Twin Casino – generel debat (side 4)

Hello.

Frankly, this is not an uncommon document. For instance, some banks in Germany will only provide such documents after the player visits the bank personally.

I'd say it is not fraudulent to ask for further documents, the casino is responsible for processing the verification and also conducting additional security checks per their license conditions.

On the other hand, and to be completely honest, I agree that finding a reasonable approach needs to be a top priority for casinos.

Do you have any clue why this alternative didn't work?

"I have contacted my bank and they can print off transactions up until todays like I can do at home, but its not in the format of the monthly statement and it didnt work."

Would it perhaps be acceptable if you visited the bank to acquire a signed version with a stamp?

I'm just trying to figure something handy. 🤷‍♀️

I'll be here for the update.

They only want the statement that gets generated once a month by the bank. I went to print current transactions off the banks site and have it directly saved as a PDF from the banks site and they wont take it. I have tried everything, screenshots, etc. I even tried sending in a void cheque to prove its my account lmao. Keep in mind all my deposits were interac etransfers processed thru GigaDat and not debit or credit cards, so this whole verification mess is so frustrating. I have submitted a complaint at this point as this is not reasonable and completely over bearing and unfair to the player to have to wait til February 1st for something like that to become available.

In your previous posts you mentioned that the bank is requesting a statement in PDF format showing your deposits to them. In your last post, however, you said that you provided a statement in PDF format but they rejected it. What was the reason given?

Since you're using Interac, I'm going to assume you live in Canada and also know how to use whatever app your bank has.

For TD, all you have to do is go to your account and click on view previous statements. From there you can download whichever ones you need that show the deposits you made to them.

This part is important. Go to your casino transaction history and find out the dates and times of your deposits. Cross-reference with your statements to make sure you're including the correct ones.

That being said, personally, I think you're shit outta luck here.

Twin used to be a good casino. When they rebranded as Oddsring, they shut down for a bit and I don't think they ever really got fully operational again.

When Leon re-opened Twin as a carbon copy of it's former self (and off Oddsring), I was immediately skeptical. Something about the whole thing smelled fishy.

Whoever the fudge Moonlite NV is, I couldn't tell ya. Yet they've apparently been licensed since 2008 with Kahnawake and 2016 with Antillephone.

Sounds like a bunch of bullshit if you ask me.

Since I'm here, I might as well ask if any Guru staff has looked into this yet.

Radka? Jaro? Anyone?

This is rather relevant and important information and, in my opinion, a site such as Casino Guru should be all over it.

Informing instead of promoting

Is this still a core value at Casino Guru? Or is it all about that juicy affiliate money these days?

Yea, I can send them an old statement but all my deposits were done in the last 2 weeks. I will have to wait until BMO generates the statement for the current period. I’ve tried send them everything. I put in a complaint on this site and I am thinking of emailing KGC, but I have read that they don’t do a whole lot to help.

As for Moonlite I haven’t found anything myself.

Twin however has a pretty active LinkedIn profile. I was bored on Monday so I did a lot of digging. I messaged some on LinkedIn and found a lot of other social media profiles belonging to people that work there.

So I understand that it is certainly not pleasant if you try to deliver what is needed in different alternatives but nothing is good for the casino. 

However, you say that you have filed a complaint, which could be useful in this case. Let's see if you can verify and eventually find a reasonable word with the casino. If not, our team will try to help you.

Fingers crossed. 🤞

Hi, if something changes, our team of course looks at such cases. Me and Radka will just mediate it to them since we are admins on the forum. So if players find something that is different in the casino - as an example I will mention that the license has changed or anything else, we pass it on to our data team, which checks the situation. 

And of course informing instead of promoting will always apply. 

Update.

Today I received this message from Twin:

Hello, (deleted).

We hope you are well.

We understand your concerns and would like you to have peace of mind that the funds from your account will be paid in full after the verification procedure, but We guess that your screenshots and printouts confirming deposits towards Twin were edited in a graphics editor.

Please provide a proof of deposit made to Twin without any editing. You can provide a proof of one penultimate transaction 362399274 made on 07th of January (400 CAD).

Please don't edit your document at all.

We appreciate your cooperation.

-----------------------

This has restored some of my faith in this company. I can only guess from that message they thought my documents were altered. I dont know. I re-submitted the same documents I had before and an hour later I was verified. I put in a withdrawal for a small amount $50 and it got approved and I have received it. I just put in another withdrawal amount for a large amount and it is pending.

Good news that you managed to verify. As I have heard, your smaller withdrawal went smoothly and now you are waiting for the next one. I firmly believe that you will get the same without unnecessary problems and you will be able to enjoy the money. Of course, when that happens and the money lands in your account, don't hesitate to let me know.

Good to hear.

When you finally get paid, please run as fast as you can from that casino. It sounds like a massive heartbreak waiting to happen.

Twin casino ændrede for et par dage siden til bankoverførsel. Det er ikke længere muligt at hæve profit mindre end 100 euro. Meget mærkeligt. De siger, at jeg kan bruge et andet ikon med bankoverførsel, som kan udbetale lavere. Jeg har altid brugt dette ikon til bankoverførsel, da intet andet ikon passede mig. Der er kun ET ikon til bankoverførsel. Det ser heller ikke ud til at de forstår det, når jeg forklarer og screener dette. Er der andre der har reageret?

Hello.

Well, limits and payment option availability are subject to change, though if you feel confused with the icons, I highly recommend asking the casino directly. Its chat operator should be ready to explain and help you out with the proper variant.

If you can understand each other, of course. How about trying a video instead of a screenshot? 🤷‍♂️

Efter bestået bekræftelse virker tilbagetrækningsknappen ikke længere. Det russiske sprog er forsvundet fra webstedet, midler trækkes ikke tilbage, support reagerer ikke. Hvad skal man gøre?

Does the issue still continues, even when you try to log out from your account, clear the cookies, for example? Have you tried that?🤔 Are you able to log back into your account? Please let us know, if you still need our help after you try all this. We'll wait for your reply.

Avoid this casino at all costs. Their primary tactic is to continuously request documents, with no end in sight. Every time you submit one document, they immediately demand another. There is no predefined list of required documents; instead, they invent new ones each time you send something. Their strategy is clearly designed to find a document you might not have, so they can deny your withdrawal.

Even if you manage to submit all the requested documents and they have nothing left to ask for, they then claim they need 30 days to review them. This is just another excuse, likely meant to frustrate you into giving up so they can keep your money. In my case, nearly 20 days have passed, and when I asked for an update, their response was essentially dismissive, as if saying, "Don't bother us, we still have 10 more days to find something wrong so we don't have to pay you."

This is a common practice in rogue casinos to delay or deny payouts, leveraging bureaucratic hurdles and deliberately unclear procedures. If you value your time and money, I would strongly advise against engaging with such platforms. It’s vital to recognize that legitimate and transparent casinos will always provide clear guidelines, reasonable timelines, and, most importantly, honor their commitment to process withdrawals promptly.

Ok

I see that your verification has no end. We give casinos 14 days, so I see that your complaint has been transferred to Mirka, who will contact the casino. I'm curious how it will all turn out, because in my opinion, 30 days to check documents is a long time. Was any document also rejected or are they just constantly asking for something else?

No document was rejected; on the contrary, they tried to invalidate documents that were correct and even stricter than what they had requested.

So far, I haven't had any documents rejected, and I've even completed the step of sending a photo where you hold your ID, your identity card, and your account details. So, as you can understand, I've passed all the checks they put in place as obstacles, because is obstacle when they ask me 4 different documents to verify my address!! when all my documents have the same address!!! I'm almost certain that exactly on the 30th day, they will come up with a new excuse, or they will stop responding and close my account for some imaginary reason.

My question is, how is it possible for this casino to have such a high rating here? Since the ownership changed, only the new ratings should count, and a casino shouldn't inherit the good ratings from the previous management.

Hello,

As far as I know, these 30 days are usually reserved for a thorough account and activity investigation. It's most likely not just a simple KYC procedure. I'm guessing they have found something unusual that needs to be cleared out. Frankly, casinos tend to investigate the account in secrecy, so I fear we have to wait for the update from the casino's side. As you can see, the request has been made.

I understand you get this experience in relation to the Safety Index, but I'm most likely going to disappoint you a bit. You are the best example of how incomparable each verification or investigation may be; thus, it is not possible to assign this process a precise value on which the whole Safety Index calculation is based.

Have you seen the tab called "Safety Index explained" by chance?

It is crafted for every single casinos; the verification or withdrawal speed are not included.

In other words: the Safety Index says how likely the casino is to pay out the winnings; the rest, however, is found in the user reviews, forum, or complaint section.

Let's hope the casino will soon come up with a good explanation. I wish you a smooth resolution.