Twin Casino - El jugador cree que el reintegro se ha retrasado.

My complaint is the following I won 8500 euros at twin casino in which I checked my account and in which they told me that everything is fine and ready to make withdrawals without any problem I made the first withdrawal of 1000 euros which is the daily withdrawal limit of that casino the next day I made the withdrawal of another 1000 euros in which I was waiting 4 days and in the end they told me that they were going to take all my money because I had made a request for self-exclusion in another casino that they say has the same regulator. I've already read and re-read the regulations and it doesn't say anything about self-exclusion moving from one casino to another, so I'm hereby asking for the 7500 euros to be paid to me.

If you need proof I also have proof of how they told me that this casino in question had a license to operate in Portugal and they don't have a license and proof from the owner of that casino saying that I had a self-exclusion and that there was no problem and that I would still be able to withdraw. My account number and Account: ********

A minha reclamação e a seguinte eu obtive um ganho de 8500 euros na twin casino no qual verifiquei a minha conta e na qual me disseram que está tudo certo e pronto para fazer levantamentos sem qualquer problema fiz o primeiro levantamento de 1000 euros que e o limite diário de levantamento desse casino no dia seguinte fiz o levantamento de mais 1000 euros no qual estive a espera 4 dias para no final me dizerem que me iam tirar todo o dinheiro porque tinha feito um pedido de autoexclusao em outro casino que dizem eles com o mesmo regulador e dizem para ler o regulamento do casino que quando se faz autoexclusao de uma casino transitar automáticamente para o outro eu já li e reli o regulamento e lá não diz nada a cerca das autoexclusao transitarem de uns casinos para os outro por isso venho por este meio pedir que me seja pago os 7500 euros

Se precisarem de provas eu também as tenho de como eles me afirmaram que este casino em questão tinha licença para actuar em Portugal e não têm licença nenhum e prova da senhor desse casino a dizer que eu tinha uma autoexclusao e que não tinha problema que iria conseguir fazer o levantamento na mesma. Número da minha conta e o Conta: ********

Dear Miguel1,

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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

But the payment is not in arrears but confiscated

Mas o pagamento não está em atraso mas sim confiscado

Dear Miguel1, could you please clarify in which casino did you ask for a self exclusion?

If so, could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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

I'll send you everything I have to that email address right away

Vou já lhe enviar tudo o que tenho para esse email

Dear Miguel1, thank you for your email.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• When exactly did you ask for a self exclusion at Leon Casino, and what period of self exclusion did you request?
• Could you please share the reply of Leon Casino to your request? Did the reply mention that your self exclusion also applies to other casinos roofed under the same license?
• Could you please confirm whether you have ever requested a self exclusion at Twin Casino, or ever mentioned any worries about a possible gambling problems to the support staff?

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

here it is when I asked to opt out of Leon bet I did so because I had already lost some money.

aqui está quando eu pedi a autoexclusao da Leon bet o fiz porque já tinha perdido algum dinheiro.

I can't mention where it says that self-exclusion carries over from one casino to the next because that information doesn't exist and wasn't given to me by the casino.

Não consigo mencionar onde diz que a autoexclusao transita de um casino para o outro porque essa informação não existe e não me foi dada pelo parte do mesmo

And with twin casino I have never made a self-exclusion request nor have I ever mentioned any gambling problems with twin casino

E com a twin casino nunca fiz nenhum pedido de autoexclusao nem nunca mencionei nada de problema de jogo com a twin casino

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you very much, I also hope you'll give me back all the money I've earned legitimately

Muito obrigado também espero que me devolvam todo o dinheiro que ganhei de forma legítima

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Miguel1, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Twin Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being denied, and self-exclusion in different casino used as a reason? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

I really hope they give them an answer and that my money is put back in my account so I can withdraw it

Espero mesmo que eles lhes dêem uma resposta e que o meu dinheiro seja reposto na minha conta para que eu o possa levantar

If they don't reply, how should I proceed?

Caso eles não respondam como devo proceder??

Dear Miguel1, I have now e-mailed every single contact we have for the casino representatives. If nobody replies before the second timer runs off, I will provide you with step by step guide how to lodge a complaint with Anjouan Gaming Authority. However, this casino has been actively trying to resolve their complaints lodged through this resolution centre, so I am still hopeful.

Those who don't owe don't fear and they owe a lot don't want to answer because they know they're wrong in what they're doing

Quem não deve não teme é eles devem muito não querem responder porque sabem que estao errados no que estão a fazer

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru team,

The player had self-excluded from Leon Casino and should have been excluded from Twin Casino as well. Due to an operator error, the exclusion at Twin Casino was not properly applied. As soon as our risk department identified the issue, we closed the account and refunded all deposits made from the initial exclusion date. Any winnings were forfeited, as all gameplay during this period is considered void.

We apologise for the inconvenience this caused the player.

Best regards,

Twin Compliance Team

I don't accept this because it wasn't my fault, it was their mistake and I want my money back.

Eu nao aceito isso porque a culpa não foi minha o erro foi deles e eu quero o meu dinheiro de volta

Dear Twin Casino, thank you for the explanation.

I have checked both Leon Casino and Twin Casino Terms & Conditions as well as Responsible gambling pages. I was unable to see any note mentioning that self-exclusion in one casino gets the player automatically excluded in other casinos owned/operated by the same company.

Another part of the issue is the late detection. If the self-exclusion is operator-wide as mentioned in your original statement, I would expect the system to highlight that someone already self-excluded in one casino has registered in the other one. If such checks are only done during the KYC procedure following a big win, we find it against our Fair Gambling Codex as it puts players into a serious disadvantage. From my understanding, the player may keep playing and losing money for a prolonged period of time without the casino noticing, and then getting "punished" for winning big by having their winnings voided. Can you maybe provide more insight into how the brand-wide self-exclsion works within your company, please?

And to proceed further with the issue at hand, I would like to ask if upon the original self-excusion at Leon Casino, was the player provided with a list of all the other brands he won't be able to play? This can be confirmed either by the Twin Casino team or you, Miguel1. Thank you.

I wasn't told anything by the other casino, as you can see from the conversation with the Leon casino

A mim não me foi dito nada pela parte do outro casino como podem verificar na conversa com o casino Leon

Thank you for the confirmation, Miguel1, the screenshot is very helpful for this case. :)

And I forgot to mention that they say in this email

E esqueci-me de mencionar que eles dizem neste e-mail

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They're not going to answer to so much evidence that they admit their mistake and yet they're left with 7500 from a very frustrating player!😭😭

Eles não vão responder perante tantas provas admitirem o erro e mesmo assim ficam com 7500 de um jogador muito frostante!😭😭

They say it was there in the regulations and then there's nothing in the regulations and then they invent something else saying it's dem rules that gave them the license to play very bad how many didn't go to dinner with me greedy people

Dizerem que estava lá no regulamento e depois no regulamento não está nada e depois inventam outra coisa dizendo que são as regras dem que lhes deu as licença de jogo muito mau quantos não foram fazer uma jantarada a minha pala gananciosos

Dear Casino Guru team,

Our internal responsible gambling policy is that a self-exclusion applies across two brands, Leon and Twin. This is enforced via shared internal systems rather than through additional clauses in the public T&Cs. Under this policy, any gameplay during an active self-exclusion is considered invalid, deposits from that period are refunded, and related winnings are voided.

In this case, due to an error, the exclusion from Leon was not correctly applied to the player’s Twin account, so the account was not blocked when it should have been. Detection occurred later during standard risk checks. The player was not given a brand list or specific mention of Twin because the account at the second brand should have been blocked from the outset.

Once the error was identified, we followed our standard procedure: the Twin account was self-excluded, deposits made during the exclusion period were refunded, and winnings were voided. We regret the error, but from a responsible gambling and compliance perspective, we must maintain this decision as our final position.

Best regards,

Twin Compliance Team

Dear Twin Casino, thank you very much for the explanation. This makes the situation clear and easy to follow.

Since the player has not been made aware about the automatic self-exclusion in the sister casino, and the automatic block failed, it is not the player's fault he was able to register, play and win. Given the fact that the player has been banned only after wining - not after first deposit or incurring losses - this goes against our Fair Gambling Codex and is akin to taking advantage of hidden rules and vulnerable players.

As this is not a case of player intentionally trying to avoid self-exclusion, neither registering a secondary account, I would like to ask if the management can reconsider returning the player's winnings. If the decision is final and winnings will stay voided, we will respect this decision. Afterwards, this case will be closed as "unresolved" and the result will negatively impact casino's safety rating on Casino Guru. Thank you for your understanding.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The problem will go unsolved, it's clear that this is the worst online casino ever, and I hope they get a very low score!

O problema vai ficar sem resolução está mais que visto pior casino online de sempre espero que lhes dêem uma nota muito mas muito baixa!

Dear Miguel1,

This casino has already a rating of 4 out of 10 safety index point, which is within the "bad" territory. I believe once the next weekly automatic recalculation happens, this number will go even lower, due to this complaint.

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej