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Refusal to refund unused deposit after delayed self-exclusion block – Twin Casino

​On 04/08/2026, I deposited €50 into my account on Twin Casino using my personal payment method. Shortly after the deposit was successfully processed, my account was suddenly blocked/closed by the operator.

​I received an email stating that my account was permanently excluded due to a self-exclusion match and alleged duplicate account details under their Responsible Gambling policy.

​I fully respect the self-exclusion protocol and the decision to restrict my access to the platform. However, I have not placed a single bet with these funds. The €50 represents my raw, un wagered deposit—not bonus funds, free spins, or winnings.

​When I contacted customer support to request a refund of my unspent deposit to my original bank account, they refused (Ref: #LQLF-869483), claiming that under their terms, funds from self-excluded users with duplicate accounts are confiscated.

​I strongly believe this practice is unfair and abusive:

​System Failure on Registration/Deposit: The operator allowed me to register and accepted my deposit instantly without completing identity and self-exclusion verification beforehand.

​Unjust Enrichment: Retaining a deposit that was never used in any game or wager constitutes unjust enrichment. Responsible gambling policies are meant to protect players from gambling, not to allow operators to confiscate un wagered personal funds.

​I am requesting CasinoGuru's assistance to mediate this dispute and ask Twin Casino to return my original €50 deposit to my bank account. I have all payment receipts and email exchanges ready to provide.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you previously requested to be self-excluded from this casino using a different account?
• Was your original account at this casino fully verified?
• Could you please clarify which personal details differed when you registered your second account? For example, did you use a different first name, last name, email address, phone number, residential address, city, country of residence, or date of birth?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear PauloAlves,

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.

Yes, the self-exclusion was on a different account...

The account was verified, yes; they let me make a deposit and then suspended my account.

Sim , a autoexclusão foi em outra conta ..

A conta foi verificada sim , deixaram depositar e depois excluiram me a conta .

Thank you for your reply.

• Could you please clarify which personal details differed when you registered your second account? For example, did you use a different first name, last name, email address, phone number, residential address, city, country of residence, or date of birth than in your original account?

I just used a different phone number and email address...

Eu apenas usei um numero de telefone e um email diferente ..

Dear PauloAlves

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear PauloAlves,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Twin Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Twin Casino representative to join this conversation and participate in resolving this complaint.

Dear Twin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.