients unless you are crazy in the head and email them twice every hour for 3 weeks. You look greedy dont you think? Dont tell me its not intentionnal please... I was the one defending you and you cant even lock a transaction while you stall a payment for the wrong reasons? Eventually short term profits will vanish if you keep doing that and you will have nobody left.

 

[Twin]

Hi @hhhelllo @simon1316 and everyone else using MuchBetter as a method.

I have been following the thread and based on your feedback I had words with our Head of Payments this morning.

We have decided that moving forward, unless specifically specified and requested due to other concerns, a screenshot is okay to submit as KYC for the use of MuchBetter.

If you have pending documents request in regards to MuchBetter, I will advise you once more to just submit the screenshot as proof, and all should be ok in most cases.

Thank you all for your valued feedback, it truly helps us create a better Casino for our players.

Kasper,
Twin.com

 

[hhhelllo]

Hi @hhhelllo @simon1316 and everyone else using MuchBetter as a method.

I have been following the thread and based on your feedback I had words with our Head of Payments this morning.

We have decided that moving forward, unless specifically specified and requested due to other concerns, a screenshot is okay to submit as KYC for the use of MuchBetter.

If you have pending documents request in regards to MuchBetter, I will advise you once more to just submit the screenshot as proof, and all should be ok in most cases.

Thank you all for your valued feedback, it truly helps us create a better Casino for our players.

Kasper,
Twin.com

That sir is a good decision that will have positive impact on your financial health as a company that is based on mutual trust. Some casinos will apply nonsense until they burn in hell for the evil intentions they have towards their own customer. Some have common sense and fairness in their way of dealing with issues. Like you

cheers

 

[Bunbu]

I've been playing Twin for about a month and have a very very good experience. I sent KYC documents before I even deposited, and they were aproved within 24 hours. My cashout speed is about 24 hours, which is perfectly acceptable to me.

Slots games seem to be run on a fair RTP, and to be honest, I believe it is higher than in other casinos I've visited. I usually deposit 40-100-150 EUR, and I've cashed out nearly every time I've played there. Even I find it hard to believe.

Twin please keep this record of my cashouts, you can be forever/only casino i am still in profit. Let's make history!

Anyway, Twin is a great casino, and I hope it continues to be so.

 

[Tirilej]

I got an interesting email today from Twin. It said I had money in my account and that I should either play or cash it out soon since they are closing again for Swedes.
Now the email said Hi John, so I assume it wasn't for me at all. I would have loved to still have money in my account.

The problem is that it's not possible for Swedes to log in, and that problem have been there for at least two months now. So how can I even check?

 

[The Viking]

I got an interesting email today from Twin. It said I had money in my account and that I should either play or cash it out soon since they are closing again for Swedes.
Now the email said Hi John, so I assume it wasn't for me at all. I would have loved to still have money in my account.

The problem is that it's not possible for Swedes to log in, and that problem have been there for at least two months now. So how can I even check?

hmm looks like poor John is not going to get the chance to play or withdraw as the mail got wrong address as well.

 

[Tirilej]

hmm looks like poor John is not going to get the chance to play or withdraw as the mail got wrong address as well.

or they sent an email to all Swedish customers calling them John, just to get them in playing like maniacs the last two weeks before they close the doors for us

 

[Nate]

or they sent an email to all Swedish customers calling them John, just to get them in playing like maniacs the last two weeks before they close the doors for us

Yep.

Dear John,

By the time you read these lines, your balance is gone.

 

[Video_Poker_Pro]

twin is leaving swe?

 

[Tirilej]

twin is leaving swe?

Yes, in the end of May.
So typical. I signed up in February but from the end of March I couldn't log in and still can't. I need to log in using the Bank ID and it's not working. Please try and see if you can if you have an account there.

 

[Video_Poker_Pro]

Yes, in the end of May.
So typical. I signed up in February but from the end of March I couldn't log in and still can't. I need to log in using the Bank ID and it's not working. Please try and see if you can if you have an account there.

Samma skit, shit va dåligt. @Twin can you confirm?

 

[Twin]

I got an interesting email today from Twin. It said I had money in my account and that I should either play or cash it out soon since they are closing again for Swedes.
Now the email said Hi John, so I assume it wasn't for me at all. I would have loved to still have money in my account.

The problem is that it's not possible for Swedes to log in, and that problem have been there for at least two months now. So how can I even check?

Hey!!!

I must apologize, we did indeed make that mistake in regards to the name.
If you are having trouble logging in to your account, please do contact our customer support who can assist with some help, I know we had a few with login issues, and changing to Firefox browser actually helped resolve that issue, but that's all I know, so please do contact our Customer Support staff, should that issue persist for you.

All the best!!

Kasper,
Twin

 

[Tirilej]

Hey!!!

I must apologize, we did indeed make that mistake in regards to the name.
If you are having trouble logging in to your account, please do contact our customer support who can assist with some help, I know we had a few with login issues, and changing to Firefox browser actually helped resolve that issue, but that's all I know, so please do contact our Customer Support staff, should that issue persist for you.

All the best!!

Kasper,
Twin

Hi Kasper

So the question remains. Was it me or John who still had money in the account? Or will he never know
I'll see if I download Firefox and try, but if there are no money it's a waste of time.

Would you mind telling us why you close down for us again? Was it a too difficult market to get customers, or did we win too much?

 

[Twin]

Hi Kasper

So the question remains. Was it me or John who still had money in the account? Or will he never know
I'll see if I download Firefox and try, but if there are no money it's a waste of time.

Would you mind telling us why you close down for us again? Was it a too difficult market to get customers, or did we win too much?

Hey

Everyone with a balance was sent an email, again I apologize for the name mistake.
The decision on why we have determined not to go further with the Swedish license, will remain unanswered unfortunately,

All the best

Kasper,
Twin

 

[paul7388]

We will just blame it on a certain Swedish Bear and DOA for you leaving the market then lol.

 

[Twin]

We will just blame it on a certain Swedish Bear and DOA for you leaving the market then lol.

hahaha, I can live with that mate

 

[Tirilej]

A bit pointless sending emails for a whopping 0.85 sek. Lucky me I remembered that Donuts could be played on 0.50 so I got it down to 0.15.
You are free to use the amount as you like

 

[Twin]

A bit pointless sending emails for a whopping 0.85 sek. Lucky me I remembered that Donuts could be played on 0.50 so I got it down to 0.15.
You are free to use the amount as you like

Yeah Tirilej but we have some obligations to adhere to when it comes to these things, apologies - at least you got a bet done !

 

[Slottery]

Would you mind telling us why you close down for us again? Was it a too difficult market to get customers, or did we win too much?

Guesses for often heard reason: Price of operating (license, taxes, compliance), tight regulated (especially when covid kicked in, customers been not allowed to deposits over 5000 sek/week which cut any highrollers off right away), some players rather play in unregulated places (like there was your started thread in Swedish, many prefer to play casinos who don't hold Swedish license, ie under MGA license "who don't target Swedish players, just accept them but not with their own currency or some other license from Curacao, IoM, Gibraltar etc... which SGA haven't been able to sort out yet very successfully, same not happen in many other regulated markets like UK, Spain, Denmark etc.. ).

Sweden used to be main or very remarkable market for many casinos, after SGA brought own license, it's not that tempting anymore when you pay much more costs of operating there but can't take much money even from players who for sure could afford that, you can't compete with bonuses as you are not allowed to offer any after welcome one etc...

Nothing related to Twins reasons anyhow, just some stated by operators who found it might not be worth for it to hold SGA license as there quite many competitors to share market which is not that huge like it used to.

Some numbers of market SGA keep publishing:

You do not have permission to view link Log in or register now.

 

[bowki]

How much do you have to lose to be qualified for Cashback and the rewards they are advertising on the site? Is it worth it?

I lost over 800€ in deposits without any withdrawals since I returned to them 2 weeks ago. I asked today if I qualify for any loyalty or deposit bonus and I got 20 freespins of 10 cent each. Thanks, but before I get something like that I prefer a "Sorry, you do not qualify for any loyalty bonus"

 

[Kroffe]

We will just blame it on a certain Swedish Bear and DOA for you leaving the market then lol.

You need to tag me when you blame me for stuff behind my back, otherwise i might not see it.
I guess it would kind of go against the whole 'behind my back' part of it.
Nevermind, as you were.

 

[bjtaz44]

How much do you have to lose to be qualified for Cashback and the rewards they are advertising on the site? Is it worth it?

I lost over 800€ in deposits without any withdrawals since I returned to them 2 weeks ago. I asked today if I qualify for any loyalty or deposit bonus and I got 20 freespins of 10 cent each. Thanks, but before I get something like that I prefer a "Sorry, you do not qualify for any loyalty bonus"

No its not worth it if thats what your playing for, I lose way more than you stated and yes I get cash back but I would rather just win and have play time, but that seems to be very hard now a days.
I don't ask for anything extra and don't use their deposit bonuses either so I guess each to their own.
The cash back is just a sorry you lost gesture you have to lose to get it but at least its something they do that lots of casinos do not give.
I am confused too on their VIP or loyality levels cause it doesn't tell you what level your actually at, that I can find.

 

[hhhelllo]

No its not worth it if thats what your playing for, I lose way more than you stated and yes I get cash back but I would rather just win and have play time, but that seems to be very hard now a days.
I don't ask for anything extra and don't use their deposit bonuses either so I guess each to their own.
The cash back is just a sorry you lost gesture you have to lose to get it but at least its something they do that lots of casinos do not give.
I am confused to on their VIP or loyality cause it doesn't tell you what level your actually at, that I can find.

The kind of of loyalty scheme that never materialize unless they are scared to lose you

 

[Twin]

How much do you have to lose to be qualified for Cashback and the rewards they are advertising on the site? Is it worth it?

I lost over 800€ in deposits without any withdrawals since I returned to them 2 weeks ago. I asked today if I qualify for any loyalty or deposit bonus and I got 20 freespins of 10 cent each. Thanks, but before I get something like that I prefer a "Sorry, you do not qualify for any loyalty bonus"

bowki, if you like, you can send me a message/pm with your email and I can have a look with my Loyalty Team.


Kasper,
Twin

 

[bjtaz44]

Could you please look into removing blueprint games you added, we obviously can't play them for some messed up reason even though saskatchewan has no ties to the rest of canada that claimed dictatorship to this provider. Tired of seeing them on my new game screen etc. So do your geo block thing please, or make them available to us people in Saskatchewan at least.

 

[Twin]

Could you please look into removing blueprint games you added, we obviously can't play them for some messed up reason even though saskatchewan has no ties to the rest of canada that claimed dictatorship to this provider. Tired of seeing them on my new game screen etc. So do your geo block thing please, or make them available to us people in Saskatchewan at least.

Hey That should be fixed today or tomorrow latest,

It is a shame indeed they are not allowing Canadians

Kind regards,

Kasper,
Twin.com

 

[bjtaz44]

Well... I said they weren’t so bad. Remember they are an online casino. Their buisness model is made on profits over people gambling. First of all never play unless verified. By verified I mean sucessful verificarion AND one withdrawal approved with the payment method you will be using. In the end you cant trust any casino manager because is they were all that nice, they would make less profits. At least thats how you think when it comes to short term profit. Not talkIng about twin in particular.

Go play at coolbet buddy. High rtp. Withdrawals are locked for real. And when you explain something that makes sense to an agent, he wil talk to someone than knows common sense. Unibet never stall be also.

Mga was once to me a seal of quality. How ignorant was I
Casinos adapt and now they just use any rules from mga liscense that hurts them financialy and punish their own customers with it.

Twin come on.asking a pdf is not mandatory. And muchbetter support doesnt respond to clients unless you are crazy in the head and email them twice every hour for 3 weeks. You look greedy dont you think? Dont tell me its not intentionnal please... I was the one defending you and you cant even lock a transaction while you stall a payment for the wrong reasons? Eventually short term profits will vanish if you keep doing that and you will have nobody left.

Finally tried this casino, coolbet, and withdrawals are instant like when I played at videoslots, well done coolbet.....take notes TWIN cause your failing more than you think, last withdrawal was 16hrs before processed with you then gigadats 24 hrs bs on top of your slowness, so since I don't play VS anymore I am going where the instant withdrawals are. Btw I dont have to email support at coolbet for the instant withdrawals, it just happens, amazing.

 

[bjtaz44]

So twin is now part of this confiscating funds till a SOW is done? I'm fed up with this, why can't casinos ask before I deposit?? if you think it's a problem, not when I finally win and withdrawal a tiny $300!!.
And I was told if I close my account I won't ever get my money!. Seems like blackmail to me.
Are others having this issue with Twin now?

 

[Jasminebed]

If you are playing under UK or MGA license, they cannot withhold your winnings if your deposit was made prior to a SOW request. I think casinos should not be accepting a deposit if a SOW request until it has been completed, but unsure if is legal requirement.

I do know if you cannot or will not provide the documents the casino may not just keep your money.

They have two avenues.

One is to pay you and close your account, as they cannot continue legally to keep a customer they requested it from. I don't know if there is any time frame attached to that, but I do know you closing the account requires they either pay you (fine if it is an affordability test under responsible gambling).

If the request has been made because they suspect money laundering, they must report you to relevant authorities and forward that balance to them. That regulatory body will decide if it is money laundering.

 

[bruinsdude]

Decided to give TWIN a try. When i created the account some time back they didnt have interac as a payment method but now they do. Off i went and decided to deposit $50....made playthrough and a 3K withdrawl. Now im reading others experiences and am hoping things go smoothly. Spoke to customer service, which was amazing btw, and they said everything seemed in order and to wait for an email from the payments team. All going very smoothly so far.

 

[bruinsdude]

Further to my last post, there ended up being a slight blip in the road regarding my ID. The team at TWIN worked fast to resolve the issue, and my withdrawl is now approved. I had the pleasure of dealing with Sebastian on a few occasions, and I must say the speed, and level of engagement provided by customer service there is bar none the best ive experienced in the industry. I strongly recommend this casino.

 

[casinome]

I'm beyond frustrated with Twin.

First their withdrawals are much slower than most places are nowadays but now they blocked my latest withdrawal because of "security" reasons.

I made a withdrawal 2 days ago which took about 24 hrs. Yesterday, I made another but they are saying I'm not verified (which I have been for a while) and that they need documents including my ID. VERY frustrating that they would do this. It feels like delay tactics and customer service isn't very good.

 

[bruinsdude]

Please keep us posted on your progress, sounds like an error in the system if they are sending you KYC stuff after already withdrawing.
A tad surprised you find their CS isnt very good, ive had the opposite experience with each contact. While the reps may not be able to wave a magic wand to instantly fix your issue, they still seem commited to excellent service, and provide assurances things will be fixed. My experience anyways

 

[casinome]

I tried CS again, and managed to talk to Sebastien. He was really good and resolved the issue within minutes. He actually managed to resolve the issue right away as I waited on chat, so kudos to him. Withdrawal was processed shortly after. Just a pain with the way it went down, but Sebastien resolved it well.