Twin Casino - Os ganhos de bônus do jogador foram confiscados.

Hello,

I registered here because I don't know what to do next.

I won at twin with the second welcome bonus after converting 320 euros.

That is why I immediately sent all the necessary documents.

Two days later I received an email from Twin informing me that my account was now fully verified and that my winnings had been confiscated!

With the reason that another account is already connected to the IP address.

A week later I was excluded from all bonus promotions.

But my account is not blocked !?

I admit that I play games on other devices and friends from time to time.

The registration with Twin was done via my cell phone.

I am very surprised that Twin just decided that way.

You actually only read positive things about Twin everywhere. Unfortunately I can't share my opinion.

I haven't had any other casino problem with anything like that.

Even Big5Casino paid out without any problems! To give an example.

I have contacted Twin several times about this. But always get "sorry" and a reference to the terms and conditions.

What can I do to get the money?

Thanks in advance.

Hallo,

Ich habe mich hier angemeldet weil ich nicht mehr weiter weiß.

Ich habe bei twin mit dem zweiten Willkommensbonus nach dem Umsetzten 320 Euro gewonnen.

Deswegen habe ich gleich alle erforderlichen Dokumente eingeschickt.

Zwei Tage später habe ich von Twin eine Email bekommen in der mir mitgeteilt wurde das mein Account jetzt voll verifiziert ist und mein Gewinn beschlagnahmt wurde!

Mit der Begründung das schon ein anderes Konto mit der IP Adresse verbunden ist.

Eine Woche später wurde ich dann von allen Bonus Aktionen ausgeschlossen.

Aber mein Konto nicht gesperrt!?

Ich gebe zu das ich hin und wieder auf anderen Geräten bzw. Befreundete Wlan Netzwerken Spiele. 

Die Registrierung bei Twin erfolgte aber über mein Handy.

Ich bin sehr überrascht das gerade Twin so entschieden hat.

Man liest eigentlich überall nur positives über Twin. Die Meinung kann ich leider nicht Teilen.

Ich hatte noch bei keinen anderen Casino Problem wegen so etwas.

Selbst Big5Casino hat Problemlos ausgezahlt! Um mal ein Beispiel zu nennen.

Ich habe Twin schon mehrmals deswegen Kontaktiert. Bekomme aber immer nur "es tut uns leid" und ein Verweis auf die AGBs zurück.

Was kann ich tun um das Geld eventuell doch noch zu bekommen?

Danke schon mal im vorraus. 

Dear Dora,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found https://twin.com/document/bonus-terms:

"Any bonuses and/or free spins can only be used once by each household, family, address, e-mail address and IP-address. We reserve the right to cancel/remove a bonus offer at any time in case of any suspected abuse of the offer and to terminate the offender’s account with immediate effect."

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address as yours? Is your account still accessible or it has been blocked? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela,

Thank you for your reply.

I am sure that no one else has logged in to Twin from my cell phone and therefore my IP!

That was my second deposit at Twin!

In one game session (6 hours) I played on a well-known wifi.

Of course, I cannot rule out that someone has already registered with Twin via this WLAN!

I don't have DSL at home! And to play over the cell phone contract is consumption in the long run because of the high data and not possible at all!

That's why I rely on public or known WiFi connections that are not mine.

In my twin history you can see that I have already logged into Twin with 5 or 6 different IPs

But also that the registration with Twin and most log-ins happened from my cell phone!

My account is still open!

And I am completely verified with all documents at Twin!

Best regards

Dora ***

Hallo Petronela,

Danke für ihre Antwort.

Ich bin mir sicher das sich von meinen Handy und damit meiner IP niemand anderes bei Twin angemeldet hat!

Das war meine zweite Einzahlung bei Twin!

In der einen Spiele Sitzung (6 Stunden) spielte ich über das Wlan eines bekannten.

Ich kann natürlich nicht ausschließen das jemand sich schon mal bei Twin über dieses WLAN angemeldet hat!

Ich habe zuhause kein DSL ! Und über den Handyvertrag zu spielen ist auf Dauer wegen den Hohen Daten Verbrauch und kosten gar nicht möglich!

Deswegen bin ich darauf angewiesen öffentlich oder mir bekannte WLAN Verbindungen zu Nutzen die nicht meine sind.

In Meinen Twin Verlauf kann man sehen das ich mich schon mit 5 oder 6 verschiedenen IP bei Twin eingeloggt habe

Aber auch das die Registrierung bei Twin und die meisten Log-ins von meinem Handy aus passiert sind!

Meine Konto ist immer noch geöffnet!

Und Ich ich bin mit allen unterlagen Komplett bei Twin verifiziert!

Mit freundlichen Grüßen

Dora ***

Thank you very much Dora for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Dora,

I looked at your case and understand your situation. I will contact the casino and see what can be done.

Hello Dora,

I am sorry to hear that you experienced Twin Casino in a bad way. Could you please provide me your customer id so I can double check your case?

Best regards,

Twin Casino

Hi Dora, has there been any news?

Good Morning Dora,

I spoke to our support team and they found 3 accounts linked to the same IP address. Cause there is a high risk of bonus abuse in this case we excluded your account from any bonuses. Please see here our T&C's:

15. Any bonuses and/or free spins can only be used once by each household, family, address, e-mail address and IP-address. We reserve the right to cancel/remove a bonus offer at any time in case of any suspected abuse of the offer and to terminate the offender’s account with immediate effect.

18. In the event that we believe you are abusing or attempting to abuse a bonus or other promotion, displaying irregular betting behavior, or you are likely to benefit through abuse or lack of good faith from a gambling policy adopted by us, we may at our sole discretion, deny, withhold or withdraw you from any bonus or promotion, or rescind any policy either temporarily or permanently, or terminate your access to the services and/or block your account. In such circumstances, we shall be under no obligation to refund to you any balance that may be in your accounts other than your original deposit amounts.

Unfortunately, I can not do anything here cause you violated the T&C's and has been caught previously for bonus hunting.

Best regards,

Twin Casino

Thank you Twin Casino for the reply,

Could you please send any evidence supporting this to my email address: peter.m@casino.guru? Thank you.

Hello.

Twin didn't give me any information about which accounts the other two accounts should be.

I also think it's important to know what accounts these should be !?

Are the other accounts verified in any way?

Has a deposit been made from "other accounts"?

If so, would a bonus be taken?

Can every online casino now refuse to pay out on the grounds that there are multiple accounts! ??

Evidence of this = nil

I recently read in a forum that Twin.com is about to go bankrupt.

And that is why such "seizures" of profits have been taking place recently!

I do my best to warn others about Twin.com!

Whenever the name Twin comes up, I'm not far with another negative post.

The 320 euros that you withheld from me brings you ten times the value of negative advertising!

But I continue to be others before Twin.com.

Kind regards

Hallo.

Mir hat Twin keine Informationen dazu gegeben welche Accounts die beiden anderen Accounts sein sollen.

Ich finde es auch wichtig zu wissen was das für Accounts sein sollen!?

Sind die anderen Accounts in irgendeiner Form verifiziert?

Wurde von "anderen Accounts " eine Einzahlung gemacht?

Wenn ja würde ein Bonus genommen?

Kann jetzt in Zukunft jedes Online Casino die AusZahlung verweigern mit der Begründung das mehrer Accounts bestehen!??

Beweise dafür = Fehlanzeige

Ich habe neulich in einem Forum gelesen das Twin.com kurz vor der Pleite steht.

Und es deswegen in letzter Zeit häufig zu solchen "Beschlagnahmung" von Gewinn kommt!

Ich selbst tue mein bestes um andere vor Twin.com zu warnen!

Wann immer der Name Twin fällt bin ich nicht weit mit einem weitern Negativen Post.

Die 320 Euro die Sie von mir unterschlagen haben bringt Ihnen den zehnfach Wert an negativer Werbung!

Aber ich mache weiter damit andere vor Twin.com zu Wären.

MfG

Thanks to you Peter.

Don't feel so alone anymore

Danke an dich Peter.

Fühl mich nicht mehr ganz so allein.

Hi Dora,

Unfortunately, the casino didn't provide any evidence to support the claims above due to data protection. I'm afraid, I can't do much to help you. However, you can submit a complaint with the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru).

Dear Dora,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at peter.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Peter

Dear Dora,

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.

Unfortunately, we haven't received any response from the player. We understand that it was some time ago when we communicated together for the last time but we wanted to update the status and classification of this complaint accordingly after this time passed. Sadly, it is impossible without the player's response and therefore we are forced to close this case as "rejected".

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.