Twin Casino Passed the Test

[Twin]

Today I had my first bad experience at Twin Casino (I already wrote a PN to @Twin).

I got 2 free spins in BOD (1 € value) with the reward system. They are 35x wagering, I was lucky to get 80 € bonus money. I started a bonus hunt... when 0,20 € money left I started opening the games and 0 € would get to my balance. Because I did this with bonus money and there was probably no bonus money anymore, but I never had such a problem in any other casino (for example at Platin Casino: There would be a list of games where you see which games left before bonus can be completed)

I did not expect such a rule in a casino like Twin. But well, always problems with wagering, I was so happy to have at least 1-2 hours play time but it shouldn't be. My Bonus Rounds:

1 Tiger Rush (This one I played -> 0,80 € won in bonus and noticed it did not get added to balance)
2 Jaguar Temple
3 Mustang Gold
4 Sweet Alch. (4 pots)
5 Wild Bazaar (3 Respins)
6 Cash of Kingdoms
7 Rise of Olympus
8 Dark Red
9 Madame Destiny
10 House of Doom (Pick Feature)

This all are worth 0 € now. I asked if I can play them and they add the sum of all to a bonus balance and add the remaining wagering (As the winnings seem to still appear in the game history). The answer was "Sorry can't change it".

Hi Aryol,

Thank you for reaching out.

That is unfortunately not allowed at our casino which is stated under "Game Rules".

Also furthermore, while some Casino's do offer this type of play, as you have mentioned most and bigger casinos do not allow your bonus balance to go below a certain minimum/zero and this is due to the system will see the bonus as "lost" when reaching zero ( or whatever minimum is set), giving the customer the option to then go take the now free cash from his bonus rounds saved up, without further wagering.
I know(As a continuous viewer myself) that many streamers actually tell their viewers to never go to zero balance and always consult with the Casino before starting a bonus hunt.

I am however sorry for the negative experience it must have been.

Kasper,
Twin

 

[Aryol]

My spins were 20p too and I won 99p from them.

Hi Aryol,

Thank you for reaching out.

That is unfortunately not allowed at our casino which is stated under "Game Rules".

Also furthermore, while some Casino's do offer this type of play, as you have mentioned most and bigger casinos do not allow your bonus balance to go below a certain minimum/zero and this is due to the system will see the bonus as "lost" when reaching zero ( or whatever minimum is set), giving the customer the option to then go take the now free cash from his bonus rounds saved up, without further wagering.
I know(As a continuous viewer myself) that many streamers actually tell their viewers to never go to zero balance and always consult with the Casino before starting a bonus hunt.

I am however sorry for the negative experience it must have been.

Kasper,
Twin

Yeah, it was just 123,48 € Bonus I lost (I played them know to see what I would have got). This was also my last experience here because I set a deposit limit to 10 and probably the first time I will SE from an accredited Casino here. Maybe I did something wrong, but the way of 0 tolerance policy just makes me sick.

I do not watch streams and therefore this has nothing to do with me. Also, I wrote that some casinos handle this case much much better. In my lifetime I had overall 2 real problems with casinos (First one: withdraw problem, which was quickly resolved. And this is the second one..)

But thank you for your answer, this way I will stay in profit at Twin forever. Made the decision pretty easy. I am out of this thread, I just wanted to share my experience here. If you ever gonna want do a bonus hunt write the support, never go below 1-2 € or you lost. Even if you immediately contact support you have been already doomed the moment the system detects your super fraud interactions... (At the end my balance swapped to real money, because I had 0,89 € real money left. This was probably the problem but does not matter anymore...)

(The funny thing is, the system can detect it is bonus money and simple could add it to the bonus balance and take the last wagering amount which is still saved up. But this would be player friendly...)

 

[Twin]

My spins were 20p too and I won 99p from them.


Yeah, it was just 123,48 € Bonus I lost (I played them know to see what I would have got). This was also my last experience here because I set a deposit limit to 10 and probably the first time I will SE from an accredited Casino here. Maybe I did something wrong, but the way of 0 tolerance policy just makes me sick.

I do not watch streams and therefore this has nothing to do with me. Also, I wrote that some casinos handle this case much much better. In my lifetime I had overall 2 real problems with casinos (First one: withdraw problem, which was quickly resolved. And this is the second one..)

But thank you for your answer, this way I will stay in profit at Twin forever. Made the decision pretty easy. I am out of this thread, I just wanted to share my experience here. If you ever gonna want do a bonus hunt write the support, never go below 1-2 € or you lost. Even if you immediately contact support you have been already doomed the moment the system detects your super fraud interactions... (At the end my balance swapped to real money, because I had 0,89 € real money left. This was probably the problem but does not matter anymore...)

(The funny thing is, the system can detect it is bonus money and simple could add it to the bonus balance and take the last wagering amount which is still saved up. But this would be player friendly...)

Hi Aryol,

Thank you for sharing your experience!

Great stuff with being in profit on a casino, that's actually quite awesome.

We are very lenient with our terms in many cases, but this is not allowed.

Have a good one,

Kasper,
Casino Manager
Twin

 

[bowki]

You could speed up the withdrawals a bit. Mine from yesterday is still pending and im asked if i want to cancel it when i login.

Apart from this a very good casino with friendly and helpful people. Thumbs up for Alexander who contacted me asking what they can do better and giving me a nice bonus

 

[Twin]

You could speed up the withdrawals a bit. Mine from yesterday is still pending and im asked if i want to cancel it when i login.

Apart from this a very good casino with friendly and helpful people. Thumbs up for Alexander who contacted me asking what they can do better and giving me a nice bonus

Hiya bowki!

Thanks for that! We are actually working on removing that part upon login

Reach out to Alexander, he might be able to speed it up if we don't need KYC etc.

Just tell him you spoke to me on the meister forum

Have a good one!

Kasper,
Casino Manager
Twin

 

[lockinlove]

@Twin

Does the casino have bet protection in case of accidental max bets and if you try to play an excluded game it wont let you?

I opened up an excluded game and it loaded but I didnt want to press spin to check it.

 

[lockinlove]

Found 5 spins on sakura in my account that ended up in a $300 cashout. My payment was paid in about 20 minutes. Staff are super nice and fast. Really starting to like this casino more but that has to do with winning too ;p

A casino this updated needs to have bet blocker and blocked on restricted games. Most casinos have it and I think this casino needs to be on par in that sense.

 

[Twin]

@Twin

Does the casino have bet protection in case of accidental max bets and if you try to play an excluded game it wont let you?

I opened up an excluded game and it loaded but I didnt want to press spin to check it.

Hi lockinlove,

Unfortunately not! We are working on it though, but also working on shortening the list of excluded games in general.

So please be aware of our excluded games list and keep them in mind if you are playing with a bonus.

Have a good one!

Kasper,
Casino Manager,
Twin

 

[Twin]

Found 5 spins on sakura in my account that ended up in a $300 cashout. My payment was paid in about 20 minutes. Staff are super nice and fast. Really starting to like this casino more but that has to do with winning too ;p

A casino this updated needs to have bet blocker and blocked on restricted games. Most casinos have it and I think this casino needs to be on par in that sense.

That's what I like to hear! Right on!

Well done on that!

Kasper,
Twin

 

[dionysus]

Anyone (Canadians I suppose) tried to deposit with a prepaid vanilla mastercard?
Purchased one, tried 3 times, 3x failed.
Check card status online, card is full, also phoned in, active and good to go. But failed dep.

Also, bit a strange one regarding bonus and excluded games.
Generally, casino does one of two things
A - excluded games merely don't open or
B- if played dont count toward WR

Here, playing one violates Ts and Cs and efs your bonus

Also, exluded game list says, includes but not limited to...what does that mean....?
cheers

 

[ternur]

Also, exluded game list says, includes but not limited to...what does that mean....?
cheers

It's an example of legal verbiage, and in many cases a type of contractual surplusage used routinely when the drafter (usually) has not given adequate contemplation for the interpretation of the that term.

It causes legal uncertainty in contracts and should be avoided whenever remotely possible.

 

[Twin]

Anyone (Canadians I suppose) tried to deposit with a prepaid vanilla mastercard?
Purchased one, tried 3 times, 3x failed.
Check card status online, card is full, also phoned in, active and good to go. But failed dep.

Also, bit a strange one regarding bonus and excluded games.
Generally, casino does one of two things
A - excluded games merely don't open or
B- if played dont count toward WR

Here, playing one violates Ts and Cs and efs your bonus

Also, exluded game list says, includes but not limited to...what does that mean....?
cheers

Hi dionysus!

Thanks for the feedback,

I will have to check out regarding the prepaid Monday if you want you can drop me a message and I will check it out with the payments team after the weekend.

Regarding our excluded games; It is actually quite straight forward, please do not play our excluded games, until we have the block enabled, as we have already stated we are working on creating. Twin is a fairly new casino and we do have a lot of good work to do! Much of it thanks to you guys here!

I hope you will have a great experience at Twin! If you have further feedback, I'll love to hear it!

Kasper,
Casino Manager
Twin

 

[lockinlove]

There is the odd casinos I come across that rejects the vanilla mastercards. I cant remember which one it is but it always happens to me for some reason. I use ecopayz for all my transactions now, much cheaper and easier to verify etc.

Good job twin I am glad you guys are working on the game blocker, I feel its an absolute must. I almost messed up and played a banned game because a couple of the games you have on there arent usually banned elsewhere. But thankfully a little flag went off in my head that said I better check just to be safe and low and behold I would have been screwed.

 

[dionysus]

There is the odd casinos I come across that rejects the vanilla mastercards. I cant remember which one it is but it always happens to me for some reason.

Yeah, I never did get to deposit. Tried maybe 10 times, wouldnt accept. Tried another casino, worked fine.

 

[lockinlove]

Deposit $25 and get 30 spins on toonz. Fun promos with such popular games.

Cashed out $105 having lots of fun here. keep the fun promos coming!!

 

[Twin]

Deposit $25 and get 30 spins on toonz. Fun promos with such popular games.

Cashed out $105 having lots of fun here. keep the fun promos coming!!

Cheers lockinlove!

We will try our very best to keep it entertaining day in - day out

Have a good one,

Kasper,
Twin

 

[Nicola]

Are there restrictions on some providers? From Malta for example the Greentube and Thunderkick game list was empty when I tried to load them.

Is there any chance you can allow Loyalty Points on Dead or Alive? As that is my most played game, it was a shame not to see any points after a long session.

 

[Twin]

Are there restrictions on some providers? From Malta, for example, the Greentube and Thunderkick game list was empty when I tried to load them.

Is there any chance you can allow Loyalty Points on Dead or Alive? As that is my most played game, it was a shame not to see any points after a long session.

Hi Nicola,

From Malta, you have Greentube and Thunderkick games available, normal country restrictions apply per provider and we are 100% in line with those.

I have just checked from my IP (Maltese) and I am happy to confirm that we have 100+ Greentube titles available on

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

or by searching per provider.

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

can be found here. If you are using a VPN, that might be the reason.

As for now, DOA is a bonus excluded games and we don't wanna confuse our customers so DOA, is unfortunately at the moment not included in our Loyalty Contribution.
I can tease you guys a bit and say this: We are in process on making changes to our excluded games list and bonus wagering rules in general.

... More of that later on!

 

[dionysus]

new CC, tried to deposit today, again failed

guess Twin isnt a casino I'm going to be able to play at

 

[dionysus]

success..ish today
support emailed said deposit less than card amount
knocked 5 off, went through
not sure why though - says $0 deposit feee for deposits

 

[dionysus]

so real balance reads as 0 and the total balance as bonus and deposit
are they not separated?

 

[bjtaz44]

I wish you would state deposits are converted into desired currency, if I'm going to deposit $50 cdn I expect that is what is being withdrawn.. since you say they accept cdn currency. But of course I end up with fees above that.. ticks me off!!! Can you not mention that or is that just the way it is...videoslots, rizk, etc. Don't convert so mention that maybe in the review???

 

[dionysus]

so played 2nd deposit bonus
same thing, only works if you knock a hundred off your total - cant dep 100 from a 100 card, only 95

any idea why?

 

[Twin]

so real balance reads as 0 and the total balance as bonus and deposit
are they not separated?

Hi dionysus!

Sorry for the late reply here, I have had a personal emergency to attend to!

- Glad to see you managed to reach out to our support, which should be the first line of contact for any issues you might occur.

It is true, that we separate the balances into Total Balance, (which is the total) but then also have a real balance(Withdrawable balance) and a bonus balance.

I hope this sums up your questions, should you have further issues with depositing, please do reach out to our customer support!

Kind regards,

Kasper,
Casino Manager
Twin

 

[Twin]

I wish you would state deposits are converted into desired currency, if I'm going to deposit $50 cdn I expect that is what is being withdrawn.. since you say they accept cdn currency. But of course I end up with fees above that.. ticks me off!!! Can you not mention that or is that just the way it is...videoslots, rizk, etc. Don't convert so mention that maybe in the review???

Hi bjtaz44,

Thanks for the feedback!

"We charge no fees however some non EU transfers may be subject to charges applied by processing banks"
Is the line we have on our payments page, if you don't believe this is clear enough I will see to it, that this is being modified

Kind regards,

Kasper,
Casino Manager
Twin

 

[dionysus]

Hi dionysus!


I hope this sums up your questions, should you have further issues with depositing, please do reach out to our customer support!

Kind regards,

Kasper,
Casino Manager
Twin

Sort of - it answered 1 of 2 questions
Any idea as to why if you use a $100 card you can't enter $100 as the amunt - but have to enter $95 instead?
ty

 

[Twin]

Sort of - it answered 1 of 2 questions
Any idea as to why if you use a $100 card you can't enter $100 as the amunt - but have to enter $95 instead?
ty

Hi dionysus,

What deposit method are you using?
- On this deposit method, which currency are you using? Which account currency do you have at Twin?

Twin has zero fee's, so it must be either a conversion fee or a fee from the card issuer/payment method issuer.

Kind regards,

Kasper
Casino Manager
Twin

 

[dionysus]

Hi dionysus,

What deposit method are you using?
- On this deposit method, which currency are you using? Which account currency do you have at Twin?

Twin has zero fee's, so it must be either a conversion fee or a fee from the card issuer/payment method issuer.

Kind regards,

Kasper
Casino Manager
Twin

CAD and mastercard, same I use for every deposit everywhere (and nowhere else will it not take the full $100)

 

[Twin]

CAD and mastercard, same I use for every deposit everywhere (and nowhere else will it not take the full $100)

Hi dionysus,

Might be worth to check out your bank statement, must be a fee from your bank or conversion fee.
"Payment methods are country specific. We charge no fees however some non-EU transfers may be subject to charges applied by processing banks."

I know a lot of our Canadian customers like to use Ecopays, have you considered using this?
Just a suggestion, I hope you will manage!

Kind regards,

Kasper,
Casino Manager
Twin

 

[lockinlove]

CAD and mastercard, same I use for every deposit everywhere (and nowhere else will it not take the full $100)

This has happened to me before at 1 or 2 casinos where I tried with $200 and wouldnt work and I tried lower and it worked. No idea why and its not very common. The casinos this happened on arent popular ones or anything just kind of a one off try. Are you gong to the vanllilla site after and checking if you are getting charged a fee?

 

[dionysus]

This has happened to me before at 1 or 2 casinos where I tried with $200 and wouldnt work and I tried lower and it worked. No idea why and its not very common. The casinos this happened on arent popular ones or anything just kind of a one off try. Are you gong to the vanllilla site after and checking if you are getting charged a fee?

cheers - isnt a MC thing; after it first failed here, worked elsewhere full 100
in fact, it was chat suggested i knock off 5 and to try again where it worked so I gather an issue theyve encountered before

 

[dionysus]

is the casino by any chance oring ltd princess eli malta?

 

[dionysus]

well, I see what it happening now - im getting charged a 'foreign transaction fee - it seems the funds are being taken, converted from CAD to EUR converted back to CAD (I'm not losing per se, just an awkward way of doing it and losing a few bucks on my MC, rather than just taking CAD for CAD acct)

 

[Twin]

is the casino by any chance oring ltd princess eli malta?

Hi dionysus,

Very correct!

Kasper,
Twin

 

[dionysus]

ok thanks sorted
not the biggest deal, least I know now to anticipate a $5 chop off the top to deposit 100 from a prepaid MC (here at least)

 

[Twin]

ok thanks sorted
not the biggest deal, least I know now to anticipate a $5 chop off the top to deposit 100 from a prepaid MC (here at least)

Hi dionysus

It is indeed unfortunate.
We, unfortunately, have no way to remove fee's pushed from the specific bank/provider.

Our fee's remain as they are. non-existing.

Kasper,
Casino Manager
Twin

 

[dionysus]

Hi dionysus

It is indeed unfortunate.
We, unfortunately, have no way to remove fee's pushed from the specific bank/provider.

Our fee's remain as they are. non-existing.

Kasper,
Casino Manager
Twin

i have to guess though it's your processor as this doesnt occur at ANY casino i use using the same card and theyre all out of malta as well
I dunno - like i say, $5 isnt the biggest worry - i dont dep tenners

 

[Twin]

i have to guess though it's your processor as this doesnt occur at ANY casino i use using the same card and theyre all out of malta as well
I dunno - like i say, $5 isnt the biggest worry - i dont dep tenners

Hi dionysus,

Okay, I will have a look at it further and see if there is anything we can do in that regard

Thanks again for the feedback so far!

Kasper,
Twin

 

[chiya]

@Twin

I'll just ask here since your bonus terms seem dubious to say the least and I can't trust what live chat says ..

Why does it say in the bonus term that wagering bonus money on games includes but is not limited to: (game list here). What does that even mean? Includes but not limited to? If it's not limited to those games then why aren't the rest shown? That term literally makes no sense.

Secondly, it says that max cashout from free spins is 100. Is that true for rewards that you earn by playing with real money at the casino too? When you level up you gain a prize and you can usually choose cash or free spins. Is there any reason to take free spins (even though their value is higher) if they have wagering AND max cashout is 100? Or is there no max cashout? The terms are really vague when it comes to those prizes specifically. Live chat says that they have a max w/d which is ridiculous.

This would mean effectively that:

1) If you earn multiple rewards throughout your session, you should only accept one of them at a time. If you win, you should withdraw and only play another reward after doing so.

2) If you win from FS and you have a balance that is over 100€, you should keep playing the excess balance until you lose it to accumulate more rewards that you would then play in the manner described above.

This is absurd.

I of course lost my deposit but just happened to win big on the loyalty rewards. If this were any other casino I'd be happy knowing I just won 550€ off loyalty rewards but here apparently loyalty rewards are rather limited. Gives a new meaning to a "loyalty reward".

 

[Twin]

@Twin

I'll just ask here since your bonus terms seem dubious to say the least and I can't trust what live chat says ..

Why does it say in the bonus term that wagering bonus money on games includes but is not limited to: (game list here). What does that even mean? Includes but not limited to? If it's not limited to those games then why aren't the rest shown? That term literally makes no sense.

Secondly, it says that max cashout from free spins is 100. Is that true for rewards that you earn by playing with real money at the casino too? When you level up you gain a prize and you can usually choose cash or free spins. Is there any reason to take free spins (even though their value is higher) if they have wagering AND max cashout is 100? Or is there no max cashout? The terms are really vague when it comes to those prizes specifically. Live chat says that they have a max w/d which is ridiculous.

This would mean effectively that:

1) If you earn multiple rewards throughout your session, you should only accept one of them at a time. If you win, you should withdraw and only play another reward after doing so.

2) If you win from FS and you have a balance that is over 100€, you should keep playing the excess balance until you lose it to accumulate more rewards that you would then play in the manner described above.

This is absurd.

I of course lost my deposit but just happened to win big on the loyalty rewards. If this were any other casino I'd be happy knowing I just won 550€ off loyalty rewards but here apparently loyalty rewards are rather limited. Gives a new meaning to a "loyalty reward".

Hi chiya,

as mentioned in my private message to you, there is no max cap on winnings from our Loyalty Program.

I apologie for the wrong information you received on chat, I will make sure it does not happen again

And congrats on your winnings!

Kasper,
Casino Manager
Twin

 

[chiya]

Thank you Kasper. Should've waited more patiently but I overreacted since 550€ is a huge win for me and losing it would be fairly upsetting. Aside from misinformation I will say your CS is top-notch!.

Will definitely return to play again

 

[Twin]

Thank you Kasper. Should've waited more patiently but I overreacted since 550€ is a huge win for me and losing it would be fairly upsetting. Aside from misinformation I will say your CS is top-notch!.

Will definitely return to play again

Glad to hear it!

Nooo you didn't overreact, all good!

I will pass on your positive remarks to our support department!

Kind regards,

Kasper,
Twin

 

[Twin]

Hi all!

Once again we have listened to you guys!

We have removed a lot of games from excluded gameplay with bonus!!

The new terms are as follows:

10. Gameplay done on any of the excluded games will not contribute towards any bonus wagering. The excluded games are: Blood Suckers, Bruno Bingo, Castle Builder, Castle Builder II, Dead or Alive, Devil’s Delight, Eggomatic, Eye of the Kraken, Gemix, Jack Hammer, Jack Hammer II, Kings of Chicago, Pearls of India, Peek-A-Boo, Peking Luck, Robin Hood, Scrooge, The Wish Master, Tower Quest.

Have a lovely Monday!

Kasper,
Casino Manager
Twin

 

[TheAverageGuy]

 

[aceking123]

Still why dead or alive is still being banned ?? Or doesnt count?

 

[lockinlove]

Hi all!

Once again we have listened to you guys!

We have removed a lot of games from excluded gameplay with bonus!!

The new terms are as follows:

10. Gameplay done on any of the excluded games will not contribute towards any bonus wagering. The excluded games are: Blood Suckers, Bruno Bingo, Castle Builder, Castle Builder II, Dead or Alive, Devil’s Delight, Eggomatic, Eye of the Kraken, Gemix, Jack Hammer, Jack Hammer II, Kings of Chicago, Pearls of India, Peek-A-Boo, Peking Luck, Robin Hood, Scrooge, The Wish Master, Tower Quest.

Have a lovely Monday!

Kasper,
Casino Manager
Twin

Nice to see! Does this mean that that we can play them and it just wont contribute? That would be much better than accidentally playing it and losing a balance for playing a restricted game.

 

[Twin]

Still why dead or alive is still being banned ?? Or doesnt count?

Have you ever played DoA ? That's why aceking123!

- To be a bit more open; It's due to the hit frequency, max potential etc etc.

We are working on a way to allow all games to be played with bonus, including DoA, but we also have to make sure that everything adds up before we allow this.

Stay tuned!

Kasper,
Twin

 

[Twin]

Nice to see! Does this mean that that we can play them and it just wont contribute? That would be much better than accidentally playing it and losing a balance for playing a restricted game.

Actually lockinlove, we are cooking something extra on that note.. for now, please do not play bonuses on excluded games

But.. we do have a few ideas in mind already!

Kind regards,

Kasper,
Casino Manager
Twin

 

[lockinlove]

Actually lockinlove, we are cooking something extra on that note.. for now, please do not play bonuses on excluded games

But.. we do have a few ideas in mind already!

Kind regards,

Kasper,
Casino Manager
Twin

Sounds good! You might want to make the term more clear. Most casinos that have the term written like that means you can still play it, it just doesnt contribute to wager

 

[TheAverageGuy]

Cashout received within moments today, bravo!

Keep this up I'll never leave ;-P