Twin Casino Support and Complaints Thread

Hello LCB'ers :)

My name is Line and I'm working for Twin Casino, I'm actually in the Affiliate team, but I love this community, so thought it would be fun here myself, to see the good AND the bad feedback, if there will be lots of support, I will get some supporters onboard aswell, but for now it will just be me.

A bit about me, I'm from Denmark and live in Malta (which I love) I have a very active blog called The Wannabe Maltese, and write for different magazines. I just re-entered the industry after almost 5 years in cancer treatments, and I LOVE my job and my company because they understand my situation and make space for that. And for you guys don't worry I'm online all the time:)

A bit about Twin: The company has been operating for less than a year, and to be honest it been a fire baptism, to start up in one very competitive market. But we try to be available, transparent. We handle all issues swift and with lot of pride. We are still in the start-up phase so we don't have the politics of a bigger company, and we can solve things very fast.

Thank you and looking forward to provide you with lots of great games :)

Hi Line,

Welcome to our forum. We are glad to have you here with us.  

Welcome to LCB Line and thank you for being available to assist our members! 

Welcome to LCB community Line! We are glad to have you here.

Hi Line, welcome! Hope you will have a good time here at LCB Forum! 

Welcome to LCB Line! 

Heya I just felt it was important to point out somewhere that twin casino does accept new Zealand players. As it says it doesn't when I go to the main review page. Thank yooou

Thanks for letting us know. We'll update our list accordingly. 

Decemeber 25 i were made deposit of 1000 inr astropay card directly on twin casino via UPI that missing from so mny days and another two deposit one is 4000 Inr second was 2000 Inr via upi directly bank transfer on twin both not credited on twin casino account i were contact again they told me as soon as possible solve case bit they cant check my first case pending from 20 days cant give any answer atleast via mail they chat represetetive told me same answer our finance team sent mail to you but not receive mail from finance team only one mail i were recieive yoir querry recive sent to relevant department but when they give my money back help me to get my money back i have all proof of transaction bank statement show all things and proof of yransaction contact bank and NPCI govt of india who handle UPI clearly told me transaction success but twin representetive some times told me pending and some times fail i have chat screenshot amd all proof regarding this please help me to got my amount back thanks in advance

Hello Casino huge win channel,

Could you please private message me your casino username and we'll get in touch with the Casino Representative.

Dont play at this casino!!! Warning for everyone!!!

They offer playngo slots with 87% RTP!!!

Thats pure cheating and robbing and i think everyone agrees with that.

Just last year they advertised that all of their slots is with highest rtp!!!

Hi punakontti,

Thanks for your comment. Tell me please who advertised that their games are with the highest RTP? Are you facing any issues with Twin casino? 

I have no issues with them. This is just the warning for everyone. They advertise themselves the highest rtp. At least they did last year on forums. See screenshot

Please attach screenshots or send me a private message. 

I sent you the screenshot. Please attach it here so everyone can see it. Your system doesnt allow me to attach screenshot for some reason

Hi punakontti,

I've added the image to your post. 

We notified the casino rep about your post. Let's see what they say. 

Thank you! I think this is issue that everyone should know cause i think majority of players dont check rtp on games or dont even know what that is.

So changing games to lower rtp is as rogue as it gets. Its a shame that Twin  was used to be A class casino and now goes to this way of greedyness and cheating

Hi everyone,

As many of you know, Twin has recently withdrawn from the German market.
When we were operating in the German market, we were hit hard by the Tax on TO - just like the other operators. As a result, we were driven to lower our RTP on a very limited number of providers.

Now that we are no longer in Germany, we have reverted back to the global RTP rates for the few providers that were affected.

We understand and appreciate the comments from we have received from all of customers, and we will continue to monitor our results to ensure we are able to provide you with a fair and safe gaming experience.

Kind regards

Twin casino

Hi Twin

Twin has been one of my favourite Casinos until you left the german market. Will it be possible for players located in Germany to sign up with Twin again in the future?

Hi Frankey78,

We'll see what the casino rep says and if he has news about German players. 

HI Frankey78,

We are happy to hear such positive feedback.
Sadly we can no longer operate in this jurisdiction due to new regulations.
Should anything change in the future, we will surely announce it formally.
In the meantime, we thank you for your time with us.

Thanks & Regards

Twin Casino

Hi 

I know you can't operate in German jurisdiction, and if you could with a german license I wouldn't rejoin Twin. But there is hope as Germany is a federal Republic and some states are already asking to change some of the regulations.

Hi, i've been waiting for days for them to complete my verification. Is there anything I can do to speed up the process? Lxx***@gmail.com

Hello Lolo Spence,

Thank you for providing your account details. We'll contact the casino representative and inquire about your pending verification. Keep an eye on this thread for any update. 

Hi can you private message please and thanks

Hello Lolo Spence,

May we ask you what documents have you submitted?

According to their T&C:

" 2. During KYC procedure you will be asked to provide satisfactory copies of official documents to verify your identity (colour copy of a valid passport/identity card with a photo), recent proof of address (such as official addressed utility bill or bank account/credit card statement) and any other documentation that we will need to confirm the correctness of the information you provided in connection with your registration. We further reserve the right to request and obtain satisfactory proof of deposit made to our site and additional copies of personal identification."

" 3. If we are not satisfied with the documents you have supplied, or you don’t supply the information within 30 days, we can suspend or close your account and freeze any available funds pending further investigation."

Did you finish all the steps?

Thank you.

Hello Lolo Spence,

Do you have any updates on this matter?

Looking forward to hearing from you.

Hi there, I sent in my passport my bank statement, my internet bill, letter from revenue canada and revenue Quebec, proof of income, pay stub. It's been 10 days and I have been trying to get an update from the live support, but they keep telling me to wait. My pictures weren't in good quality so I borrowed a friend newer iPhone, and sent him pictures with that hoping that they would be better.

Hello Lolo Spence,

Let us know if the newest update regarding the picture's quality is acceptable. 

If you have any further difficulties we will reach ou to them to inquire about this matter.

Thank you.

On March 16 I received this letter regarding the pictures of my documents, and I immediately replied is when I had sent in my documents with my friends, newer iPhone, but I never got an update regarding my documents, if any of them were verified.  And then on March 20 was when I received the questions regarding my source of income. I immediately responded with my answers. They kept advising me to go into my account and use their verification portal, but they blocked me out of my account until the verification process is complete. There's $150,000.00 approximately in my  account. It's been more than 3 days since I last heard from them. I started the verification process on March 14.  I hope all this info helps and I really appreciate your help as well, thanks very much!!!

Hello Lolo Spence,

With all of that being said we will notify Casino Rep about your issue, and hope that it can be helpful for speeding up this whole verification process. 

Once we hear back we will get back to you.

Keep an eye on this thread,

Hey there! I can definitely understand why you're feeling frustrated with the verification process at your casino - it sounds like it's been quite a hassle for you to get everything sorted out. H

So it's over five days now and I still haven't heard anything back from the twin team. When I talk to the live chat, they assured me that I would get an update but I still haven't heard anything from the team team. 

Hello Lolo Spence,

We have sent them a reminder email yesterday, so we are still waiting for a response. We really hope that they will respond us so we can forward you the final resolution.

Keep an eye on this thread.

Thank you for your cooperation.

As soon as I wrote that last message, I got an email saying that they approved and verified my account and I can continue using my twin account and I can make my withdrawal. Thank you so much for all your help I am forever grateful for all the work that the LCB team does..!!!!!!!

Hello Lolo Spence,

Wow, such a great news from your end.

Happy to hear that you've been paid.

Enjoy your winnings! 

We will mark this case as Resolved.

Hello,

I deposited a 100 euro with TWIN casino they ask me for source of wealth  for whole my life.

This is impossible. I provided them with all the information. They act like I am a criminal who is money laundering for 100 euro!!!!

I sent them all my document with proof my tax documents income. Bank statements! It's all not good enough for 100 euro of deposit. Could you please help me.

Hello Winner20231, 

Could you please provide us with your Twin Casino username via private message inbox. Upon receiving this information, we will promptly escalate the matter to the Casino Representative for further assistance. Thank you!

Hello Winner20231, 

We have received your credentials and will escalate the matter with Casino Rep. Please keep an eye on this forum thread. 

The pay out is 2200 only. Why they need my whole year of earnings?

Hello Winner20231, 

We are still waiting for a response from Casino side regarding this matter. Once we hear back we will let you know instantly.

Keep an eye on this thread.

Thank you.

Hello Winner20231, 

We are still without any new information regarding this case. We will send them a reminder in hopes that we could get a proper answer.

Keep an eye on this thread.

Thank you.

Hello Winner20231, 

Unfortunately there is no response from their side. We will remind them again to escalate this issue, and hope that it can be done in shortest possible time.

Please keep an eye on this thread.

Thank you for understanding.

Dear Winner20231,

We understand that the process can be time-consuming and may seem excessive to some customers, but we would like to assure you that it is an essential step in ensuring the safety and security of our platform.

KYC procedures are a legal requirement that all institutions must adhere to in order to prevent money laundering, fraud, and other illegal activities. By conducting these checks, we are able to verify the identity of our customers, assess their risk level, and ensure that we comply with anti-money laundering and counter-terrorism financing regulations.

We appreciate that the KYC process can be frustrating, but we assure you that it is a necessary step to protect both our customers and our business. We continuously strive to improve the process and make it as efficient as possible while still complying with regulations and maintaining a high level of security.

Thank you for your understanding and cooperation.

Best regards,

Thew Twin Team

I did my KYC with no problems.

I deposit 100 euro! 100 euro!!!! You ask me for anti money regulations???

So i provided you with my bank statement a full year of tax of 2022 ( there wasn't a new avalible at that time)

You don't approve it !!  I want to have some fun in the casino so I deposit 100 euro.  So I need to provide you how I get my hands on 100 euro?? I did I give you all the info that is necessary!!

Please in this open forum tell me what is required to show the  100 euro I deposited!! I think my bank statement with 3 months transaction and income should be enough or maybe my full year of TAX payments and income. THAT I AM NOT A CRIMINAL like you accuse me off.

Please tell me in this open forum what you require more then my bankstatement with income and tax statement thank you.

Hello Winner20231,

We will reach out to Casino Rep again in hopes that they will get back to you as soon as possible and reply to your post.

Keep an eye on this thread.

Thank you.

Dear  Winner20231,

We have a legal obligation to ensure that your account is financed with a legitimate source. To verify your account, you must confirm how you are financing your gambling with us along with documents that can substantiate this.How do you finance your gambling? (Workplace, inheritance, real estate sales, gambling profits, etc.)

Kindly specify this in a reply to our email.

Additionally we require Bank statements covering the last 3 months.

We will treat your documents with utmost care. Once done, we will proceed with the verification and contact you by email as soon as possible. Thank you for your understanding, and we appreciate your cooperation in completing the ongoing verification.

Best regards,

The Twin Team

I showed you a bankstatement with proof of a winning of 12500 euro.

Thats 120 times what I deposited in your casino.

It is in the email please verify my account ASAP.

.How do you finance your gambling? (Workplace, inheritance, real estate sales, gambling profits, etc.)

Thank you.

Hello Winner20231,

We will forward to them your concerns and we are sure that Casino Rep will get back to you very soon with the clarification.

Keep an eye on this thread.

Thank you.