Twin Casino - O jogador ainda não recebeu os seus prémios.

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Dear 881305183,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I’m sorry to hear about your negative experience. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you accumulated your winnings with or without an active bonus?
• Do I understand correctly that you already rolled over your €700 deposit 100% and is now left with €600 in your balance?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?

Thank you very much in advance for your reply.

Dear 881305183,

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.

No active bonus what so ever

Yes now I have 600 from the 700 deposit

They asked. ID selfie with ID, verification of my card and for the last one they claim it’s "altered" which is not. I downloaded from the revolut.

As for the documents, they don’t accept my Revolut document that proves the character is on my name. They don’t let me withdraw

I

Thank you very much for your reply, 881305183.

For an independent review, could you please forward all the documents (including selfies) that you sent to the casino to jean.s@casino.guru?

Please also include all relevant correspondence between you and the casino. Please do not send screenshots, but the original, uncropped email messages instead.

When you email me, notify me in the complaint thread as well. I appreciate your assistance.